Contact Center Solution for Enterprises

Cloud Contact Center Solution for Enterprises

Offer seamless omnichannel customer experience, including inbound and outbound calls, SMS, WhatsApp, live chat and even video conferencing — all from one convenient interface.

 

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What is a cloud contact center solution?

 

Contact center software solution is a modern-day software that empowers enterprises to manage omnichannel customer support from one place. Using a contact center solution, agents will have a 360-degree view of every customer, enabling them to address queries quickly and effectively.

 

 

 

How does a cloud contact center work?

A contact center solution for business brings together all your communication channels in one easy-to-use interface so you can offer a consistent experience to your customers and prospects alike.

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1

Onboard to a cloud-based contact center solution

Choose a solution that meets your needs and onboard yourself. You can get started within 2-3 hours with Exotel.

2

Integrate your existing channels

From messaging apps like WhatsApp to various CRM/helpdesk software, integrate all your channels to your new contact center solution.

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3

Leverage the new solution

Train your agents to access and use data from across channels to understand the customer relationship better.

Why your Business Needs a Cloud Contact Center?

Learn how cloud contact center works and how you can benefit from it in this video.

Why do you need a cloud contact center solution?

Exotel’s hosted contact center solution is not just a call center management software. The critical difference is that a contact center solution offers more than just making and receiving calls. It empowers you to manage all your communication channels, be it voice, text or video, from one place. This has several benefits.

effective customer experience with Exotel cloud contact centre solution

Effective customer experience

Whether the customer contacts you on Twitter or through the toll-free number, they can have continuity of the conversation. This makes it easier for agents to resolve queries and for customers to get them resolved.

better agent productivity with contact center solution

Better agent productivity

Your agents no longer need to switch between different screens and apps to get the information they need. This saves them time, which they can use to focus on engaging with the customer.

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360-degree analytics

With a virtual contact center solution, you can get advanced analytics for all your communication channels, measuring business KPIs effectively.

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On-demand scalability

As your business grows, your cloud-based contact center solution can grow with it. Without investing in new infrastructure, network or devices, you can scale effortlessly.

What features does a contact center solution have?

omnichannel customer engagement

Omnichannel Customer Engagement

Manage SMS, WhatsApp, voice calls, video conferencing and more from one interface.

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Complex Integrations

From messaging apps like WhatsApp to various CRM/helpdesk software, integrate all your channels into one interface.

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Multi-level IVR

Personalise your welcome message, and route the customer to the right agent seamlessly.

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Automated Calls and SMS

Streamline your process and save agent time with automated SMS, pre-recorded calls and auto-dialers.

record incoming outgoing calls

Call Recording

Automatically record all incoming and outgoing calls, whether you need them for training or conflict resolution.

easy call flows with dashboard

Drag-and-drop Dashboard

Build your call flow, set up voicemail, custom greetings etc., without needing a developer.

Benefits of cloud contact center software over a traditional PBX system

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Omnichannel contact center solution

Today, a regular customer uses 2-3 channels on average to contact a business. In the process, they also want the information/context passed on from channel to channel automatically without having to repeat themselves to every new agent they meet.

To enable this, an enterprise support needs to be enabled by contact centers to offer a consistent and effective omnichannel customer experience. That’s where omnichannel contact centers come into the picture.

 

A robust solution needs to integrate effortlessly with communication channels, messaging apps and enterprise applications like CRM/helpdesk. It needs to collate data from across sources to present a meaningful view of the customer relationship. It needs to be designed to help agents access the information they need as quickly and efficiently as possible.

A robust omnichannel cloud contact center solution needs to be flexible and scalable to meet the customer’s evolving demands.

FAQs

What is a contact center solution?

A contact center solution is a centralised software that helps manage all incoming and outgoing enterprise communications. Exotel’s contact center solution is cloud-based and does not require an on-premise EPABX or PBX system.

What is an omnichannel contact center solution?

Omnichannel customer support is when you offer seamless interactions across various channels like SMS, WhatsApp, inbound and outbound calls, video conferencing etc. An omnichannel contact center solution enables you to manage all these conversations from one place.

 

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Can omnichannel contact center solutions work for a remote workforce?

Absolutely. Exotel’s omnichannel contact center solution offers precisely that. You can send SMSes, make calls, receive calls and even have video conferences with Exotel. Not only that, your admins can also manage devices and permissions, assign tickets, add/remove agents etc., all remotely.

 

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How does automatic call tracking work when agents work remotely?

Whether your customers are calling a virtual number, which is routed to remote agents, or your agents are using click-to-call to make outbound calls, every conversation is securely routed through our cloud contact center. This solution tracks and monitors all calls, including information such as time of call, its origin, duration etc.

 

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What do companies use a contact center solution for?

Businesses use contact center solutions to offer omnichannel customer support. Some channels like text messaging can be cost-efficient when compared to voice. On the other hand, video conferencing might be effective in problem-solving and building trust. Any business that offers support across all these channels needs a unified interface to manage them — this is what a contact center solution provides.

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

Call center solution enables you to manage inbound and outbound calls. It is exclusive to voice as a channel. Contact center solution empowers you to offer an omnichannel experience. Read more here.

Is a call center solution not enough?

If you’re using voice as the only channel, then a call center solution is enough. You can use a call center solution to manage voice and choose other tools for WhatsApp, text, video conferencing etc. However, these conversations will be siloed. Your agents will not have a complete view. This means that every time a customer contacts on a new channel, they have to repeat themselves. This will significantly affect the customer experience.

 

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How much does Exotel’s contact center solution cost?

Please schedule a callback for details of Exotel’s pricing.

 

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Here’s what our customers have to say

Shashank ND


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


Co-Founder & CEO, Practo

Sudhanshu Raheja


In terms of delivery rates, we have been able to push it up from about 84% to 92%


Head of Mobile, GOJEK

Shirish Subramanian


Great product, great team, and we’d love to see you scale crazy heights.


Head - Sourcing & Operations, Fabelio

Rajkishan


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

Try Exotel’s Cloud Contact Center Solution Free for 7 days

Sign up and get 1000 free call & SMS credits

Resources

cloud-contact-centre-vs-on-premise-contact-centre

A Cloud Contact Centre vs An On-Premise Solution: Which Is Your Best Bet?

Read More

Call Center vs Contact Center: Which One is Better for Your Business?

Read More

why-omnichannel-contact-centre-are-the-way-to-go

Omnichannel Contact Centers Are the Way to Go. Here’s Why

Read More

The Exotel Advantage

Know why Exotel is considered as the most reliable enterprise cloud communications company in India and Southeast Asia

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Superior Quality

Best success rates, voice quality and reduced latency

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Scale at Ease

Grow at will, expand without worrying about infrastructure

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Superior Reliability

Best in class uptimes of 99.94% including operator uptimes

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Best Support

24×7 customer support via phone, email and Twitter

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Simple to implement

Sign up and get started in less than 30 minutes, integrate easily using our REST APIs

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Extensive Reporting

Easy to understand, detailed reports sent every day

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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