Cloud Based Call and Contact Center Software

Use case

Call Center Software for Business

Exotel’s cloud based call center software has all the features to efficiently manage your inbound, outbound or a combination customer call center. Get started in a few minutes, and scale as you wish! No more struggling with traditional systems like EPABX.

What is a cloud call center software?

All the features you require in a call center software to efficiently manage your customer call center on the cloud – IVR, call recording, routing & more. No more hassles with EPABX systems.

How Exotel’s call center software works

Customer facing number

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.

Get a virtual number

Get a virtual number from Exotel. Divert all calls from your customer facing number to the this number.

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Customise the call flow in dashboard

Personalize the message the customer is going to hear upon calling this number. Create an IVR greeting, add voicemail option, set office hours etc.

Route calls to the right agents

Smart call routing diverts calls to the right agents based on your customer’s input and the team’s availability.

Easy visual drag-drop builder

Just drag-drop applets and build your call flow. Don’t wait for developers to code them.

Why a cloud contact center software

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Quick setup

Setup a call center in minutes. Add co-workers, create a call flow and you are good to go!

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Scale at ease

Add/remove agents, virtual numbers and increase or decrease the number of calls without worrying about the infrastructure.

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No specialist required

You can make changes to your call flows and set up without a dedicated team or person to monitor it

Cost effective

No spending on infrastructure, set up or maintenance.

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Exhaustive analytics

With in-depth daily reports and analytics, you can keep track of customer conversation and agent performance

Easy call tracking and analytics

Listen to customer feedback and improve your product/service using call recordings, available in your inbox

Benefits of cloud contact center software over a traditional PBX system

Try our cloud call center software free

Sign up to get free Call & SMS credits for 15 days. No credit card required.

What you get from Exotel’s call center software solutions

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Multi-level IVR

Give your customers a seamless experience every time they call you. Personalize, customize, sound professional with our IVR solutions.

Real-time notifications

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.

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Unlimited channels

When we started Exotel, we decided never to let a customer miss even a single call due to channel capacity constraints. Have unlimited concurrent calls on the same number.

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Call recordings

Our call center software allows you to monitor calls and make better business decisions. Helps in training agents, customer dispute resolution and taking data driven business decisions to offer a great customer experience.

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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.

Daily email reports

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.

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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.

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Automated calls & SMS

You can make automated IVR calls to track marketing ROI, collect customer feedback, confirm COD orders, etc.

Missed call services

Missed call is 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.

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Conditional call routing

You can route 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.

FAQs

What is cloud call centre software?

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.

How do cloud call centres work?

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

How reliable is Exotel's cloud call centre software?

Exotel provides uptimes of 99.95+% including operator uptimes, coupled with 24×7 customer support via phone, email and Twitter.

Get a 15-day trial here

How is a hosted contact centre software different from a traditional PBX or EPABX?

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.

Contact our enterprise team

What is the difference between a call centre solution and a contact centre solution?

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.