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.
Choose a solution that meets your needs and onboard yourself. You can get started within 2-3 hours with Exotel.
From messaging apps like WhatsApp to various CRM/helpdesk software, integrate all your channels to your new contact center solution.
Train your agents to access and use data from across channels to understand the customer relationship better.
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.
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.
With a virtual contact center solution, you can get advanced analytics for all your communication channels, measuring business KPIs effectively.
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.
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
Sign up and get started in less than 30 minutes, integrate easily using our REST APIs
Easy to understand, detailed reports sent every day
Manage SMS, WhatsApp, voice calls, video conferencing and more from one interface.
From messaging apps like WhatsApp to various CRM/helpdesk software, integrate all your channels into one interface.
Personalise your welcome message, and route the customer to the right agent seamlessly.
Streamline your process and save agent time with automated SMS, pre-recorded calls and auto-dialers.
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.
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.
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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