Exotel Reviews and Ratings

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.<div>Exotel integrates with our Freshdesk CRM, enabling seamless ticket management and providing valuable insights into customer interactions.</div><div>While agent mobility enhances flexibility, potential network issues pose a concern.</div><div>We primarily utilize Exotel for outbound calling, while the inbound IVR flow presents some limitations.</div><div>Despite these challenges, Exotel plays a crucial role in improving customer service efficiency and supporting sales growth.</div>

Likelihood to Recommend

If the use case for colleague is mostly outbound with less followups or random cold calling, then Exotel would work pretty well but if the purpose is for a complete call center solutions, In my opinion, Exotel lacks in many things. Even proper reporting and dashboards.

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.

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.

Use Cases and Deployment Scope

We used EXotel when we launched our offshore site in India. It addressed having a platform in that region.

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.