Contact Centre Solution for Enterprises

Contact Centre Solution for Enterprises

Offer seamless omnichannel customer support, including inbound and outbound calls, SMS, WhatsApp, live chat and even video conferencing — all from one convenient interface.

 

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What is a contact centre solution?

 

Contact centre solution is a modern-day software that empowers enterprises to manage omnichannel customer support from one place. Using a contact centre solution, agents will have a 360-degree view of every customer, enabling them to address queries quickly and effectively.

 

 

 

How does a contact centre solution work?

A contact centre solution brings together all your communication channels in one easy-to-use interface so you can offer a consistent experience to your customers and prospects alike.

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1

Onboard to a contact centre solution

Choose a solution that meets your needs and onboard yourself. You can get started within 2-3 hours with Exotel.

2

Integrate your existing channels

From messaging apps like WhatsApp to various CRM/helpdesk software, integrate all your channels to your new contact centre solution.

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3

Leverage the new solution

Train your agents to access and use data from across channels to understand the customer relationship better.

Why do you need a contact centre solution?

A contact centre solution is not just a call centre management software. The critical difference is that a contact centre solution offers more than just making and receiving calls. It empowers you to manage all your communication channels, be it voice, text or video, from one place. This has several benefits.

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Effective customer experience

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.

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Better agent productivity

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.

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360-degree analytics

With a contact centre solution, you can get advanced analytics for all your communication channels, measuring business KPIs effectively.

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On-demand scalability

As your business grows, your cloud-based contact centre solution can grow with it. Without investing in new infrastructure, network or devices, you can scale effortlessly.

What features does a contact centre solution have?

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Omnichannel customer support

Manage SMS, WhatsApp, voice calls, video conferencing and more from one interface.

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Complex Integrations

From messaging apps like WhatsApp to various CRM/helpdesk software, integrate all your channels into one interface.

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Multi-level IVR

Personalise your welcome message, and route the customer to the right agent seamlessly.

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Automated calls and SMS

Streamline your process and save agent time with automated SMS, pre-recorded calls and auto-dialers.

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Call recording

Automatically record all incoming and outgoing calls, whether you need them for training or conflict resolution.

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Drag-and-drop dashboard

Build your call flow, set up voicemail, custom greetings etc., without needing a developer.

Omni-channel contact centre solution

 

 

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.

To enable this, an enterprise support needs to be enabled by contact centres to offer a consistent and effective omnichannel customer support. That’s where omnichannel contact centres come into the picture.

 

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.

A robust omnichannel contact centre solution needs to be flexible and scalable to meet the customer’s evolving demands.

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FAQs

What is a contact centre solution?

A contact centre solution is a centralised software that helps manage all incoming and outgoing enterprise communications. Exotel’s contact centre solution is cloud-based and does not require an on-premise EPABX or PBX system.

What is an omnichannel contact centre solution?

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 centre solution enables you to manage all these conversations from one place.

 

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Can omnichannel contact centre solutions work for a remote workforce?

Absolutely. Exotel’s omnichannel contact centre 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.

 

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How does automatic call tracking work when agents work 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 centre. This solution tracks and monitors all calls, including information such as time of call, its origin, duration etc.

 

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What do companies use a contact centre solution for?

Businesses use contact centre 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 centre solution provides.

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

Call centre solution enables you to manage inbound and outbound calls. It is exclusive to voice as a channel. Contact centre solution empowers you to offer an omnichannel experience. Read more here.

Is a call centre solution not enough?

If you’re using voice as the only channel, then a call centre solution is enough. You can use a call centre 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.

 

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How much does Exotel’s contact centre solution cost?

Please schedule a callback for details of Exotel’s pricing.

 

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Here’s what our customers have to say

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

Try Exotel’s Contact Centre Solution Free for 15 days

Sign up and get 1000 free call & SMS credits

Resources

cloud-contact-centre-vs-on-premise-contact-centre

A Cloud Contact Centre vs An On-Premise Solution: Which Is Your Best Bet?

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Call Center vs Contact Center: Which One is Better for Your Business?

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why-omnichannel-contact-centre-are-the-way-to-go

Omnichannel Contact Centers Are the Way to Go. Here’s Why

Read More

The Exotel Advantage

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

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Superior Quality

Best success rates, voice quality and reduced latency

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Scale at Ease

Grow at will, expand without worrying about infrastructure

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Superior Reliability

Best in class uptimes of 99.94% including operator uptimes

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Best Support

24×7 customer support via phone, email and Twitter

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Simple to implement

Sign up and get started in less than 30 minutes, integrate easily using our REST APIs

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Extensive Reporting

Easy to understand, detailed reports sent every day

Find out how Exotel can work for you. Set up a call.

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

 

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