List of Exotel Platform Customers
Bangalore, 560071,
India
Since 2010, our global team of researchers has been studying Exotel Platform customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Exotel Platform for Customer Engagement from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Exotel Platform for Customer Engagement include: Khan Bank, a Mongolia based Banking and Financial Services organisation with 1000 employees and revenues of $250.0 million, Shiprocket India, a India based Distribution organisation with 1600 employees and revenues of $199.0 million, Shaadi India, a India based Media organisation with 1200 employees and revenues of $100.0 million and many others.
Contact us if you need a completed and verified list of companies using Exotel Platform, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Exotel Platform customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Khan Bank | Banking and Financial Services | 1000 | $250M | Mongolia | Exotel | Exotel Platform | Customer Engagement | 2022 | n/a |
In 2022, Khan Bank deployed the Exotel Platform for Customer Engagement across its Mongolian operations to centralize customer service and contact centre training. The deployment targeted retail banking support and frontline contact centre teams, positioning the Exotel Platform as the primary cloud telephony and contact centre layer supporting inbound and outbound customer interactions.
The Exotel Platform implementation combined cloud telephony with contact centre capabilities, including interactive voice response flows, programmable call routing, agent desktop access for voice handling, and call recording and monitoring for quality assurance. Configuration focused on queue management, skill based routing, and session controls typical of Customer Engagement deployments, while the Exotel Platform provided the cloud native telephony infrastructure and contact handling modules.
Operational coverage included customer service and contact centre training programs across Khan Bank's Mongolian sites, enabling standardized call handling scripts and monitored coaching workflows. Governance changes emphasized formalized quality monitoring and training feedback loops, integrating call monitoring into agent performance and learning processes to improve support consistency.
The case documents process improvements in banking customer support and contact centre training, improving operational efficiency and customer experience through the Exotel Platform implementation. Khan Bank used the platform to institutionalize contact centre practices and scale cloud telephony capabilities across its service channels.
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Shaadi India | Media | 1200 | $100M | India | Exotel | Exotel Platform | Customer Engagement | 2023 | n/a |
In 2023, Shaadi India implemented Exotel Platform as its Customer Engagement solution to scale inbound customer support and cloud telephony capabilities. The deployment expanded support from a handful of agents to a large 24x7 support operation and increased customer coverage by ~20% as reported in the case study.
The implementation leveraged Exotel Platform contact center capabilities, including interactive voice response flows and click to call features, to standardize inbound call handling and self service routing. Configuration work focused on call routing and queuing, IVR menu design to deflect routine queries, and provisioning of agent-facing telephony controls that are typical for cloud contact center deployments.
Operationally the Exotel Platform was used across Shaadi.com support teams in India, moving the business function of customer support to a continuously staffed model. The deployment emphasized inbound support workflows, agent handoff procedures, and centralized telephony orchestration to manage increased call volumes and coverage.
Rollout was executed as a scale up from a small team to a 24x7 operation, which required process adjustments for shift coverage, standardized call handling protocols, and centralized monitoring of telephony performance. The case study cites the increase in customer coverage by ~20% as a direct outcome of the Exotel Platform implementation.
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Shiprocket India | Distribution | 1600 | $199M | India | Exotel | Exotel Platform | Customer Engagement | 2018 | n/a |
In 2018, Shiprocket India implemented the Exotel Platform for Customer Engagement. The deployment centralized logistics customer communications across India, targeting last mile delivery and customer support channels to improve delivery updates and rescheduling workflows.
Implementation leveraged Exotel Platform omnichannel capabilities, specifically SMS, IVR and WhatsApp, to instrument automated delivery notifications, IVR enabled call handling and asynchronous messaging for customer responses. Configuration emphasized workflow orchestration for delivery status propagation and reschedule request handling, using platform call flows and messaging templates to standardize notifications and reduce manual contact center steps.
The rollout operated as a multi year partnership with Exotel, which cites a seven year engagement, and covered Shiprocket India operational sites nationwide. Reported outcomes include improved SMS delivery rates to approximately 95 percent, a roughly 60 percent WhatsApp response rate and better call pick up, reflecting increased engagement across last mile delivery and customer support functions.
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