Exotel Contact Center

Score8.3 out of 10

32 Reviews and Ratings

What is Exotel Contact Center?

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.

Categories & Use Cases

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Screenshot of Login to Exotel dashboard

Agent dashboard
Enables agents to track and view their individual and team performance.
Category average: 8.4
Validate callers
Authenticates inbound callers with a customer ID.
Category average: 8.6
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.6

Inbound call routing
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Category average: 8.9
Omnichannel inbound routing
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Category average: 8.3
Historical reporting
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
Category average: 8.5

Most Frequent Users

Top 3 industries using Exotel Contact Center.

Based on HG Insights installation data

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#1 most frequent

Professional, Scientific, and Technical Services

17.9%

36 installations of 201

#2 most frequent

Finance and Insurance

9.0%

18 installations of 201

#3 most frequent

Information

8.0%

16 installations of 201

Athul Sivadas View profile

Senior Manager - CRM in Customer Service at Bolt.Earth (51-200 employees)

Use Cases and Deployment Scope

Our organization leverages Exotel as its primary communication platform for both inbound and outbound calls. Key use cases include customer support, handling inquiries and resolving issues, and sales outreach, including lead generation and follow-up.

Exotel integrates with our Freshdesk CRM, enabling seamless ticket management and providing valuable insights into customer interactions.

While agent mobility enhances flexibility, potential network issues pose a concern.

We primarily utilize Exotel for outbound calling, while the inbound IVR flow presents some limitations.

Despite these challenges, Exotel plays a crucial role in improving customer service efficiency and supporting sales growth.

Pros

Outbound calling for Sales/Support
Call routing to Agent Mobiles
Inbuild Inbound flow designer

Cons

Better Inbound IVR flow designer
Better and Faster Customer Support
Better Support for APIs

Return on Investment

In a particular month, there was a discrepancy of more than 20% of tickets being missed to be created ny Exotel for incoming calls, thus leading to data mismatch.
Network issues and less reliable solutions which saw an impact of around 30% calls being disconnected within 10s
A recent attack on their servers saw us waiting for 3 months to retrieve call data thus causing unwanted bottlenecks!

Usability

Alternatives Considered

Freshdesk Omni, Knowlarity IVR, Ozonetel, Freshchat, Freshdesk, Salesforce Service Cloud and Zoho CRM

Other Software Used

Freshdesk Omni, Zoho CRM, Jira Service Management

Monish Mehta

Senior Ops Manager in Customer Service at Pharmarack Technologies (501-1000 employees)

Use Cases and Deployment Scope

Ameyo by Exotel is a customer engagement platform that enables businesses to streamline communication, especially in customer support, telemarketing, and sales. It helps to efficiently manage customer interactions, ensure faster response times, and maintain communication across multiple channels.For sales-driven teams, Ameyo aids in managing leads by ensuring quick follow-up and providing data on interaction history. This improves sales outcomes by nurturing leads systematically. Ameyo is used for Inbound and outbound calls, it logs interactions, and automate follow-ups. The system allows the prioritization of leads and enhances the productivity of sales teams by offering call scheduling, reminders, and interaction history.

Pros

Customer Support: Ameyo can be used to manage a customer support team’s interactions. Customer support representatives can handle queries through voice calls, emails, and chat—all through a unified interface.
Campaign Management: Marketing and telemarketing teams can use Ameyo to run campaigns targeting different customer segments.
Analytics and Reporting: Ameyo’s reporting features help supervisors and managers track KPIs, such as call wait times, first-call resolution rates, customer satisfaction, and agent productivity.
Operational Efficiency: Manual handling of communications can be inefficient and error-prone. Ameyo’s automation features reduce the manual workload and improve operational efficiency,

Cons

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.

Return on Investment

Postive : Great customer Satisfaction and Improved Retention
Positive : Ameyo’s automation features, such as predictive dialing, automated ticketing, and follow-up scheduling, streamline repetitive tasks and allow agents to handle more inquiries in less time.
Negative : At times huge set up cost
Negative : Under utilization of resources

Usability

Alternatives Considered

Freshdesk

Other Software Used

Freshdesk, Truecaller for Business

Swati Chaudhary

Vice President of Customer Support in Customer Service at Digital Web Solutions (201-500 employees)

Use Cases and Deployment Scope

For managing customer interactions across all channels, including phone, email chat social media and SMS, it offers unified platform, no matter how customer choose to contact the business, this enables customer support teams to offer a seamless experience.
It provides a number of features, including ticket routing , call routing and knowledge base search to assist in automating customer tasks. Customer service representatives have less work to do as a result, allowing them to concentrate on more difficult problems.
I can track the performance of my team and spot the areas for improvement with the aid of a variety of reports and analytics offered by Ameyo. By doing so it can be made sure that customer service team is meeting the needs of the clients and offering them high quality service.

Pros

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.

Cons

The reporting and analytics capabilities of Ameyo are not as robust as those of some of it rivals , it is challenging for me to evaluate the work of my teams and pinpoint areas for development as a result.
It does not integrate with many third party programs, because if this we are finding it challenging to incorporate Ameyo into workflows on larger scale.
Customer support managers may find it simpler to create customized reports with Ameyo, managers would then be able to monitor the metrics that matter most to them.

Return on Investment

Increased customer satisfaction , it assisted us in raising our customer satisfaction ratings by giving us the resources we require to quickly and effectively address customer issues.
Reduced call handling time, It's automated features have made it possible for us to handle more calls more quickly which has decreased customer wait times.
Better understanding of customer support performance, its reporting and analytics tool have improved our understanding of quality of our customer support, this knowledge has assisted us in identifying areas for improvement.

Other Software Used

SAP SuccessFactors, Zoho CRM, Microsoft Dynamics 365 Customer Service

Sankar Dhara View profile

Manager at Internet Research Bureau (51-200 employees)

Use Cases and Deployment Scope

We use it to make calls to search for respondents all around the globe. The customer service is Ameyo is pretty poor and their reports cannot be customized.

Pros

Calls are connected faster
Clear sound
Lots of disposition options

Cons

Customization of reports
Offline solution for after hours
Following up raised complaints

Return on Investment

Ameyo is a good tool to use.
They need to work on the report generation.

Usability

Alternatives Considered

Avaya Cloud Office

Other Software Used

Avaya Cloud Office

Tanish Pruthi

Marketing Associate in Customer Service at Mercer-Mettl (501-1000 employees)

Pros

Affordable Solution: First and foremost the platform is very much affordable for a small start-up starting their business and want to connect with their leads and serve their clients economically.
Easy to Use: Anyone can start using the platform from the Day 1. No extensive training required for it. Just integrate your phone number with the platform and solve customer problems at godspeed!
IVR Set-up- Want to have different services on a single number for your Services. Set-up IVR and make your life easy.

Cons

UI/UX can be Revamped. Their backend platform is very archaic look wise. They can make it more intuitive.
Analytics: Analysis of the calls can be more detailed in nature. The downloadable excel only contains the number of calls made by each call agents. More data points can help in swift decision making.
No Auto call facility: If the call agent is busy on another call then another lead calling with not be receiving any busy tone. This effects the user experience. Auto-call facility should be there.

Most Important Features

Easy to use and understand - customer service team periodically adds new members and training them on Exotel is very easy.
Designing workflows for the IVR- As we use Exotel for both SDR and customer support team, so we need to have a proper backend workflows for IVR, which can be easily set-up on the Exotel platform
Call recording feature is also very important for us for quality related decisions to be taken.
Cost-effective.

Return on Investment

Lead attack time reduced.
Turnaround time and addressing customer issues improved and directly effected our NPS (Net Promoter Score).
Training and identifying areas of improvement of call agents became very easy.

Alternatives Considered

JustCall and CallHippo

Other Software Used

Google Drive, Drift, Zoho CRM Plus

Genesys Cloud CX

Ozonetel

Exotel Contact Center

What is Exotel Contact Center?

Categories & Use Cases

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