Exotel, Asia’s largest cloud telephony platform, announced that it has been working with several organisations in India to move their customer call center to the cloud. Due to the coronavirus, all countries are under lockdown forcing businesses to adopt remote working as a way to contain the pandemic. This has particularly impacted the companies’ customer facing teams like sales and support since they traditionally are not remote functions.
As a result, Exotel has been working with banks, broking firms, fintech companies, education startups, NGO, BPOs, etc. to move their call centers to the cloud.
Speaking about this, Hanan Delvi, Head of Client Relations, Zerodha, said, “Stock broking is not an easy business to run as it is, but when the environment changes like it has recently, it gets quite challenging. We needed to move to a distributed workforce instantly to continue to serve our customers and Exotel made it really easy to transition.”
With Exotel’s remote call center solution, calls from customer facing numbers can be forwarded to the agent’s mobile phone directly. This is a robust and simple solution that will work seamlessly even in places where agents face issues with low bandwidth and internet connectivity. Since the agents do not have to use the public internet for answering calls, there is no fear about security compromise. This solution also works without any lags and has superior call quality.
Speaking about this, Shivakumar Ganesan, CEO, Exotel, said, “Exotel is the vision with which Exotel was conceived. We wanted to enable every organisation to run a virtual distributed call center at scale. We are happy to help large organisations enforce their BCP and contain the pandemic by helping organisations put their employees first and helping them work from the safety of their homes.”
HrNxt.com Newsdesk has researchers and writers with an excellent domain knowledge about the talent ecosystem, and the business environment. The team keeps a tab on the latest happenings in the ecosystem to bring most relevant news and insights for our readers. You can connect with our newsdesk at newsdesk@hrnxt.com.