Exotel’s contact centre workforce management software

Use case

Exotel’s contact centre workforce management software

An easily deployable cloud-based workforce management system for better CX.

 

 

Cloud Call Centre Solution for businesses

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cloud communications

What is contact centre workforce management software?

 

A cloud contact centre workforce software is a management suite for businesses. It comes with flexibility, reduced hardware setup and ensures uninterrupted customer service through a variety of voice and digital channels. As the solution is hosted over the internet, it takes minimum time to deploy and involves minimal upfront capital.

 

This workforce management software helps sales, support and also on-field teams to track and record customer communication across various channels. This helps minimise effort and improve efficiency for teams.

How it works

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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.

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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.

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Who should use cloud contact center workforce management software?

Any business, with a customer facing team, that wants to streamline customer communication can make use of the workforce management software. The solution is flexible, scalable and robust in infrastructure with a 360 degree view on customer facing activities.

Benefits of contact centre workforce management software

Personalize your customer service

A 24/7 customer support where previous conversations and keynotes with the customers can be accessed easily to get quick and better context.

Increase your agent productivity

All your agents can initiate and receive calls directly from the software, forecast call volumes and use recordings for training purposes.

Evaluate your communication strategies

Easily track and generate sales performance reports. Access all your customer communication data in one place. A single source of truth to enhance customer service.

Avoid losing context on customer outreach

An omnichannel experience for your customers where conversations through every channels can be accessed and managed by the agent.

What you get from Exotel’s cloud call centre solutions

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Multi-level IVR

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

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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.

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Automated Calls & SMS

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

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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

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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

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

Get started with Exotel’s Contact Centre Workforce Management software today!

Get a 7-DAY free trial, sign up now

Customer Success Stories

How Scripbox uses Exotel to communicate with their customers every day

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

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

Read More

Resources

Moving your business communication to the 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

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Highly Secure

ISO 27001:2013 certified information security management system

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Patented Solutions

Gain competitive advantage from patented products

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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

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.

 

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