Exotel
Cloud communication platform powering customer engagement with voice, messaging, and AI
About Exotel
Exotel is a cloud-based customer engagement platform that combines CPaaS, omnichannel contact center, and conversational AI capabilities. It powers over 70 million daily conversations for more than 7,100 businesses across India, Southeast Asia, the Middle East, and Africa. The platform offers voice and messaging APIs, virtual numbers, multi-level IVR, call routing, recording, WhatsApp and SMS integration, and an agent dashboard for managing customer interactions at scale.
Pros & Cons
Pros
- Very easy to set up with no formal training required for workflow design
- Cost-effective cloud telephony that eliminates expensive hardware needs
- Crystal clear call recording and voice quality
- Highly reliable platform with minimal downtime
- Seamless integration with existing CRM and business tools
- Scales to handle millions of daily conversations
Cons
- Analytics features are basic and lack advanced reporting capabilities
- User interface feels dated and could benefit from modernization
- Primarily focused on Indian and Southeast Asian markets with limited international calling
- Platform can be slow when navigating between different sections
Key Features
Cloud-based voice APIs with virtual numbers and call routing
Multi-level IVR with drag-and-drop workflow builder
Omnichannel messaging via SMS, WhatsApp, and RCS
Call recording and real-time call analytics
Conversational AI for automated customer interactions
CRM integration with popular business tools
Agent dashboard with listen-whisper-barge supervision
WebRTC and in-app calling support
Contextual Customer Data Platform for personalized insights
Lead management and automated call distribution
Pricing
- 3 agent seats
- Basic call credits
- Cloud telephony
- IVR
- Call recording
- More agent seats
- Double call credits
- Extended validity
- Priority support
- Unlimited agents
- Highest call credits
- Full scalability
- Dedicated support
- Custom configuration
- High-scale operations
- Dedicated account manager
- SLA guarantees
Best For
High-Volume Call Center Operations
Managing high-volume inbound and outbound call center operations with automated call distribution and agent supervision
Automated Customer Engagement
Automating customer engagement with IVR workflows and conversational AI to handle routine inquiries without human agents
Omnichannel Communication Workflows
Building omnichannel communication workflows across voice, SMS, and WhatsApp for unified customer interactions
Cloud Business Phone System
Setting up cloud-based business phone systems with virtual numbers for remote and distributed teams
Sales Lead Qualification
Lead qualification and automated call distribution for sales teams to improve conversion rates
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