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Exotel

Exotel

Overview

What is Exotel?

Exotel is a call tracking solution with real-time notifications and analytics, multi-level IVR, and call recording capabilities.

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Recent Reviews
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Pricing

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Dabbler

$200

Cloud
5 months Validity

Believer

$500

Cloud
11 months Validity

Influencer

$1000

Cloud
11 months Validity

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://exotel.com/en/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Starting price (does not include set up fee)

  • $200 5 months Validity
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Product Demos

Exotel-Freshdesk Integration developed by UMS Tech Labs

YouTube
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Product Details

What is Exotel?

Exotel Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews and Ratings

(12)

Reviews

(1-2 of 2)
Companies can't remove reviews or game the system. Here's why
June 11, 2021

Exotel- The Cloud calling Platform your company need!

TP
Tanish Pruthi
Marketing Associate
Mercer-Mettl (Information Technology and Services, 501-1000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Exotel is basically used by our SDR (Sales Development Representative) and Customer Support Team in my company for making and receiving calls from our prospective buyers or customers looking for support. It basically provides us a common single cloud platform through which we can make calls at reasonable call rates. It also records every call made through the platform which in turn helps us in checking the quality and look after the training needs of our calling team. It also helps our customers and leads by easily and instantaneously connecting with our team to address their concerns.
Pros and Cons
  • 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.
  • 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.
Likelihood to Recommend
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.
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
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.
Other Software Used
June 03, 2021

Best Asia startup service to date

Verified User
Director in Corporate
Outsourcing/Offshoring Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We used EXotel when we launched our offshore site in India. It addressed having a platform in that region.
Pros and Cons
  • VOIP
  • Execution
  • Speed
  • Communication
  • Not for large companies
  • Volume of texts
Likelihood to Recommend
They are well suited in start up in the Central Asia market, would recommend them for that area. We would also recommend their Voice over internet protocol services for mainland as well. Either the text or VOIP was a good service. The experience overall was great with them. Highly recommended.
Most Important Features
  • VoIP
  • Global
  • Text
Return on Investment
  • 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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