Try For FreeRequest Demo
Scalable and intelligent CX for Customer Support

Resolve faster. Retain longer.

Exotel powers secure, reliable support across voice, messaging, & digital channels, helping teams respond faster & deliver personal, consistent experiences.

Talk to our Support Experience Experts
Banner Image

25B+Interactions a year, trusted by the leading brands.

Critical support journeys Exotel powers end-to-end

  • True omnichannel support
  • Faster response & routing
  • Automation that works
  • Quality & performance intelligence
  • Secure, auditable interactions

The problem: Support teams struggle with disconnected channels, voice here, chat there, email somewhere else, forcing customers to repeat themselves.

Exotel enables:

  • Unified support across voice, WhatsApp, SMS, email, in-app chat, and web messaging
  • Centralized history via Conversational Context Data Platform (CCDP)
  • Seamless switch between channels without losing context

Outcome

Fewer repeated questions and friction, better first-contact resolution.

The problem: Support teams struggle with disconnected channels, voice here, chat there, email somewhere else, forcing customers to repeat themselves.

Exotel enables:

  • Unified support across voice, WhatsApp, SMS, email, in-app chat, and web messaging
  • Centralized history via Conversational Context Data Platform (CCDP)
  • Seamless switch between channels without losing context

Outcome

Fewer repeated questions and friction, better first-contact resolution.

The problem: Long wait times and mis-routing frustrate customers and increase churn.

Exotel enables:

  • Smart routing with skills-based queues and priority paths
  • Automated call distribution and sticky agent routing
  • Intelligent IVR and bot pre-routing to deflect simple tickets

Outcome

Shorter hold times, faster answers, and happier customers.

The problem: Repetitive queries eat up agent time, order status, billing, account info, FAQs.

Exotel enables:

  • 24/7 bots for FAQs, order status, shipment queries, billing info
  • Self-service journeys that deflect low-value tickets
  • Fallback to human agents when complexity rises

Outcome

Lower ticket volume, lighter agent load, faster throughput.

The problem: You can’t improve what you can’t measure, and most support teams lack insights.

Exotel enables:

  • CQA for sentiment, compliance, and quality at scale
  • Real-time dashboards on handle time, sentiment trends, and bottlenecks
  • Agent scorecards and coaching signals

Outcome

Higher support quality, better training focus, and continuous performance improvement.

The problem: Support teams need secure workflows and compliance tracking.

Exotel enables:

  • Number masking and privacy-preserving routing
  • Audit logs and call recordings with compliance flags
  • Data residency and security controls for regulated industries

Outcome

Safe, trusted support communication that meets governance needs.

One platform for every customer support journey

For E-commerce
  • Order status inquiries via bot or live agent
  • Return/refund workflows with proactive alerts
  • Delivery updates and NDR support
  • In-app call & chat with historical context
  • Feedback and return-experience follow-ups
For E-commerce
  • Order status inquiries via bot or live agent
  • Return/refund workflows with proactive alerts
  • Delivery updates and NDR support
  • In-app call & chat with historical context
  • Feedback and return-experience follow-ups
For fintech & BFSI
  • Transaction alerts with agent support
  • Loan/credit queries routed intelligently
  • OTP fallback support across channels
  • Compliance-aware disclosures and monitoring
  • Payment reminders and self-service journeys
For fintech & BFSI
  • Transaction alerts with agent support
  • Loan/credit queries routed intelligently
  • OTP fallback support across channels
  • Compliance-aware disclosures and monitoring
  • Payment reminders and self-service journeys
For healthcare
  • Appointment confirmations and reminders
  • Lab results & query support
  • Care team call routing with privacy (masking)
  • Billing support with status reminders
  • Patient feedback and post-care follow-ups
For healthcare
  • Appointment confirmations and reminders
  • Lab results & query support
  • Care team call routing with privacy (masking)
  • Billing support with status reminders
  • Patient feedback and post-care follow-ups

Why support teams run on Exotel

99.99%

Built for scale with 99.99% uptime

25% uplift in FCR through smart IVR and routing

One integrated stack replacing point tools

40% reduction in AHT with AI-assisted workflows

60%

60% call deflection to self-service via AI agents

15-point CSAT uplift with context-aware conversations

True omnichannel with one unified view

Proven outcomes. Real impact.

How TISA Bank Hit 60% FCR, Cut Handle Time by 45%

Exotel has been a game-changer for our transformation into a full commercial bank. By unifying our channels and embedding quality checks at every step, we've turned service excellence into our competitive edge across PNG and beyond.

Luke Kaul

CEO

TISA Bank Limited

View Case Studies

Ready to elevate your customer support experience?

Deliver faster, better support on your customers’ preferred channels.

Book a Demo
CC Demo