Exotel Hosted Contact Center Solution

Exotel Hosted Contact Center

Brand: Exotel
Product Code: Exotel Hosted Contact Center Solution

Product Highlights

Service Availability India
Time of the Day Routing YES
Location Based Routing YES
Multi-Channel Routing NO
Toll Free Number Availability YES
Email & SMS Blast NA
Instant Chat Support NO
Exotel Hosted Contact Center Overview

Exotel is a cloud telephony platform for modern Indian business. Cloud telephony is a technology that moves the business phone system to the cloud. It is a voice and messaging service that replaces the need for the conventional business telephone system which entails more engagement for the businesses. Exotel provides the suite of tools which one can manage all sales , marketing and customer care channels , from the dashboard itself. The benefit of using Exotel Cloud telephony are :-

  1. In marketplaces , it connects a seller and a buyer.
  2. Automated calling using APIs.
  3. Improving operational efficiency an agent productivity
  4. Safeguarding customer privacy.
  5. Supporting field workforce like delivery agents , salespersons , serviceman etc.
The features of Exotel Cloud Telephony Solutions makes it as a perfect solution in today's market :-


Features
Description
Multi-level IVR
Multi-level IVR provides :-
  • Personalisation :- It has a personalized IVR prompt that greets the customer and route their calls to the relevant team.
  • Sound Professional :- It uploads the recording or get a message recorded by the professional voice over artist. Message can be recorded using the mobile phones also.
  • Customization of IVR menu according to the business needs. There is no need to wait for IT assistance or a 3rd party to make the changes.
Real-time Notification
  • Get the notifications of the missed calls of the agents on the right time. It changes the activity state on Exotel and changes the call flows.
  • Customization the kind of notifications which the agent would like to receive.
Unlimited Channels
  • It receives unlimited parallel calls irrespective of the plan.
  • Exotel is the only cloud telephony company in India that offers unlimited channels.
  • Unlimited channel capacity on all plans.
Call Recording
  • It betters the decision making process and decision - Exotel helps in both incoming and outgoing calls to be recorded and available on the dashboard. Customer conversations are wealth of information. It provide insights that can be used to improve the product or service of the customer operations. Call recordings are available in just a few minutes in the agent's inbox.
  • Training & Evaluation - The Exotel gives the agents an opportunity to learn with real call recordings
Call Analytics
  • It gives the detailed analytics on all the campaigns you run with all information on the status of each call and SMS.
  • It helps in identifying the call patterns - Exotel helps in identifying the patterns of call and staff team according to the volumes and avoid missing calls.
Automated Calls and SMS
  • Exotel helps in making the automated IVR calls to track marketing ROI , collect customer feedback , confirm COD orders , send order status via SMS.
Missed Call Services
  • It is one of the cost effective method as missed call campaigns cost comes down to zero for customers , therefore it helps in improving engagement while keeping the investment in check.
  • It is one of the powerful and easy tool for collecting feedback , increasing app downloads , surveys, verification , voting , opt-in subscription etc.






Exotel Hosted Contact Center Licensing

Dabbler Plan:

  • 6 months validity
  • ₹ 5,999 rental
  • ₹ 4,000 Call/SMS balance
  • 6 Agents
  • 2 Exophones
  • Unlimited Channels
  • Multilevel IVR

Believer Plan:

  • 12 months validity
  • ₹ 10, 499 rental
  • ₹ 9,500 Call/SMS balance
  • 6 Agents
  • 2 Exophones
  • Unlimited Channels
  • Multilevel IVR

Custom Solutions For Enterprises Availabl

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Advance Features
Service Availability India Global Global
Key Customers Flipkart, Practo, OLA, UBER Bigbasket, Shaddi.com, CIDCO Fostis, Sulekha, Swiggy, Faasos, HT Media
Automatic Call Distribution
Skill Based Routing
Time of the Day Routing
Location Based Routing
Multi-Channel Routing
Multi-Channel Interfaces NA Voice, web, email, chat, sms and social media NA
Supervisor-Agent-Customer Conference
Exotel Hosted Contact Center Specifications
Provider Info
Service Availability: India
Customers
Key Customers: Flipkart, Practo, OLA, UBER
Inbound Contact Center
Automatic Call Distribution
Skill Based Routing
Time of the Day Routing
Location Based Routing  
Multi-Channel Interfaces: NA
Supervisor-Agent-Customer Conference
Customer Voicemail/Call Back
Supervisor Coach
Toll Free Number Availability
Music on Hold: YES (Only for Busy Agents)
Show More
Outbound Contact Center
Outbound Type: Predictive (Call Campaign)
Campaign & List Management
Data/Contact Import
Number Masking
Email & SMS Blast: NA
Missed Call Campaign: NA
Interactive Voice Response
Personalised IVR
Multi-Level IVR
Estimated Wait Time Announcement
Visual Call-Flow Designer
Customer Survey/Feedback : YES (Calls & SMS)
Workforce Optimization
Call Recording
Quality Evaluations
Management & Reporting
Real-Time Dashboard
Standard Real Time/ Historical Reports
Agent Desktop: Web & Andriod App
Off-the-Shelf Integrations
Zoho CRM: NO (Require Via UMS Techlabs)
Freshdesk: NO (Require Via UMS Techlabs)
Salesforce CRM: NO (Require Via UMS Techlabs)
Zendesk: NO (Require Via UMS Techlabs)
3rd Party REST API's
Support
24X7 Support: YES (24/7)
Email Support: YES
Support SLA
Online Ticket Management
Exotel Hosted Contact Center Reviews

Exotel Hosted Contact Center Solution

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