Learn how Exotel’s virtual call centre software works and how you can use it in this video
After the initial setup, agents only require a mobile phone to manage both inbound or outbound calls. As calls are routed to the agent’s phone, there’s no dependency on the internet.
With a remote call center, you get the flexibility of hiring agents from any part of the world. It is especially useful if your support relies on people working in different timezones.
Setting up a virtual call center doesn’t require you to purchase additional hardware or other equipment needed for in-house call center operation. You can set up everything, including agents in a jiffy.
Since all the calls over the PSTN network, voice quality is independent of the agent’s internet connection. Forget call drops or latency issues due to low bandwidth. No need for setting up a voice logger either.
Allow your agents to work from anywhere, including their home, a cafe, or while they are traveling. Never face a resource crunch in adverse situations. You also get the flexibility of easily adding and removing agents.
Forget the challenges (like call drops or inconsistent voice quality) that comes with contact centers powered using a VPN or WebRTC. With Exotel all calls are routed over the PSTN network and is independent of the agent’s internet connection.
Give your customers a pleasant experience by personalizing the call flow.
Virtual call centers offer in-depth business analytics and reports that give you the visibility and insights required to improve your customer service, thereby helping your business.
Companies allowing remote work have 25% lower employee turnover than those that don’t and 76% of workers would be more willing to stay with their current employer if they could work flexible hours.
Virtual call centers are flexible and you can get your call center up and running in less than an hour. The same goes for any modifications/upgrades; everything is instant and effortless.
Virtual call centers are extremely easy to set up and configure, and you can make changes to the call flow, and delete or modify users on the go.
Businesses can get started with a virtual call center in less than 10% of the initial setup cost required in case of traditional PBX setup.
With Exotel’s uptimes of 99.5%, you can be rest assured that even if things go wrong, we’ll fix it in minutes.
Missing a call means losing a potential customer or missing the opportunity to solve a customer’s problem. With our call center software India, stay informed about your business calls and serve your customers better. Get notified at the right time.
Our call center software allows you to monitor calls and make better business decisions. Helps in training agents, customer dispute resolution and taking data driven business decisions to offer a great customer experience.
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.
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.
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.
Missed call to get a service is a very “Indian” 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.
You can route 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.
Virtual numbers are not tied to EPABX systems, SIM cards, or wired networks. They are “virtual”, i.e., hosted on a cloud platform. Virtual numbers are generally used by businesses to route & manage customer calls efficiently.
Anyone calling a virtual number won’t notice the difference - it’s only at the receiver’s end that the call is routed from the virtual number to available agent’s phone. Virtual numbers also come with a host of features such as call recording & tracking, IVR, etc that make it beneficial for businesses.
You can easily set up a virtual number for free in India using Exotel. All you have to do is sign up, verify your number & your business details. You’ll automatically be assigned a virtual number free of cost for 15 days. You’ll also get access to the Exotel platform, which comes with features like call tracking, recording, analytics, drag & drop IVR builder, and more.
Yes, businesses can purchase multiple virtual phone numbers based on their requirements. In fact, some of our enterprise clients own upwards of 1000 virtual numbers.
A toll free number is a type of virtual number. Not all virtual numbers are toll free, however, all toll-free numbers are virtual numbers. People can call a toll free number for free whereas that may or may not be the case for all virtual numbers.
Using Exotel, you can set up a virtual phone number for you business within 30 minutes.
There are many virtual number providers present in the market and which one you choose depends on your business requirements. Some factors to look for are:
6) Ease of use
No, you cannot get a virtual mobile number for sms verification. However, you can use our OTP feature for sms verification.
Businesses use Exotel's virtual numbers for the following advantages:
1. Provide a better customer experience for your customers.
2. Get a better brand image.
3. Be available even after the business hours.
4. Handle larger call volumes with a lean team.
5. Get call information and other rich data for analytics and training purposes.
6. Scale as you wish and achieve a great level of efficiency.
With Exotel, hosted phone numbers or Exophones can work in two ways:
1. Get a virtual number and use the system: In this case, the customer signs up for an Exotel account and gets a virtual phone number. Later, he/she creates an IVR flow and publishes the same number as their customer-facing number.
Process: Sign up for an Exotel Account > Log into the system > Get a virtual number > Create an IVR flow > Publish the number on the website
2. Use your existing number and forward calls to the virtual number: Quite often, customers want to keep their personal numbers as the customer-facing number. In such cases, all the calls to your personal number can be forwarded to our virtual number.
Process: Sign up for an Exotel Account > Log into the system > Get a virtual number > Forward all calls from customer-facing number to virtual number > Create an IVR flow > Publish the number on the website.
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
Easy to understand, detailed reports sent every day