Overview
Product Information on Exotel
What is Exotel?
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Overall experience with Exotel
“Reliable Platform and Well-Documented APIs Offset Limited Reporting Capabilities”
“A good telephony service when the scope of service is limited to India”
About Company
Company Description
Exotel provides AI-powered customer communication solutions. The platform includes voice and messaging APIs, supporting SMS, WhatsApp, RCS, WebRTC, in-app calling, voice streaming, IVR call routing, call forwarding, and CRM integration. Exotel also offers call analytics, recording, and an intuitive agent dashboard. The Contextual Customer Data Platform transforms raw data into personalized customer narratives, providing actionable insights. Exotel holds a UL-VNO license for VoIP telephony services, ensuring compliance as a cloud calling operator. This comprehensive solution helps businesses manage and enhance their customer communications effectively.
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Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
Reviewer Insights for: Exotel
Deciding Factors: Exotel Vs. Market Average
Performance of Exotel Across Market Features
Exotel Likes & Dislikes
The platform being reliable is the most impressive thing. The APIs are very well documented and are easy to integrate, which makes it simple to embed features in our existing workflows.
1. The rates of the telephony service is extremely affordable. Our calling expenses have reduced consderably. 2. Ease of use for administrator - It is extremely quick to add and delete agents. I can quickly use the reports to measure productivity and idle time of agents. 3. Features like customizable call flows are amazing. I can record my voice or use a robot voice and IVRs with extreme ease.
On-Call support
At times, I feel like analytics and reporting capabilities lag behind. A more granular insight engine might go a long way here by giving insights on optimizations.
1. I cannot use calling for international numbers through this service. Neither can I have international agents sign up using this service. It limits our ability to use this feature globally. 2. Integration with Freshdesk is very limited. I am not able to send customer satisfaction response to a ticket field in Freshdesk. 3. Reports are limited. If I want to do analysis regarding which agent spent most/least time on calls or slice call data by different cuts, it is not readily available for me on the tool. I have to download csv files and perform my own data cuts through excel.
The call dashboard can be improved with insights, currently for detailed analysis we have to download reports and crunch numbers. Also, the UI for the listening to voice transcripts/ recordings can be improved.
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Exotel Reviews and Ratings
- Engineering Manager50M-1B USDFinance (non-banking)Review Source
Reliable Platform and Well-Documented APIs Offset Limited Reporting Capabilities
My Overall experience has been very satisfactory. The platform is very stable and reliable for most of our usecases, and support has been responsive when required. The core functionality works well and is dependable. - Product Manager50M-1B USDRetailReview Source
Exotel’s services enables faster number allocations with a great on-call support.
We are using Exotel's services for our hyperlocal orders utilising their number masking and virtual number allocation services. Happy with the way the team executes and implements these services in quick time. Post-launch support has also been good. - IT Manager1B-10B USDBankingReview Source
Exotel Team Provides Prompt Assistance and Readily Addresses Product-Related Queries
Exotel team is supportive and gives quick attention to any queries. - Manager, Human Resources10B+ USDBankingReview Source
Positive Experience Reported With Exotel’s Customizable and Easy-to-Use Features
The experience with Exotel has been good. We appreciate the level of customization they do as per the different client requirements. - Cultural And Media Actions Officer50M-1B USDMiscellaneousReview Source
Smooth Communication With Exotel
Exotel enhances communications and improves the way we communicate/support our customers. It simplifies customer communications and ensures amazing support thanks to conversation AI features and ease of customization.