Exotel × OmniDimension: Reinventing Voice Automation for the AI-First Enterprise

From inbound assistance to outbound intelligence — the new era of real-time voice engagement

In the AI decade, every customer interaction counts. Enterprises today don’t just want to answer calls — they want to initiate conversations, nurture leads, and deliver human-like voice experiences across inbound and outbound journeys.

This is exactly what the Exotel + OmniDim partnership enables — a unified telephony + AI voice stack that powers real-time, natural conversations at scale.

1. Why Enterprises Are Moving Beyond IVRs

The phone remains the most trusted channel. Yet, traditional IVR systems can’t keep up with the expectations of modern consumers who want quick, personalized, and intelligent responses.

With Exotel’s AgentStream and OmniDim’s AI Voice Agents, enterprises can now convert every phone number into an intelligent, context-aware conversation endpoint — for both incoming and outgoing calls.

2. How It Works — A Single Infrastructure for Inbound & Outbound AI Calls

Inbound Journey
A customer dials your Exotel number. The call is routed through a configured Exotel App Flow that includes a Voicebot Applet and Passthru Applets, connecting seamlessly to OmniDim’s WSS endpoint.
Within milliseconds, the OmniDim voice agent greets, understands, and assists the caller — handling inquiries, scheduling callbacks, or transferring to a live agent if needed.

Outbound Journey

Your CRM or OmniDim triggers outbound campaigns (reminders, follow-ups, upsells, or surveys) via Exotel’s Outbound API.
Each call is streamed in real-time to OmniDim’s AI engine, allowing the bot to converse naturally — confirming appointments, verifying leads, collecting consent, or qualifying prospects before escalating to sales or support teams.

Whether the call starts with the customer or the brand, the experience remains identical — fast, responsive, and contextually intelligent.

3. Business Impact: Why This Combination Matters

4. Architecture Overview

Inbound Flow:
PSTN → Exotel → Voicebot Applet → OmniDim Voicebot (via WSS) → Real-time response → Optional escalation → Hangup

Outbound Flow:
OmniDim/CRM → Exotel Outbound API → Customer PSTN → Exotel AgentStream→ OmniDim Bot → Live Interaction / Escalation

Both flows leverage Exotel’s bidirectional streaming layer, which ensures sub-second latency, 16kHz high-fidelity audio, and compliance-grade routing.

5. The Playbook for Enterprises

Step 1: Set Up Exotel

Buy or use an existing Exophone number.
Create a call flow using App Builder and include the Voicebot applet with OmniDim’s WSS endpoint.

Step 2: Configure OmniDim

Login to OmniDim → Phone Numbers → Import Exotel Number → Add Exotel credentials (SID, token, app ID).
Once imported, inbound and outbound streaming is ready.

Step 3: Enable Outbound Campaigns

Use Exotel’s Make-Call or Campaign APIs to trigger outbound calls via OmniDim.
Each call is automatically routed to the bot for contextual handling.

Step 4: Test and Monitor

Run test calls. Use OmniDim dashboards for intent and conversation metrics, and Exotel’s dashboards for call-level insights, latency, and recordings.

6. Industry Scenarios Where It Shines

»BFSI (Banking, Insurance, Fintech)

Outbound: Loan reminders, KYC follow-ups, premium renewals.
Inbound: Policy inquiries, status checks, claim guidance.

»Healthcare

Outbound: Appointment confirmations, prescription reminders.
Inbound: Triage, rescheduling, and report delivery.

»Education & EdTech

Outbound: Lead nurturing, enrollment confirmations.
Inbound: Course assistance and payment updates.

»Retail & E-commerce

Outbound: Delivery updates, COD confirmations, re-orders.
Inbound: Support queries and feedback calls.

»Mobility & Logistics

Outbound: Pickup scheduling, driver verification.
Inbound: Real-time assistance and rerouting.

7. The Value Beyond Integration

Together, they provide a plug-and-play stack that’s enterprise-grade, yet flexible for developers.

8. Why Outbound Voice AI is a Game Changer

Outbound voice automation isn’t just about call blasts — it’s about revenue acceleration and CX consistency.

• Reconnect with Silent Leads: AI calls unresponsive leads and brings them back to the funnel.
• Drive Collections: Smart reminders that adapt tone and timing dynamically.
• Humanize Retention: Personalized, multilingual, and emotionally aware outreach.
• Measure Impact: Use Exotel’s call analytics + OmniDim’s intent data to quantify engagement and ROI.

Outbound automation transforms passive pipelines into active conversations — the difference between lost opportunities and retained customers.

9. The Future of Voice Automation

This partnership is just the beginning of what’s next for enterprise voice.
Exotel’s AgentStream platform will continue to evolve with richer metadata, dual-channel recordings, and adaptive streaming.

OmniDim will deepen its AI orchestration and emotional understanding, making enterprise voicebots indistinguishable from human agents.

Together, they’re building the infrastructure for the next generation of voice-led business engagement.

About Exotel

Exotel is Asia’s leading Customer Engagement Platform, powering 9 billion annual conversations across Voice, SMS, WhatsApp, and Video.Learn more →

About OmniDim

OmniDim is an enterprise-grade conversational AI company that helps businesses deploy natural, context-aware voice agents for inbound and outbound engagement.Learn more →

Exotel × OmniDim:Learn more —->