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Exotel delivered a strong FY25 turnaround, achieving ₹34 crore in EBITDA through AI-led customer engagement, improved unit economics, and disciplined execution. With a scalable, reliable CX platform and global expansion, Exotel demonstrates how AI-first orchestration can turn customer experience into a sustainable growth and profitability engine.
Exotel today announced a strong operating turnaround in FY25, underscoring how disciplined execution and AI-first customer engagement can transform customer experience from a cost centre into a measurable driver of profitability.
In FY25, Exotel reported positive EBITDA of ₹34 crore, compared to an EBITDA loss of ₹31 crore in FY24, supported by sustained margin expansion, tighter cost discipline, and operating leverage. Operating revenue grew to ₹490.5 crore, reflecting steady, quality-led growth rather than a one-time spike.
Exotel’s FY25 performance highlights a structural shift in how customer engagement economics can work at enterprise scale. A 340 basis-point year-on-year improvement in gross margins, combined with an approximately 10% reduction in operating expenses, points to lasting improvements in unit economics rather than short-term optimisation.
At the same time, the platform handled more than 25 billion customer interactions annually, enabled over 4 billion AI-led resolutions, and delivered 99.99% uptime across mission-critical customer journeys—demonstrating that scale, reliability, and profitability can coexist.
FY25 marked a year of deep platform strengthening for Exotel, with focused investments across its Voice Platform, Conversational AI, and Enterprise Contact Centre Software. Central to this strategy is Harmony, Exotel’s AI-first customer engagement orchestration layer that unifies conversations, context, and workflows across channels.
Rather than deploying AI as isolated bots, Exotel’s platform enables agentic AI—systems that can plan, act, and complete tasks in collaboration with human agents. This approach has helped enterprises move beyond basic automation toward outcome-driven CX use cases such as faster onboarding, improved collections efficiency, higher first-contact resolution, and reduced churn across banking, fintech, healthcare, and e-commerce.
With over 14 years of operating experience, Exotel serves 7,000+ enterprises, including Apollo 24|7, Shiprocket, HDFC Securities, Truecaller, Piramal Finance, Future Generali, JSW, and MG Motor. In FY25, the company strengthened its presence across India, Southeast Asia, the Middle East, and Africa, and expanded operations into the Kingdom of Saudi Arabia, marking the next phase of its global growth.
Commenting on the milestone, Shivakumar Ganesan, Founder & CEO, Exotel, said:
“FY25 represents a defining shift in Exotel’s journey. By strengthening our core platforms, embedding AI deeply into customer journeys, and operating with discipline, we’ve shown that AI-led CX can deliver both superior experiences and sustainable profitability. As we move into FY26, our focus is on scaling this model responsibly and globally.”
Adarsh Dikshith, CFO, Exotel, added:
“The FY25 turnaround reflects several years of foundational work across unit economics, cost discipline, and platform focus. We are now operating from a much stronger financial base, giving us the flexibility to invest deliberately, extend operating leverage, and compound value over the long term.”
Early indicators for FY26 show continued momentum, with Exotel’s Core Voice Platform, Enterprise Contact Centre, and Conversational AI businesses tracking 20–21% year-on-year growth. As enterprises increasingly link CX metrics such as CSAT, NPS, and journey completion directly to financial outcomes, Exotel is positioned to support AI-led transformation initiatives that combine efficiency, intelligence, and trust.
Exotel’s leadership in AI-powered CX has been reinforced through inclusion in the 2025 Gartner® Innovation Guide for Generative AI Technologies, the Forrester CCaaS Landscape, recognition as Most Trusted ICT Brand at CIO CHOICE 2025, and strong ratings in independent Voice of the Customer reports.
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
