Exotel Launches Ameyo XTRM, an Industry-First Telco Regulatory Compliant, Enterprise Contact Center Solution in India

Media Mentions

Gurugram, India, 01 March 2023:

Exotel, a leading full-stack customer engagement platform, today announced the launch of Ameyo XTRM, a cloud-based omnichannel contact center solution for 99.5% uptime. Ameyo XTRM is a pure cloud-based enterprise product running on top of Exotel’s scalable Communications Platform as a Service (CPaaS) that supports up to 35 million calls per day and billions of calls in a year. Ameyo XTRM can now support large volumes of voice communications for up to 20,000 agents and supervisors per enterprise at a time. It is also equipped with AI-powered bots acting as the first line of customer engagement before agents need to intervene, reducing the dependence on agent intervention and improving their productivity. This will enable agents to focus more on complex queries. In situations where the bot finds a query challenging to handle after a particular point, it is supported by a seamless bot-to-agent transfer.

Ameyo XTRM is the only software in India equipped with a pan-India Unified License Virtual Network Operator (UL-VNO) and offers fully-compliant bundled telephony services as per telecommunications regulations.

Consequently, it is quick to deploy and does not require implementing or updating legacy infrastructure to begin incorporating it into CX practices. It can help enterprises move their software and telecom infrastructure completely on cloud in a compliant way enabling agents to work from anywhere. This will help enterprises consolidate communication management processes into a single platform. Companies will now be able to stay cost-effective while scaling up their customer engagement rapidly and reliably. 

The cloud contact center market is undergoing significant transformation, with Gartner predicting that by 2024, 85% of customer support operations will be driven by cloud-based infrastructure, up from less than 20% in 2019. The growth is influenced by increasing migration from on-premise to cloud models in emerging markets, as well as a proclivity towards AI-based interactive tools for quick customer resolution. 

According to a CMO Pulse Report launched by Exotel, surveying 263 marketing leaders, customer retention over acquisition emerged as one of the most prominent marketing themes for 2023. As loyalty begins to hold the ultimate priority for brands across sectors, Ameyo XTRM presents enterprises an opportunity to implement massive reforms towards customer engagement, increasing customer satisfaction scores, decreasing support costs and scaling support volumes for rapid resolution. 

“Building upon the promise of the cloud, we’re delighted to launch Ameyo XTRM to support the digital transformation of companies across sectors, implementing a reliable, flexible, and scalable solution to modernize their customer support capabilities,” said Shivakumar Ganesan, Co-Founder & CEO, Exotel. He added, “with the additional ability to offer fully regulatory compliant cloud calling, over time, Exotel has emerged as one of the few key players in India providing a truly unified solution for customer engagement. The launch is just a precursor to expanding our capabilities, adopting and incorporating emerging technologies and capabilities in our product suite.”

About Exotel

In today's dynamic business landscape, customer expectations are constantly evolving. Businesses face the challenge of balancing the need for increased revenue, optimised costs, and exceptional customer experience (CX). Exotel steps forward as your transformative partner, offering a comprehensive AI-powered communication solution designed to address all three!

We leverage the cutting edge of AI to create co-pilots. These intelligent assistants seamlessly integrate across all communication channels (omnichannel), enabling hyper-personalized interactions with every customer. Imagine empowered agents receiving real-time guidance, leading to faster conversions and improved lead nurturing.

Exotel's impact extends far beyond the agent experience. AI co-pilots automate repetitive tasks, freeing up valuable resources and reducing operating costs. Additionally, AI-powered self-serve options empower customers to find answers independently, boosting overall CX. Exotel goes beyond just technology. We partner with you to craft customised solutions that unlock the true potential of AI-driven communication.

Let Exotel be your guide through the ever-changing business landscape and a partner for all things from customer engagement to customer experience. We'll help you achieve your unique goals while empowering every conversation like a friend.

For more info, visit: https://exotel.com

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