Exotel announces integration with Zendesk to deliver voice capabilities in India

Exotel, a Cloud Telephony Platform, announced their partnership with Zendesk to provide end to end multichannel support to Zendesk’s customers in India. With this new partnership, Zendesk will include Exotel’s Voice Platform as a part of its customer support offerings in the region. Exotel will provide these solutions with an aim to extend comprehensive customer friendly solutions that are more meaningful, personal, and effective in the Indian market.

Exotel will be integrated through the Zendesk API to facilitate phone support from the same Zendesk family of products businesses currently use to manage all other channels. With full customer history, automatic ticket creation and call recording, this integration will allow agents to focus on conversations rather than workflow.

Speaking about the association, Shivakumar Ganesan, CEO & Founder, Exotel, said, “'We are excited to partner with Zendesk to make customer relationships even better. People in Asia love to connect through calls and SMS. So, these channels are crucial for businesses looking to improve customer happiness. To me, Exotel & Zendesk is like Romeo & Juliet: The story is incomplete if software and communication doesn't work well together.”

KT Prasad, Country Sales Director at Zendesk, adds, “Zendesk India is on a growth trajectory and we have always been open to complementary solutions that can support our growth in the region. Based on industry insights garnered from consumer research and feedback from our customers in India, we felt the need for voice to further empower our customers. We are excited to be partnering with Exotel in an effort to provide more comprehensive solutions in customer support.”

As a company, Exotel feels strongly about voice as a medium to engage the masses and believes that every business, irrespective of its size, should be able to utilize features like IVR, call recordings to sound more professional and serve their customers better. Exotel provides the basic building block that helps a company customize customer communication over calls and SMS.

About Exotel: Exotel is the most reliable and scalable cloud telephony platform in India. Founded by Shivakumar Ganesan, Ishwar Sridharan and Siddharth Ramesh in 2011, the company powers voice communication for over a 1000 businesses including brands like Ola, Uber, Flipkart, Quikr, Practo, etc.

Exotel’s aim is to help businesses talk to their customers with accountability, tracking and privacy intact. This provides for a better customer experience and also improves operational efficiency. Every day, the company enables over 3 million conversations between businesses and their customers. The number of calls handled by the platform grew by 400% in 2015-16.

Nasscom's Emerge Product conclave picked Exotel as one of the top 10 emerging startups in India. They were also named as one of the “Top 5 preferred B2B startups to work for” by YourStory in 2015.