Published on 15 September 2022

Usher in a New Era of Contact Centers with Exotel-enabled Customer Engagement

Words by:

Annisa Nur Fauzi

Customer expectations are higher than ever, and the pressure on companies that operate in emerging markets is intense–especially when it comes to gaining trust from potential clients or keeping up with the latest best practices.

Exotel’s full-stack Customer Engagement Platform(CEP) is designed to help emerging markets not only survive but thrive in the new customer experience arena. It helps companies stay ahead of the curve and deliver superior customer service by solving three primary challenges for them,

  • Choosing the right vendors,
  • Empowering the workforce,
  • Enabling automated & intelligent conversations for customers

Solving Critical CX Challenges

Exotel’s customer engagement platform solves the challenges of vendor management, workforce management, and automation by tapping into the power of zero and one with a truly cloud, omnichannel and intelligent platform.

The underlying infrastructure for this robust solution offers a competitive 99.99% platform uptime and 99.95% including operator uptime. Not only that, its partnership with major telecom operators globally provides a connectivity backup like none other. Keeping security a priority, it offers ISO 27001, ISO 27018, and PCI-DSS compliances to safeguard all their communication.

Let’s look deeper at how this power-packed infrastructure solves the major business challenges.

  1. One Vendor, Zero Worries
    Unified platform for Unified CX

For companies to deliver an impeccable and fast customer experience, the first step is to break free from the shackles of multiple SLAs and agreements that come with multiple tools and vendors. When data has to flow from one tool to another, multiple tools create a high distortion of context and consistency of information, which only slows down the process.

Exotel’s unified communication platform helps to solve this problem by bringing all the channels of customer experience (such as contact center software, bots, telco lines, etc.) into one basket with one vendor. This way, there are zero dependencies on external vendors, and businesses can have seamless conversations with customers across channels – from voice to digital. In addition, it provides a 360-degree customer view with a cross-channel context.

2. One Truth, Zero Lies
Enabling agents with the right channels, tools, and information

Delivering a superior customer experience is essential for any business that wants to stay competitive. But empowering your workforce to provide such an experience can be challenging, especially when employees don’t have one version of the truth and have to toggle between different apps to access the data they need.

That’s where Exotel’s unified agent desktop comes in. It enables agents to be on top of their games with access to everything they need in one place with zero siloes, so they can work smartly and efficiently without wasting time searching for information.

For team supervisors, centralized access to agent interaction helps them evaluate the team better and provide actionable feedback in times of need. Also, the agent and call visibility helps to prioritize the agents’ utilization more efficiently based on volume, skills, and performance.

  1. One conversation, zero complications
    Tapping into consistent, intelligent, and automated conversations with AI

Not every customer has time to wait for a customer service agent. More often than not, people are looking for self-service options that allow them to find answers on their own without having to wait. Therefore, they are looking for smart chatbot options that make self-service easy.

Exotel’s chatbot is a delightful self-help tool powered by NLP, so it can understand complex questions and provide accurate responses. It enables businesses to deliver intelligent conversations across channels without human intervention. Instead of waiting for agents to connect, customers can talk with business bots on different platforms. Plus, customers can take the same conversation on different platforms without repeating the details.

And if a question requires further assistance, the chatbot can transfer the customer to a live agent with just a few clicks.

About Exotel

Exotel is the emerging market’s leading full-stack customer engagement platform. Incorporated in 2011, Exotel’s cloud-based product suite powers 70 million daily engagements across voice, video, and messaging channels.

Exotel powers customer engagement to over 7000 companies in 60+ countries, including India, SE Asia, the Middle East, and Africa. Today, some of the fastest-growing companies in the emerging markets (Ola, Swiggy, Flipkart, GoJek, Byju’s, Urban Company, HDFC Bank, Zomato, Oyo, etc.) manage their customer engagement with Exotel’s suite of a communication APIs, omnichannel contact centre, and conversational AI platform over the cloud. They’re a $100 million Series D funded company with $60 million in ARR.

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