Inbound Call

Centre Solution
Introduction Our Customers

Exotel is one of Asia’s largest cloud

communication platforms offering
better customer experiences.
We build reliable and intelligent
communication system for enterprises
and SMEs through voice & SMS.

Founded in
2011 650+ Team size
Bangalore

Business
4500+ 14 mn+ Calls powered
served
everyday
Rapidly Scaling Companies in Asia use Exotel
Have pioneered several use cases for operations and support functions in the
enterprise communication market for a decade.

Products Benefits Customer

Connect Number Masking

Hyper local Contact Center Order Tracking

Lead Assist Better sales wins

Contact Center Overlay Call routing and distribution

Micro Contact Centre Customer communication management

SMS APIs Better delivery rates

nOTP Higher efficiency and effectiveness than SMS

E-Commerce Transportation 3PL NBFCs Marketplaces Healthcare Enterprises SMBs

A look at your Call Centre

Brief Overview:
1. Call mismanagement & inefficiency
● Expectation: Reduced TAT for customer-agent conversations, tracking missed opportunities, smarter IVR.

2. Agents handling manual activities

● Expectation: Automating routine queries, extracting conversation highlights, real-time call insights.

3. Telephony limitations with PBX infrastructure

● Expectation: Limitless scaling to cater to high call traffic periods, better tech stack integration

4. Managing productivity with remote teams

● Expectation: Agent performance insights, management visibility into sales & support org performance
Stages of Customer Support Journey
1

2
Record the Issue

Investigate the Case

3
Resolve Customer Concerns
Record the issue 4

Assess and Improve

 Stage 1- Record the Issue

Automate Interactions
Choose & customise call flows. Auto respond to
L1 queries. Forward target calls to BPOs or OSPs.
Sales Support

Features: Multi-level IVR, Voice bot-IVR, Call

Forwarding

“Exotel handles double the usual call volumes seamlessly. With Exotel, we
don’t have a limit”
- Lindo Paul, Business Analyst
 Stage 1- Record the Issue

Manage Calls
Manage call load. Track missed sales
opportunities during high call volume periods.
Predefine call routing criteria to agents. Sales Support

Features: Unlimited Channels, Missed call

tracking, Conditional Routing

“Exotel handles double the usual call volumes seamlessly. With Exotel, we
don’t have a limit”
- Lindo Paul, Business Analyst
 Stage 2- Investigate the Case

Analyse Concerns
Review call recordings to resolve cases, track customer
history through call data synced with customer-facing tools.
Features: Call Recordings & Analytics, API tool integrations

Personalise the Journey

Extract key phrases & correlate to closed deal calls. Share insights
with voice-AI platforms to boost personalisation and CX scores Suggested customised phrases for
specific call scenarios

Features: Voice Streaming, Tracking & Reporting, API integrations Auto-response to the query
is available. Deflect to bot.

Upsell moment -
Manage Case Resolution Pitch premium plan

Schedule callbacks for clarity on case, monitor or take over irate

customer calls. Track progress of support tickets.
Features: Callback Alerts, Listen-Whisper-Barge, Real-time Alerts

“We enjoy using Exotel’s call apps which are customized to support our complex
use cases.”
- Anish Rao, Associate VP of Product
 Stage 3- Resolve Customer Concerns

Update and Record

Real-time updates from call data for organisational visibility,
auto-attach conversations recordings to case.
Key Features: Auto-update customer records, Integration
with support or sales stack to gain better case insights

Evaluate
Calibrate NPS & CSAT scores by taking automated feedback calls
or SMS “in-the-moment”.
Key features: Automated surveys and feedback calls/SMS

“Our call centre has automated handling ticket cancellations with Exotel. It helps
us save almost Rs. 30 lakhs every year.”
- Kumar Vinod Sr. Manager, Operations
 Stage 4- Assess and Improve

Template Winning Formulas

Track recurring phrases and keywords from high-CSAT
conversations. Create & adopt best practices to boost CX levels
Key features: Call recording, Call Analytics, Voice Streaming

Improve Performance
Empower supervisors with detailed insights into agent/rep
performance. Intervene in escalated calls and resolve concerns better.
Key Features: Call Analytics, Voice Streaming, Listen-whisper-barge

Expand Visibility
Offer data-driven inputs for management to plan means of
improvement. Track real-time insights into call trends & CX levels
Key Features: Customised reports, Simple & intuitive UI dashboard

“Analysing many players’ conduct and quality levels is now just a few clicks
away with Exotel.”
- Vikas Gulati CTO
“We use other cloud telephony platforms as
well but Exotel gets a big thumbs-up from us
for their ease of use”

Chirag Patel,
Engineering Manager
Setting up a Contact Centre is Simple

1. Get a Customer Facing Number 2. Link a Virtual Number to it

Use your existing or a new number that is Get a virtual number from Exotel to
easy to remember and can be associated access all the benefits of a cloud
with your brand. telephony solution.

3. Set Up Call Flows 4. Intelligently Route Calls

Create detailed flows based on to Specific Agents
customers’ needs. Add greetings, Set up the solution to route calls
voicemails or office hours to to expert teams or agents. Save
manage calls. time by accurately routing calls.
Anything you imagine is possible! Here’s what
Exotel offers

● Multi-Level IVR ● Outbound SMS ● Highly Programmable ● Powerful Dashboard

● Call Recording ● Call trigger solutions APIs ● Daily Email/SMS Reports
● Voicemail ● Missed call alerts ● Easy integrations with ● Comprehensive,
● Number Masking ● Multilingual SMS CRM customizable reporting
● Missed Call ● Unlimited channels
● Solutions ● App Store
● Call Blasts ● Comprehensive APIs
● Unlimited Channels ● Configurable Workflows
Why our Customers love us

Parameters Exotel’s Offering

Availability Best in class uptimes of 99.95%

Scalability Supported 23x growth in 9 weeks for the world’s largest cab aggregator

Security ISO 27001:2013 (Recommended)

Superior Connectivity Through innovations such as backup numbers, auto retry, network quality API

Regulatory Compliance Asia’s most compliant cloud telephony provider

Exotel has partnerships with all the major telcos, data centers and internet
Quality & Accuracy
providers in Asia
We lead with Values
https://exotel.com/values/

Shivakumar G Ishwar S
CEO & Co-founder COO & Co-founder
15 years of experience 16 years of experience across
across Yahoo and Flipkart Yahoo, SAP and Position2

Stay True Trust Sings Both Ways Find Your Doosra Settle For Excellence The Chicken Is Involved But The Pig Is Committed
We lead with Values
https://exotel.com/values/

Sanjeeth Karthikeyan
Chief Product Officer Chief Growth Officer
15 years across Cisco and 14 years across Sun Microsystems,
Honeywell Yahoo, Cognizant and eBay
And
650+
Anil Sudheendra
others..
Senior VP and Head of IT VP, Finance
18+ years across Tambora 16 years across Blubirch, IBM,
Systems & Ittiam Systems Paladion, and IIHT

Stay True Trust Sings Both Ways Find Your Doosra Settle For Excellence The Chicken Is Involved But The Pig Is Committed
Thank You