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Exotel Logo

Full-stack customer engagement platform-CPaaS, CCaaS,Chat AI

Last updated: March 2023

Exotel Reviews

Overall rating

4.3

/5

66

Rating criteria

  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.37/10

Reviews by rating

Suggested alternatives

twilio-communications-platform
zendesk
aircall

Pros and cons

Their marketplace is the best thing that i used with the software everything is pre-default and its great along with easy to use. Just like plug and play services.
Ease of Use is awesome, i didn't need anyone's help to create and customize the product. Most of the features expected from the telephony company is present and with such ease of using it.
It has been great so far. Product is bug free and support is super quick and easy to access.
The maintenance keeps going on which sometimes delays in providing the call details. It is quite irritating for me.
The after sales services from Exotel is horrible.
Another major concern is quite frequently there will be problem in incoming or outgoing in some or other region.
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66 reviews

Recommended

Kt
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Kiran t.

Food & Beverages, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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The Best IVRS & Call Masking Solution with Easy config

Reviewed 2 years ago

Pretty impressive,Am using exotel platform from past 5 years in Bundl technologies it has give a lot of options on Apps,& Other categories which are very important on UC.

Pros

Easy way of App Customization,Call Connectivity,App Features,Exophone Number purchasing options,

Cons

Exotel would need to give more details to the administrator on who created the App, Co-worker complete activity with the search option

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Jaydeep R.

Financial Services, 501-1,000 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend3/10

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Good Product but No Support from Post Sales Team

Reviewed 2 years ago

Best at Sales worst after post sales

Pros

Product look and feel and its configuration setup

Cons

No Support from top to bottom team members post sale. Very worst experience once the payment is done to the company. To much depended on FAQ's and no actual support

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Verified reviewer

Computer Software, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Good call management system

Reviewed 2 years ago

It's been good but could be better.

Pros

It provides recording and call-logs which I use significantly and this is what I like best.

Cons

It does not have single sign-on and i could not find a way to record out-going calls.

MG
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Mayank G.

Computer Software, 501-1,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Best cloud telephony solution

Reviewed 2 years ago
Pros

Great pre and post sales support. Easy to use solution and can handle complex requirements

Cons

New features and products launcher wrt to market needs

SK
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Senthil K.

Banking, 51-200 employees

Used daily for 2+ years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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Very worst customer support

Reviewed 2 years ago

The worst experience ever had

Pros

The company has grown, they treat their clients like beggars we have to raise the issue and wait for 2 day to explain their issue to them. After that they take another 2 days for finding the solution and another 3 days for resolution. Customer support is pathetic, account managers are useless

Cons

We get billing error from a matured so called technology driven company !!!

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Verified reviewer

Information Technology and Services, 5,001-10,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Exotel: Enabling hassle-free handling of your Inbound contacts

Reviewed 2 years ago

Overall, We are happy with the basic functionality of this tool. It solves our purpose. Inbound lead handling has been optimized to a great extent.

Pros

Exotel is mainly used by our Inbound Marketing and Customer Support teams. The most likable feature of exotel is that it is very easy to set-up. You will not need any formal training to design the workflows on this. Secondly, pricing of the product is reasonable for any small and medium sized business. Lastly, the recording and voice quality of the calls are crystal clear. This helps in training the callers in an efficient way.

Cons

Even though, Exotel has a very easy on the eye platform, It lacks in advanced features. Firstly their analytics feature is very basic. The excel that you import does not provide the wholesome picture. Secondly, it would be great if we could integrate it with our CRM tool. Competitor of Exotel do have integration features.

PP
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Puvinthan P.

Hospital & Health Care, 51-200 employees

Used daily for 6-12 months

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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A Good Product with a Lousy After Sales Services

Reviewed 3 years ago

The after sales services from Exotel is horrible. If any of you planned to purchase the product be very sure that you only purchase it 1 time at 1 go. If you wanted to add-in, you will have to wait for ages to get your request done. All of the customer support only be nice when you are a new customer. Thereafter, you are invisible for them. No call, No email or No Chatting can help you. A good product under a lousy customer service support.

Pros

1. Very easy to use and monitor your calls 2.

Cons

1. It has to do some presetting by installing a 3rd party software, prior using the number through the software

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Tapesh b.

Information Technology and Services, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Best Software for cloud and virtual Telephony in India

Reviewed 5 years ago

Team is very helpful to setup your number and the things you needed they will understand your requirement.

Pros

Their marketplace is the best thing that i used with the software everything is pre-default and its great along with easy to use. Just like plug and play services.

Cons

They are not providing services out of India so we have to manage multiple options for Indian customers and for other countries customers.

SD
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Siddharth D.

Food Production, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend1/10

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Not Happy With Customer Service

Reviewed 5 years ago
Pros

It is easy to use and easy to integrate. It is affordable.

Cons

Some features like auto-calling are not available. Also, to use the software, it is critical to have a good customer support. The response from your staff is almost always late and not adequate. We end up wasting a lot of time using this software. The main purpose was to save time and it ended up doing opposite.

PS
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Prasanna S.

Automotive, 11-50 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

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My take on Exotel

Reviewed 5 years ago

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 liked how easy it was to setup the whole process. We felt that the UI & UX was amongst the best in the cloud telephony space.

Cons

There are a couple of issues with the way reports are generated. 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. Would love it if there could be some kind of timing mechanisms set up to figure out how long the customer had to wait before connecting to an agent. Would certainly help us and other clients with improving our own SLAs.

MP
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Maulik P.

Information Technology and Services, 1-10 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Easy to use virtual phone

Reviewed 5 years ago

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

Kk
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Krishna kumar M.

Internet, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Redefine the Telecom

Reviewed 5 years ago

As a startup we started exotel with free startup plan, now we use it more than for 3 years, we don't have a second thought of switching to other providers, because of the reliability.

Pros

Reliability Integration part - API & web hook True cloud Flexible customer support

Cons

Software features - we requested features but we never get one

MN
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Manjunath N.

Information Technology and Services, 501-1,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Excellent Service Delivery

Reviewed 5 years ago

Excellent Product which meets overall expectations.

Pros

This is a user friendly software which can be used without any assistance. Admin has all the access which can be customized which will inturn help service end customers and its hassle free.

Cons

We do not have a dedicated service manager

CS
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Chiranjeevi S S.

Accounting, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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BEST SOFTWARE IN MARKET

Reviewed 5 years ago

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. We get multiple option in this software we review. Best customer support from exotel team using this software from 3 plus years.

Cons

We need to have real time management in this software.

SM
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Sachin M.

Information Technology and Services, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Feedback on Exotel Platform

Reviewed 5 years ago

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 . Should have an ability to call DND numbers based on flow ID approved internally by the team when used via API.

RN
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Ramesh N.

Retail, 11-50 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Easy to setup, Value for Money but packed with couple of minor/medium issues

Reviewed 5 years ago
Pros

Easy to setup and build workflows, value for money,

Cons

When I call customer support for help, they insist on writing an email... I think they could create ticket based on the problem explained over the phone and send a mail with ticket details. Another major concern is quite frequently there will be problem in incoming or outgoing in some or other region. The console is not very user friendly, When you have more number of users and groups, to add an user to newly created group you will have to scroll down endlessly to the bottom of the page to find the group which is newly created

AN
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Akash N.

Information Technology and Services, 11-50 employees

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Ease to use

Reviewed 5 years ago

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.

PC
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Prince C.

Real Estate, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Nice and Easy to Operate

Reviewed 5 years ago

It's very easy to operate and such user friendly. I can delegate anyone from my team to make changes through Exotel pannel and not much of a training is required.

Pros

Ease of use - I can delegate anyone from my team to make changes through Exotel pannel and not much of a training is required

Cons

Nothing specific as of now; since I haven't faced any problems

SN
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Siddhaarthan N.

Leisure, Travel & Tourism, 1-10 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Review for Exotel

Reviewed 5 years ago

I would really appreciate the experience with Exotel so far. Nothing to complain and u guys do a great job.

Pros

A very reliable platform to ensure all your calls are properly tracked and recorded. And really helpful support team who are always quick to respond. As a startup founder I am really thankful for the Exotel team for providing support for startups with free trial and economical charges after the trial.

Cons

The UI and UX is not very approachable. Yes it is simple but certain things you definitely need assistance to get it done. Integrations like Zoho CRM and the likes are a bit costly, I understand that there should be a monetary element for any company to sustain but it would be great if this issue could be addressed.

AG
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Anchal G.

Information Technology and Services, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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A excellent tool for communication!

Reviewed 5 years ago

It has been great so far. Product is bug free and support is super quick and easy to access.

Pros

- Exotel has helped us build a reliable connection with our customers over voice & SMS. - Exotel allows a personalised experience for the customers over voice calls. Tracking, managing and building call flow is pretty easy. - 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

PG
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Pramod G.

Transportation/Trucking/Railroad, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Good Service & easy to use

Reviewed 5 years ago

it's good experience using this software

Pros

Dear Team, I am an user of exotel since year it's easy software to use and really very useful as well tremendous support from support team

Cons

easy to use , and helpful to generate the leads

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Verified reviewer

Education Management, 501-1,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Fantastic Platform

Reviewed 5 years ago

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.

AZ
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Asif Z.

Financial Services, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Ezetap Oboarding Experience

Reviewed 5 years ago

I configured and setup exotel to Ezetap with the help of reps who was very much helpful and the flow that we designed and the applets that was available just worked brilliantly.

Pros

UI is most user friendly and the applets just works flawlessly

Cons

Waiting for SMS approval was a pain, had to followup multiple times to get it approved on a last minute request, but yes work used to be done with your support Ninja's help

MF
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Mohamed F.

Information Technology and Services, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Excellent Product so far with little hiccups

Reviewed 5 years ago
Pros

Ease of Use is awesome, i didn't need anyone's help to create and customize the product. 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

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Verified reviewer

Package/Freight Delivery, 1,001-5,000 employees

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Product with great options

Reviewed 5 years ago

Exotel has been a key to connect with customers and also keep data privacy intact. We use it as a help line for our delivery partners and they also are able to connect with multiple agents with just a single help-line number. Exotel, is a great product for service industry.

Pros

Data security is key to our organization and Exotel has helped us a lot in achieving the same. We have been using exotel to help our delivery partners connect with customers. 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. You as a caller, will still hear 'ringing tone' and if no one answers your call, you will feel that the call was not pickedup. While in reality, all the agents were busy hence, the call was not even connected at all.