Exotel: an advanced enterprise customer engagement platform, which elevates customer experience before customers raise their expectations, launches in UAE

Dubai: Exotel, a leading full-stack customer engagement platform, announced the launch of its cloud services in UAE which will raise the bar for customer experience in the region. The organization aims to provide businesses with advanced communication tools to improve customer engagement.  The move is part of Exotel’s efforts to strengthen its presence in the Middle East and North Africa region.

Exotel, has previously been present in the UAE through its entity Ameyo, providing cloud contact center capabilities to clients like DAMAC, IKEA, and Al Ansari Exchange. The company will now expand its operations in the country by offering its full range of enterprise customer engagement tools, across SMS, voice, Whatsapp APIs, Omnichannel contact center and Conversational AI. It has set up local infrastructure in partnership with  DU and Etisalat, and will provide businesses with integrated communications offerings, security features, and an intelligence layer to monitor customer sentiment.

Exotel’s platform aims to address challenges faced by digital businesses such as a lack of powerful & flexible communication APIs, and granular insights from the ground and will allow businesses to set up and go live in less than 20 mins. The company plans to increase the number of digital-native companies in its multiple Emirati client bases, such as those involved in e-commerce, proptech, and logistics tech.

On scaling their operations in UAE, Shivakumar Ganesan, Co-Founder & CEO, Exotel, said, “This is a significant milestone for our company and it allows us to expand our reach and offer our innovative communication solutions to a wider audience in the UAE. Businesses will now have access to a comprehensive suite of innovative communication solutions that will help them improve customer service, streamline operations, and reduce costs.”

“UAE is a strategic market for Exotel, as the country has a rapidly growing economy and a large number of businesses. With a local infrastructure setup in place, we will be able to offer our platform to a wider range of businesses, ranging from SMEs to large Enterprises,” he added.

Exotel has rolled out its services and will be onboarding UAE customers in February 2023.

Exotel’s platform is designed to help businesses streamline their customer engagement process, by providing a suite of communication tools, including voice, SMS, and chat. The platform also includes advanced analytics and reporting capabilities, which allow businesses to better understand customer behavior and improve their engagement strategies. Its full-stack range of communications tools is hosted entirely on the cloud, presenting businesses with a light, agile, and customisable customer engagement architecture. The company’s platform powers conversations to a scale of over 70 million conversations a day worldwide with uptimes of 99.95% including both software and operator uptimes with rigorous criteria for onboarding its operators.

Talking to The Brew News, Sachin Bhatia, Founder & Chief Growth officer of Exotel explained the approach of his company towards the expansion and use of technology, from the end user’s point of view. He informed Exotel a 12-year young company that started something very unique in the cloud management sector. It started as cloud communication and in the last 18 months, we are into cloud customer engagement platforms. Exotel reduces and compiles all the touch points of customers during the interaction. As all the touch points belong to different systems, Exotel will channelise all the systems in one linear direction towards to customer and the customer will have a choice to pick the easy and handy mode of communication as per her convenience.

Exotel serves its customers in about 63 countries, but outside of India UAE and Indonesia are two markets where the company is launching everything on our own cloud system. Globally we serve about 7000 Plus customers in 63 countries nad 70 million interactions a day. On the question of Why UAE? Sachin Bhatia replied that, this country cares about experience as well if you see how the government looks at some of the infrastructure and Citizen Services charters, and how retail and real estate behave here. I think this market really cares about the experience so we believe UAE is the gateway into the Middle East and hence the investment first in UAE.

Annie Sharm, Customer Service Manager, INAYA Facilities Management Services, said, “Our business requires us to manage a high volume of interactions at any given point in time. For us to provide the right quality of service to customers, we needed a solution capable of meeting our requirements. Ameyo proved to be the right solution we were looking for. Effectively it has managed all of our communications with our customers as well as providing us with real-time analytics, allowing us to keep track of our performance and make continuous improvements. We look forward to Exotel further expanding its services in the UAE so we can take full advantage of its tools for successful customer experiences.”

Ehab Madanat, Executive Manager, Jordan Ahli Bank, said “After a great deal of research on multiple renowned solutions, we zeroed in on Exotel because of its customer-oriented application, the dexterity of the solution to adapt to the changing business environment, and its cost-efficiency. Within a month of deployment, we were able to see tremendous growth and improvement, and better management in our outbound campaigns. Exotel improved our SLA by 27% and employee productivity by 13%.”