2021 has been transformational for Exotel – we raised multiple rounds of funds, merged with Ameyo, acquired Cogno AI and emerged as leaders in customer engagement space in emerging markets.
From being a customer communication platform that could support only two channels, we became a full-stack customer engagement platform with the ability to support all channels and tools. Now, we have everything businesses can ever need to have connected conversations across customer journeys.
We are now starting 2022 on a high note. I’m happy to announce that Exotel has raised a $40 million Series D round led by Steadview Capital, a leading global investment firm headquartered in London.
We are incredibly grateful to each one of our investors and are looking forward to working closely with them to build the future of customer engagement in emerging markets. With this round of funding, we’ll move faster towards our goals and solve more significant problems for our customers.
What this means for you
“Customer centricity” has taken on a whole new meaning post the pandemic, and over the last two years, we’ve been hard at work helping our customers meet these new expectations. With Ameyo and Cogno AI adding key elements to our full stack offerings, we’re closer than ever to solving the biggest customer engagement challenges facing enterprises today.
This round of funding will enable us to build these solutions for you faster with our full-stack platform. Here’s what you can look forward to:
1. Less time spent managing & integrating different tools
In the last few years, both businesses and customers have started using newer channels and apps for communicating with each other. To power these conversations, businesses are now using more tools than ever and the overhead of managing and integrating these tools has become significant.
Exotel can finally eliminate this overhead for you – with Exotel, you now have access to a single platform that can power intelligent conversations across devices and channels seamlessly. This means zero time spent integrating and managing different tools, and more time spent having meaningful conversations with customers.
2. Contextual communication across channels
It’s common for customers to move a conversation from one channel to another. But, few businesses are able to transfer the context to the new channel and agent handling the conversation. This loss of context leads to broken customer experiences – customers have to repeat themselves all over again every time they switch a channel.
Via Exotel’s central customer data platform (CDP), your agents will have access to a single customer profile across channels. Our CDP will store all customer interaction data under these profiles automatically. This way, customers can resume conversations and pick up where they left off seamlessly.
3. Intelligent customer conversations on autopilot
A chatbot unable to identify/understand an issue is a common occurrence – most of us have experienced this at one point or another. While the adoption of chatbots has enabled faster responses to customers, there’s unarguable room for improvement – most bots lack conversational intelligence.
With conversational AI capabilities, Exotel will soon be able to help you have better conversations with customers on autopilot. This will not only save time and resources but also increase customer satisfaction in the long run.
4. Highly productive agents
With bots handling all basic queries and issues, your agents are free to focus on more meaningful tasks and conversations. Additionally, Exotel will offer live recommendations to agents while they’re talking to a customer based on their history and preferences, which will increase the chances of success.
Exotel will also aid seamless bot to agent transfers, which is essential to keep customers from having to repeat their problem all over again.
5. Sentiment analysis & timely intervention
Not all customer service requests deserve the same amount of urgency and attention. But, most businesses use a first-come-first-served model, which makes it impossible to filter out the customers that need attention urgently.
With Exotel, you will be able to flag calls and chats where the customer sounds distressed or where the issue sounds urgent. Additionally, based on customer history and the nature of the query, Exotel will be able to pair the customer with the right agent. This will ensure your agents tend to urgent issues first and avoid escalations and bad reviews.
What’s next?
We’ll be spending most of 2022 converging the platforms and products of Ameyo, Exotel & Cogno AI. This fresh round of funding will enable us to bring this all-in-one platform to you faster. Speak to us if you’d like to switch to Exotel+Ameyo’s full-stack platform for your customer engagement needs.
Here’s a copy of the press release that went out today:
Full stack Customer Engagement Platform Exotel Raises $40 Million in Series D Funding to Enable Enterprises to Deliver Connected Customer Experiences