The past decade has accelerated change at an unprecedented pace across leading financial firms. Undoubtedly, the fintech and digital payments revolution has advanced the future of the entire industry into a reality today.

But this century’s biggest event, the COVID pandemic, has picked holes in the industry’s current business and…


Over the last decade, India has more than quadrupled its internet penetration rate. It’s now easier and more affordable than ever to access a high-quality internet connection in India. As a result, more and more businesses are eyeing VoIP to power their customer communication. …


If you have dialed a business number and heard a voice that said “Welcome to the company. Please press 1 for support and 2 for sales” then already know what an IVR is. IVR or Interactive Voice Response has revolutionized voice interactions. …


Finance, as an industry, has seen an interesting evolution in India. And so has the communication strategy. From verbal contracts to SMS alerts, we’ve come a long way. The communication plan of a financial institution must be built to suit the context of customer expectations and experience.

A financial institution’s…


With technology growing at a rapid pace, customers expect to have prompt communication experiences when they research on buying a product. The four major ways a customer can make a connection with a brand could be over call, SMS, E-mail, in-person at the store or social media. …


Over the past couple of years, customer-facing businesses that solely relied upon the traditional call centre setup faced business discontinuity. This is where the need for a remote infrastructural shift arose, with cloud phone services as part of a remote work solution.

This shift to the cloud happened mainly because…


You already have a fully staffed contact centre. Yet you still feel like you can better your customer experience.

You have a small business, but you feel like the size of the business sometimes hampers your opportunities.

It would be nice to have a viable solution, isn’t it? …


One of the biggest challenges which the SaaS ecosystem faces in the present world is deprecating value propositions with time. This happens because of companies working in silos. While each of these companies is delivering awesome applications to their respective customers and solving their problems in the best possible manner…


The Telecom Regulatory Authority of India (TRAI) is constantly looking for ways to improve end-user experience. Their goal is to eliminate spam and fraudulent commercial communication and they keep introducing various regulations periodically to safeguard end users. However, their latest regulation passed in 2018 has made it extremely difficult for…


Business communication is evolving. Customers have a range of preferences, and businesses are listening. They are supplementing existing channels like email with automated, new-age channels like chatbots. To offer better personalisation even if customers shifted across channels, businesses need an integrated communication stack.

However, setting up the communication logic behind…

Exotel — Asia’s leading cloud telephony company

We make customer communication simple & efficient for enterprises in India & SEA. Follow us for stories on building a profitable startup http://exotel.com

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