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 &...
The shift in personalising customer communication in the BFSI industry and trends to look out for in the future
When it comes to personalisation, a study by PWC’s digital service group shows that 94% of senior-level executives believe delivering personalisation is critical or important to reaching out to customers. In this age, almost every industry has adopted personalisation in its communication approach with customers....
The Customer Communication Playbook (Pandemic Version): 5 Lessons from Leading Financial Enterprises
The past decade has accelerated change at an unprecedented pace across leading financial firms. Undoubtedly, the fintech and digital payments revolution has advanced the future of the entire industry into a reality today.     But this century’s biggest event, the COVID pandemic, has picked holes in...
What is VoIP & How does it Work? (Advantages, Disadvantages & Cost)
Over the last decade, India has more than quadrupled its internet penetration rate. It’s now easier and more affordable than ever to access a high-quality internet connection in India. As a result, more and more businesses are eyeing VoIP to power their customer communication. In...
Leverage Insights from Voice Communication To Optimise The Customer Journey
The most critical customer conversations, be it to close deals or to resolve critical support tickets, happen on phone calls. And yet, few businesses can track or record these conversations easily, while fewer take the time to analyse and draw insights from them. There is...
The What, The How and The Why of Using Call Centre Scripts in 2021
Self-service, live chat, chatbots, email — despite many alternatives emerging for customer support, the contact centre continues to be the most preferred way for customers to get their questions answered and problems resolved. A telephone conversation is often the simplest and fastest way to get...
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