Exotel Alternatives & Competitors

Overview of Exotel Alternatives

Exotel is a leading cloud-based communication platform designed to improve customer interactions for businesses. It has established itself due to its range of features that help improve customer interactions. It offers a cloud phone system that enables calls through virtual numbers, SMS capabilities for text communication, and Interactive Voice Response (IVR) for automated menu routing.

Moreover, businesses can take advantage of its analytics feature to enhance their service quality. Exotel's user-friendly design caters to all types of businesses, with pricing plans accommodating various business sizes.

Despite its features, some users have encountered challenges with post-sales services and customer support. Moreover, limitations like low call quality and limited automated calling have compelled users to look for other applications like Exotel to overcome these limitations.

Why are People Looking for Applications Like Exotel?

Exotel, while offering a decent range of features, may not fully meet the diverse needs of all businesses. Here's why some users are exploring Exotel alternatives:

• Auto-Call Functionalities: Users have reported limitations in automating outgoing calls with Exotel, particularly in handling complex call routing. This shortfall prompts businesses to seek solutions with more robust automation capabilities.
• Analytics: Exotel's call analytics often fall short of providing the comprehensive insights that some of its competitors offer. Businesses desiring detailed call performance data find Exotel lacking in this aspect, leading them to seek alternatives with more extensive analytics features.
• Call Quality: While using Exotel, there is often an issue with the call quality. It can raise concerns for businesses where call quality is crucial. This factor prompts businesses to search for alternatives offering reliable call quality.
• Focus on Voice: For businesses requiring video conferencing capabilities, Exotel's primary focus is on voice calls and SMS communication and is not an ideal solution for video conferencing. Businesses often opt for alternatives that offer robust video conferencing features alongside other communication options.
• Poor After-Sales Support: Users have encountered issues with Exotel's customer support and are looking for a service provider with a better reputation in terms of responsiveness.

Must-Have Features in Competitors of Exotel

When considering alternatives to Exotel, businesses should look for platforms that offer the following essential features:

• Cloud-Based Hosting: Alternatives should provide cloud-hosted IVR software that can be managed remotely by contact center leaders. This feature reduces in-house technical efforts and allows seamless integration with other tools through APIs.
• AI-Based Speech Recognition: Modern IVR systems should utilize artificial intelligence for advanced speech recognition capabilities. This feature enables customers to navigate the system using voice commands, improving user experience and accessibility. It should accurately interpret complex commands and direct callers to the appropriate menu or option effortlessly.
• Visual IVR Configuration: Alternatives to Exotel should offer visual IVR configuration options, allowing users to design IVR systems through intuitive graphical interfaces. This no-code approach enables easy customization of conversation flows, message content, and business rules, empowering even non-technical users to configure IVR systems effectively.
• End-to-End Self-Service: IVR system that you choose must facilitate end-to-end self-service processes without the need for agent intervention. This capability enables the system to handle entire tasks within the conversation flow, such as order cancellation, feedback collection, or updates, enhancing efficiency and customer satisfaction.
• Multilingual IVR: Exotel alternatives should support multilingual IVR capabilities to cater to diverse customer bases. Businesses operating in multinational or multicultural environments require IVR systems that can communicate fluently in various languages. The IVR should allow customers to select their preferred language at the beginning of each interaction, providing a seamless and intuitive experience.

What to Consider When Looking for Exotel Competitors?

• Reporting and Analytics capabilities: Advanced reporting and analytics is essential as it helps users to access the data and make informed decisions based on statistics. So, look for Exotel competitor that allows custom reporting dashboards to track specific call metrics relevant to your business goals (e.g., average resolution time, first call resolution rate). It also allows you to access real-time call analytics for performance monitoring or are reports limited to historical data.
• Scalability: Another factor to consider while looking for Exotel alternatives is scalability. It must allow you to handle spikes in call volume with ease.
• Omnichannel Support: Look for Exotel competitors that support beyond basic voice and SMS. The platform you choose must integrate seamlessly with your existing chat platform (e.g., WhatsApp Business API) and social media channels (e.g., Facebook Messenger).
• Pricing models: Pricing is another factor to consider when you are in a search for Exotel alternatives. Compare pricing structures and features of different alternatives. Look for options that offer a good balance of features and cost to fit your budget.
• Security and Compliance: When you choose an alternative to Exotel, you should check where does the competitor stores your call data. Is it crucial for your data to reside in a specific region for regulatory compliance. Moreover, the competitor must hold relevant industry certifications for data security (e.g., HIPAA, PCI DSS).
• Better Customer Support: Research the types of customer support offered by potential competitors (phone, email, chat). Furthermore, look for providers with a reputation for responsive and helpful customer support, especially if you anticipate needing ongoing assistance.

Comparison of the Best Tools Like Exotel

Here is a quick comparison of the best Exotel competitors based on factors such as cloud telephony, auto call routing, multilingual IVR, and more.

• Exotel vs Twilio
• Exotel vs CallHippo
• Exotel vs Servetel

What is the Ideal Alternative of Exotel for Mac, Linux and Windows

• Ideal Alternative of Exotel for Mac: Twilio, Infobip, Kalyera, etc.
• Ideal Alternative of Exotel for Windows: Azure Communication Services, DIGO etc.
• Ideal Alternative of Exotel for Linux: WebX Connect, Plivo, etc.

What Type of Users are Looking for Alternative Exotel?

Various types of users may seek alternatives to Exotel to better meet their specific needs and preferences. Here are some types of users who might be exploring alternative options:

• Call-centers: Call-centers in different industries look for alternatives to Exotel as they prefer a better platform with superior call quality. Since Exotel’s call quality can sometimes be low, it is important for businesses to look for alternatives that can meet their calling needs.
• E-commerce store: Online businesses rely on outbound calls for order confirmation, customer support, and delivery. They seek alternatives due to Exotel's limitations in automating outgoing calls. Exotel alternative is often preferred by online retailers, food delivery services, and subscription-based services.
• Education Institutions: Schools, colleges, and e-learning platforms always need a reliable communication tool for remote learning, and they find Exotel's voice communication feature insufficient. They prefer alternatives that offer integrated video conferencing features to support their collaboration needs.
• Government Agencies: Government departments that handle inquiries, public services, and emergency response calls may look for alternatives to Exotel. They prefer enhanced call routing capabilities or specialized features for managing high call volumes during crises or peak times. They prioritize reliable communication systems to serve the public efficiently and maintain public trust.

TechJockey’s Verdict

Exotel has positioned itself as a comprehensive IVR software. However, users often seek alternatives to Exotel due to lack of auto call functionalities, poor voice quality and more.

While Exotel stands out in terms of providing cloud phone systems that enable calls through virtual numbers, SMS capabilities for text communication, and Interactive Voice Response (IVR) for automated menu routing. However, some users look for a solution that offers better integration capabilities, customer support and services.

Luckily, there are alternatives such as Servetel, Twilio and more, which offer auto call functionalities, better voice quality and more. So, while exploring alternatives of Exotel, ensure that you thoroughly assess your needs, technical requirements, and budget to make a wise decision.