G2

Rahul s.

Sr. Operations Executive

Mental Health Care

Mid-Market (51-1000 emp.)

12/9/2025

"Flexible Cloud Platform with Robust Omnichannel Support"

4/5

What do you like best about Exotel Customer Communication Platform?

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.

What do you dislike about Exotel Customer Communication Platform?

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 The user interface feels outdated and could be more intuitive.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.

What problems is Exotel Customer Communication Platform solving and how is that benefiting you?

This platform simplifies customer communication by bringing together calls, SMS, and routing in one place. It removes the need for expensive phone systems, making operations more cost-effective. With features like IVR and automated call workflows, routine tasks are handled efficiently, saving valuable time. Number masking is included to safeguard the privacy of both customers and agents. The cloud-based setup supports remote work and helps teams scale as needed. Additionally, access to call logs and recordings improves tracking and ensures better quality control. Review collected by and hosted on G2.com.