Exotel

Auto Call Recording

Exotel's Auto Call Recording feature automatically records all calls made through the platform, providing businesses with a valuable resource for training and quality assurance purposes. This functionality addresses compliance requirements and enhances accountability within teams by allowing managers to review interactions between agents and customers. By leveraging recorded conversations, organizations can identify areas for improvement and ensure that their service standards are consistently met.

Call Monitoring

The Call Monitoring feature allows supervisors to listen in on ongoing calls in real-time, providing an opportunity for immediate feedback or support when needed. This capability helps ensure that agents adhere to best practices while interacting with customers. By facilitating constructive monitoring, this feature not only enhances training opportunities but also boosts overall team performance by enabling managers to identify trends or recurring issues that may require further attention or training initiatives.

Concurrency Support

Concurrency Support in Exotel allows multiple agents to handle calls simultaneously without any degradation in service quality. This feature is crucial for businesses experiencing high call volumes, as it ensures that all incoming calls are addressed promptly. By enabling concurrent handling of calls, organizations can reduce customer wait times and improve operational efficiency. This capability is particularly valuable during peak business hours when demand for support services surges.

IVR Support

The IVR (Interactive Voice Response) Support feature enables businesses to create automated phone menus that guide callers through a series of options before connecting them to a live agent or providing information directly. This self-service capability alleviates pressure on customer service representatives by allowing callers to resolve simple inquiries independently. By enhancing caller experience and reducing wait times for more complex issues, IVR Support helps organizations optimize their resources while delivering efficient service.

Inbound Call Center

Exotel's Inbound Call Center feature is designed to handle incoming calls seamlessly, ensuring that customers are connected to the right department or representative without delay. This feature solves the common problem of missed calls or long wait times by integrating intelligent call routing and distribution capabilities. By using skills-based routing, it ensures that calls are directed to the most qualified agents, enhancing customer satisfaction and improving overall service quality.

Outbound Call Center

The Outbound Call Center feature of Exotel enables businesses to efficiently manage and execute outbound calls for sales, marketing, and customer service purposes. This feature streamlines the calling process by providing users with a user-friendly interface that allows them to make calls directly from their dashboard. It addresses the challenge of high call volumes and helps organizations improve productivity by allowing agents to focus on engaging with customers rather than managing the logistics of the call. With real-time analytics, managers can monitor performance metrics and adjust strategies accordingly.

Progressive Dialer

The Progressive Dialer feature automates the dialing process for outbound calls, connecting agents only when a call is answered. This significantly reduces idle time between calls and maximizes agent productivity. By eliminating the need for manual dialing, businesses can increase the volume of successful connections while minimizing dropped or unanswered calls. This feature addresses the challenge of inefficient dialing practices in traditional outbound calling setups.

Queue Management (Calls)

Exotel's Queue Management (Calls) feature effectively organizes incoming calls during peak times, ensuring that customers are placed in a virtual queue until an agent is available to assist them. This system provides transparency for callers, as they receive updates on their wait times and position in the queue. By managing call flow efficiently, this feature reduces caller frustration and improves overall service levels, allowing organizations to maintain high standards of customer care even during busy periods.