Resolve faster. Retain longer.
Exotel powers secure, reliable support across voice, messaging, & digital channels, helping teams respond faster & deliver personal, consistent experiences.
25B+Interactions a year, trusted by the leading brands.
Critical support journeys Exotel powers end-to-end
- True omnichannel support
- Faster response & routing
- Automation that works
- Quality & performance intelligence
- Secure, auditable interactions
The problem: Support teams struggle with disconnected channels, voice here, chat there, email somewhere else, forcing customers to repeat themselves.
Exotel enables:
- Unified support across voice, WhatsApp, SMS, email, in-app chat, and web messaging
- Centralized history via Conversational Context Data Platform (CCDP)
- Seamless switch between channels without losing context
Outcome
Fewer repeated questions and friction, better first-contact resolution.
The problem: Support teams struggle with disconnected channels, voice here, chat there, email somewhere else, forcing customers to repeat themselves.
Exotel enables:
- Unified support across voice, WhatsApp, SMS, email, in-app chat, and web messaging
- Centralized history via Conversational Context Data Platform (CCDP)
- Seamless switch between channels without losing context
Outcome
Fewer repeated questions and friction, better first-contact resolution.
The problem: Long wait times and mis-routing frustrate customers and increase churn.
Exotel enables:
- Smart routing with skills-based queues and priority paths
- Automated call distribution and sticky agent routing
- Intelligent IVR and bot pre-routing to deflect simple tickets
Outcome
Shorter hold times, faster answers, and happier customers.
The problem: Repetitive queries eat up agent time, order status, billing, account info, FAQs.
Exotel enables:
- 24/7 bots for FAQs, order status, shipment queries, billing info
- Self-service journeys that deflect low-value tickets
- Fallback to human agents when complexity rises
Outcome
Lower ticket volume, lighter agent load, faster throughput.
The problem: You can’t improve what you can’t measure, and most support teams lack insights.
Exotel enables:
- CQA for sentiment, compliance, and quality at scale
- Real-time dashboards on handle time, sentiment trends, and bottlenecks
- Agent scorecards and coaching signals
Outcome
Higher support quality, better training focus, and continuous performance improvement.
The problem: Support teams need secure workflows and compliance tracking.
Exotel enables:
- Number masking and privacy-preserving routing
- Audit logs and call recordings with compliance flags
- Data residency and security controls for regulated industries
Outcome
Safe, trusted support communication that meets governance needs.
One platform for every customer support journey
For E-commerce
For E-commerce- Order status inquiries via bot or live agent
- Return/refund workflows with proactive alerts
- Delivery updates and NDR support
- In-app call & chat with historical context
- Feedback and return-experience follow-ups
For E-commerce- Order status inquiries via bot or live agent
- Return/refund workflows with proactive alerts
- Delivery updates and NDR support
- In-app call & chat with historical context
- Feedback and return-experience follow-ups
For fintech & BFSI
For fintech & BFSI- Transaction alerts with agent support
- Loan/credit queries routed intelligently
- OTP fallback support across channels
- Compliance-aware disclosures and monitoring
- Payment reminders and self-service journeys
For fintech & BFSI- Transaction alerts with agent support
- Loan/credit queries routed intelligently
- OTP fallback support across channels
- Compliance-aware disclosures and monitoring
- Payment reminders and self-service journeys
For healthcare
For healthcare- Appointment confirmations and reminders
- Lab results & query support
- Care team call routing with privacy (masking)
- Billing support with status reminders
- Patient feedback and post-care follow-ups
For healthcare- Appointment confirmations and reminders
- Lab results & query support
- Care team call routing with privacy (masking)
- Billing support with status reminders
- Patient feedback and post-care follow-ups
Why support teams run on Exotel
99.99%
Built for scale with 99.99% uptime
25% uplift in FCR through smart IVR and routing
One integrated stack replacing point tools
40% reduction in AHT with AI-assisted workflows
60%
60% call deflection to self-service via AI agents
15-point CSAT uplift with context-aware conversations
True omnichannel with one unified view
Proven outcomes. Real impact.
JSW MG Motor India Supercharges Service
View Case StudiesAt JSW MG Motor India, our commitment to delivering exceptional customer experiences drives every decision we make. When we identified the need to streamline our customer communications, we sought a partner who shared our vision for service excellence. Through our collaboration with Exotel, we've transformed our customer service operations. The centralized system has empowered our 400+ agents to deliver consistent, high-quality service across all touchpoints. We're proud to see a 22% increase in customer satisfaction. The unique virtual numbers for each dealership have reinforced our brand identity while eliminating customer confusion. This transformation has strengthened JSW MG Motor's position as a customer-centric automotive brand, enabling us to focus on what we do best - delivering exceptional experiences to our customers.
Kapil Bajaj
Head - Digital Transformation and Analytics
JSW MG Motor India Pvt Ltd
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