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Exotel Contact Center

exotel.com

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Spec score 8.5 #3 of 24 in Communications Platforms as a Service

What it is

Exotel Contact Center manages inbound and outbound calls, messages, chatbot interactions, social media engagement and video communications through an internet connection. Its interface brings together channels including voice, SMS, WhatsApp and video conferencing. Teams can build multi-level IVR call flows with a drag-and-drop builder, including voicemail and custom greetings. Automated SMS, prerecorded calls and autodialers are available, as is automatic recording of incoming and outgoing calls for training or conflict resolution. Deployment options include public cloud, private cloud, on-premises and hybrid models. Integrations connect the platform with CRM, helpdesk, messaging and custom applications; listed CRM examples include Salesforce, Zoho CRM, Zoho Desk, Freshdesk, HubSpot and LeadSquared. Exotel states compliance with ISO 27001, ISO 27018, PCI-DSS, VAPT and GDPR standards, and offers two-factor authentication. XPrime costs $70 a month and XPro $100 a month; XTRM has no listed price. There is no free plan, but a trial account includes free SMS and call credits.

Spec sheet

Purpose
The cloud contact center manages inbound and outbound calls, chatbot interactions, text messages, social media engagement, and video communications through an internet connection.Read 30 Sep 2026 · exotel.com
Deployment
Deployment options include public cloud, on-premises, private cloud and hybrid models.Read 30 Sep 2026 · exotel.com
Integrations
Exotel supports integrations with CRMs, helpdesk software, messaging apps and custom applications through prebuilt or customized plugins.Read 30 Sep 2026 · exotel.com
Support
Exotel advertises 24×7 customer support via phone, email and Twitter.Read 30 Sep 2026 · exotel.com
Headquarters
Bengaluru, IndiaRead 28 Sep 2026 · exotel.com
Founded
2011Read 28 Sep 2026 · exotel.com
Account security
Exotel supports two-factor authentication requiring phone number verification in addition to username and password.Read 30 Sep 2026 · exotel.com
Automation
Automated SMS, prerecorded calls and autodialers are available to streamline processes and save agent time.Read 30 Sep 2026 · exotel.com
Call recording
The system can automatically record incoming and outgoing calls for training or conflict resolution.Read 30 Sep 2026 · exotel.com
CRM examples
Official integration documentation lists Salesforce, Zoho CRM, Zoho Desk, Freshdesk, HubSpot and LeadSquared among supported CRM integrations.Read 30 Sep 2026 · support.exotel.com
IVR
It provides multi-level IVR and a drag-and-drop IVR builder for call flows, voicemail and custom greetings.Read 30 Sep 2026 · exotel.com
Omnichannel
The platform manages SMS, WhatsApp, voice calls, video conferencing and more from one interface.Read 30 Sep 2026 · exotel.com
Outbound dialer
YesRead 23 Sep 2026 · exotel.com
Plan limitation
Voice Streaming (Agent Stream) is excluded from the listed plans and is available separately with pricing provided on request.Read 30 Sep 2026 · exotel.com
Security compliance
The contact center page states compliance with ISO 27001, ISO 27018, PCI-DSS, VAPT and GDPR standards.Read 30 Sep 2026 · exotel.com
Trial signup
The signup page offers a trial account with free SMS and call credits and access to 24/7 customer support and resources.Read 30 Sep 2026 · my.exotel.com

Plans and prices

XPrime $70 a month Voice and digital channels · Dialers and call routing · Standard CRM integration · Quality management · Universal agent desktop · Reporting and flow designer Read 23 Sep 2026 · exotel.com
XPro $100 a month Voice and digital channels · Dialers and smart universal routing · Standard and in-house CRM integration · Automated quality management · Virtual agents · WFM integration Read 23 Sep 2026 · exotel.com
XPrime Priced on request Voice channel · Digital channels · Powerful dialers · Call routing · Voice blaster · Standard CRM integration · Quality management · Universal agent desktop · Self-serve report & flow designer · Internal collaboration · Native chat & voice bot · Number masking · Mobile app Read 30 Sep 2026 · exotel.com
XPro Priced on request Voice channel · Digital channels · Powerful dialers · Smart universal routing · Voice blaster · Standard & in-house CRM integration · Automated quality management · Universal agent desktop · Self-serve report & flow designer · Internal collaboration · Native chat & voice bots · Virtual Agents · WFM integration · Secure co-browsing · Insights & analytics · Agent assist · Number masking · Mobile app Read 30 Sep 2026 · exotel.com
XTRM Priced on request Voice channel · Digital channels · Powerful dialers · Smart universal routing · Voice blaster · Standard & in-house CRM integration · Automated quality monitoring · Universal agent desktop · Customizable reports · Internal collaboration · Virtual agents · Native chat & voice bot · Social media DM · Email · Video capability · Secure co-browsing · Agent copilot · WFM integration · Insights & analytics · Number masking · Mobile app Read 30 Sep 2026 · exotel.com

Every Exotel Contact Center plan and price →

Strong points and limits

Strong points

  • Supports inbound and outbound calling.
  • Drag-and-drop builder creates multi-level IVR flows.
  • Offers public, private, on-premises and hybrid deployment.
  • Trial includes free SMS and call credits.

Limits

  • No free plan is listed.
  • XTRM has no listed price.
  • Voice Streaming is available separately with pricing on request.

Who it suits

Exotel suits teams handling customer interactions across voice and digital channels that need inbound and outbound calling. Its range of deployment options and listed CRM integrations may suit organizations with differing infrastructure and support needs.

Verdict

Exotel combines voice, messaging and video channels with IVR, automation and multiple deployment options. XPrime costs $70 a month; Voice Streaming is excluded from listed plans.

Where Specifiction places it

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