Exotel Customer Communication Platform Reviews & Product Details

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. Review collected by and hosted on G2.com.

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 The user interface feels outdated and could be more intuitive.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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I've been experiencing intermittent issues with call logs not appearing in the Freshchat interface, causing follow-up delays. Review collected by and hosted on G2.com.

This is the best software I’ve used for calling my clients. Review collected by and hosted on G2.com.

Customer support response time is too high, and they need to work on improving it. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

DIY -IVR, call connectivity, ease of access, integration with FD, daily usage for handling calls Review collected by and hosted on G2.com.

sometimes we get network drops during calls Review collected by and hosted on G2.com.

Best in the industry - Lesser quality issues.

Faster support - Doesn't take much time to get queries/issues resolved. Review collected by and hosted on G2.com.

No customisation is possible on their account.

Facing frequent issues on the recordings front these days. Review collected by and hosted on G2.com.

Exotel allows businesses to connect with customers across multiple channels, Easily intergrateable, Review collected by and hosted on G2.com.

Interface can be more updated, Reports can be improved Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

1) Sometime call gets auto dropped

2) The calls get cross connected Review collected by and hosted on G2.com.