Exotel featured in The Contact-Center-as-a-Service Platform Landscape, Q4 2024
Forrester's CCaaS Platform Landscape, Q4 2024 maps the contact center providers worth evaluating in 2025. Exotel is included for the depth of its omnichannel engine and the AI it ships in production today.
About this report
What Exotel delivers
Four areas the report touches on.
Omnichannel customer service
Voice, SMS, WhatsApp, and more on one platform, with context that moves with the customer.
Outbound engagement
AI-powered campaigns, personalized outreach, and timely updates that lift pickup and conversion.
Intuitive self-service
Virtual agents and generative AI chatbots that handle repetitive queries, around the clock.
Agent productivity AI
Agent assist with real-time recommendations, smart routing, and conversational analytics.
Who this is for
Heads of customer service
Get an analyst view on a CCaaS provider serving BFSI, ecommerce, and retail across APAC, MENA, and Africa.
Contact center and CX leaders
See how a converged CPaaS, CCaaS, and AI stack compares against best-of-breed point tools.
Procurement and vendor strategy
Use the Forrester recognition to inform a shortlist that needs to defend in front of a board.
Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here.
