Exotel Features

Exotel

An all-weather, remote-ready cloud communication platform.

4.3/5 (56 reviews)

Competitor Feature Comparison

2-Way Messaging
API
Access Controls/Permissions
Activity Dashboard
Activity Management
Activity Tracking
Agent Interface
Alerts/Notifications
Appointment Scheduling
Auto-Dialer
Automated Routing
Automated Scheduling
Automatic Call Distribution
Billing & Invoicing
CRM
Calendar Management
Calendar Sync
Calendar/Reminder System
Call Center Management
Call List Management
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Tagging
Call Tracking
Call Transfer
Callback Scheduling
Caller ID
Caller Profiles
Campaign Analytics
Campaign Management
Campaign Planning
Campaign Scheduling
Campaign Segmentation
Chat/Messaging
Chatbot
Client Management
Computer Telephony Integration
Contact Database
Contact Management
Customer History
Customizable Forms
Customizable Templates
Data Import/Export
Document Management
Document Storage
Email Management
Email Marketing
Employee Directory
Expense Tracking
Help Desk Management
IVR / Voice Recognition
Inbound Call Center
Interaction Tracking
Internal Chat Integration
Invoice Management
Knowledge Base Management
Lead Management
Live Chat
Manual Dialer
Marketing Automation
Mass Texting
Message Personalization
Mobile Access
Monitoring
Multi-Campaign
Multi-Channel Communication
Multiple Scripts
On-Demand Recording
Outbound Call Center
Performance Metrics
Phone Key Input
Predictive Dialer
Progressive Dialer
Prospecting Tools
Queue Management
Quotes/Estimates
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Reporting
Real-Time Chat
Relationship Tracking
Reminders
Reporting & Statistics
Reporting/Analytics
Ring Groups
Role-Based Permissions
SIP Trunking
SMS Messaging
Sales Pipeline Management
Scheduled Messaging
Segmentation
Self Service Portal
Shared Contacts
Social Media Integration
Surveys & Feedback
Task Management
Team Assignments
Telemarketing Management
Text to Speech
Third Party Integrations
Time Tracking
Unified Communications
Video Conferencing
Virtual Call Center
Virtual Extensions
VoIP
VoIP Connection
Voice Mail
Workflow Management
Workforce Management
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2-Way Messaging
API
Access Controls/Permissions
Activity Dashboard
Activity Management
Activity Tracking
Agent Interface
Alerts/Notifications
Appointment Scheduling
Auto-Dialer
Automated Routing
Automated Scheduling
Automatic Call Distribution
Billing & Invoicing
CRM
Calendar Management
Calendar Sync
Calendar/Reminder System
Call Center Management
Call List Management
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Tagging
Call Tracking
Call Transfer
Callback Scheduling
Caller ID
Caller Profiles
Campaign Analytics
Campaign Management
Campaign Planning
Campaign Scheduling
Campaign Segmentation
Chat/Messaging
Chatbot
Client Management
Computer Telephony Integration
Contact Database
Contact Management
Customer History
Customizable Forms
Customizable Templates
Data Import/Export
Document Management
Document Storage
Email Management
Email Marketing
Employee Directory
Expense Tracking
Help Desk Management
IVR / Voice Recognition
Inbound Call Center
Interaction Tracking
Internal Chat Integration
Invoice Management
Knowledge Base Management
Lead Management
Live Chat
Manual Dialer
Marketing Automation
Mass Texting
Message Personalization
Mobile Access
Monitoring
Multi-Campaign
Multi-Channel Communication
Multiple Scripts
On-Demand Recording
Outbound Call Center
Performance Metrics
Phone Key Input
Predictive Dialer
Progressive Dialer
Prospecting Tools
Queue Management
Quotes/Estimates
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Reporting
Real-Time Chat
Relationship Tracking
Reminders
Reporting & Statistics
Reporting/Analytics
Ring Groups
Role-Based Permissions
SIP Trunking
SMS Messaging
Sales Pipeline Management
Scheduled Messaging
Segmentation
Self Service Portal
Shared Contacts
Social Media Integration
Surveys & Feedback
Task Management
Team Assignments
Telemarketing Management
Text to Speech
Third Party Integrations
Time Tracking
Unified Communications
Video Conferencing
Virtual Call Center
Virtual Extensions
VoIP
VoIP Connection
Voice Mail
Workflow Management
Workforce Management
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2-Way Messaging
API
Access Controls/Permissions
Activity Dashboard
Activity Management
Activity Tracking
Agent Interface
Alerts/Notifications
Appointment Scheduling
Auto-Dialer
Automated Routing
Automated Scheduling
Automatic Call Distribution
Billing & Invoicing
CRM
Calendar Management
Calendar Sync
Calendar/Reminder System
Call Center Management
Call List Management
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Tagging
Call Tracking
Call Transfer
Callback Scheduling
Caller ID
Caller Profiles
Campaign Analytics
Campaign Management
Campaign Planning
Campaign Scheduling
Campaign Segmentation
Chat/Messaging
Chatbot
Client Management
Computer Telephony Integration
Contact Database
Contact Management
Customer History
Customizable Forms
Customizable Templates
Data Import/Export
Document Management
Document Storage
Email Management
Email Marketing
Employee Directory
Expense Tracking
Help Desk Management
IVR / Voice Recognition
Inbound Call Center
Interaction Tracking
Internal Chat Integration
Invoice Management
Knowledge Base Management
Lead Management
Live Chat
Manual Dialer
Marketing Automation
Mass Texting
Message Personalization
Mobile Access
Monitoring
Multi-Campaign
Multi-Channel Communication
Multiple Scripts
On-Demand Recording
Outbound Call Center
Performance Metrics
Phone Key Input
Predictive Dialer
Progressive Dialer
Prospecting Tools
Queue Management
Quotes/Estimates
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Reporting
Real-Time Chat
Relationship Tracking
Reminders
Reporting & Statistics
Reporting/Analytics
Ring Groups
Role-Based Permissions
SIP Trunking
SMS Messaging
Sales Pipeline Management
Scheduled Messaging
Segmentation
Self Service Portal
Shared Contacts
Social Media Integration
Surveys & Feedback
Task Management
Team Assignments
Telemarketing Management
Text to Speech
Third Party Integrations
Time Tracking
Unified Communications
Video Conferencing
Virtual Call Center
Virtual Extensions
VoIP
VoIP Connection
Voice Mail
Workflow Management
Workforce Management
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Exotel Feature Reviews

25 reviewers had the following to say about Exotel's features:

Sachin M.

Feedback on Exotel Platform

2019-10-21

IVR for sales and support team COD verification Ability to record calls for training , tacking and monitoring

Pros

Call Recording quality , Up Time , API support

Cons

- Not having capability for parallel ringing , call transfer, conference - Not allowed for automated calls for COD verification .

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Pradyumna M.

Everything is ok ok type.Not so wow factor

2019-10-21

Overall experience is good but need to work on the reporting part and individual sub numbers.

Pros

Call recording and in time update of call recordings to the inbox.

Cons

Call Connectivity and Some times agents can not hear the voice clearly.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Read more
Arif A.

Exotel product Review

2019-10-23

It also helps in managing call routing and IVR.

Pros

It helps in managing small support groups without the need of investing on hardware. It is easy to configure and manage without having to write codes.

Cons

Reporting needs to be improved a lot, this one feature if built properly can be a game changer for Exotel

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Vijendra B.

Over all Good Experience

2019-10-21

Easy to reach customers ( using promotional miss call number).

Pros

like Miscall messages & IVR, call report automation

Cons

User-friendly, But only one thing is, the server running time is too late, creating one number it will take minimum 20 - 30 minutes (complete process)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anchal G.

A excellent tool for communication!

2019-10-21

Product is bug free and support is super quick and easy to access.

Pros

. - It has excellent features like multi-level IVR, call recording, call routing, call analytics, etc - No hardware required - Phone number masking is the best feature of this software - Excellent support from Exotel team

Cons

Nothing I can think of / encountered during the usage in the last 2 years

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Mandar K.

Good Service

2021-09-23

Pros

UI Friendly Dashboard, Easy Reports and Logs

Cons

Sometimes wrong status, API Response time is less

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Farhan S.

Proactive support is lacking

2019-10-21

Pros

Designing the flow of calls & training the users is easy.

Cons

Conference call facility & calling DND nos is an issue.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Sonakshi S.

easy to use

2019-10-21

Pros

The daily reports which is customized.Also the easy to use panel is great.

Cons

The detailing of the calls are not clear

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Chiranjeevi S S.

BEST SOFTWARE IN MARKET

2019-10-21

Overall experience with this software is amazing. Better than from other softwares in market. Would recommend other clients to use this software.

Pros

The software is very use friendly easy to use this software helped us to drive the performance on floor.

Cons

We need to have real time management in this software.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Rohan P.

Verified Reviewer

A good Call forwarding tool

2019-01-25

The calls were taken care of.

Pros

Exotel is a good tool to have vritual landline numbers and forward the calls to mobiles.

Cons

The Exotel app is very crude and needs a serious re-design.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Consumer Electronics company, 1-10 employees)
Verified Reviewer

Inbound call centre

2019-12-11

Reduced load on call centre staff Callers are more happy to get information quickly

Pros

Easy to set up, drag and drop icons.

Cons

Standard analytics are very basic - can provide better analytics to help in better menu design.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Maulik P.

Easy to use virtual phone

2019-10-22

We use a virtual number to provide support to our customer, with easy API we find user type like free or premium & divert call accordingly, also it's very useful when we have some holiday announcement or to notify the user when the support team is offline!

Pros

it's very easy to use, support team is also very helpful & system have many features that suits all our business need

Cons

I think you need to build a Mobile App so I can manage my VR number from mobile

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Salim L.

Not up to the mark!

2019-10-21

Pros

- You can integrate the software with other applications and make full use of it - Easy calling - Recording for all calls

Cons

- Call drops - Bad customer support - Would not be able to make calls for some reason

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

2/10
Source: Capterra
Helpful?   Yes   No
Read more
Mohamed F.

Excellent Product so far with little hiccups

2019-10-21

Pros

Most of the features expected from the telephony company is present and with such ease of using it. Call recordings how the call was routed and who picked up the call what happened to call everything was present and with much user-friendly interface

Cons

I hope they solve the interconnectivity between the different service providers. There was a lot of issues with voice when agents used airtel. voice is a huge issue sometimes we will not be able to hear voice clearly

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Palash B.

Good Service

2019-10-21

My overall experience is very good, creating workflows in exotel is very easy, even voice quality is awesome, and the dashboard is very user-friendly.

Pros

Exotel support team is very active and helpful.

Cons

Integration with third-party Documentation can be more interactive.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Preeti G.

Exotel Features and Quality

2019-10-21

Good

Pros

Easy to make call flows, providing good features like call recording, missing calls, dialog box for showing current call etc...

Cons

Sometimes I felt, you people missed small features like editing and copying of any flow. I do not like your ringtone.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Akash N.

Ease to use

2019-10-21

Dashboard when compared to Twilio this can be improved with new design.

Pros

The custom API integration with the software is super easy.

Cons

Dashboard features can be improved more like Twilio.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Deepanshu K.

A good platform to keep track of calls

2019-10-21

Pros

It's easy to use software which helps me to analyse the count of inbound calls from campaigns as well as to monitor my team activity individually.

Cons

The maintenance keeps going on which sometimes delays in providing the call details.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Education Management company, 501-1000 employees)
Verified Reviewer

Fantastic Platform

2019-10-21

Education Admission and Placement Related Calls in Institution

Pros

Ease of use and Easy follow up on all calls received, Never miss a single call

Cons

During Several attempt by callers, calls are assigned with little interval of time.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Prasanna S.

My take on Exotel

2019-10-23

It's been pretty good. Reaching support is a bit of a challenge. However we could sort out our issues after a quick visit to your offices in Bangalore.

Pros

We felt that the UI & UX was amongst the best in the cloud telephony space.

Cons

There are a lot of call drops-we are unable to figure out why we have so many abandoned calls though there have been free agents.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Asif Ali S.

Easy Setup & User Friendly

2019-10-27

However, sometimes I face some challenges with the calls but I think this is part of the business.

Pros

I like their panel because it is simple and easy to use.

Cons

There is no live calling feature.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Package/Freight Delivery company, 1001-5000 employees)
Verified Reviewer

Product with great options

2019-10-21

Exotel has been a key to connect with customers and also keep data privacy intact.

Pros

Exotel helps bridge that gap by keep the customer contacts anonymous.

Cons

Even if our agents are busy on some other call, it does not tell you a busy tone.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
vanita R.

Need lot of improvement

2019-10-21

As mentioned above the software is good however if required changes can be done or users can have customized options basis their needs this can beat lot of competitors like knowlarity etc in the market

Pros

The best about this cloud telephony system is that you can have multiple user sitting at seperate locations.

Cons

Option of call marking ( to understand the call flow structure) 3. Conference options not available

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Monthly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Krishna C.

Verified Reviewer

Lacks finesse but covers up in consistency

2019-10-21

Pros

Custom integrations Flexibility from their support team

Cons

The reports can be more customizable as well, giving the admin more control over the data and the views.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Anand R.

Feature loaded cloud telephony system

2018-03-07

Pros

This cloud telephony system is loaded with all required features, be inbound and outbound calls or call and SMS campaign.

Cons

Using it from past few weeks did not find any cons so far, calls are moving smoothly leaving operator failure couple of times, but we were well informed on this withing the dashboard itself through stickers.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more