Exotel

HQ: India
Founded Year: 2011
Phone: +91 80889 19888
Company Type: Privately Held
Category: CCAAS
This is CXSpy's primary classification of the Exotel software. The software may fit other categories as well.
Type: platform
CXSpy classifies CX software in one of two types (a platform or a tool). This is our view of the Exotel software.

Description:Exotel is an India-based AI-led customer experience platform that combines cloud contact center software, conversational AI, and telecom-grade CPaaS APIs. Contact center, product, and operations teams use it to run voice, video, email, SMS, WhatsApp, and social conversations from one agent desktop, with AI voice and chat agents handling routine work and humans taking complex cases. The vendor positions the stack around intelligence, unity, and AI-human harmony, and says the same architecture also streams voice and messaging for developers. Official about copy states 25 billion-plus interactions a year for 7,000-plus businesses, with 99.99 percent uptime cited on product pages. Public CCaaS packaging lists XPrime at $70 and XPro at $100, plus an unpriced XTRM enterprise tier and slab-based license discounts. Voice streaming is sold separately. Named customers on official pages include Swiggy, Uber, Slice, Redcliffe Labs, and JSW MG Motor India. Exotel was founded in 2011 in Bengaluru and remains privately held. Wikipedia records the 2021 Ameyo combination and Cogno AI acquisition. No official employee count or revenue figure was published on the pages reviewed.

Exotel Contact Center as a Service (CCaaS)

About Exotel

Exotel Techcom is a privately held Indian cloud communications and AI-led CX company founded in 2011 in Bengaluru by Shivakumar Ganesan, Ishwar Sridharan, and Siddharth Ramesh. Official about and contact pages list headquarters at Maruthi Infotech Center, 2nd Floor, Tower A, 540, 100 Feet Road, Domlur, Bengaluru, Karnataka 560071, with additional offices in Gurugram, Mumbai, Dubai, and Riyadh. The published sales phone is +91 80889 19888. The product is a unified stack of CCaaS, AI voice and chat agents, and telecom-grade APIs for voice and messaging. Official copy says the platform powers 25 billion-plus conversations a year for 7,000-plus businesses across voice, chat, bots, and contact centers. Product pages cite 99.99 percent uptime, up to 75 percent AI containment, 100 percent conversation analysis, and sub-300 ms voice latency. Public contact-center pricing lists XPrime at $70 and XPro at $100, with an unpriced XTRM tier and voice streaming sold separately. Named customers on official pages include Swiggy, Uber, Slice, Redcliffe Labs, and JSW MG Motor India. Wikipedia notes Series funding through 2022, the 2021 Ameyo combination, and the Cogno AI acquisition. Analyst mentions on the homepage include Forrester CPaaS Landscape Q2 2025 and IDC MarketScape 2025. Shivakumar Ganesan is CEO. Flexible deployment options listed on the pricing page include private cloud, public cloud, hybrid, customer cloud, and on-premise. ISO 27001:2013 and PCI DSS are cited on the contact-center product FAQ. No official employee headcount or revenue number was found on vendor, Wikipedia, or IR pages reviewed for this file.

Exotel Features

1. Omnichannel contact center: Voice, video, email, SMS, WhatsApp, and social on one agent desktop.

2. AI voice and chat agents: No-code bots and autonomous agents for self-service, outbound, and qualification, with warm handoff.

3. AI Assist copilot: Real-time guidance, automated wrap-up, and sentiment alerts for live agents.

4. Intelligent routing and dialers: Skills, language, and history-based routing plus predictive, progressive, and preview dialers.

5. AI-powered QA and analytics: Automatic scoring of 100 percent of interactions for quality, compliance, and coaching.

6. Unified communication APIs: Telecom-grade voice and messaging APIs, number masking, and streaming infrastructure.

7. Flexible deployment: Public cloud CCaaS, private cloud, hybrid, customer cloud, or on-premise.

8. Real-time supervisor dashboards: Live wallboards, SLA monitoring, and proactive alerts.

Exotel Pricing

Public CCaaS page lists three packages. XPrime is shown at $70 for a cloud contact center with voice and digital channels, dialers, routing, quality management, agent desktop, native bots, number masking, and mobile app. XPro is shown at $100 and adds smart universal routing, automated quality management, virtual agents, WFM integration, co-browsing, insights, and agent assist. XTRM is unpriced and adds social DM, email, video, agent copilot, and customizable reports. The page does not state whether $70 and $100 are per agent, per month, or another unit. Voice Streaming (Agent Stream) is excluded and sold separately. Slab-based license discounts and custom quotes are offered. Sales phone listed: +91-8088-919-888.