Exotel Contact Center vs. WorkHub Tasks

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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WorkHub Tasks is best suited for companies searching for a better way to handle customer queries. It is also appropriate to resolve customer queries in time. Last but not least it is well suited for providing excellent customer service.

• 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 chat feature allows us to have real-time conversations with customers
• It helps us to resolve customer issues more quickly.
• WorkHub Tasks make it possible for the team to raise customer satisfaction

• 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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• After the projects are finished, there should be a mechanism to sort them.
• Search by username ought to be available.
• There should be a project-based sorting.

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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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.

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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It was pretty straight forward

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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.

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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

HubSpot has a lower learning curve. On the other hand, WorkHub Tasks provides project management on a larger scale, giving more priority to the tasks; that is why it is my favorite.

• 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.

Incentivized

Independently Invited by TrustRadius

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

• Intelligent query handling due to relative task assignment
• Smart instead of the hard work enables using resources on other tasks
• customer retention has gone up significantly