Q] What are the unique ways in which Exotel helps businesses?
Exotel enhances the customer experience for B2C businesses by providing integrated communication solutions. Our offerings include a modern contact centre platform with built-in telephony, designed to streamline agent productivity and scale operations efficiently. Our AI-powered tools, such as voicebots, chatbots, and context-driven customer engagement solutions, create personalised experiences by analysing customer interactions to build a conversational profile. This helps brands deliver relevant, spam-free content across channels. Additionally, our hybrid approach to automation enables bots and human agents to work in sync, improving efficiency while maintaining a human touch. Exotel’s combined telecom infrastructure, contact centre, and AI capabilities empower businesses to deliver impactful, human-like customer experiences.
Q] You’ve partnered with major brands like Indeed, Uber, Swiggy, and Zomato. Are there any recent projects or collaborations you’d like to highlight?
There are several interesting projects that we are working on. We’ve recently partnered with Shaadi.com, focusing on building trust within their user base. This collaboration helped boost their customer coverage by over 20%. Another noteworthy project was with Future Generali, involving an innovative approach that we developed together. In the UAE, we teamed up with Deem Finance, a major financial company, and with Medcare, a leading hospital chain. For Medcare, we worked to reduce revenue loss from appointment no-shows by implementing a comprehensive communication system, including reminders, appointment scheduling, and navigation support, which they now heavily rely on.
Q] Exotel achieved a revenue of over INR 400 crore in FY 2023. What are your growth targets for the future, both in terms of revenue and market expansion?
We are profitable and on a strong growth trajectory. We are seeing EBITDA growth quarter-over-quarter and month-over-month. We’re a more attractive choice for customers today. Our net promoter score (NPS) is also in triple digits, growing over 100% month-on-month. This is clear proof of our customers’ confidence. While others in the industry worry about churn, we’re thankful for the loyalty of our customer base.
Q] Going ahead, what markets do you plan to enter?
Given the current opportunity size, we want to concentrate on how to progress further. Our approach is to do focussed outreach and drive outcomes in a targeted manner. Therefore, our primary markets will be the Middle East, North Africa, Southeast Asia, and India.
