Exotel is a Contact Center platform for managing customer interactions across voice, video, email, SMS, WhatsApp, and social media from a unified agent desktop. The platform combines routing, agent-assistance, self-service, analytics, quality management, and deployment options for customer-service operations.
$200
5 months Validity
OneSignal
Score8 out of 10
N/A
OneSignal’s omnichannel customer engagement platform offers push notifications, email, in-app messages, and SMS. OneSignal’s automated customer Journeys and one-off campaigns allow users to create messaging strategies that convert, inform, and retain audiences, with little to no coding required for setup.
Exotel is well suited for: - Small and mid-sized Internet based businesses where it is necessary for them to have a very strong customer support team working round the clock and in different shifts. - Company making large number of calls and sending mass SMS's. They can do that on a single cloud based platform. Exotel might not be a good fit if: -it is not a call intensive business that you want to cater to. Though the setup cost is very low but it follows economies of scale i.e. more the number of calls, less will be per call cost.
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I think One Signal is very well suited for mobile app owners who want to be in touch with their user base more easily by sending push notifications and in-app messages. I'm not sure how well that works for SMS messaging as I haven't yet tried it. I wouldn't necessarily recommend it if your in-apps are very rare.
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To quickly and effectively route customer inquiries to the appropriate agents our customer support team uses it's omnichannel routing feature , a member with technical knowledge may be contracted by customer who has a technical questions.
Its automated ticket routing features allows customer service team to distribute tickets to customer team member in accordance with their availability and skill sets. by ensuring that tickets are handled by most knowledgeable agents this can result in quicker and more precise resolutions.
Its AI powered knowledge base search feature helps us to quickly find the details required to respond to inquiries from customer , this time it take to respond to customer inquires is shortened as a result.
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Inter campaigns call transfer feature which currently is not possible
Interface in Agent login to monitor and keep track of their own break and login times.
Ameyo’s wide feature set can make onboarding challenging. Offering enhanced training materials, interactive tutorials, and a more structured onboarding process could make adoption easier for new users.
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Is still in development: we know OneSignal is still in development and sometimes it takes longer to create or fulfill certain features.
Payment: payment menu is not at the glance, [and] is just difficult sometimes to find -it is a minor issue.
Send to certain custom segments through specific OneSignal IDs; you can do it though API doing a GET call with tools like Postman. If this can be done from OneSignal it would be great.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
As I said previously, Ameyo is a good tool however it has a long way to go compared to Avaya. The user interface can be improved a lot as they can use it as an app instead of completely web-based. Also, the reporting can be improved substantially and make the experience much better.
I give an 8 in this question mainly for 2 reasons: the products even if they look like complete and are highly customizable and usable, they are still missing some logical features. For example, send messages to a list of users - now days you can do it with postman and get calls. A second example is App messaging that is still in development and has many opportunities.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Initially they had chat support which was available faster. But now the chat support gets routed to a virtual agent and unable to get in touch with an actual agent. They also have no support with respect to the API's and other integrations.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Their customer support has been top-notch. They are able to assist you in getting through any problems that you may have and respond in a very timely manner. I've dealt with them on 4-5 instances over the years and my issues were always resolved within a matter of a few business days.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Exotel was selected by us because of the following reasons: -Low set-up and maintenance cost as compared to its peers. -Prompt customer service: You want to upgrade your plan or facing any issues around the platform, Exotel team is just a call away. -Call recording Quality was also better than the peers.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
In my opinion, OneSignal documentation / API is more friendly [than] Firebase. Maybe because Firebase is already "too big," but OneSignal is focused on one solution that giving our notification through to our customer. In that case, OneSignal is chosen by our company. Several years after that, Firebase announced it supported [the] iOs platform too but our company already using OneSignal to our notification provider.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
