Exotel - 2026 Pricing, Features, Reviews & Alternatives

As the emerging market’s leading full-stack customer engagement platform, Exotel delivers an industry-leading customer communication stack for distributed customer-facing teams to utilise and deliver unparalleled customer experiences.

Exotel now allows you to contextualise single customer conversations across multiple channels through a single API framework to improve customer experience metrics. It does this through its suite of cloud communication, business SMS, remote contact centres, and conversational AI capabilities. Through this architecture, businesses can embed multiple channels with digital mediums - from apps to web UI & desktop - to offer accelerated, contextual, and intelligent conversations.

From a customer communication solution, Exotel has evolved into a full-stack engagement platform through it's recent merger with Ameyo, a leading omnichannel contact center, and the acquisition of Cogno AI, a conversational AI platform.

Businesses can now have up-to-date customer context even when customers change channels during their interactions across, say the lifecycle of a support ticket, deliver lesser wait times with handy automation responding to FAQ-level queries, predict and respond to customer queries with conversational intelligence, and even triage customer queries automatically based on urgency or priority using sentiment analysis.

Exotel’s key capabilities range from remote contact center solutions, multi-level IVR, end-to-end call management, conversational AI, lead management for marketplaces, to listen-whisper-barge for supervisors. Additionally, its cloud communications solution can easily integrate into your enterprise stack, helpdesk or CRM software so you can unify insights and create a single source of truth.

These are Exotel's top products:

• Omnichannel Contact Centre Software: Efficiently and intelligently route & manage calls even in high-volume periods, maintain customer context across communication channels, automate routine responses, and measure call performance across inbound or outbound calls.

• Lead Assist: Mask contact details of drivers or delivery agents and customers when they interact. Cut expenses by managing call volume with a large pool of virtual numbers without having to rent even one.

• Business SMS & Authentication: Reduce latency with industry-leading delivery rates at competitive prices. With just a few clicks, schedule business SMS updates to your leads and customers globally. Also, move beyond two-factor authentication modes and switch to nOTP – a zero-touch, and fully secure authentication mode, patented by Exotel.

• Conversational AI: Fill conversational gaps where traditional or even new-age channels cannot fill. Get multi-pronged benefits with chatbot and live chat capabilities: reduce response turnaround time, automate less-complex queries, have smooth bot-agent handoffs and offer AI insights for personalised engagement.

• Field Workforce Management Solution: Handle and streamline field operations from anywhere with an easy, yet powerful communication solution. Generate actionable insights to improve performance over time.

• VoIP Phone System: Make calls directly over the internet using all standard protocols that come with Exotel's platform. Also, comply with regional regulations on VoIP and further manage your communication expenses.