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.
A contact center solution for business 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.
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.
Manage SMS, WhatsApp, voice calls, video conferencing and more from one interface.
Build your call flow, set up voicemail, custom greetings etc., without needing a developer.
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 centers to offer a consistent and effective omnichannel customer experience. That’s where omnichannel contact centers 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 cloud contact center solution needs to be flexible and scalable to meet the customer’s evolving demands.
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.
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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.
We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.
The number masking feature has been a very worthy addition to making our customer experience even better.
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.
Exotel's automated calls have helped in increasing our service levels and reducing our costs since there is no need for any manual intervention.
Exotel's APIs are very clearly defined. Our tech team could integrate them in no time. It’s easy to incorporate into any product.
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.
Very supportive and understanding staff who have lived up to every expectation, and at times exceeded them too.
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
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