Exotel Reviews & Ratings

Exotel Review

Incorporated in 2011, Exotel is one of the most reliable and secure cloud-based communication firms. It is a popular cloud telephony provider in the market which powers about 40 million customer engagements per day for more than 6000 companies across SEA (Southeast Asia), India, Africa, and the Middle East.

What Is Exotel?

Exotel is a complete platform for customer engagement management. It includes modules for contact centers, communication APIs, conversational AI, etc. over the cloud and helps in managing customer relationships intelligently.

Moreover, it also comes with features like SMS, cloud telephony, VoIP channels, and more. Apart from that, Exotel has integrations with top CRM and helpdesk tools that include:

• Zendesk
• Freshdesk
• Zoho
• Shopify
• Pipedrive
• Leadsquared, and more.

Who Can Use Exotel?

Exotel is used for managing multiple businesses including:

• Small & Medium Scaled Businesses: Exotel helps small and medium-sized internet-based firms to have a capable customer care workforce that is available 24/7 in multiple shifts.
• Call Centers: With the help of Exotel, call centers get to make multiple calls per day and send SMS in bulk.
• Startups: Exotel enables startups to sound professional by managing all their customer calls efficiently. It allows them to access different features like IVR, SMS authentication, call tracking, SMS routing, Helpdesk & CRM integration, and more for free.
• Non-Profit Organizations: NGOs and social enterprises can reach out to a mass audience using the phone call and SMS service provided by Exotel’s cloud telephony.

Popular Features of Exotel

• Multi-level IVR: Offers you a personalized IVR prompt to greet all your customers and thereafter route their calls to the respective team. Using this feature, you can upload the recording of your choice to deliver a message via a prompt or pop-up notification. Also, you can modify the IVR menu as per your business needs without the assistance of any third party.
• Real-time Notifications: Exotel notifies you whenever your agent or you miss out on a call. This also allows you to customize the type of notifications that you would want to receive and ensures that you don’t get your inbox flooded by any unnecessary notifications.
• Unlimited Channels: The only company that offers limitless channels for concurrent calls in India is Exotel. This means you can leverage this feature to make unlimited concurrent calls simultaneously.
• Call Recording: This allows you to record all the calls that are made or received. You can further utilize it to assess speech-to-text transcription, call quality, conflict resolution, etc. You can listen to the recording to understand as well as evaluate the performance of your agents. You can further use these call recordings to resolve all your customer complaints based on their feedback and complaints.
• Real-Time Call Reporting: Using this feature, you can get the entire call stats like the number of answered calls, dialed calls, missed calls, average call duration, etc. Using the call stats, you can keep a close check on your agents’ productivity and performance and suggest improvements wherever required.
• Call Analytics: Get complete analytics for every campaign that you run along with detailed information regarding the status of every SMS and call. Analyze the call report to understand and identify patterns in your call volumes to prepare your team accordingly and avoid missing calls.

How Much Does Exotel Cost

Exotel provides its customers with five different plans, each of which has unique features tailored to different business requirements and is priced accordingly. To explore and evaluate all the features, you must first try the free plan. Each plan offers a 7-day, no-obligation FREE trial along with Rs 500 worth of free calls and SMS usage.

• Exotel Free Plan: Exotel's free plan is the best option for individuals who wish to evaluate the platform and become familiar with its features before committing to one of its paying subscriptions. It offers some crucial features such as call transfer, call recordings, reports & analytics, auto-dialer, real-time notifications, and more.
• Exotel Paid Plan: Apart from the Free plan, Exotel offers 4 types of paid plans to users, namely Dabbler, Believer, Influencer, and Enterprise. Users can select any of these according to their business requirements. For the same, they have the option to make the payment through debit card, credit card, cheque, or net banking. Some of the most common features offered in these paid plans include voice APIs, Heartbeat APIs, voice streaming, unlimited channels, multi-level IVR, and more.

Pros & Cons of Exotel

• Managing information security with ISO 27001:2013.
• Reduced latency, best voice quality, excellent success rates, etc.
• 99.94% operator uptime, which is the best in class.

• A lack of advanced features and most calls are DND.
• The voice quality sometimes gets poor and unclear.