Call Centre Management – Effective Tools, Processes and Metrics Businesses Need
Businesses set up call centres with one goal in mind: Delivering a stellar customer experience (CX). But great CX needs more than just setting up the phone lines. It requires ongoing call centre management that ensures calls are being received and answered, customers are getting...
6 emerging CX trends for contact centres in 2022
We are in the wake of almost everything turning digital. As technology is ever-evolving, we wouldn’t know what a future contact centre would look like. But one thing is for certain: it is unlikely to be a “physical” entity. Customers’ expectations of business contact centre...
We’ve Raised $40 Million in Series D to Help Enterprises Deliver Connected Conversations
2021 has been transformational for Exotel - we raised multiple rounds of funds, merged with Ameyo, acquired Cogno AI and emerged as leaders in customer engagement space in emerging markets. From being a customer communication platform that could support only two channels, we became a...
SMS Campaign Software 101 – A Brief Guide for Businesses
SMSes not only have 98% open and read rates but are also read within the first 90 seconds of the delivery. Clearly, SMS is a valuable communication channel for businesses and one of the most common uses of SMS is to run campaigns. (Source: CTIA...
How Indian Financial Institutions are Transforming Their Customer Engagement Practices
“I miss visiting the branch of Axis Bank to interact with the folks I know over there for years,” said Shivakumar Ganesan’s mother, when the pandemic locked down the country early last year.  Shivakumar is our CEO, also fondly called Shivku. His mom continues, “Still,...
We’ve Acquired Cogno AI, a Conversational AI Platform to Enable Intelligent Omnichannel Conversations
The customer communication landscape is changing faster than ever post the pandemic. At Exotel, we’ve been hard at work helping our customers adapt to these changes over the past 18 months. And we’ve had quite a ride - we merged with Ameyo and raised two...
How we used Firefoot to make our Call Recording pipeline more efficient
"Competitor-obsessed startups rarely win. Customer-obsessed startups always win." Exotel's Voice Platform handles millions of calls per day, among which 35% of total calls are recorded and uploaded to the cloud for long-term storage and customer access. In the current age of data, call recordings are...
Arun Sarin, Ex-Vodafone Chief, joins us as a mentor & angel investor
As most of you already know, the former Vodafone CEO Arun Sarin has joined Exotel as a mentor and angel investor. Arun is a telecommunications veteran and served as the Chief Executive Officer (CEO) of Vodafone Group from 2003-2008. His career began in 1984 at...
Types of Auto Dialers & How to Choose the Right one for your Business (+Benefits & Use Cases)
Are you looking to increase the productivity of your agents? Using an auto-dialer for your call centre can be a straightforward way to bring about instantaneous results. Here’s how - manually dialling a number takes approximately 10-15 seconds. For someone who makes dozens of calls...
We’ve raised funds (and the bar!) – We’ve raised 35 million USD in series C funding
I come bearing some exciting news! We are inching closer to our goal of building a world-class cloud-based customer engagement platform. We have raised Series C funding of $35 million from IIFL AMC, Sistema Asia Fund, CX Partners, Singularity Growth Opportunities Fund, A91 Partners &...
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