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.

Audience & Use Cases

• Audience: Contact-center managers, customer-support leaders, sales operations teams, supervisors, and agents.
• Use cases: Operating inbound and outbound contact centers, automating routine support requests, monitoring service levels, coaching agents during live conversations, and reviewing interaction quality at scale.

Technical Specifications

• Deployment options: Public-cloud contact-center service, on-premises, private-cloud, and hybrid deployment models.
• Channels: Voice, video, email, SMS, WhatsApp, and social media.
• Agent workspace: Unified desktop with real-time guidance, conversation summaries, automated after-call work, and disposition support.
• Automation: Voicebots, chatbots, no-code IVR journey builder, automated outbound calling, and bot-to-agent context transfer.
• Routing engine: Configurable routing based on skills, language, priority, and customer-history criteria.
• Analytics: Interaction-level sentiment, compliance, performance, quality-scoring, and journey-analysis data.
• Integration options: Prebuilt CRM and helpdesk connectors, plus REST APIs for custom business-system integrations.