All the features you need to build a
reliable and efficient business

Multi-level IVR

 

Create a personalised customer experience

Give your customers a seamless experience every time they call you. No more wasting time on IVR prompts that are not helpful.

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Personalisation

Have a personalised IVR prompt that greets your customers and route their calls to the relevant team. Get your customers to choose who they’d like to speak to with “Press 1 for sales, 2 for support” etc.

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Sound professional

Upload a recording or get a message recorded by our professional voice over artist. You can even record a message using your mobile phone.

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Customise

Customise the IVR menu according to your business needs. No need to wait for IT assistance or a 3rd party to make changes.

Here’s everything you need to know about IVR and how they work before making a decision.

Real-time Notifications

 

Stay on top of your business calls and serve your customers better

Missing a call means losing a potential customer or missing the opportunity to solve a customer’s problem. Stay informed about your business calls and serve your customers better.

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Get notified at the right time

We will notify you when you or your agent misses a call, changes their activity state on Exotel, changes your call flows and more.

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Set your preference

You can customise the kind of notifications you’d like to receive to ensure that we don’t flood your inbox.

Unlimited Channels

 

Receive unlimited parallel calls irrespective of the plan you’re on.

When we started Exotel, we decided never to let a customer miss even a single call due to channel capacity constraints.

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No limits on concurrent calls

Exotel is the only cloud telephony company in India that offers unlimited channels.

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Freedom

Unlimited channel capacity on all plans.

Call Recording

 

Monitor customer conversations to improve quality

Call monitoring allows you to make better business decisions, train your agents right as well as resolve customer disputes.

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Better business decision

With Exotel, all your calls, both incoming and outgoing, are recorded and will be available on your dashboard. Customer conversations are a wealth of information. They provide insights that you can use to improve your product or service and your customer operations. Call recordings are available in just a few minutes in your inbox.

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Training and evaluation

Give your agents the opportunity to learn with real call recordings. No need to create dummy scenarios when they can understand from the best agents on how to handle customers.

Listen to every agent’s recording to understand and evaluate their performance.

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Dispute resolution

Use call recordings to resolve customer complaints. While is it natural for misunderstandings to occur, having the conversation recorded is the best way to address these issues.

Visual Drag-Drop APIs

 

Create call flows without a single line of code

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.

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Code free

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

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Instant call flows

You can use the call flows created using the App builder right away!

What you see is what you get

WYSIWYG Editor

Our Visual APIs work on the WYSIWYG (what you see is what you get) principle.

Daily Email Reports

 

Updates about your team’s performance in your inbox

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.

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Direct email updates

Get a detailed daily reports with call statistics for your company, individual agents as well as groups that you create.

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Know your call stats

Call stats include the number of calls answered, dialled, missed, the average duration of calls and a lot more.

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Track productivity

Through your call stats, you’ll now be able to keep a close on agent productivity and suggest improvements wherever necessary.

Call Analytics

 

Think Google Analytics for your calls

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Detailed analytics

Get detailed analytics on all the campaigns you run with information on the status of each call and SMS.

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Identify call patterns

Look at call data to identify patterns and staff teams according to the volumes and avoid missing calls.

Automated Calls & SMS

 

Free up agents

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

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Increase Productivity

Since your calls are automated, your agents can now spend their time on other tasks that need their attention.

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Collect automated feedback

Set up an automated outbound IVR to generate feedback. Here are 3 ways to setup an automated feedback system.

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Confirm COD orders

You can set up an automated IVR call for your customers to confirm their COD orders and avoid cost on COD cancellation. Companies can cut their op losses by upto 80% with COD confirmation.

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Send order status via SMS

Keep your customers informed about their order by sending out automated SMSes.

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Engage proactively

Send out automated SMS updates to your customers when you have offers or announcements.

Missed call services

 

The Indian way of doing business

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.

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Cost effective

Missed Call campaigns cost comes to down to zero for customers, therefore drastically improving engagement while keeping your investments in check.

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Powerful tool

Easy tool for collecting feedback, increasing app downloads, surveys, verification, voting, opt-in subscriptions, etc. Here are some ideas on how you can use missed calls for your business based on your vertical.

Conditional Call Routing

 

Route Calls based on location or working hours

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.

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Be available after hours

Good customer experience even for callers who call you outside of your working hours to hear an IVR that says you will get back to them soon.

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Improve customer experience

Automatically route calls to agents who will speak to them in a language they’re comfortable in based on the region they’re calling from.

Connect preferred customers to the right account managers for a great customer experience.

And Much More

 

Explore other features Exotel has to offer

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Web and Android app

Easy to use web and Android app make it easy for your agents to log in from anywhere and not be chained to a desk. You can even make calls and send SMS using the Exotel Android app.

Programmable-APIs

Programmable APIs

Integrate your Exotel call information with your app, CRM, Helpdesk system or any other software using our Rest APIs.

Exophones

Virtual Numbers

Exophones are virtual numbers that Exotel provides you. Using these numbers, you can tell us system what it is supposed to do when you make or receive a call. Here’s how you can use Virtual Numbers for your business effectively.

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24/7 customer support

We are available on phone calls, Twitter and E-mail 365 days a year, 24 hours a day. Anytime you need us, we’re right here!

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Number Masking

We help some businesses like Ola , Uber, Flipkart, etc. safeguard customers’ privacy by protecting their phone number. Make sure your customers’ information is shared only those who need to know it.