# Exotel Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Exotel the right IVR solution for you? Explore 69 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/233144/Exotel/reviews --- Exotel 4.3 (69) [View alternatives](https://www.capterra.com/p/233144/Exotel/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Exotel Ease of use 4.3 Customer Service 4.1 ## Pros and Cons in Reviews SK Surya K Sr. ManagerEducation Management, 10,001+ employeesUsed the software for: 1-2 years. “The setup process was straightforward, and the integration with our CRM and other tools has made it easy to manage customer interactions from one place.“ November 14, 2024 SK Surya K Sr. ManagerEducation Management, 10,001+ employeesUsed the software for: 1-2 years. “While Exotel offers reliable call quality, I’ve found the platform can sometimes be difficult to navigate, especially for new users.“ November 14, 2024 PD Pooja D Senior Manager Quality and ImplementationEducation Management, 201 - 500 employeesUsed the software for: 6-12 months. “User friendly Interface, easy to access dialer“ November 26, 2024 PP Puvinthan P Sales & Operations Marketing ExecutiveHospital & Health Care, 51 - 200 employeesUsed the software for: 6-12 months. “The after sales services from Exotel is horrible. If any of you planned to purchase the product be very sure that you only purchase it 1 time at 1 go. If you wanted to add-in, you will have to wait for ages to get your request done.“ January 21, 2022 Kt Kiran t UC Engineer IIIFood & Beverages, 10,001+ employeesUsed the software for: More than 2 years. “Easy way of App Customization,Call Connectivity,App Features,Exophone Number purchasing options,“ March 9, 2023 Piyush Narayan R Manager- MarketingInformation Technology and Services, 5,001 - 10,000 employeesUsed the software for: More than 2 years. “Firstly their analytics feature is very basic.“ May 17, 2022 Piyush Narayan R Manager- MarketingInformation Technology and Services, 5,001 - 10,000 employeesUsed the software for: More than 2 years. “This helps in training the callers in an efficient way.“ May 17, 2022 SK Senthil K Manager operations Banking, 51 - 200 employeesUsed the software for: More than 2 years. “We get billing error from a matured so called technology driven company !!!“ June 21, 2022 ## Showing most helpful reviews Showing 1-25 of 69 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Tapesh B. Alphonic Network Solutions Information Technology and Services Used the software for: 6-12 months ### "Best Software for cloud and virtual Telephony in India " October 31, 2019 5.0 Team is very helpful to setup your number and the things you needed they will understand your requirement. Pros Their marketplace is the best thing that i used with the software everything is pre-default and its great along with easy to use. Just like plug and play services. Cons They are not providing services out of India so we have to manage multiple options for Indian customers and for other countries customers. Review Source VR Verified Reviewer Business Analyst Package/Freight Delivery Used the software for: 6-12 months ### "Product with great options" October 21, 2019 5.0 Exotel has been a key to connect with customers and also keep data privacy intact. We use it as a help line for our delivery partners and they also are able to connect with multiple agents with just a single help-line number. Exotel, is a great product for service industry. Pros Data security is key to our organization and Exotel has helped us a lot in achieving the same. We have been using exotel to help our delivery partners connect with customers. Exotel helps bridge that gap by keep the customer contacts anonymous. Cons Even if our agents are busy on some other call, it does not tell you a busy tone. You as a caller, will still hear 'ringing tone' and if no one answers your call, you will feel that the call was not pickedup. While in reality, all the agents were busy hence, the call was not even connected at all. Alternatives considered [CallHippo](https://www.capterra.com/p/159578/CallHippo/) Reason for choosing Exotel I have used it before in my previous organisation. Hence, it was an easy choice for me. Review Source PS Prasanna S. CEO Automotive Used the software for: 1-2 years ### "My take on Exotel" October 23, 2019 3.0 It's been pretty good. Reaching support is a bit of a challenge. However we could sort out our issues after a quick visit to your offices in Bangalore. Pros We liked how easy it was to setup the whole process. We felt that the UI & UX was amongst the best in the cloud telephony space. Cons There are a couple of issues with the way reports are generated. There are a lot of call drops-we are unable to figure out why we have so many abandoned calls though there have been free agents. Would love it if there could be some kind of timing mechanisms set up to figure out how long the customer had to wait before connecting to an agent. Would certainly help us and other clients with improving our own SLAs. Reason for choosing Exotel Ease of setup & having a company with a presence in Bangalore helps us reach them if there are any issues. Switched from [CloudAgent](https://www.capterra.com/p/149038/CloudAgent/) We have tried both the kookoo agent and super receptionist. We feel that in terms of call quality and patches kookoo is the best available in India, however their UI/UX & the setup is a complete pain. Would never recommend super receptionist. We had the worst experience with the software as well as support from them. Review Source PP Puvinthan P. Sales & Operations Marketing Executive Hospital & Health Care Used the software for: 6-12 months ### "A Good Product with a Lousy After Sales Services" January 21, 2022 4.0 The after sales services from Exotel is horrible. If any of you planned to purchase the product be very sure that you only purchase it 1 time at 1 go. If you wanted to add-in, you will have to wait for ages to get your request done. All of the customer support only be nice when you are a new customer. Thereafter, you are invisible for them. No call, No email or No Chatting can help you. A good product under a lousy customer service support. Pros 1\. Very easy to use and monitor your calls 2. Cons 1\. It has to do some presetting by installing a 3rd party software, prior using the number through the software Alternatives considered [RingEX](https://www.capterra.com/p/242188/RingCentral-MVP/)[CloudAgent](https://www.capterra.com/p/149038/CloudAgent/)[Twilio](https://www.capterra.com/p/180158/Twilio-Communications-Platform/) Reason for choosing Exotel The rate is very affordable and trusted the use will be easier with good after sales support. But the other way around happened and experienced. Review Source SK Surya K. Sr. Manager Education Management Used the software for: 1-2 years ### "Exotel Feedback" November 14, 2024 5.0 Pros We’ve been using Exotel for our customer support and communication needs, and it has been a fantastic experience. The platform is incredibly reliable with clear call quality and minimal downtime, which is crucial for our business. The setup process was straightforward, and the integration with our CRM and other tools has made it easy to manage customer interactions from one place. Cons While Exotel offers reliable call quality, I’ve found the platform can sometimes be difficult to navigate, especially for new users. The user interface feels a bit outdated, and it can take some time to figure out how to access certain features. Review Source MF Mohamed F. Cloud Deployment Engineer Information Technology and Services Used the software for: 2+ years ### "Excellent Product so far with little hiccups " October 21, 2019 3.0 Pros Ease of Use is awesome, i didn't need anyone's help to create and customize the product. Most of the features expected from the telephony company is present and with such ease of using it. Call recordings how the call was routed and who picked up the call what happened to call everything was present and with much user-friendly interface Cons I hope they solve the interconnectivity between the different service providers. There was a lot of issues with voice when agents used airtel. voice is a huge issue sometimes we will not be able to hear voice clearly Alternatives considered [Freshcaller](https://www.capterra.com/p/165078/Freshcaller/) Reason for choosing Exotel Ease of use and since its on the cloud, not fear of connectivity issues if internet goes down Review Source SM Saurabh M. Associate Manager Education Management Used the software for: 1-2 years ### "Exotel Review" November 14, 2024 5.0 Pros Very Good In use easily call history available. Cons Some time date not easily we set to find call recording. Review Source Jaydeep R. IT Application Manager Financial Services Used the software for: 6-12 months ### "Good Product but No Support from Post Sales Team" November 21, 2022 3.0 Best at Sales worst after post sales Pros Product look and feel and its configuration setup Cons No Support from top to bottom team members post sale. Very worst experience once the payment is done to the company. To much depended on FAQ's and no actual support Reason for choosing Exotel Pricing Switched from [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/) Cost and Downsizing of the company Review Source Rohan P. Technical Support Engineer Information Technology and Services Used the software for: 1-2 years ### "A good Call forwarding tool" January 25, 2019 5.0 The calls were taken care of. Pros Exotel is a good tool to have vritual landline numbers and forward the calls to mobiles. Also, calls can be forwarded easily and SMS is available too. Cons The Exotel app is very crude and needs a serious re-design. Review Source Krishna C. Product Manager Hospitality Used the software for: 1-2 years ### "Lacks finesse but covers up in consistency" October 21, 2019 4.0 Pros Custom integrations Flexibility from their support team Cons The user experience is very bad. There is no option to duplicate flows, which is essentially the most time-consuming part. Another user aspect would be the ability to reorder applets in flows instead of having to rebuild the entire thing again if an applet needs to be deleted or replaced. The reports can be more customizable as well, giving the admin more control over the data and the views. Sometimes the integrations are buggy, which can be improved. Review Source CSS Chiranjeevi S S. Asst Manager Accounting Used the software for: 2+ years ### "BEST SOFTWARE IN MARKET" October 21, 2019 5.0 Overall experience with this software is amazing. Better than from other softwares in market. Would recommend other clients to use this software. Pros The software is very use friendly easy to use this software helped us to drive the performance on floor. We get multiple option in this software we review. Best customer support from exotel team using this software from 3 plus years. Cons We need to have real time management in this software. Review Source MP Maulik P. Owner Information Technology and Services Used the software for: 1-2 years ### "Easy to use virtual phone" October 22, 2019 5.0 We use a virtual number to provide support to our customer, with easy API we find user type like free or premium & divert call accordingly, also it's very useful when we have some holiday announcement or to notify the user when the support team is offline! Pros it's very easy to use, support team is also very helpful & system have many features that suits all our business need Cons I think you need to build a Mobile App so I can manage my VR number from mobile Reason for choosing Exotel I got free trial & free credit from exotel & i found it's very easy to use & it has all function that I need! Review Source JG Jayanth G. Sr Manager Hospital & Health Care Used the software for: 2+ years ### "Excellent Product" October 21, 2019 5.0 Have had a great experience using exotel. I'm sure I will bring them into every organisation that i work with Pros Ease of setting up, highly configurable based on the process, routing logics, integrations available, ability to send masked sms, Cons The ability to not connect to fixed landlines but rather connect only to agent mobile phones. Review Source DK Deepanshu K. Marketing Manager Renewables & Environment Used the software for: 2+ years ### "A good platform to keep track of calls" October 21, 2019 5.0 Pros It's easy to use software which helps me to analyse the count of inbound calls from campaigns as well as to monitor my team activity individually. Cons The maintenance keeps going on which sometimes delays in providing the call details. It is quite irritating for me Review Source VD Venus D. Senior Manager - Customer Support Information Technology and Services Used the software for: 2+ years ### "Nice Product" October 21, 2019 4.0 Pros Efficient APIs, Ease of Use, Great customer support team Cons Downtime happens very often. Although we are informed about the same, however services go down at that time. Review Source FS Farhan S. Co Founder Information Technology and Services Used the software for: 2+ years ### "Proactive support is lacking" October 21, 2019 3.0 Pros Designing the flow of calls & training the users is easy. Cons Conference call facility & calling DND nos is an issue. Look to see good mobile app. Review Source PG Preeti G. Development Manager Hospital & Health Care Used the software for: 1-2 years ### "Exotel Features and Quality" October 21, 2019 4.0 Good Pros This software is easy to use. Easy to make call flows, providing good features like call recording, missing calls, dialog box for showing current call etc... Cons Sometimes I felt, you people missed small features like editing and copying of any flow. I do not like your ringtone. Review Source VM Vijil M. Sr. Manager - IT Computer & Network Security Used the software for: 2+ years ### "We use for outbound calling." October 21, 2019 5.0 Good Pros Auto outbound calling is most like from Exotel Cons Exotel is charging two legs charge for two way conversation. Review Source AA Arif A. Operations Manager Health, Wellness and Fitness Used the software for: 2+ years ### "Exotel product Review" October 23, 2019 4.0 Quick and easy method to contact customers and keeping a record. It also helps in managing call routing and IVR. Pros It helps in managing small support groups without the need of investing on hardware. It is easy to configure and manage without having to write codes. Cons Reporting needs to be improved a lot, this one feature if built properly can be a game changer for Exotel Reason for choosing Exotel N/A Review Source AO Ashish O. Team Lead Health, Wellness and Fitness Used the software for: Less than 6 months ### "Exotel Review" February 21, 2023 5.0 Overall experience is very good. easy to use. Pros Easy to use and makes call. easy to track daily activity. Cons Maximum call fall under DND . call landing over the phone delay time is bit heigh Review Source sA suyash A. Mnagaer Computer Networking Used the software for: 6-12 months ### "Suyash review" October 21, 2019 4.0 Excellent one Pros Everything is good. Even when there is outage the product is not affected much. Cons Should give suggestion, whenever a user try to dial out a wrong number Reason for choosing Exotel Very famous in market Review Source DB Deepak B. Managing Director Information Technology and Services Used the software for: 6-12 months ### "Awesome Customer Service" October 15, 2019 5.0 Good Pros Its easy to setup and use. Evrything is available on your portal. Cons They should have minimal rates for startup atleast for messages. Review Source AL Avery L. Director Recruiting Real Estate Used the software for: I used a free trial ### "Worst Support I've ever received" January 17, 2020 1.0 Overall? Spending days on the phone with nothing getting resolved. Pros Nothing. I literally cannot even say that canceling it was pleasant, as it required many hours of time on the phone with their support who kept telling me Cons Terrible customer service Terrible pricing model Terrible api documentation Review Source PD Pooja D. Senior Manager Quality and Implementation Education Management Used the software for: 6-12 months ### "User friendly Interface, easy to access dialer" November 26, 2024 5.0 Had a great experience with exotel, good User-friendly Interface, easy to access dialer, very useful to track calling and call recording to audit and process improvement Pros User friendly Interface, easy to access dialer Cons Nothing, all the features are very well and smooth working Review Source VR Verified Reviewer Manager- Marketing Information Technology and Services Used the software for: 2+ years ### "Exotel: Enabling hassle-free handling of your Inbound contacts " May 17, 2022 5.0 Overall, We are happy with the basic functionality of this tool. It solves our purpose. Inbound lead handling has been optimized to a great extent. Pros Exotel is mainly used by our Inbound Marketing and Customer Support teams. The most likable feature of exotel is that it is very easy to set-up. You will not need any formal training to design the workflows on this. Secondly, pricing of the product is reasonable for any small and medium sized business. Lastly, the recording and voice quality of the calls are crystal clear. This helps in training the callers in an efficient way. Cons Even though, Exotel has a very easy on the eye platform, It lacks in advanced features. Firstly their analytics feature is very basic. The excel that you import does not provide the wholesome picture. Secondly, it would be great if we could integrate it with our CRM tool. Competitor of Exotel do have integration features. Review Source Similar Products Featured ## Related categories [Telephony](https://www.capterra.com/telephony-software/)[IVR](https://www.capterra.com/ivr-software/)[Call Center](https://www.capterra.com/call-center-software/)