Exotel named a Leader in the IDC MarketScape: Asia/Pacific AI-Enabled Front-Office Conversational AI Software 2025

IDC’s MarketScape evaluated vendors on capabilities and strategy for APAC front-office conversational AI.
Exotel’s Leader placement signals strong current capabilities and a strategy aligned to APAC needs — regionalization, multilingual support, and enterprise readiness.

Products of Exotel in Conversational AI domain

Exotel GenAI Chatbots: Deliver humanlike, multilingual conversations that automate customer queries across web, apps, and messaging channels.
Exotel Voicebots: Provide natural, AI-driven voice interactions for automated support, lead qualification, and service workflows at scale.
Conversation Quality Analysis (CQA): Analyze 100% of conversations with AI to uncover insights, measure quality, and improve agent performance in real time.
Agent Assist: Equip agents with real-time suggestions, summaries, and contextual intelligence to resolve customer issues faster.
ExoInsights: Unlock deep operational intelligence with AI-powered analytics that enhance decision-making and service performance.
ExoMind API: Enable empathetic, humanlike conversations by integrating advanced LLM-powered intelligence into any customer-facing workflow.
Omnichannel Conversational AI: Chatbots, voicebots, and contact-center integration across voice, SMS, WhatsApp and more.

Position: Leaders category — Asia/Pacific front-office conversational AI (IDC MarketScape, 2025).

Regional focus: Strong APAC capability with language, regulatory and cultural considerations.

Approach: Emphasis on scalability, flexibility, and reliability; domain-specific, prebuilt solutions.

Commercial strengths: Predictable, modular pricing and partner ecosystem for regional deployments.

Product roadmap: Focus on personalization, observability, automation and movement toward agentic AI.

Resiliency & reliability: Proven uptime and stable front-office AI operations.

Predictable economics: Hybrid modular pricing (unit, seat, tier) for transparency and cost control.

Regional readiness: Language, compliance, and partner support for APAC deployments.

Rapid time-to-value: Prebuilt domain solutions reduce implementation effort and risk.

Partner mentality: Focus on long-term AI partnership over point solutions.

Faster regional expansion recommended — more local offices/partners will shorten time-to-support in certain APAC markets.

Strengthen thought leadership and advisory services to accelerate enterprise AI adoption.

Automate customer queries, transactions, and fraud checks through secure, intelligent conversational AI

Streamline orders, returns, and personalized recommendations to drive faster conversions.

Enable smart product discovery and loyalty engagement with behavior-driven conversational experiences.

Automate appointments, follow-ups, and symptom triage for smoother, faster patient care.