Exotel

Exotel is an AI-first customer experience platform that processes over 25 billion interactions annually for leading brands across industries. It runs AI agents, contact center operations, and streaming infrastructure on a single unified architecture, offering 99.99% uptime and sub-300 millisecond voice latency over a telecom-grade foundation. The platform is built around keeping automated handling and human judgment in balance, with every conversation carrying intent, sentiment, and history across bots, agents, and teams. With 150-plus prebuilt integrations, most companies can connect their existing tools without heavy custom development work.

For BPOs and contact centers, Exotel's AI Agent Assist delivers real-time context, sentiment history, and next-best actions during live conversations, so agents respond faster and with more relevance. Routine queries are handled by AI, targeting up to a 75% containment rate, while agents step in when judgment or empathy matters. One agent can monitor multiple AI conversations simultaneously and take over when needed. Supervisors get live dashboards and proactive alerts, and the platform automatically analyzes 100% of interactions for quality, compliance, and sentiment. Those findings cycle back into AI training and coaching workflows, compounding performance over time.