USE CASE

Cloud Contact Center Software for Businesses

Exotel’s cloud based contact center software has all the features to efficiently manage your inbound, outbound or a combination customer call center. Get started in a few minutes, and scale as you wish! No more struggling with the shortcomings of traditional systems like EPABX.

What is a cloud contact centre software?

A cloud contact centre software enables businesses to carry out their customer communications (calls, SMS) over the internet, without the need for an on-prem PBX phone system. It is easier to set up and maintain, cost-efficient and gives businesses more control and visibility into their operations.

How Exotel’s call center software works

Customer facing number

Have a single number that your customers can reach out to you on. This number needs to be easy to remember and used in all your collaterals.

Get an Exophone

Get an Exophone (virtual number) from Exotel. Divert all calls from your customer facing number to the your Exophone.

Customise the call flow in dashboard

Personalize the call flow to ensure customers have a great experience. Create an IVR greeting, add voicemail option, set office hours etc.

Route calss to the right agents

Smart call routing diverts calls to the right agents based on your customer’s input and the team’s availability.

Easy visual drag-drop dashboard

Just drag-drop applets and build your call flow. Don’t wait for developers to code them.

What you get from Exotel’s contact center solutions

Multi-level IVR

Give your customers a seamless experience every time they call you. Personalize, customize, sound professional with our IVR solutions.

Auto Dialer

Our auto dialer software helps streamline your calling process. It removes the need for manual dialing, allowing agents to get more done in less time. Whether you’re calling to conduct surveys, take feedback, or for sales, auto-dialer helps agents be more efficient.

Automated Calls & SMS

You can make automated IVR calls to track marketing ROI, collect customer feedback, confirm COD orders, etc.

Visual drag-drop APIs

With Exotel, you can do anything from creating a simple IVR to complicated call functions using our visual APIs or ‘App Builder’ as we like to call it.

Call Recording

Our call center software allows you to record calls, monitor them and make better business decisions. Helps in training agents, customer dispute resolution and taking data driven business decisions to offer a great customer experience.

Daily Email Reports

Know exactly how your team is performing over phone calls. Get a detailed daily report with call statistics for your company and individual agents as well as groups.

Call Analytics

Think Google Analytics for your calls with our call center software. Get detailed analytics on all the campaigns you run with information on the status of each call and SMS.

Real-time notifications

Missing a call means losing a potential customer or missing the opportunity to solve a customer’s problem. With our call center software, stay informed about your business calls and serve your customers better. Get notified at the right time.

Conditional Call Routing

Our automatic call distributor software routes calls based on a lot of conditions like time of the day a customer calls, the geography a customer is calling from or even the customer who is calling.

Live Call Transfer

Transfer calls to the right agents contextually and instantly in a click of a button. Improve customer experience and reduce resolution times.

Missed Call Services

Missed call to get a service is a very effective way of doing business. It is also an incredibly useful tool for customers. Ask your clients to give a missed call to a number and customise the response to suit your business.

Unlimited Channels

When we started Exotel, we decided never to let a customer miss even a single call due to channel capacity constraints. Have unlimited concurrent calls on the same number using our parallel ringing feature.

Benefits of cloud contact center software over a traditional PBX system

Why a cloud contact center software

Quick setup

Setup a call center in minutes. Add co-workers, create a call flow and you are good to go!

Scale at ease

Add/remove agents, virtual numbers (Exophones) and increase or decrease the number of calls without worrying about the infrastructure.

Cost effective

No spending on infrastructure, set up or maintenance.

Exhaustive analytics

With in-depth daily reports and analytics, you can keep track of customer conversation and agent performance

No specialist required

You can make changes to your call flows and set up without a dedicated team or person to monitor it

Who should use our call center software solutions?

Any business, with a customer facing team, that wants to streamline customer communication. A customer support call centre up to 500 agents can use Exotel for call centre solutions.

Easy call tracking and analytics

Listen to customer feedback and improve your product/service using call recordings, available in your inbox

Integrations

We know how difficult it is for agents to switch platforms to access certain information. To remove the need for switching platforms, you easily integrate us with your business tools. We support native integrations with many popular CRMs and helpdesk tools like Zoho CRM, Freshdesk, Shopify, Zendesk, and more.

Try our cloud call center software free for 15 Days

Sign up to get free Call & SMS credits

How customers use our cloud call center software

Exotel Powering Vedantu’s Mission of Making Learning Personalized

Exotel enhances Practo’s customer experience with call integrations

How Scripbox uses Exotel to communicate with their customers every day

FAQs

How fast can I set up my account?

Usually, account activation takes 30 minutes. Here are the steps to follow -

1. Sign up for a trial
2. Verify your number and the virtual number assigned to your account
3. Complete your KYC

Once your KYC is verified (usually takes 30-45 minutes), you can start making/receiving calls and sending SMSes from your dashboard.

Know More

What are the inbound and outbound call charges?

Call charges for inbound and outbound calls are as follows:

For Indian customers
Pricing starts from**
Single-Leg Call Charges (Same Circle) - INR 0.40/min
Single-Leg Call Charges (Other Circle) -INR 0.75/min
**The prices vary based on volumes of calls. Talk to sales for more or sign up and test our free trial for 15 days

For International customers
Pricing varies on the country you want to make or receive calls from. Contact our international sales for pricing details.

Note: To get a correct price estimation based on your volumes and use case, please contact our sales team.

How does pricing work for the voice calls?

Exotel charges voice calls on a per-leg basis:

1. Inbound Calls - An Inbound call is a single-legged call ~ When a call lands on a customer-facing number, Exotel dials an agent number to connect the customer’s call.

2. Outbound calls - An Outbound call is a double-legged call ~ When an agent calls customer, Exotel first dials agent number and then dials the customer number to connect them over a virtual number.

View call pricing here.

Start 15-day trial

Talk to Sales

How long does it take to set up a call management software?

A cloud call management software can be set up anywhere between 2 to 3 hours. In fact, we helped Zerodha set up their call management system within 3 hours.

What is the UL VNO License and in which circle we have the license?

UL VNO is a Unified License Virtual Network Operator. UL VNO license enables us to offer full fledged telecom services by the network of NSO (Network Service Operator) like Airtel, Tata etc.

We now have an UL VNO license in the Karnataka circle under entity name Veeno Communications Private Limited.

Can I remove my business number from Truecaller's Spam list if I sign up for its Verified Business Caller ID?

The Verified Business Caller ID solution is not a spam removal solution rather is a brand

identity solution to ensure better identification, branding, and context to improve calling efficiency. It also helps prevent identity theft by scammers. The overall aim is to improve customer confidence and not to whitelist spam numbers. Crossing the spam threshold that is visible through an additional spam score tag on incoming call screens doesn't limit all the features offered as part of the solution.

Talk to an expert

How is a hosted contact centre software different from a traditional PBX or EPABX?

Compared to a traditional PBX system, the cloud telephony system allows you to pay for what you use, broadly through plans that suit business requirements or scale. Enterprises can talk to us (link below) for custom configurations to help large-scale teams engage better, or to support a host of use cases. All you need to get started with cloud telephony is a computer and internet connection.

Contact our enterprise team

What does the UL VNO license allow us to do?

The UL VNO license allows us to be a telecom operator and sell voice & SMS services. Following are few main capabilities under UL VNO license.

1. Allocate dedicated DID numbers to customers.

2. Internet Telephony i.e agent leg is on IP and end user leg is on PSTN. Important for WFH type solutions. It may be referred to as IP-PSTN intermix within our organization.

3. Become a single service provider for software and telecom services.

4. Offer 100% regulatory complaint solution.

5. Offer affordable platform & CC solutions.

What are we going to offer under the UL VNO license?

We are going to launch Ameyo Cloud Contact Centre in Karnataka circle as of 1st April, 2022. Exolite solution will not be available in Karnataka circle on 1st Apr, 2022.

What are the main points to remember about the UL VNO license?

For now, we can offer DID numbers only in Karnataka circle under UL VNO license. DID numbers will be available only for the cities where the customer is able to produce address proof and complete CAF & KYC process.

8% AGR is applicable on UL VNO license.

Circle wise billing is mandatory.

Moving your business communication to the Cloud

Businesses often move to cloud communication system to save on operational costs. However, that is not the only benefit of moving to the cloud. We wrote down the other direct and indirect advantages of moving your business communication to the cloud in this white paper.

Asia’s most innovative companies use Exotel

The number masking feature has been a very worthy addition to making our customer experience even better.

We used to use a traditional PBX system before. But that doesn’t have the capabilities of Exotel’s IVR system. So, we decided to use Exotel for our IVR cancellation system.

Exotel’s automated calls have helped in increasing our service levels and reducing our costs since there is no need for any manual intervention.

Exotel’s APIs are very clearly defined. Our tech team could integrate them in no time. It’s easy to incorporate into any product.

Very supportive and understanding staff who have lived up to every expectation, and at times exceeded them too.

Exotel’s API documentation and implementation process is extremely simple and easy to follow. There were no hassles in setting it up. We use other cloud telephony platforms as well but Exotel gets a big thumbs-up from us for their ease of use.

We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.

The Exotel
Advantage

Why Exotel is considered as the most reliable cloud communications company in India and Southeast Asia

Highly Secure

ISO 27001:2013 certified information security management system
Superior Quality

Best success rates, voice quality and reduced latency
Superior Reliability

Best in class uptimes of 99.94% including operator uptimes

Patented Solutions

Gain competitive advantage from patented products
Scale at Ease

Grow at will, expand without worrying about infrastructure
Best Support

18×7 customer support via phone, email and Twitter

Additional resources for you to understand cloud call center better:

Find out how Exotel can work for you. Set up a call.

We are India & SE Asia's leading cloud telephony & communications operator. Let us show you how!

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