A contact centre in the cloud, connected to your helpdesk and CRM
Customer conversations rarely live in one tool. Calls arrive on a PBX, WhatsApp on a shared phone, tickets in a helpdesk and leads in a CRM, and nobody has the full picture. We implement Exotel so voice, WhatsApp, SMS and chat run through one cloud contact centre and are logged automatically where your teams already work.
As an Exotel licensing and implementation partner, we supply the licences and numbers, design IVR and routing around your service levels, configure the agent desktop and dialers, onboard WhatsApp Business API, and integrate Exotel with Freshdesk, Freshservice and LeadSquared.
What you get
- Cloud telephony and IVR without on-premise PBX hardware, with virtual numbers across the GCC
- One agent desktop for inbound and outbound voice, WhatsApp, SMS and chat
- Click-to-call, screen pops and automatic call logging in Freshdesk, Freshservice and LeadSquared
- Voicebots and WhatsApp bots that handle verification, status queries and notifications before an agent is needed
- Call recording, quality management and real-time supervisor dashboards
What a Exotel Contact Centre engagement includes.
Licensing & numbers
Exotel licence sizing, virtual numbers, channel provisioning and WhatsApp Business API onboarding.
IVR & routing
Call flows, business hours, skill and language-based routing, queues and callbacks.
Contact centre
Agent desktop, predictive and progressive dialers, campaigns, recording and quality management.
Conversational AI
Voicebot and WhatsApp bot design for self-service journeys with agent handoff.
Integrations
Freshdesk, Freshservice, LeadSquared and core system integration for context and logging.
Adoption
Agent and supervisor training, go-live support and managed administration.
How we deliver it.
Discover
Channels, call volumes, numbers, journeys and integration targets.
Design
IVR, routing, queue and bot design with the CX team.
Build
Configuration, number porting, WhatsApp onboarding and integrations.
Launch
Agent training, cut-over and hypercare.
Optimise
Monthly review of answer rates, containment and CSAT.
Exotel Contact Centre: common questions.
Often delivered together.
Ready to talk about Exotel Contact Centre?
Tell us what your IT, support or sales teams are wrestling with. We will come back with an approach, a timeline and the people who would deliver it.