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By : Exotel Techcom

5 ( 5 reviews )
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Exotel Reviews & Ratings

Check out Exotel reviews by verified users. Discover what businesses are saying about Exotel on Techjockey.


100%

Have recommended this product

Overall Score

5/5
Based on 5 Reviews

We love to hear from our buyers!

If you have used the solution already, why not share your thoughts and help others make the right purchase.

Exotel Pros and Cons

Pros

pros_icon “It is an affordable, flexible, and secure solution that is easy to implement, and manage. It is a good fit for companies that want to simplify their communication services.” Nagaraj - Jan 28, 2022

pros_icon “Their customer support has been amazing, and I am extremely happy with their service, it's already making my business run so much more smoothly.” Momin Choudhary - Dec 24, 2021

Cons

cons_icon “Auto-call feature can be included which I think is a loophole. Otherwise, it’s a great platform to optimize the needs of business communications. ” Maulik Kathiriya - Sep 24, 2021

cons_icon “It doesn’t provide a complete detailed report. I think they can work on the algorithms to provide detailed reports to make wiser decisions.” Sashi - Jan 27, 2021

Editorial Review for Exotel

Editorial Review Content

  1. 1. Exotel Review
  2. 2. What Is Exotel?
  3. 3. Who Can Use Exotel?
  4. 4. Popular Features of Exotel
  5. 5. How Much Does Exotel Cost
  6. 6. Pros & Cons of Exotel
  7. 7. Exotel Support
  8. 8. Exotel System Requirements/ Technical Specifications
  9. 9. Exotel Alternative & Competitors

Reviewed by

SG

Shubham Gupta  linkedin_verify

Manager, E-commerce

Software user since: 2+ years

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:

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.

Plans Pricing
Free Rs 0/ month for 7 days
Dabbler Rs 9999 for 5 months
Believer Rs 19,999 for 11 months
Influencer Rs 49,499 for 11 months
Custom Solution for Enterprises Price on Request
  • 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.

Exotel Support

Exotel provides unlimited, round-the-clock support via email, Twitter, and toll-free phone calls, seven days a week.

It also offers support via its rich knowledge base that is available on its website, which gives an extra edge to its users.

Exotel System Requirements/ Technical Specifications

Since Exotel is a cloud-based platform, it can be accessed over the web anytime, anywhere. It can also be tailored to your business requirements and supports numerous integrations. It can function without any issues on different desktop platforms, web applications, MacOS, windows, Linux, and more.

Exotel Alternative & Competitors

The top competitors of Exotel include Knowlarity and MyOperator. Below is the comparison of all three of them in terms of ratings, trial period, starting price, call recording duration, and more.

Features Exotel Knowlarity
Rating by Capterra 4.3/5 3.5/5
Trial Period 7 days 7 days
Max. no. of callers Unlimited Limited to 50
Duration of Call Recording 6 months 1/3 months
Voice APIs Yes Yes
Heartbeat API Yes No
Voice Streaming Yes No
APIs Yes No
Starting Price Rs 1666/month Rs 900/month

Techjockey’s Verdict

After a thorough and detailed analysis of Exotel in terms of its pricing, support, technical specifications, and more, we can say that Exotel does justice to improving customer relationships.

It comes with some amazing features like voice streaming, voice APIs, unlimited channels, call recording, call analytics, and more to help your organization with improving its customer engagement.

Apart from that, it comes with a 7-day free trial to allow you to explore its features beforehand. Using this platform, you can create an improved and positive customer experience for remote customer-facing teams. This will help reduce customer waiting times by sending automated responses to their FAQ-level questions.

Additionally, you can also employ its conversational intelligence to anticipate and respond to customer inquiries. You can even leverage sentiment analysis to intelligently classify client queries based on priority and urgency.

Exotel User Reviews ( 5 )

S

sashi

Verified reviewer:linkedin_verify

Executive, Healthcare

2-100 Employees

Software user since: 6-12 months

Reviewed on: Jan 27, 2021

5/5

“An affordable and full-featured Cloud telephone system”

Pros :

Cons :

Switched from : Knowlarity SuperReceptionist

Reason to switch : I was fed up with their poor customer service

Features

5/5

Value for Money

5/5

Customer Support

5/5

Ease of Use

5/5

Likely to Recommend

10/10
MK

Maulik Kathiriya

Verified reviewer:linkedin_verify

Associate, Logistics and Supply Chain

2-100 Employees

Software user since: 1-2 years

Reviewed on: Sep 24, 2021

5/5

“Exotel helps in optimizing the business communication needs”

Pros :

Cons :

Switched from : CallFire

Reason to switch : Strong integration was missing, and also it didn’t provide a detailed report on engagement.

Features

5/5

Value for Money

5/5

Customer Support

5/5

Ease of Use

5/5

Likely to Recommend

10/10
A

Anjaani

Verified reviewer:linkedin_verify

Executive, Travel & Tourism

2-100 Employees

Software user since: 6-12 months

Reviewed on: Jan 25, 2021

5/5

“Exotel Extremely helpful in setting up a cloud IVR system”

Pros :

Cons :

Switched from : Office24By7

Reason to switch : Its processing is very slow which resulted in enormous time waste.

Features

5/5

Value for Money

5/5

Customer Support

5/5

Ease of Use

5/5

Likely to Recommend

10/10
N

Nagaraj

Verified reviewer:linkedin_verify

Associate, Finance

2-100 Employees

Software user since: 1-2 years

Reviewed on: Jan 28, 2022

5/5

“Most affordable and secure IVR solution for business”

Pros :

Cons :

Switched from : Mcube

Reason to switch : It is most secure and reliable IVR solution at an affordable price

Features

5/5

Value for Money

5/5

Customer Support

5/5

Ease of Use

5/5

Likely to Recommend

10/10
MC

momin choudhary

Verified reviewer:linkedin_verify

Executive, Travel & Tourism

2-100 Employees

Software user since: 6-12 months

Reviewed on: Dec 24, 2021

5/5

“Their have an amazing customer service to help business needs”

Pros :

Cons :

Switched from : CloudTalk

Reason to switch : Its is service-centric and customer support is top notch

Features

5/5

Value for Money

5/5

Customer Support

5/5

Ease of Use

5/5

Likely to Recommend

10/10

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