A cloud contact centre software enables businesses to carry out their customer communications (calls, SMS) over the internet, without the need for an on-prem PBX phone system . It is easier to set up and maintain, cost-efficient and gives businesses more control and visibility into their operations.
Have a single number that your customers can reach out to you on. This number needs to be easy to remember and used in all your collaterals.
Smart call routing diverts calls to the right agents based on your customer’s input and the team’s availability.
Just drag-drop applets and build your call flow. Don’t wait for developers to code them.
Our auto dialer software helps streamline your calling process. It removes the need for manual dialing, allowing agents to get more done in less time. Whether you’re calling to conduct surveys, take feedback, or for sales, auto-dialer helps agents be more efficient.
With Exotel, you can do anything from creating a simple IVR to complicated call functions using our visual APIs or ‘App Builder’ as we like to call it.
Our call center software allows you to record calls, monitor them and make better business decisions. Helps in training agents, customer dispute resolution and taking data driven business decisions to offer a great customer experience.
Know exactly how your team is performing over phone calls. Get a detailed daily report with call statistics for your company and individual agents as well as groups.
Think Google Analytics for your calls with our call center software. Get detailed analytics on all the campaigns you run with information on the status of each call and SMS.
Missing a call means losing a potential customer or missing the opportunity to solve a customer’s problem. With our call center software, stay informed about your business calls and serve your customers better. Get notified at the right time.
Our automatic call distributor software routes calls based on a lot of conditions like time of the day a customer calls, the geography a customer is calling from or even the customer who is calling.
Missed call to get a service is a very effective way of doing business. It is also an incredibly useful tool for customers. Ask your clients to give a missed call to a number and customise the response to suit your business.
Setup a call center in minutes. Add co-workers, create a call flow and you are good to go!
Add/remove agents, virtual numbers (Exophones) and increase or decrease the number of calls without worrying about the infrastructure.
No spending on infrastructure, set up or maintenance.
With in-depth daily reports and analytics, you can keep track of customer conversation and agent performance
You can make changes to your call flows and set up without a dedicated team or person to monitor it
Listen to customer feedback and improve your product/service using call recordings, available in your inbox
Cloud call center software is readily accessible from wherever you are and on any device you use, with far more capabilities than an EPABX/PBX telephony system offers. This includes intelligent call routing, conversation analytics, unlimited channels to manage a sudden call surge, and more. Existing telephony hardware such as cables, switchboards, desk phones is replaced by software that is virtually maintained and operated by a third party. Choose a vendor that offers service uptime that is around 99.2% or more. This is to ensure you never get caught in downtime and miss crucial business calls.
A third-party vendor usually hosts a purpose-built call or customer support solution that you can set up within a short time to help you interact with customers, gather call insights and resolve customer concerns better. With an account that allows you to access the software on any device (handheld or PC-based), configure teams or set up call routing to specific sets of teams. The solution can even track call performance in real-time from the account-linked dashboard
Exotel provides uptimes of 99.95+% including operator uptimes, coupled with 24×7 customer support via phone, email and Twitter.
Compared to a traditional PBX system, the cloud telephony system allows you to pay for what you use, broadly through plans that suit business requirements or scale. Enterprises can talk to us (link below) for custom configurations to help large-scale teams engage better, or to support a host of use cases. All you need to get started with cloud telephony is a computer and internet connection.
A call centre solution helps you manage inbound and outbound calls. It is exclusive to voice as a channel. On the other hand, a contact centre solution helps you offer an omnichannel experience while deriving customer context from the host of channel-based interactions. Read more here.
Exotel's API documentation and implementation process is extremely simple and easy to follow. There were no hassles in setting it up. We use other cloud telephony platforms as well but Exotel gets a big thumbs-up from us for their ease of use.
We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.
The number masking feature has been a very worthy addition to making our customer experience even better.
Exotel's automated calls have helped in increasing our service levels and reducing our costs since there is no need for any manual intervention.
Exotel's APIs are very clearly defined. Our tech team could integrate them in no time. It’s easy to incorporate into any product.
Very supportive and understanding staff who have lived up to every expectation, and at times exceeded them too.
ISO 27001:2013 certified information security management system
Gain competitive advantage from patented products
Best success rates, voice quality and reduced latency
Grow at will, expand without worrying about infrastructure
Best in class uptimes of 99.94% including operator uptimes
24×7 customer support via phone, email and Twitter