Every business has unique requirements and challenges. And with changing customer expectations, managing and enabling communication is becoming complex. To add to this, out-of-the-box solutions usually offer a one-size-fits-all approach that limits adapting to customer needs. That’s why Contact Centre APIs exist – they give businesses 100% control and freedom to build their own communication platform and workflows.
These APIs are like building blocks for modern call centres. Some of the most common users of these APIs are enterprises with complex workflows and requirements. They are also used by small businesses trying to solve specific communication problems.
This API helps you monitor the live status of all your agents at a glance (busy/free/offline).
Create, modify or delete users without having to log into the Exotel dashboard.
Automatically transfer call details from Exotel to your CRM/Helpdesk app once the call is over.
Using this API, you can connect incoming calls to agents based on availability or priority/expertise.
Enable agents to log on or off from their endpoints without having to log into the Exotel dashboard.
This API enables call centre supervisors to listen, whisper or barge in on an ongoing call for various purposes – training new agents, quality checks, handling escalations, etc.
Data privacy is critical. This is especially true for some industries like financial services, healthcare, etc that need to be extremely cautious regarding sharing customer data. To avoid giving unnecessary access to a third party, they prefer using APIs to build their own call centre dashboards
As a business grows, its requirements become increasingly complex. Meeting them becomes difficult via a made-for-all dashboard. That’s when they usually start customising their customer communication platform using call centre APIs.
Exotel made agent performance monitoring and reporting seamless
The best things about Exotel are – Click to Call for KYC, IVR campaign, App Bazaar, Lite dashboard, which specifically showcases call flow monitoring, agent performance monitoring, reporting, easy to set up, and to top it, the support from the account manager.
Exotel goes above and beyond to ensure seamless business operations and customer support
Using Exotel’s contact centre solution was critical for our business continuity at a time when enterprise operations switched overnight. They helped us early during the journey to handle and track a surge in call volume by configuring the server backend. In fact, their support executives went above and beyond to make this happen. Today, we have augmented our data-driven approach using Exotel to share and manage inputs for agents to reach desired outcomes. It allows us to identify areas of improvement and strengths.
Exotel stands out among cloud telephony providers with exceptional customer support
We have worked with various cloud telephony players, but Exotel has proved to be the most dependable. We like the conversations with the team, the pro-activeness to reduce our costs whenever possible without us asking for it, and that when we raise a ticket, it gets resolved with reason and meaning. It’s fun working with people at Exotel, and hope to continue this for a long time..
Exotel boosts business performance and reduces service cost
Exotel's automated calls have helped in increasing our service levels and reducing our costs since there is no need for any manual intervention.
ISO 27001:2013 certified information security management system
Gain competitive advantage from patented products
Best success rates, voice quality and reduced latency
Grow at will, expand without worrying about infrastructure
Best in class uptimes of 99.94% including operator uptimes
24×7 customer support via phone, email and Twitter