Enable Remote Work With Exotel’s Virtual Call Centre Software

Looking to power your customer-facing team during COVID-19? Setup a remote call centre for your sales and support teams in just 30 mins.

What is a virtual call center software?

A virtual call center lets you route calls directly to agents’ mobile phones. Instead of a typical setup where agents are chained to their desks, a virtual call center enables agents to work remotely from anywhere, anytime. Since virtual call centers are cloud-based, there’s no need to go through the hassle of setting up expensive and bulky equipment like EPABX systems.

Virtual Call Centre vs Traditional On-Premise Call Centre : Benefits

Exhaustive analytics

Route calls to mobile

After the initial setup, agents only require a mobile phone to manage both inbound or outbound calls. As calls are routed to the agent’s phone, there’s no dependency on the internet.
Quick set up

No geographical limitations

With a remote call center, you get the flexibility of hiring agents from any part of the world. It is especially useful if your support relies on people working in different timezones.
Cost effective

Lower setup costs

Setting up a virtual call center doesn’t require you to purchase additional hardware or other equipment needed for in-house call center operation. You can set up everything, including agents in a jiffy.
Improved Customer Experience

Deliver great voice experiences

Since all the calls over the PSTN network, voice quality is independent of the agent’s internet connection. Forget call drops or latency issues due to low bandwidth. No need for setting up a voice logger either.
No IT person required

Support remote working

Allow your agents to work from anywhere, including their home, a cafe, or while they are traveling. Never face a resource crunch in adverse situations. You also get the flexibility of easily adding and removing agents.
Scale at ease_1

Overcome the disadvantages of a VPN

Forget the challenges (like call drops or inconsistent voice quality) that comes with contact centers powered using a VPN or WebRTC. With Exotel all calls are routed over the PSTN network and is independent of the agent’s internet connection.

How can you move from your traditional setup to a virtual call center?


Add Call Forwarding

Divert all calls from your customer facing number to a hosted virtual number on Exotel.

Tailor-make your call flow in the dashboard

Give your customers a pleasant experience by personalizing the call flow.

Direct calls to the right agents

Route calls to agents’ mobile numbers with our smart call-routing feature.

Stock broking is not an easy business to run as it is, but when the environment changes like it has recently, it gets quite challenging. We needed to move to a distributed workforce instantly to continue to serve our customers and Exotel made it really easy to transition.

– Hanan Delvi, Chief of Client Relations

A remote working guide for sales and support teams

Despite its many benefits, working remotely can be especially challenging for customer-facing teams. Transitioning your support and sales team to a remote working architecture can be a nightmare without the right tools and strategy. We understand that and that’s why we’ve come up with an ebook that’ll help you make the transition easy: both technically and operationally. Read the ebook now!

8 Reasons Why Businesses Need to Set Up a Virtual Call Centre

Detailed Reporting

Gain visibility

Virtual call centers offer in-depth business analytics and reports that give you the visibility and insights required to improve your customer service, thereby helping your business.
User verification

Attract and retain talent

Companies allowing remote work have 25% lower employee turnover than those that don’t and 76% of workers would be more willing to stay with their current employer if they could work flexible hours.
Appointment reminders

Save time & effort

Virtual call centers are flexible and you can get your call center up and running in less than an hour. The same goes for any modifications/upgrades; everything is instant and effortless.
Cost effective_1

Cut expenditures

A Global Workplace Analytics report indicates that businesses can save as much as $11,000 per person, per year by allowing them to work from home.
Automated Calls

Increase flexibility & control

Virtual call centers are extremely easy to set up and configure, and you can make changes to the call flow, and delete or modify users on the go.
Lower cost

Low initial setup cost

Businesses can get started with a virtual call center in less than 10% of the initial setup cost required in case of traditional PBX setup.
Increase Productivity

Increase productivity

A Cisco sponsored study found that partially working from home resulted in a 12% increase in productivity.
Track productivity

Eliminate downtime

With Exotel’s uptimes of 99.5%, you can be rest assured that even if things go wrong, we’ll fix it in minutes.

Benefits of cloud contact center software over a traditional PBX system


Try Virtual call center software free for 15 Days

Sign up and get free call & SMS credits

What you get from Exotel’s virtual contact center software

Multi-level IVR

Multi-level IVR

Give your customers a seamless experience every time they call you. No more wasting time on IVR prompts that are not helpful. Personalize, customize, sound professional
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 India, stay informed about your business calls and serve your customers better. Get notified at the right time.
Wider reach, lesser time

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.
Call Recording_2

Call recording

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

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.
Automated Calls & SMS

Automated calls & sms

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

Missed call services

Missed call to get a service is a very “Indian” 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.
Conditional Call Routing

Conditional call routing

You can route 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.

Customer Success Stories

Expansion was a breeze with Exotel

Urban Ladder Logo

Urban Ladder uses Exotel to improve the customer experience


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.


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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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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.


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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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Asia’s most innovative companies use Exotel

The Exotel

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

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!