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
