Name: Exotel
Rating: 4.5 (41 reviews)

Overview

Product Information on Exotel

Updated 4th July 2024

What is Exotel?

Exotel provides a comprehensive CPaaS solution that includes voice and messaging APIs to ensure seamless customer interactions. The platform features voice and video calling, IVR, SMS, email, and push notifications. Exotel's APIs, security features, real-time analytics, and workflow automation enhance customer engagement and streamline operations. Exotel operates under UL-VNO licensing for VoIP telephony services, ensuring compliance as a cloud calling operator. Key features include click-to-call, messaging APIs (SMS, WhatsApp, RCS), voice APIs (WebRTC, in-app calling), voice streaming, IVR call routing, agent dashboard, call analytics and recording, call forwarding, and CRM integration.

Overall experience with Exotel

Engineering Manager

500M - 1B USD, Finance (non-banking)

FAVORABLE

“Reliable Platform and Well-Documented APIs Offset Limited Reporting Capabilities”

4.0

Nov 5, 2025

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.

Sr. Operations Manager

Gov't/PS/ED <5,000 Employees, Education

CRITICAL

“A good telephony service when the scope of service is limited to India”

3.0

Jul 27, 2023

A good and affordable telephony service for Indian customers. The scope is limited to Indian telephony services and is not viable for international calling. Lacks a ticketing system which would have really enhanced the use case more.

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.

Company Details

Company type

Private

Year Founded

2011

Head office location

Bangalore, India

Number of employees

1001 - 5000

Website

https://www.exotel.com

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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.

Ease to use and helps us to analyze the inblound call from campaign as well as to monitor the conversation with AI

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 Machine Learning for AI still need improvement to understanding what customer facing.

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Exotel Reviews and Ratings

Recommended Gartner Insights

50M-1B USD

Finance (non-banking)

Review Source

Reliable Platform and Well-Documented APIs Offset Limited Reporting Capabilities

It Manager

<50M USD

IT Services

AI Chat Platform Simplifies Inbound Call Analysis to fullfill cutomers needed

Feb 24, 2026

Best software for AI chat platform to handle customer complain

Product Manager

Retail

Exotel’s services enables faster number allocations with a great on-call support.

Jul 30, 2025

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 Manager

1B-10B USD

Banking

Exotel Team Provides Prompt Assistance and Readily Addresses Product-Related Queries

Jul 11, 2025

Exotel team is supportive and gives quick attention to any queries.

Manager, Human Resources

10B+ USD

Positive Experience Reported With Exotel’s Customizable and Easy-to-Use Features

5.0

The experience with Exotel has been good. We appreciate the level of customization they do as per the different client requirements.