Cloud telephony and customer engagement platform for voice and messaging.
Getting our virtual numbers and KYC approved on Exotel dragged on for over two weeks, holding up an entire campaign launch. The cloud telephony itself works once you're set up, but the onboarding and provisioning delays were a real problem for a time-sensitive rollout. Frustrating start to an otherwise functional service.
Slow number provisioning and KYC delays
Exotel has been the backbone of our customer engagement for over a year. IVR setup was straightforward, call recordings and the dashboard give us everything we need for quality monitoring, and the number-masking feature keeps our agents and customers safe. Uptime has been excellent and scaling up agents during peak season was effortless.
Exotel handles our outbound voice campaigns and click-to-call really well, and call quality has been consistent. My only minor complaint is that the analytics could go a level deeper for agent-level performance without exporting everything to a spreadsheet. Still a dependable cloud telephony partner overall.
Exotel has a RevWala Trust Score of 36/100 (Poor), based on 5 customer reviews with an average rating of 3.4 out of 5. Reviews are mixed — read recent ones before deciding.
Exotel is rated 3.4 out of 5 stars from 5 reviews on RevWala, with a "Poor" Trust Score.
Exotel has 5 reviews on RevWala, including 2 verified reviews.
Reliable IVR, call masking, easy scaling
We migrated our voice and SMS engagement to Exotel and the difference in reliability has been night and day. The call flows are easy to configure, the API integration into our CRM was clean, and real-time call analytics help us coach agents. Their support team genuinely knows the product when you do reach them.
Reliable, great call flows and CRM integration
Consistent call quality and reliability
Analytics lack agent-level depth
Our entire inbound support runs on Exotel's cloud telephony and we went through a week of frequent call drops and one-way audio that left customers unable to reach us. Each ticket got a templated reply with no real resolution timeline. When your call centre simply stops working, that level of support is unacceptable.
Frequent call drops and one-way audio, weak support