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

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?

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.

Integrate your existing channels

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

Leverage the new solution

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

Why do you need a cloud contact center
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

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.

360-degree analytics

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

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.

The Exotel Advantage

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

Simple to implement

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

Extensive Reporting

Easy to understand, detailed reports sent every day

Trusted by

What features does a
contact center solution have?

Omnichannel Customer Engagement

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

Complex Integrations

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

Multi-level IVR

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

Automated Calls and SMS

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

Call Recording

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

Drag-and-drop Dashboard

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

Resources

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FAQ

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.

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.

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.

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.

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.

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.

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.

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

Omnichannel contact center solution

1

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.

2

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.

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