Exotel is present in 5 markets with 5 products. Exotel has 106 reviews with an overall average rating of 4.5.
CRM Customer Engagement Center
Gartner defines the CRM customer engagement center (CEC) as a cohesive set of software built around core case management tools, dedicated to providing customer service and support by engaging with customers, and intelligently orchestrating the processes, data, systems, and resources of an organization. CRM CEC is a key software platform used in delivering end-to-end customer service and support experiences. It enables customers to engage and interact with an organization as well as for the organization to orchestrate its internal and external processes and resources to fulfill the customer’s expected outcome.
Exotel has 1 product in CRM Customer Engagement Center market
Communications Platform as a Service
Gartner defines communications platform as a service (CPaaS) as a cloud-based platform used by developers, the IT team and other nontechnical business roles to build an array of communications-related capabilities using APIs, SDKs, documentation and no-code/low-code visual builders. The CPaaS tools facilitate access to multiple communications channels spanning voice, SMS, email, messaging apps, video and conversational capabilities, along with security. The purpose of CPaaS is to enable enterprises to improve communications workflows by providing simplified access to multiple communications capabilities. CPaaS enables enterprises to shorten time to market for new products and services, personalize communications, and orchestrate customer journeys across multiple channels. It delivers digital engagement and operationalizes customer experience, while also driving business efficiencies at scale with digital service delivery. It is modular/composable in design and can expand from initial single use cases to many others as additional business units learn of its value.
Exotel has 1 product in Communications Platform as a Service market
Contact Center Infrastructure
Gartner defines the Contact Center Infrastructure market as equipment, software and services that enable organizations to manage multichannel self-service and assisted service customer interactions holistically from a customer experience and an employee engagement perspective. CCI solutions are dedicated to supporting a single customer enterprise or tenant on each instance of the system, even if that customer or tenant supports multiple contact center operations on that dedicated instance. CCI solutions can be deployed on the customer’s premises or can be hosted and managed in a third-party data center or private cloud.
Exotel has 1 product in Contact Center Infrastructure market
Contact Center as a Service
Gartner defines contact center as a service (CCaaS) as solutions offering SaaS-based applications that enable customer service departments to manage multichannel customer interactions holistically from both a customer-experience and employee-experience perspective. CCaaS is a key technology platform used to support the customer service experience, whether it be self-service or assisted by customer service representatives. All organizations need to offer customer assistance. The preference is for remote support via voice and digital channels over physical presence in offices and stores, though it is common for organizations to offer multiple options. The ambition is for customers to self-serve assistance, through web portals or chatbots. But it is also recognized that complex issues still need the support of employees. CCaaS technology is instrumental in orchestrating both self- and assisted-service engagement with customers. The technology can also manage the quality of engagement between the customer and the customer service representative, recognizing that premium customer experiences are achieved through premium employee experiences.
Exotel has 1 product in Contact Center as a Service market
Conversational AI Platforms
Gartner defines conversational AI platforms (CAIPs) as SaaS products that primarily enable the development of applications simulating human conversation across multiple channels and media. CAIPs leverage composite AI, including generative AI (GenAI) and natural language technologies. Conversations can use a mix of modalities such as text, voice and visual content. To support the building of conversational applications, platforms provide extensive coding options, from pro-code to no-code. Application areas include chatbots, virtual assistants (VAs) and conversational AI (CAI) agents. CAIPs are used to create, deploy and manage AI-driven conversational interfaces. These platforms enable businesses to develop VAs and conversational AI Agents that facilitate both customer-facing and internal interactions through pro-code/low-code/no-code tools. CAIPs empower businesses to centralize and democratize the development and management of multiple, diverse CAI initiatives, leading to more cohesive and efficient operations. The blend of capabilities provided by CAIPs is distinctive compared to those offered by other CAI solutions, such as targeted extensions for CAI found in other enterprise applications (e.g., CRM systems, contact center platforms) or stand-alone GenAI-native apps. In comparison, CAIPs are a better fit for strategic and scalable enterprise-grade CAI adoption.
Exotel has 1 product in Conversational AI Platforms market