Exotel Soonicorn

Exotel positions itself around "AI, agents, contact centre, network, all working as one" as an "AI-Led CX ecosystem" and "the infrastructure layer your AI runs on."

The platform advertises 99.99% uptime for uninterrupted messaging and voice communication, handling 25 billion+ conversations a year across voice, chat, bots and contact centers.

Exotel advertises "Up to 75% containment rate with AI voice and chat agents," positioned as "CX That Learns and Improves With Every Conversation."

Exotel serves 7,000+ businesses spanning BFSI, retail & ecommerce, healthcare/pharma, logistics, mobility, and education, for use cases in customer support, sales, marketing and debt collection.

Named customers on Exotel's own site include Swiggy, Uber, Blu Smart, DAMAC, Dubai Insurance, Al Ansari Exchange, Flipkart, HDFC Bank, ICICI Bank, Ixigo, Mubadala Health, Zerodha, Zomato, JSW MG Motor India, Future Generali, Shaadi, Piramal Finance, Shiprocket, and Deem Finance.

Redcliffe Labs adopted Exotel's WhatsApp Calling solution to strengthen its patient support system, part of Exotel's healthcare/diagnostics customer base.

Slice scaled its inbound support operation from just 4 to 250 inbound agents using Exotel's contact-center platform.

Exotel offers a customer login portal, a support portal, and a community network alongside its developer documentation, letting customers self-serve integration and support.

Exotel lists a direct sales phone line (+91-808 8919 888) on its homepage alongside a "Talk to an Expert" enterprise contact-center pricing flow.

Prospects reach Exotel via exotel.com, developer documentation and APIs, a GitHub repository, and Postman integration for self-serve API onboarding.

Core activity is running voice, SMS/chat, bot and contact-center infrastructure at 99.99% uptime handling 25 billion+ conversations a year.

Exotel builds AI Voice Agents, AI Chat Agents, Conversation Quality Analysis and Agent Assist tools, and integrated Cogno AI's conversational AI/co-browse technology after acquiring it in November 2021.

99.99%-uptime voice/messaging infrastructure capable of handling 25 billion+ conversations a year is a core asset underpinning the platform.

Exotel added conversational AI, omnichannel chatbot, live chat and co-browse technology to its stack through the November 2021 acquisition of Cogno AI, whose 60+ large BFSI enterprise customers included the State Bank group, HDFC group, ICICI group, Kotak group and Aditya Birla group.

Exotel monetizes across four product lines — Enterprise Contact Center, Business Phone System, Communication APIs (CPaaS), and AI & Automation — with "transparent, scalable, and flexible pricing designed to fit your unique business needs."

Employee benefits are the largest expense line: they made up 44.2% of overall FY23 expenditure, rising 43.3% to Rs 245 crore in FY23 from Rs 171 crore in FY22; the company cut headcount 15% to help narrow its FY24 loss.