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

1

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.
2

Get an Exophone

Get an Exophone (virtual number) from Exotel. Divert all calls from your customer facing number to the your Exophone.
3

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.
4

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.
Drag and drop call center software

What you get from Exotel’s contact center solutions

Multi-level IVR

Multi-level IVR

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

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_2
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

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.
No more manual data updation

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

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

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.
Conditional Call Routing
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_1

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

cloud-telephony-vs-traditional-epabx

Why a cloud contact center software

Quick set up

Quick setup

Setup a call center in minutes. Add co-workers, create a call flow and you are good to go!
Scale at ease_1

Scale at ease

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

Cost effective

No spending on infrastructure, set up or maintenance.
Exhaustive analytics

Exhaustive analytics

With in-depth daily reports and analytics, you can keep track of customer conversation and agent performance
No IT person required

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

vedantu_logo-exotel

Exotel Powering Vedantu’s Mission of Making Learning Personalized

cloud communications

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. 

 

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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.

 

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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.

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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.

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

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 to choose the best OTP service provider in India?

Choosing a reliable OTP service provider in India is the key to implement a robust authentication system. Below are some of the important factors to consider:

1. Delivery and Latency Rates: Always choose a provider that can assure you of better OTP delivery rates and lower latency rates.​

2. Flexible APIs: If you are implementing an OTP authentication system using APIs, then make sure that your OTP service provider’s APIs are flexible and easy to implement in your backend systems.

3. Data Security: Your customers’ data should be your number one priority. Always choose a provider that is ISO certified and exercises enterprise-grade security practices.

4. Scalability: Always choose a provider that can quickly scale up or down according to your business needs.

5. Customer Service: Choose an OTP service provider that values your time and truly cares about your success. Always ask if you are getting timely support in case you run into problems.

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.

 

Why use an SMS API?

SMS APIs are used to allow web applications to send and receive text messages through logic written for standard web frameworks. In simple words, SMS API helps to send and receive messages from the web using SMS API gateways.

 

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How does SMS API work?

The SMS API is a HTTP based REST API which allows you to trigger SMSes using actions/buttons at your internal application. An SMS API is something like a code that allows communication between one platform to another. Think of it as a friendship between two people, a bond is created and then knowledge or information is shared.

 

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Moving your business communication to the Cloud

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 Exotel
Advantage

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

  • ISO-Certified

    Highly Secure

    ISO 27001:2013 certified information security management system
  • Superior-Quality

    Superior Quality

    Best success rates, voice quality and reduced latency
  • Super-reliability

    Superior Reliability

    Best in class uptimes of 99.94% including operator uptimes
  • Patented-Use-cases

    Patented Solutions

    Gain competitive advantage from patented products
  • Scale-at-ease

    Scale at Ease

    Grow at will, expand without worrying about infrastructure
  • Best-Support

    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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