Cloud Call Centre Solution for Businesses

Use case

Cloud Call Centre Solution for Businesses

Improve customer experience with a remote-ready & fully capable cloud call centre solution. Set it up in a few steps & scale at will with zero infrastructure-related costs.

 

 

cloud-call-center

Trusted by

pbx-supplier-india
cloud communications
cloud-call-center-solutions

What is call centre software?

 

Call Centre Software helps businesses efficiently manage remote sales and support conversations. It helps agents stay productive and have better customer context with helpful automations & insightful call analytics. With call centre software from Exotel, you can reduce ticket resolution time, improve CX scores and grow revenue with key features including drag & drop call flow builders, auto-responders to repetitive queries, and Caller ID management for better sales call pick-up rates.

Why do you need call centre software

Learn how Exotel helps grow your business, with customised solutions for key industries – BFSI, Ecommerce & 3PL, ITeS & BPO, Education & more.

How Exotel’s call centre software works

cloud-call-center-software-solutions
1

Customer facing number

Have a single number that your customers can reach out to you on. This number needs to be easy to remember and used in all your collaterals.

2

Get an Exophone

Get an Exophone (virtual number) from Exotel. Divert all calls from your customer facing number to the your Exophone.

call-center-cloud-solutions
customise-call-flow-with-cloud-call-center
3

Customise the call flow in dashboard

Personalize the call flow to ensure customers have a great experience. Create an IVR greeting, add voicemail option, set office hours etc.

4

Route calls to the right agents

Smart call routing diverts calls to the right agents based on your customer’s input and the team’s availability.

call-routing-cloud-call-center-software

What you get from Exotel’s cloud call centre solutions

personalise-and-customise-call-flow-with-cloud-telephony

Multi-level IVR

Give your customers a seamless experience every time they call you. Personalize, customize, sound professional with our IVR solutions.

advantages-of-using-cloud-contact-center-softwares

Auto Dialer

Our auto dialer software helps streamline your calling process. It removes the need for manual dialing, allowing agents to get more done in less time. Whether you’re calling to conduct surveys, take feedback, or for sales, auto-dialer helps agents be more efficient.

advantages-of-using-cloud-contact-center-softwares

Automated Calls & SMS

You can make automated IVR calls to track marketing ROI, collect customer feedback, confirm COD orders, etc.

exotels-visual-api-lets-you-create-ivr-flow-with-ease

Visual drag-drop APIs

With Exotel, you can do anything from creating a simple IVR to complicated call functions using our visual APIs or ‘App Builder’ as we like to call it.

monitor-your-business-calls-with-call-center-software-solutions

Call Recording

Our call center software allows you to record calls, monitor them and make better business decisions. Helps in training agents, customer dispute resolution and taking data driven business decisions to offer a great customer experience.

get-daily-email-reports-of-your-call-statistics

Daily Email Reports

Know exactly how your team is performing over phone calls. Get a detailed daily report with call statistics for your company and individual agents as well as groups.

get-detailed-analytics-of-your-call-using-cloud-call-center-software

Call Analytics

Think Google Analytics for your calls with our call center software. Get detailed analytics on all the campaigns you run with information on the status of each call and SMS.

real-time-notifications-using-cloud-call-center

Real-time notifications

Missing a call means losing a potential customer or missing the opportunity to solve a customer’s problem. With our call center software, stay informed about your business calls and serve your customers better. Get notified at the right time.

route-calls-using-our-call-center-software-solutions

Conditional Call Routing

Our automatic call distributor software routes calls based on a lot of conditions like time of the day a customer calls, the geography a customer is calling from or even the customer who is calling.

features-of-cloud-call-center

Live Call Transfer

Transfer calls to the right agents contextually and instantly in a click of a button. Improve customer experience and reduce resolution times.

benefits-of-cloud-call-center

Missed Call Services

Missed call to get a service is a very effective way of doing business. It is also an incredibly useful tool for customers. Ask your clients to give a missed call to a number and customise the response to suit your business.

hosted-call-center-software-let-you-have-unlimited-calls-concurrently-on-the-same-number

Unlimited Channels

When we started Exotel, we decided never to let a customer miss even a single call due to channel capacity constraints. Have unlimited concurrent calls on the same number using our parallel ringing feature.

Benefits of cloud contact center software over a traditional PBX system

cloud-telephony-vs-traditional-epabx

Why it is time to move away from traditional telephony systems

Easy visual drag-drop dashboard

Just drag-drop applets and build your call flow. Don’t wait for developers to code them.

Drag and drop call center software

Easy call tracking and analytics

Listen to customer feedback and improve your product or service using call recordings, available in your inbox.

Asia’s most innovative companies use Exotel

Chirag Patel


Exotel's API documentation and implementation process is extremely simple and easy to follow. There were no hassles in setting it up. We use other cloud telephony platforms as well but Exotel gets a big thumbs-up from us for their ease of use.


Engineering Manager, 1mg

Shashank ND


We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.


Co-Founder & CEO, Practo

Prateek Jain


The number masking feature has been a very worthy addition to making our customer experience even better.


Former Associate Director - Driver Experience, Olacabs

Kumar Vinod


We used to use a traditional PBX system before. But that doesn’t have the capabilities of Exotel’s IVR system. So, we decided to use Exotel for our IVR cancellation system.


Senior Manager - Operations, redBus

Rajkishan


Exotel's automated calls have helped in increasing our service levels and reducing our costs since there is no need for any manual intervention.


Senior Manager - Operations and Strategy

Praveen Kumar


Exotel's APIs are very clearly defined. Our tech team could integrate them in no time. It’s easy to incorporate into any product.


Assistant Vice President, Quikr Services

Ranjana DK


An excellent, user friendly and cost effective platform. Automations make it very easy for the caller and receiver to interact efficiently. We are truly glad to have moved to Exotel.


Sales and Marketing Manager, T0rq03 Sports & Adventures

Satish Chugh


Very supportive and understanding staff who have lived up to every expectation, and at times exceeded them too.


Senior Manager- Last Mile Design, Ekart

Who should use our call center software solutions?

Any business, with a customer facing team, that wants to streamline customer communication. A customer support call centre up to 500 agents can use Exotel for call centre solutions.

Integrations

We know how difficult it is for agents to switch platforms to access certain information. To remove the need for switching platforms, you easily integrate us with your business tools. We support native integrations with many popular CRMs and helpdesk tools like Zoho CRM, Freshdesk, Shopify, Zendesk, and more.

Learn more about integrations

Try our cloud call center software free for 15 days

Sign up to get free Call & SMS credits

How customers use our cloud call center software

How Scripbox uses Exotel to communicate with their customers every day

Read More

redBus uses Exotel to improve customer experience, increase efficiency and reduce operational cost

Read More

Exotel helps Vedantu connect the two most important stakeholders in their company to each other – the students and teachers

Read More

FAQs

What is cloud call centre software?

Cloud call center software is readily accessible from wherever you are and on any device you use, with far more capabilities than an EPABX/PBX telephony system offers. This includes intelligent call routing, conversation analytics, unlimited channels to manage a sudden call surge, and more. Existing telephony hardware such as cables, switchboards, desk phones is replaced by software that is virtually maintained and operated by a third party. Choose a vendor that offers service uptime that is around 99.2% or more. This is to ensure you never get caught in downtime and miss crucial business calls.

How do cloud call centres work?

A third-party vendor usually hosts a purpose-built call or customer support solution that you can set up within a short time to help you interact with customers, gather call insights and resolve customer concerns better. With an account that allows you to access the software on any device (handheld or PC-based), configure teams or set up call routing to specific sets of teams. The solution can even track call performance in real-time from the account-linked dashboard

How reliable is Exotel's cloud call centre software?

Exotel provides uptimes of 99.95+% including operator uptimes, coupled with 24×7 customer support via phone, email and Twitter.

Get a 15-day trial here

How is a hosted contact centre software different from a traditional PBX or EPABX?

Compared to a traditional PBX system, the cloud telephony system allows you to pay for what you use, broadly through plans that suit business requirements or scale. Enterprises can talk to us (link below) for custom configurations to help large-scale teams engage better, or to support a host of use cases. All you need to get started with cloud telephony is a computer and internet connection.

Contact our enterprise team

What is the difference between a call centre solution and a contact centre solution?

A call centre solution helps you manage inbound and outbound calls. It is exclusive to voice as a channel. On the other hand, a contact centre solution helps you offer an omnichannel experience while deriving customer context from the host of channel-based interactions. Read more here.

 

Resources

cost-of-moving-business-to-cloud

Cost of Moving Your Business Communication to the Cloud

Cloud telephony ensures businesses have scalable and reliable access to unified business communication without any burden of setting up infrastructure or additional CAPEX.



The Exotel Advantage

Why Exotel is considered as the most reliable cloud communications company in India and Southeast Asia

virtual-pbx-provider

Highly Secure

ISO 27001:2013 certified information security management system

cloud-virtual-pbx-boxes-india

Patented Solutions

Gain competitive advantage from patented products

ivr-number-india

Superior Quality

Best success rates, voice quality and reduced latency

cloud-based-ivr-services-india

Scale at Ease

Grow at will, expand without worrying about infrastructure

cloud-based-communications-india

Superior Reliability

Best in class uptimes of 99.94% including operator uptimes

cloud-communication-solutions-india

Best Support

24×7 customer support via phone, email and Twitter

Additional resources for you to understand cloud call center better:

Know how a cloud call center software can help your business. Set up a call.

We take away some of the biggest pain points of traditional systems like EPABX.

 

Call to

or