Field Workforce Management Solution

Trusted by

cloud communications

Chirag Patel

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.

Engineering Manager, 1mg

Shashank ND

We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.

Co-Founder & CEO, Practo

Prateek Jain

The number masking feature has been a very worthy addition to making our customer experience even better.

Former Associate Director - Driver Experience, Olacabs

Kumar Vinod

We used to use a traditional PBX system before. But that doesn’t have the capabilities of Exotel’s IVR system. So, we decided to use Exotel for our IVR cancellation system.

Senior Manager - Operations, redBus


Exotel's automated calls have helped in increasing our service levels and reducing our costs since there is no need for any manual intervention.

Senior Manager - Operations and Strategy

Praveen Kumar

Exotel's APIs are very clearly defined. Our tech team could integrate them in no time. It’s easy to incorporate into any product.

Assistant Vice President, Quikr Services

Ranjana DK

An excellent, user friendly and cost effective platform. Automations make it very easy for the caller and receiver to interact efficiently. We are truly glad to have moved to Exotel.

Sales and Marketing Manager, T0rq03 Sports & Adventures

Satish Chugh

Very supportive and understanding staff who have lived up to every expectation, and at times exceeded them too.

Senior Manager- Last Mile Design, Ekart


What is a Field Workforce Management Solution?


A field workforce management solution is a digital platform for engaging frontline employees. It allows field staff to securely make calls from their mobile phones through an API. It also acts as a field service management solution enabling managers to monitor and analyze data, resolve disputes, and operationalize best practices.


It improves the efficiency of calls through advanced features like number masking, auto dialer, real-time notifications, etc. And offers better visibility into field sales operations with analytics and dashboards.

Top Benefits of a Field Workforce Management Solution

No new equipment

The only things you need are existing mobile phones and an internet connection.


Equip staff with auto dialing and triggered notifications for timely action.


Spend less on maintenance, while enjoying better functionality than legacy systems.

Easier dispatching

Assign the right assignments to the right personnel, clearly and directly.

Improved efficiency

Make processes mobile — and faster — by eliminating the need for physical drop-in.

Better security

Shield private data from misuse by giving restricted access to customer’s information.

Better visibility

Know exactly which customer an employee is with, where, and for how long.

Increasing accountability

Allocate specific tasks and track whether they are completed.

Workforce analytics

Use insights about call timing, duration, number of attempts etc. for better decision-making.

Features of Exotel’s Field Workforce Management Solution


Exotel’s API allows click-to-call from mobile phones, anywhere, anytime. This way your agents can reach your customer within a few clicks, and thus, they end up saving time by not having to manually dial a new number each time.

Call Recording

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.

Live Call Transfer

Transfer calls to the right agents contextually and instantly in a click of a button. Improve customer experience and reduce resolution times.

Call Analytics

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.

Auto Dialer

Streamline your calling process and improve your agents’ productivity using our auto dialer software. Whether you’re calling to conduct surveys, take feedback, or for sales, auto-dialer helps your agents to get more done in less time.

Visual drag-drop APIs

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.

Some Success Stories

How Ola using Exotel connects drivers and riders without compromising on customer privacy

Read Story

How Ekart connects delivery agents and customers while maintaining the privacy and offering superior communication

Read Story

How Swiggy streamlined its delivery operations using Exotel

Read Story


exotel - last mile delivery

Cloud Telephony for Last Mile Delivery Operations

With a boom in the e-commerce sector, last-mile delivery is garnering a lot of attention. And it does not entail only faster deliveries. This white paper aims to look into bridging the gap of communication between the customer and the company in delivering the product.


On what platform does a field workforce management solution work on?

The field workforce management solution works on Exotel’s cloud telephony platform that offers cloud communication services for businesses. The cloud phone systems ensure that businesses have scalable and reliable access to a unified communication platform without having to worry about infrastructure setup or CAPEX.


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Is it the same as a field sales tracking solution?

Yes, the field workforce management solution helps to track field sales by monitoring the activity of field staff. It offers insights into the number of calls made, call duration, response time, lead conversion, etc using call reports and analytics.


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How many field agents will be accommodated in one plan?

Based on the plan you choose, Exotel offers unlimited channels for a certain number of agents, with a minimum of three agents per integration. There is no cap on the maximum number of agents who can be onboarded.


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How can I check a field agent's call and SMS reports?

Live dashboards and analytical reports are available with Exotel’s call reporting software, and this feature comes enabled with all of our plans. Additionally, daily reports are also sent by email.


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I already have a CRM software. Can I still use Exotel?

Yes! Exotel can be integrated into your CRM software using REST APIs, from which your field staff can simply start making calls using our click-to-call feature. The solution will be up and running in under 30 minutes, which means no paralyzing downtime.


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Can I transfer calls to other agents?

Exotel’s intelligent call management software lets you assign calls to any field agent. So if one does not pick up, the customer is not left waiting for assistance as they can be transferred to another.


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How does the field workforce management solution help to resolve disputes?

Every call made through Exotel’s cloud telephony platform is documented through the call recording software. This helps hold field agents accountable for their interactions and verify customer dispute claims. Learn more about this solution by scheduling a callback from an expert from our team.


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The Exotel Advantage

Why Exotel is considered as the most reliable cloud communications company in India and Southeast Asia


Highly Secure

ISO 27001:2013 certified information security management system


Patented Solutions

Gain competitive advantage from patented products


Superior Quality

Best success rates, voice quality and reduced latency


Scale at Ease

Grow at will, expand without worrying about infrastructure


Superior Reliability

Best in class uptimes of 99.94% including operator uptimes


Best Support

24×7 customer support via phone, email and Twitter

Try Exotel’s Field Workforce Management Solution free for 7 days

Get ₹ 1000 worth of free call & SMS credits

Find out how Exotel can work for you. Set up a call.

We take away some of the biggest pain points of traditional systems like EPABX.


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