Exotel, a leader in AI-driven customer engagement and experience solutions, is setting new benchmarks in the customer experience (CX) space with its ambitious product roadmap and vision for FY 2024-25.
At the core of Exotel’s innovation is its cutting-edge Harmony platform, an AI-first solution that revolutionizes CX by seamlessly integrating conversations, context, and workflows across multiple channels and systems.
Harmony is the foundation for enterprise-grade CX transformation, leveraging advanced AI technologies such as Generative AI voice bots and Conversational Quality Analysis (CQA). This powerful platform fosters smooth collaboration between human agents and AI, enabling businesses to deliver highly personalized, context-aware customer interactions. With intelligent routing and real-time decision-making capabilities, Harmony enhances customer satisfaction, optimizes operational costs, and drives revenue growth.
Exotel is reimagining how enterprises connect with their customers through this AI-powered approach, shaping the future of exceptional customer experiences.
The platform delivers tailored capabilities to address the customer engagement needs of banking, financial services, and insurance (BFSI), healthcare, e-commerce, and other industries.
“FY24 has been transformative for Exotel as we advanced our product strategy to empower enterprises with cutting-edge AI-driven solutions,” said Adarsh Dikshith, CFO of Exotel.
“Our focus on innovation and operational efficiency not only enhances customer outcomes but also creates new growth opportunities for businesses navigating the complexities of modern CX,” Dikshith added.
Alongside its product innovations, Exotel highlighted notable financial milestones in FY24. The company announced achieving profitability with positive EBITDA (Earnings Before Interest, Tax, Depreciation, and Amortization) in Q3 and Q4 of FY24. Exotel expects a robust 100% year-on-year EBITDA growth in FY25, reflecting its strong financial performance and strategic advancements. Furthermore, the company significantly reduced its FY24 losses by 65%, from ₹108.8 crore in FY23 to ₹38.8 crore.
Exotel powers over 7,000 businesses worldwide and enables over 25 billion conversations annually through its unified customer engagement platform.
Expanding its global footprint, Exotel has entered high-growth markets such as Saudi Arabia, the UAE, and the USA, unlocking new revenue opportunities and reinforcing its position as a leading provider of AI-driven customer experience solutions.
Commenting on Exotel’s progress, Gautam Mago, general partner at A91 Partners, an investor, said, “Exotel’s robust product roadmap and customer-centric innovation is inspirational for their customers and employees. The company’s commitment to constant improvement and transforming customer engagement through AI will allow Exotel to maintain its industry leadership status while continuing its financial growth path,” said Mago.
Exotel is focusing on maintaining its growth momentum by advancing AI-driven innovations and expanding its presence in global markets.
