#1 most frequent
India
78.5%84 installations of 107
What is Exotel?
Exotel is an advanced customer engagement platform that combines CPaaS, omnichannel contact centers, and Conversational AI. The platform is designed to foster richer, AI-powered, and contextual interactions, offering businesses unparalleled speed and scale in their communications.
Categories & Use Cases
Media
Screenshot of Login to Exotel dashboard
Who Buys & Uses Exotel
#2 most frequent
United States of America
16.8%18 installations of 107
#3 most frequent
France
1.9%2 installations of 107
Exotel - Works well as Sales outreach calling solutions
Use Cases and Deployment Scope
Our organization leverages Exotel as its primary communication platform for both inbound and outbound calls. Key use cases include customer support, handling inquiries and resolving issues, and sales outreach, including lead generation and follow-up.
Exotel integrates with our Freshdesk CRM, enabling seamless ticket management and providing valuable insights into customer interactions.
While agent mobility enhances flexibility, potential network issues pose a concern.
We primarily utilize Exotel for outbound calling, while the inbound IVR flow presents some limitations.
Despite these challenges, Exotel plays a crucial role in improving customer service efficiency and supporting sales growth.
Pros
- Outbound calling for Sales/Support
- Call routing to Agent Mobiles
- Inbuild Inbound flow designer
Cons
- Better Inbound IVR flow designer
- Better and Faster Customer Support
- Better Support for APIs
Return on Investment
- In a particular month, there was a discrepancy of more than 20% of tickets being missed to be created ny Exotel for incoming calls, thus leading to data mismatch.
- Network issues and less reliable solutions which saw an impact of around 30% calls being disconnected within 10s
- A recent attack on their servers saw us waiting for 3 months to retrieve call data thus causing unwanted bottlenecks!
Usability
Alternatives Considered
Freshdesk Omni, Knowlarity IVR, Ozonetel, Freshchat, Freshdesk, Salesforce Service Cloud and Zoho CRM
Other Software Used
Freshdesk Omni, Zoho CRM, Jira Service Management
Exotel- The Cloud calling Platform your company need!
Pros
- Affordable Solution: First and foremost the platform is very much affordable for a small start-up starting their business and want to connect with their leads and serve their clients economically.
- Easy to Use: Anyone can start using the platform from the Day 1. No extensive training required for it. Just integrate your phone number with the platform and solve customer problems at godspeed!
- IVR Set-up- Want to have different services on a single number for your Services. Set-up IVR and make your life easy.
Cons
- UI/UX can be Revamped. Their backend platform is very archaic look wise. They can make it more intuitive.
- Analytics: Analysis of the calls can be more detailed in nature. The downloadable excel only contains the number of calls made by each call agents. More data points can help in swift decision making.
- No Auto call facility: If the call agent is busy on another call then another lead calling with not be receiving any busy tone. This effects the user experience. Auto-call facility should be there.
Most Important Features
- Easy to use and understand - customer service team periodically adds new members and training them on Exotel is very easy.
- Designing workflows for the IVR- As we use Exotel for both SDR and customer support team, so we need to have a proper backend workflows for IVR, which can be easily set-up on the Exotel platform
- Call recording feature is also very important for us for quality related decisions to be taken.
- Cost-effective.
Return on Investment
- Lead attack time reduced.
- Turnaround time and addressing customer issues improved and directly effected our NPS (Net Promoter Score).
- Training and identifying areas of improvement of call agents became very easy.
Alternatives Considered
JustCall and CallHippo
Other Software Used
Google Drive, Drift, Zoho CRM Plus
Best Asia startup service to date
Pros
- VOIP
- Execution
- Speed
Cons
- Communication
- Not for large companies
- Volume of texts
Most Important Features
- VoIP
- Global
- Text
Return on Investment
- This increased onboarding efficiency to save money on startup.
- This saved us money by getting both services from one company.
- Con was price was higher than we would have liked but efficiency made up for that.
