Exotel Contact Center vs. Skype (discontinued)

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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Having interacted with a new replacement tool, Microsoft Teams, it is challenging to recommend Skype, as it lacks some essential features, such as being less equipped with the latest updates, and it is not platform-independent, causing issues on PCs and phones, as well as during calls that might hinder work.

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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.

• The instant chat function is great. Very straightforward, easy to use, easy to learn, no technical issues.
• Video calls are pretty easy also, user friendly and a mostly stable connection with no issues.
• Voice calls are easy also, eliminates the need for an external landline or the need to use your cell phone. Clear connections, not really any dropped calls.

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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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• Skype is a RESOURCE hog. People who have limited bandwidth will have poor call quality.
• It is hard to figure out how to use emojis and upload images in the chat.
• The background images do not fool anybody....it is clearly not your real background.

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As a company our goals have slightly surpassed the current Exotel features and would want some other software which has better capabilities

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I have given this rating as this need to give more than that as it's very helpful for us and makes our work more efficient and fast.

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.

Skype is not as good as Facetime in terms of ease to glance at it and figure out how it works. I think that's a result of Skype trying to be too many things at once. A lot of the menu and UI could be streamlined, and I would jettison some of the additional functions that have been tacked on over the years to simplify. That being said, while some options are slightly hard to find, they all work flawlessly once found.

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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.

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I am not aware of the current support level for Skype for business, as I have never used even though I have the product. However, the support for Skype's personal paid users is not where it could be. Users who pay for Skype features do not have a clear path to reach out to support. So, rating 6, can be better as soon as I need to use Skype for business support and get a good experience. I will say that I will renew Skype for Business subscription, which is a significant inconsistency on my end. The explanation is that Skype for Business comes bundled with Office for Business, with no additional cost, so why not.

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It was pretty straight forward

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It can be used on the phone via mobile application as well as on the desktop by logging in to the website. Easily installed and ready to use.

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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.

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We use Skype in combination with Grasshopper. While Grasshopper acts as a routing toll free number with extensions, if we are making calls directly, we do it through Skype. Skype's desktop and mobile apps are easier to use, and provide unlimited local calls at a flat, affordable rate. Allowing our team to use their existing mobile or desktop devices without additional hardware for business office phone calls is important, and Skype makes that possible

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The service provided is up to date, as discussed before buying.

• This increased onboarding efficiency to save money on startup.
• This saved us money by getting both services from one company.
• Con was price was higher than we would have liked but efficiency made up for that.

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• Skype made keeping in touch with an advisor in Mexico very easy. The initiative there resulted in 5 new partnerships.
• Skype has helped me with account management for at least 3 customers in LATAM--usually it's a fast way to answer a question about a support renewal.
• For about 9 months Skype helped me stay in touch with a colleague in Prague. We would meet once a week to go over sales activities.

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