Contact Center Solution for Enterprises
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What is a cloud contact center solution?
Contact center software solution is a modern-day software that empowers enterprises to manage omnichannel customer support from one place. Using a contact center solution, agents will have a 360-degree view of every customer, enabling them to address queries quickly and effectively.
How does a cloud contact center work?
A contact center solution for business brings together all your communication channels in one easy-to-use interface so you can offer a consistent experience to your customers and prospects alike.
Onboard to a cloud-based contact center solution
Choose a solution that meets your needs and onboard yourself. You can get started within 2-3 hours with Exotel.
Integrate your existing channels
From messaging apps like WhatsApp to various CRM/helpdesk software, integrate all your channels to your new contact center solution.
Leverage the new solution
Train your agents to access and use data from across channels to understand the customer relationship better.
Why your Business Needs a Cloud Contact Center?
Learn how cloud contact center works and how you can benefit from it in this video.
Why do you need a cloud contact center solution?
Exotel’s hosted contact center solution is not just a call center management software. The critical difference is that a contact center solution offers more than just making and receiving calls. It empowers you to manage all your communication channels, be it voice, text or video, from one place. This has several benefits.
Effective customer experience
Whether the customer contacts you on Twitter or through the toll-free number, they can have continuity of the conversation. This makes it easier for agents to resolve queries and for customers to get them resolved.
Better agent productivity
Your agents no longer need to switch between different screens and apps to get the information they need. This saves them time, which they can use to focus on engaging with the customer.
360-degree analytics
With a virtual contact center solution, you can get advanced analytics for all your communication channels, measuring business KPIs effectively.
On-demand scalability
As your business grows, your cloud-based contact center solution can grow with it. Without investing in new infrastructure, network or devices, you can scale effortlessly.
What features does a contact center solution have?
Omnichannel Customer Engagement
Manage SMS, WhatsApp, voice calls, video conferencing and more from one interface.
Complex Integrations
From messaging apps like WhatsApp to various CRM/helpdesk software, integrate all your channels into one interface.
Multi-level IVR
Personalise your welcome message, and route the customer to the right agent seamlessly.
Automated Calls and SMS
Streamline your process and save agent time with automated SMS, pre-recorded calls and auto-dialers.
Call Recording
Automatically record all incoming and outgoing calls, whether you need them for training or conflict resolution.
Drag-and-drop Dashboard
Build your call flow, set up voicemail, custom greetings etc., without needing a developer.
Benefits of cloud contact center software over a traditional PBX system
Omnichannel contact center solution
Today, a regular customer uses 2-3 channels on average to contact a business. In the process, they also want the information/context passed on from channel to channel automatically without having to repeat themselves to every new agent they meet.
To enable this, an enterprise support needs to be enabled by contact centers to offer a consistent and effective omnichannel customer experience. That’s where omnichannel contact centers come into the picture.
A robust solution needs to integrate effortlessly with communication channels, messaging apps and enterprise applications like CRM/helpdesk. It needs to collate data from across sources to present a meaningful view of the customer relationship. It needs to be designed to help agents access the information they need as quickly and efficiently as possible.
A robust omnichannel cloud contact center solution needs to be flexible and scalable to meet the customer’s evolving demands.
FAQs
Here’s what our customers have to say
Prateek Jain
The number masking feature has been a very worthy addition to making our customer experience even better.
Shashank ND
We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.
Rajkishan
Exotel's automated calls have helped in increasing our service levels and reducing our costs since there is no need for any manual intervention.
Satish Chugh
Very supportive and understanding staff who have lived up to every expectation, and at times exceeded them too.
The Exotel Advantage
Know why Exotel is considered as the most reliable enterprise cloud communications company in India and Southeast Asia
Superior Quality
Best success rates, voice quality and reduced latency
Scale at Ease
Grow at will, expand without worrying about infrastructure
Superior Reliability
Best in class uptimes of 99.94% including operator uptimes
Best Support
24×7 customer support via phone, email and Twitter
Simple to implement
Sign up and get started in less than 30 minutes, integrate easily using our REST APIs
Extensive Reporting
Easy to understand, detailed reports sent every day
Find out how Exotel can work for your business.
We are the leading cloud telephony & communications operator in the Asia Pacific region. Set up a call with our product experts.
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