# Exotel Customer Communication Platform Reviews **Vendor:** Exotel **Category:** [Communication Platform as a Service (cPaaS) Platforms](https://www.g2.com/categories/communication-platform-as-a-service-cpaas) **Average Rating:** 4.4/5.0 **Total Reviews:** 90 ## About Exotel Customer Communication Platform Exotel is an advanced customer engagement platform that combines CPaaS, omnichannel contact centers, and Conversational AI, driving over 70 million daily conversations for more than 7,100 businesses across India, Southeast Asia, the Middle East, and Africa. Our platform is designed to foster richer, AI-powered, and contextual interactions, offering businesses unparalleled speed and scale in their communications. Our recent license for end-to-end VoIP telephony services reinforces our position as a fully compliant cloud calling operator, enabling cost-effective, secure communication solutions. The platform breaks down silos in communication by bringing together customer intent, state, and emotional tone to ensure the right message is delivered through the appropriate channel every time. An integral part of Exotel is the Contextual Customer Data Platform, which transforms raw data into personalized customer narratives, providing actionable insights that enhance each conversation. With Exotel, businesses don't just communicate; they connect meaningfully with their customers, building trust, personalization, and empathy into every conversation. This strategic approach allows businesses to listen to their customers, remember each interaction, and continually improve the customer experience. ## Exotel Customer Communication Platform Pros & Cons **What users like:** - Users find Exotel's platform to be **user-friendly and accessible** , making call management seamless and efficient. (4 reviews) - Users appreciate the **easy integrations** of Exotel, enabling seamless connections across multiple communication channels. (3 reviews) - Users find Exotel's **call quality** exceptional, facilitating seamless communication without compromising privacy for both patients and doctors. (2 reviews) - Users value the **strong API integrations** of Exotel, enhancing functionality and seamless connectivity with other tools. (2 reviews) - Users value the **simple and straightforward interface** of Exotel, enhancing their communication experience significantly. (2 reviews) - Users value the **strong API integrations** of Exotel, enhancing their workflows and system connectivity effectively. (1 reviews) - Users value the **automation capabilities** of Exotel, enhancing efficiency in managing leads and support workflows. (1 reviews) - Chat Functionality (1 reviews) - Communication (1 reviews) - Connectivity (1 reviews) **What users dislike:** - Users often face **call issues** , including problems with call quality and missing call logs, hindering communication effectiveness. (3 reviews) - Users experience **connectivity issues** with network drops and call quality problems, impacting their overall communication experience. (2 reviews) - Users experience **slow customer support** response times, which negatively impacts their overall experience with Exotel. (2 reviews) - Users experience **slow service** from customer support, impacting their overall satisfaction with the Exotel platform. (2 reviews) - Users report **delays** due to intermittent call log issues in the Freshchat interface, impacting follow-up efficiency. (1 reviews) - Users report frequent **downtime issues** with Exotel, causing call logs not to update and echo problems during support calls. (1 reviews) - Users are frustrated by the **limited customization** options available on the Exotel platform, hindering their experience. (1 reviews) - Users note the **missing features** like auto-dialer and call transfer, which limit the platform's effectiveness. (1 reviews) - Not User-Friendly (1 reviews) - Poor Reporting (1 reviews) ## Exotel Customer Communication Platform Reviews ### 1. All Customer Communications in One Place for Easy Tracking and Faster Resolution **Rating:** 5.0/5.0 stars **Reviewed by:** Priyanka M. | Customer Support Associate, Small-Business (50 or fewer emp.) **Reviewed Date:** March 31, 2026 **What do you like best about Exotel Customer Communication Platform?** What I like best about the Exotel Customer Communication Platform is that it records all customer communications in one place, making it easy to track interactions and resolve issues accurately and efficiently. **What do you dislike about Exotel Customer Communication Platform?** I dislike about the Exotel Customer Communication Platform is that the reporting can be delayed and sometimes reflects inaccurate data on the calls handled by each person, which makes tracking performance and accountability difficult. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** The Exotel Customer Communication Platform helps in tracking all customer communications in one place, enabling us to handle and resolve customer issues efficiently over calls. This improves response time, ensures better support, and serves as an effective communication medium that benefits overall business operations. ### 2. Flexible Cloud Platform with Robust Omnichannel Support **Rating:** 4.0/5.0 stars **Reviewed by:** Rahul s. | Sr. Operations Executive, Mental Health Care, Mid-Market (51-1000 emp.) **Reviewed Date:** December 09, 2025 **What do you like best about Exotel Customer Communication Platform?** This is a flexible and scalable cloud-based platform that offers robust omnichannel support, including voice, SMS, and messaging. It works well for managing leads, as well as for support and customer service workflows, such as IVR, automation, call routing, and number masking. The platform also features strong API integrations with CRM systems and other tools. **What do you dislike about Exotel Customer Communication Platform?** There are occasional issues with call quality and connectivity. The user interface feels outdated and could be more intuitive. Additionally, some advanced features, such as an auto-dialer and call transfer, are not available. Customer support response times can also be slow at times. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** This platform simplifies customer communication by bringing together calls, SMS, and routing in one place. It removes the need for expensive phone systems, making operations more cost-effective. With features like IVR and automated call workflows, routine tasks are handled efficiently, saving valuable time. Number masking is included to safeguard the privacy of both customers and agents. The cloud-based setup supports remote work and helps teams scale as needed. Additionally, access to call logs and recordings improves tracking and ensures better quality control. ### 3. Seamless Integration and Affordable, On-Demand Numbers **Rating:** 5.0/5.0 stars **Reviewed by:** Sushil Kumar P. | Manager of Customer Experience, Small-Business (50 or fewer emp.) **Reviewed Date:** May 20, 2026 **What do you like best about Exotel Customer Communication Platform?** Seamless integration and ease of procuring numbers for adhoc requirements at a very economical price **What do you dislike about Exotel Customer Communication Platform?** Support is bit slower. Need to reach out to account manager. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** We use it for IVR blast and internal app integrations for making calls through our app ### 4. Effortless Communication Platform with Minor Glitches **Rating:** 4.5/5.0 stars **Reviewed by:** Sujay R. | Head of Customer Experience, Small-Business (50 or fewer emp.) **Reviewed Date:** February 16, 2026 **What do you like best about Exotel Customer Communication Platform?** I like Exotel Customer Communication Platform for being simple and straightforward, with no complications. The latest one-view dashboard is super helpful as it allows me to monitor agent activity and view live data for both inbound and outbound interactions, as well as a combined overview. I'm happy with my Key Relationships Manager and find the SaaS product easy to use. The initial setup was simple and seamless. **What do you dislike about Exotel Customer Communication Platform?** I've been experiencing intermittent issues with call logs not appearing in the Freshchat interface, causing follow-up delays. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** Exotel Customer Communication Platform helps me monitor agent activity and view live data for inbound and outbound interactions with their one-view dashboard, providing a combined overview. ### 5. Exotel - Experience After Using For 3 Years **Rating:** 5.0/5.0 stars **Reviewed by:** Shobhit G. | Team Leader, Small-Business (50 or fewer emp.) **Reviewed Date:** September 18, 2025 **What do you like best about Exotel Customer Communication Platform?** It offers powerful features like smart IVR, automation, real-time analytics, and API integrations, which help businesses deliver faster, more personalized customer experiences while improving operational efficiency **What do you dislike about Exotel Customer Communication Platform?** What I dislike about Exotel is that several users report weak or slow post‑sales and support service — once the initial setup or sale is done, getting timely help or changes can be frustrating. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** Exotel automates repetitive workflows (IVR, chatbots, missed‑call logic, etc.), cutting down on manual overhead and speeding up response times. Privacy issues are addressed via features like virtual number masking, which protects both customers and agents ### 6. DIY-IVR and Easy Access Make Communication Effortless **Rating:** 5.0/5.0 stars **Reviewed by:** Manan M. | Head of customer support, Small-Business (50 or fewer emp.) **Reviewed Date:** January 06, 2026 **What do you like best about Exotel Customer Communication Platform?** DIY -IVR, call connectivity, ease of access, integration with FD, daily usage for handling calls **What do you dislike about Exotel Customer Communication Platform?** sometimes we get network drops during calls **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** customer support calls ### 7. Does the job fairly simple **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** October 27, 2025 **What do you like best about Exotel Customer Communication Platform?** Best in the industry - Lesser quality issues. Faster support - Doesn't take much time to get queries/issues resolved. **What do you dislike about Exotel Customer Communication Platform?** No customisation is possible on their account. Facing frequent issues on the recordings front these days. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** This is the core part of our business where our sales agents connect to customers with the help of Exotel Click to Call. ### 8. Great Multi-Channel Connectivity **Rating:** 5.0/5.0 stars **Reviewed by:** Anjan D. | Assistant Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** October 14, 2025 **What do you like best about Exotel Customer Communication Platform?** Exotel allows businesses to connect with customers across multiple channels, Easily intergrateable, **What do you dislike about Exotel Customer Communication Platform?** Interface can be more updated, Reports can be improved **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** Using Exotel’s improved call response rates. Reduces customer frustration and support load ### 9. Connect effortlessly and communicate effectively **Rating:** 4.5/5.0 stars **Reviewed by:** saurabh m. | Senior Product Specialist, Hospital & Health Care, Mid-Market (51-1000 emp.) **Reviewed Date:** September 13, 2024 **What do you like best about Exotel Customer Communication Platform?** I have been personally using Exotel for 2 Years now. We are only using Exotel for calling purposes but we have integrated calling not only for customer support but also for our doctors through which they can call the patients without sharing their number. It has been a useful tool to connect through audio calls where patients who do not have a stable internet connection to connect through video. **What do you dislike about Exotel Customer Communication Platform?** I Have faced some issues like the call log not being updated (2-3 times) where the Exotel website goes under maintenance. Apart from that many times while calling through the support number we hear ourselves and have to disconnect and again call. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** As an IVR system with recording, we are able to connect with both domestic and international patients without revealing our phone number. ### 10. Flexible Cloud Telephony Solution with Smart IVR **Rating:** 5.0/5.0 stars **Reviewed by:** Anand S. | IT Head, Consumer Services, Mid-Market (51-1000 emp.) **Reviewed Date:** March 08, 2024 **What do you like best about Exotel Customer Communication Platform?** With exotel cloud telephony solution, incoming and outgoing call handling among our remote and multilocation offices has become easy and productive. the feature to map employee mobile numbers with a virtual extension keeps us engaged with our customers all the time be it in the office or on the move. It easily gets integrated into many CRM with their ready to implement APIs. **What do you dislike about Exotel Customer Communication Platform?** They do not have a mobile app for the users, this is something I feel would have been a value addition to their overall solution. you need to have a laptop to access the call log and listen to call recordings. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** We ditched the costly in-premises EPABX system for Exotel to save money and to have 100% uptime. All our employees have a virtual Extension number mapped to their mobile number. Now customer calls can be attended to and forwarded to any of our employees from any of our offices across the country. Incoming and outgoing call recording, integration with CRM. Using its IVR we can raise support tickets, and provide any required details based on the IVR menu selection, we have recently started using their Whatsapp API services too. ### 11. Best IVR Software **Rating:** 5.0/5.0 stars **Reviewed by:** Amoolya K. | Team Lead Customer Support, Mid-Market (51-1000 emp.) **Reviewed Date:** June 27, 2024 **What do you like best about Exotel Customer Communication Platform?** 1) Easy and best use for support 2) Easy team flow creation 3) Call routing is very accurate with hassel 4) This helps to define proper team sturcture 5) Easy integration with different software 6) Can add multiple team members **What do you dislike about Exotel Customer Communication Platform?** 1) Sometime call gets auto dropped 2) The calls get cross connected **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** Exotel is solving the problem of calls receiveable and tracking in one singkle number and analysis of the same. ### 12. Exotel - most dymanic and seamless call center platform **Rating:** 4.5/5.0 stars **Reviewed by:** Sahil A. | Inside Sales Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 11, 2024 **What do you like best about Exotel Customer Communication Platform?** We use exotel for their virtual number and IVR system , it is very easy to use, implement and integrate as well. The part I like is we can build up call routing system seamlessly. **What do you dislike about Exotel Customer Communication Platform?** Nothing that I dislike as such - but yes website can be bit optimised and can have easy login options like google account login or phone number and otp based login **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** We use exotel to route all the inbound calls for our support team . We also use to inbound sales call. ### 13. Its very user friendly to used for agents and supervisor and many good feature to used in same tool. **Rating:** 2.5/5.0 stars **Reviewed by:** AbdulSaad M. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 09, 2023 **What do you like best about Exotel Customer Communication Platform?** 1. It was very nice to use for agents. 2. Dialing is good. 3. Call quality is nice. 4. Less downtime. 5. Cloud system to maintain data. **What do you dislike about Exotel Customer Communication Platform?** 1. For monitoring for Supervisor, it was not so good, Need to go on every campaign and monitor the agent. it should get all details on the same page. 2. Data(Leads) monitoring is not there proper on Ameyo. 3. On any changes or request it gets charged we need to pay every time. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** We are getting better connectivity. ### 14. The best and the most reliable voice call manager service across the globe. **Rating:** 4.5/5.0 stars **Reviewed by:** Manjinder S. | Mid-Market (51-1000 emp.) **Reviewed Date:** January 23, 2024 **What do you like best about Exotel Customer Communication Platform?** With the extreme ease of use and implementation Exotel is a secure and reliable business phone system on the cloud that allows you to have a single business phone number from which you can make or receive concurrent calls and SMSs. **What do you dislike about Exotel Customer Communication Platform?** So far nothing to dislike about Exotel, rather it is filled with features **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** Exotel is a secure and reliable business phone system on the cloud that allows you to have a single business phone number from which you can make or receive concurrent calls and SMSs. ### 15. Exotel is a good solution to manage all inbound and outbound calls in a single channel **Rating:** 4.5/5.0 stars **Reviewed by:** Shifa K. | Small-Business (50 or fewer emp.) **Reviewed Date:** January 23, 2024 **What do you like best about Exotel Customer Communication Platform?** Exotel is a good solution to manage all inbound and outbound calls in a single channel and inetgarate with CRM Allows multiple agent access Call monitoring and many more **What do you dislike about Exotel Customer Communication Platform?** Could have worked more on the integration part and provided access to other parties as well and lesser the price **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** Easy to manage single number with many users and handle incoming inquiries Use across multiple agents Use a single number and enable simultaneous calls ### 16. Exotel simple review **Rating:** 4.5/5.0 stars **Reviewed by:** Anand k. | Customer Support Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** October 27, 2023 **What do you like best about Exotel Customer Communication Platform?** The best thing about the exotel is it's user friendly where anyone can learn with a span of time and whenever we are on break and have forgotten to off the exotel in our laptop and the calls are redirecting to your phone you can just give a missed call to 9513885656 and it will be disabled without going physical near by the laptop. **What do you dislike about Exotel Customer Communication Platform?** The no of calls which we've received will not be updated quickly and when there was network issue if you off the exotel still the calls will be redirected and when you refresh it will show as on. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** We were receiving all the calls of customers through exotel and the outgoing calls are also made through exotel software. ### 17. Pathetic after sale service **Rating:** 0.0/5.0 stars **Reviewed by:** Chintan S. | VP, Enterprise (> 1000 emp.) **Reviewed Date:** December 06, 2023 **What do you like best about Exotel Customer Communication Platform?** They will run with 50 member team to close the sale, once the sale is over they will never show their face again. **What do you dislike about Exotel Customer Communication Platform?** Worst ever customer support. They will never listen any customer support request nor respond to mails. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** Nothing absolutely nothing ### 18. Streamlining Communication with Efficiency and Reliability **Rating:** 2.5/5.0 stars **Reviewed by:** Heena B. | Talent Acquisition Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 24, 2023 **What do you like best about Exotel Customer Communication Platform?** friendly interface, robust features for business communication, and reliable customer support. **What do you dislike about Exotel Customer Communication Platform?** pricing structures, the learning curve for certain features, or specific functionality requirements that may not be fully met. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** 1.Student Communication, 2.Customer Support: as Lawsikho offers customer support services, Exotel was used for managing and tracking customer inquiries and providing support via phone. 3.Automated Notifications: Exotel was employed for sending automated notifications, reminders, or alerts to students regarding classes, assignments, or important announcements. ### 19. Smooth Experience **Rating:** 4.5/5.0 stars **Reviewed by:** Yogesh T. | Enterprise (> 1000 emp.) **Reviewed Date:** December 02, 2023 **What do you like best about Exotel Customer Communication Platform?** Easof of use, Works fine for connectivity **What do you dislike about Exotel Customer Communication Platform?** Works little slow sometimes. takes time to connect **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** Helps to connect with the profile needing sole attention ### 20. Very good customer service **Rating:** 5.0/5.0 stars **Reviewed by:** Vishal L. | Vice President, Mid-Market (51-1000 emp.) **Reviewed Date:** March 09, 2023 **What do you like best about Exotel Customer Communication Platform?** The best thing about exotel is the customer service. We have been working with exotel for 5+ years and one thing which stands out clearly is the customer support. The responses are prompt and timely manner. They are not forgotten. The app bazaar with plug and play option to create a flow is innovative and very helpful. We can decide our own flow. **What do you dislike about Exotel Customer Communication Platform?** Overall, I am happy with Exotel. The app bazar needs to be made more user friendly. If I have created a flow and in between, if I need to add a step, I need to re-create rest of the flow from that step. There should be option to add a step in middle of the flow without much efforts. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** The exotel is streamlining our call volume through a single number for our call center. We are also using Exotel for numbermasking which is helping us in maintaining the privacy of the users contact numbers. ### 21. Exotel products for Contact Center Communication are great for startups **Rating:** 5.0/5.0 stars **Reviewed by:** Abhishek K. | Vice President Business Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** March 09, 2023 **What do you like best about Exotel Customer Communication Platform?** Exotel products are plug-and-play. We set up our API and Call flow in minutes, and it can be customized to a very advanced level only using GUI. The option of integrating Whatsapp and SMS will call center solutions gives it a good edge over competitors **What do you dislike about Exotel Customer Communication Platform?** Though the product is good for Exotel, one still has issues once in a blue moon. Support is an area where the company lags as compared to its competitors. The Support is generally delayed and most of the times you will find a solution by trying yourself till the time you get a response from the support **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** We are using Exotel to connect to customers via different channels. Our Companies, Redcliffe Labs and Crysta IVF, are using Exotel Telephony, SMS and Whatsapp solutions together with a few other contact service solutions to effectively connect with customers and provide them with world-class healthcare facility ### 22. Efficient tool for call management **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Textiles | Enterprise (> 1000 emp.) **Reviewed Date:** January 10, 2024 **What do you like best about Exotel Customer Communication Platform?** The fact that your call recordings get auto-saved and can be searched, downloaded and listened to at any point of time. **What do you dislike about Exotel Customer Communication Platform?** The only drawback is that the DND numbers cannot be connected. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** Managing and keeping a record of all calls is much easier. Even in cases where a call goes unanswered or missed, Exotel clearly mentions the reason, whether it was disconnected by a customer or a user. ### 23. Exotel Communication Tools **Rating:** 3.0/5.0 stars **Reviewed by:** Saurabh S. | Business Development Executive, Small-Business (50 or fewer emp.) **Reviewed Date:** November 03, 2023 **What do you like best about Exotel Customer Communication Platform?** Calling through Exotel is good, you can get the best recordings **What do you dislike about Exotel Customer Communication Platform?** Network issue, delay landing calls on you linked number **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** Recordings ### 24. This Application Is A Hidden Gem **Rating:** 4.0/5.0 stars **Reviewed by:** Sana K. | Senior Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** March 30, 2023 **What do you like best about Exotel Customer Communication Platform?** The cost of call is saved all thanks to this app. It is easy to use and also allows one to send out sms texts which is very cost-effective. Calls come to your phone and that's very useful. **What do you dislike about Exotel Customer Communication Platform?** One has to put the right digits without any dash or space to get the call going. A drop-down suggestion for the country code can be of great help. Also, the calls don't go through if you want to connect with regions like Singapore and Thailand oddly. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** The cost is saved for international calls and the accessibility of this platform is brilliant. It also records the conversation for future reference which also helps a lot. ### 25. Awsome!! **Rating:** 5.0/5.0 stars **Reviewed by:** Ektasam Y. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 28, 2023 **What do you like best about Exotel Customer Communication Platform?** We can keep record of the call has been made for the future references. As well as it is user friendly app, best for customer support services and easy to interact with the clients and the customers. **What do you dislike about Exotel Customer Communication Platform?** Sometime calls doesn't get connected with the users. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** It is bridging the gaps between me and my clients with seamless support. ### 26. Expotel is super to connect **Rating:** 3.5/5.0 stars **Reviewed by:** Mona R. | Customer Relationship Manager, Enterprise (> 1000 emp.) **Reviewed Date:** January 01, 2023 **What do you like best about Exotel Customer Communication Platform?** Exotek is very helpful in connecting people. It records the call, and we can quickly locate the recordings with all details and briefs. There are different ways to connect through Exlotel, and it s user-friendly. **What do you dislike about Exotel Customer Communication Platform?** Have had only good experiences so far when it comes to Exotel. There is no such downside I have yet discovered. However, I feel the procuring of recorded calls should help and make it e many users friendly and more effortless. It takes time to go and refresh the Exotel dashboard as it is slow to get the recording link on the dashboard. To copy the entire link, we have to select and then copy; instead, it should copy in one click as we copy other links. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** Exotel is very helpful to us from a business perspective as we are getting connected to our database without revealing our details. It also gives complete information incase if wish to refer to any conversation. In all, it is a very helpful and user-friendly Dialer ### 27. Quick set up and easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Charan K. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 01, 2023 **What do you like best about Exotel Customer Communication Platform?** Very easy to use it through dashboard, easy to add an user and take calls anywhere **What do you dislike about Exotel Customer Communication Platform?** Reporting and live monitoring of teh agents is a difficult task **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** It's a plug anf play kind of a ste up and can be up and running on day 1. ### 28. Exotel Integration for FreshSales CRM Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Rishabh J. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 10, 2023 **What do you like best about Exotel Customer Communication Platform?** We did The Exotel CTI integration with FreshSales and the integration was very smooth, we were able to get real-time recordings of the calls and also make calls right from the CRM tool. The support team was able to troubleshoot few initial glitches that we encountered during the integration process. **What do you dislike about Exotel Customer Communication Platform?** The Exotel team has a general support team and every time you followup on the ticket a new agent is assigned. I think this can be improved as one dedicated person to followup on a single ticket is favorable. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** Exotel is allowing us to integrate a cloud telephony system with our CRM tool, due to this now all our calling activity and lead management have been combined into one platform, helping us in improved efficiency and management of sales agents ### 29. Best cloud telephone service provider **Rating:** 4.0/5.0 stars **Reviewed by:** Siraj U. | Marketing and Product Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** March 09, 2023 **What do you like best about Exotel Customer Communication Platform?** Its simple and easy to set up the service, the call data and recordings can be easily accessed. In all these years that we have been using their service, we have never really faced any kind of major service related issues. **What do you dislike about Exotel Customer Communication Platform?** The pricing is a bit on the higher side, especially the sms service cost which is way higher than those offered in the market. Also there could be lot more user data that could be made available which is currently missing. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** We are primarily using the service for our order verification calls for all our Cash on Delivery orders. With the automated call option we have enabled a secondary layer of confirmation from the users end to confirm or cancel an order. Thus avoiding any kind of manual intervention. ### 30. Simple Plug and play **Rating:** 4.0/5.0 stars **Reviewed by:** Adarsh K. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 15, 2023 **What do you like best about Exotel Customer Communication Platform?** Easy UI, easy to add team memebers, calls can be taken over mobile **What do you dislike about Exotel Customer Communication Platform?** Reports have to better, no realtime monitoring dashboard **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** Manage calls and support centre activites for small scale ### 31. Comprehensive Customer Experience Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Rohan S. | Sales Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** March 09, 2023 **What do you like best about Exotel Customer Communication Platform?** Easy to build workflows, allows you to send SMS and WhatsApp to customers. The calling facility and easy to integrate APIs are a win-win for our teams **What do you dislike about Exotel Customer Communication Platform?** Not a dislike, but I am waiting for SIM based calling facility too from Exotel **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** We run multiple IVR campaigns and our pre-sales team does a good share of outbound calling. We needed a system through which we could track all of this, Exotel solved this issue without a lot of efforts ### 32. Review for Exotel **Rating:** 5.0/5.0 stars **Reviewed by:** Dinesh J. | Assistant General Manager - Customer Experience, Enterprise (> 1000 emp.) **Reviewed Date:** March 09, 2023 **What do you like best about Exotel Customer Communication Platform?** Offers above 99% uptime and great call completion rate.in addition to this, Exotel has a driven team working around the clock to give the best client experience. **What do you dislike about Exotel Customer Communication Platform?** Exotel sometimes fails to provide customisations on product given their large client pool and asks need to go through priortisation matrix. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** - Seamless communication to customers both through Voice and Text. - Exotel has helped with solutions that reduced per call cost by more than 80% - Integration capabilities ### 33. Easy to use solution **Rating:** 5.0/5.0 stars **Reviewed by:** Mayuri A. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 09, 2023 **What do you like best about Exotel Customer Communication Platform?** It is easy to add a new exophone and manage inbound calls by making the workflows. It is very quick ad you can your customer helpline up and running in merely 15 minutes. **What do you dislike about Exotel Customer Communication Platform?** International call connections used to a problem a few years back but it has improved now. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** Exotel has helped us set up customer helplines for different projects. It works well for us as it is very easy to use ### 34. Leads generator **Rating:** 4.0/5.0 stars **Reviewed by:** CHITRANSHU G. | Founder’s Office, Small-Business (50 or fewer emp.) **Reviewed Date:** March 13, 2023 **What do you like best about Exotel Customer Communication Platform?** I like the IVR feature as it help us minimise the human interventions by filtering out the leads for us. **What do you dislike about Exotel Customer Communication Platform?** They cost on a bit higher side if you compare it with other similar companies. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** So it eliminates our intervention of calling each and every individual, we just shoot IVR to the users and take their feedback and on that basis we filter our leads from cold to hot. ### 35. Fast & reliable Services **Rating:** 4.5/5.0 stars **Reviewed by:** Deepanker G. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 16, 2023 **What do you like best about Exotel Customer Communication Platform?** Exotel' service are one of the best in the market. Their prices are also competitive as per the facilities & infra they provide to the clients. They also help B2B business grow together. They are coming up with all the products name it SMS, Whatsapp, voice Calling and in a span of time will enter in other segments as well. **What do you dislike about Exotel Customer Communication Platform?** No much to dislike but presently they donot have services like chatbot & voice Bot which are rapidly evolving. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** Exotel is able to handle the scale which our industry desires, it is simple to use and almost conatains all the modern day features. ### 36. Helped me in streamlining my business and tracking all inquiries. **Rating:** 5.0/5.0 stars **Reviewed by:** Shrikant B. | Managing Partner, Mid-Market (51-1000 emp.) **Reviewed Date:** March 09, 2023 **What do you like best about Exotel Customer Communication Platform?** Helped me in streamlining my business and tracking all inquiries a lot, I am very much interested in exploring other products of Exotel. It's easy to set up and very user-friendly. Recommended **What do you dislike about Exotel Customer Communication Platform?** The mobile app is missing, this will help the user at the next level **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** to track and distribute all inquiries within agents shift wise and data of the customers ### 37. Premium & reliable Telecom provider in India **Rating:** 4.5/5.0 stars **Reviewed by:** Arun R. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 09, 2023 **What do you like best about Exotel Customer Communication Platform?** 1. Very flexible & powerful API stack for communications 2. Full stack including dialers & campaign management softwares 3. Zero hop routes in multiple countries **What do you dislike about Exotel Customer Communication Platform?** 1. Dashboard & interfaces can be better 2. Prices can be better or more competitive **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** - Allows us to build out a dialer capabilities - Recorded calls are a big bonus, helps us in quality control ### 38. Experience with exotel is good. Product is recommended **Rating:** 4.5/5.0 stars **Reviewed by:** Nilesh S. | Assistant Vice President, Mid-Market (51-1000 emp.) **Reviewed Date:** March 09, 2023 **What do you like best about Exotel Customer Communication Platform?** User friendly and easiness of the product interface. Customer care is helpful and they help in all possible ways to get the things sorted. Analytics is also good **What do you dislike about Exotel Customer Communication Platform?** Pricing is a little high that might be the deterrent for some of the small brands. IVR facility is not that great and it took time to get it done which can act as deterrent again **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** Exotel helped us in setting calling infrastructure for our contact center and inhouse too. It helped in making automated system and track all the metric required for contact center ### 39. Call and SMS Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Dev K. | Customer Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** January 12, 2023 **What do you like best about Exotel Customer Communication Platform?** The UI of the software is straightforward to use and can check the call records of anyone very quickly, as it is listed right on the home page of the tool. The software consumes low internet data and one can change their online status easily **What do you dislike about Exotel Customer Communication Platform?** Sometimes, calls don't get connect easily and take times of about 30-40 seconds. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** I generally use the tool for inbound calls as a customer support agent and its very easy to operate and use ### 40. Pretty satisfied with the SMS service of Exotel **Rating:** 4.5/5.0 stars **Reviewed by:** Chetan R. | Product Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** March 09, 2023 **What do you like best about Exotel Customer Communication Platform?** We are using Exotel for sending SMS to users. I must say the pricing, service & support of Exotel is top quality. Highly recommended **What do you dislike about Exotel Customer Communication Platform?** Nothing as such. Everything seems good so far. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** We are using Exotel for sending SMS to users. It is benefiting us in faster delivery, higher success rate & lesser in price ### 41. Sophisticated telephony solution with super API and documentation **Rating:** 4.5/5.0 stars **Reviewed by:** Abhishek B. | Deputy Vice President, Enterprise (> 1000 emp.) **Reviewed Date:** March 09, 2023 **What do you like best about Exotel Customer Communication Platform?** easy to use APIs and even easier integrations and billing process **What do you dislike about Exotel Customer Communication Platform?** To catch hold of their sales team and to create customize solution **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** We are using exotel for arranging anonymised scheduled calls between customers so that they can share feedback with each other. This has helped increase transparency of our brand with the customers. ### 42. Great for Calls over Cloud **Rating:** 4.5/5.0 stars **Reviewed by:** MAJO F. | Lead Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** March 13, 2023 **What do you like best about Exotel Customer Communication Platform?** - Easy to use/ Clean UI/ reliable - Call Quality - Easy setup of Shifts, Call routing, escalations etc.. - Voice recordings and good reports. **What do you dislike about Exotel Customer Communication Platform?** - SMS Module pricing is little on the higher side No other downsides as of now... **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** We have implemented our Customer Service using Exotel. Exotel supports call routing based on Groups and Shifts, which is helpful. We have implemented On-Call-Person -> Another backup -> call routing to Manager It gives good tracebility of historic calls, and the voice quality is quite good. ### 43. Exotel Omni Channel capabilities and CX experience **Rating:** 4.0/5.0 stars **Reviewed by:** Anil H. | SENIOR DIRECTOR - IT, Enterprise (> 1000 emp.) **Reviewed Date:** March 09, 2023 **What do you like best about Exotel Customer Communication Platform?** Their OMNI Platform offerings comes with cost effective price and meet the client requirements in line with their expectations. They do ensure compliance and security aspects which are paramount for us **What do you dislike about Exotel Customer Communication Platform?** Diaster recovery or BCP availability . It should be active active across primary Data Center and Secondary DC. but it is intrusive which is still a caveat to meet uptime obligation. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** Meeting the domestic OMNI channel requirements at aggressive and cost effective model. Compliant solution and taking care of security Aspects. Easy interface and user friendly ### 44. convenience at its best **Rating:** 5.0/5.0 stars **Reviewed by:** Sugandha C. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 09, 2023 **What do you like best about Exotel Customer Communication Platform?** It is a very easy platform to use. the team is also very supportive and provide handholding support till you need. **What do you dislike about Exotel Customer Communication Platform?** the IVR cannot be previewed. One has to call the number to test it. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** Helped us reach a wide audience across India with their IVR service ### 45. Good Services and support **Rating:** 4.0/5.0 stars **Reviewed by:** Gourav P. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 10, 2023 **What do you like best about Exotel Customer Communication Platform?** Service Support is quite amazing from your team **What do you dislike about Exotel Customer Communication Platform?** For everything, we first need to raise a ticket, then we have to call them no matter how urgent the issue is **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** Telephony and you guys have the best reporting system. The reports are really simplified/ ### 46. Great experience, barring a few hiccups **Rating:** 4.5/5.0 stars **Reviewed by:** Shreyans R. | Product Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 09, 2023 **What do you like best about Exotel Customer Communication Platform?** Customer service Customer Support Ease of use **What do you dislike about Exotel Customer Communication Platform?** Signal service quality can be quite frustrating at times **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** Helping us reach out to customers for advisory calls and vice-versa for customer support/claims. Able to integrate it well into any CRM that we have used so far ### 47. Best cloud telephony solution provider **Rating:** 5.0/5.0 stars **Reviewed by:** Devesh V. | Head of Operations & Technology, Small-Business (50 or fewer emp.) **Reviewed Date:** March 01, 2023 **What do you like best about Exotel Customer Communication Platform?** It can be integrated with most of the existing CRM Solutions. Call logging and analytics gives it an edge over other solutions **What do you dislike about Exotel Customer Communication Platform?** Could work on cost efficient plans and packages **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** Helps to serve clients better by connecting and transfering the calls among various departments ### 48. Great experience with Exotel **Rating:** 4.5/5.0 stars **Reviewed by:** Khush J. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 09, 2023 **What do you like best about Exotel Customer Communication Platform?** The best we like about exotel is priority customer support. **What do you dislike about Exotel Customer Communication Platform?** The thing that we dislike the most about exotel is frequent system downtimes. **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** Exotel is solving the problem of keeping on-premise telephonic solutions by providing the same features on cloud. ### 49. Best IVR Solution **Rating:** 5.0/5.0 stars **Reviewed by:** Arpit C. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 09, 2023 **What do you like best about Exotel Customer Communication Platform?** Ease of API Easy User Interface Self Serve Product good support from the team **What do you dislike about Exotel Customer Communication Platform?** Nothing to dislike in the product everything is so good **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** Bulk Dialing C2C via our CRM Whatsapp sending All the API are easy to integrate ### 50. Good tool for support **Rating:** 4.5/5.0 stars **Reviewed by:** Anshul Y. | Business Operations Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** March 09, 2023 **What do you like best about Exotel Customer Communication Platform?** easy to use and create flows as and when required **What do you dislike about Exotel Customer Communication Platform?** Support can be more real-time, rest things are good **What problems is Exotel Customer Communication Platform solving and how is that benefiting you?** it is helping us do capacity planning work and auditing very easy for our support ## Exotel Customer Communication Platform Discussions - [What is Exotel used for?](https://www.g2.com/discussions/what-is-exotel-used-for) - [View Exotel Customer Communication Platform pricing details and edition comparison](https://www.g2.com/products/exotel-customer-communication-platform/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-15+12%3A21%3A13+-0500&secure%5Bsession_id%5D=8f554d33-59c0-4750-b746-86c40e033e28&secure%5Btoken%5D=98e63b84a034e4eddbb6acfa047147e4e731d6ab2cb6dde3b0d3b89fe97b4e5b&format=llm_user) ## Exotel Customer Communication Platform Integrations - [Bitespeed](https://www.g2.com/products/bitespeed/reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - [Kapta](https://www.g2.com/products/kapta/reviews) - [Kapture CX](https://www.g2.com/products/kapture-cx/reviews) - [Shopify](https://www.g2.com/products/shopify/reviews) ## Exotel Customer Communication Platform Features **Functionality** - Ease Of Integration - API Call Speed - Communication Varieties **Messaging - RCS Business Messaging** - Personalization - Rich Media - Interactive Messages - Branded Templates - Automation - Conversational RCS - Transactional RCS - Promotional RCS **Support** - Documentation - Community Support - Professional Support **Security / Verification - RCS Business Messaging** - Verified Sender - Encryption - Authentification **Analytics / Deliverability - RCS Business Messaging** - Read Receipts - Analytics - SMS Fallback **AI - RCS Business Messaging** - AI ## Top Exotel Customer Communication Platform Alternatives - [Ozonetel](https://www.g2.com/products/ozonetel/reviews) - 4.6/5.0 (621 reviews) - [Plivo](https://www.g2.com/products/plivo/reviews) - 4.5/5.0 (743 reviews) - [Twilio](https://www.g2.com/products/twilio/reviews) - 4.1/5.0 (452 reviews)