Exotel launches enterprise contact center solution Ameyo XTRM

Exotel has launched Ameyo XTRM, a cloud-based omnichannel contact center solution for 99.5% uptime. Ameyo XTRM is a pure cloud-based enterprise product running on top of Exotel's scalable Communications Platform as a Service (CPaaS) that supports  up to 35 million calls per day and billions of calls in a year, said a statement from the company. Ameyo XTRM can now support large volumes of voice communications for up to 20,000 agents and supervisors per enterprise at a time. 

It is also equipped with AI-powered bots acting as the first line of customer engagement before agents need to intervene, reducing the dependence on agent intervention and improving their productivity. This will enable agents to focus more on complex queries. In situations where the bot finds a query challenging to handle after a particular point, it is supported by a seamless bot-to-agent transfer.

“Building upon the promise of the cloud, we’re delighted to launch Ameyo XTRM to support the digital transformation of companies across sectors, implementing a reliable, flexible, and scalable solution to modernize their customer support capabilities,” said Shivakumar Ganesan, co-founder and CEO, Exotel. He added, “with the additional ability to offer fully regulatory compliant cloud calling, over time, Exotel has emerged as one of the few key players in India providing a truly unified solution for customer engagement. The launch is just a precursor to expanding our capabilities, adopting and incorporating emerging technologies and capabilities in our product suite.” 

Ameyo XTRM is equipped with a pan-India Unified License Virtual Network Operator (UL-VNO) and offers fully-compliant bundled telephony services as per telecommunications regulations. Consequently, it is quick to deploy and does not require implementing or updating legacy infrastructure to begin incorporating it into CX practices, added the company.

According to a CMO Pulse Report launched by Exotel, surveying 263 marketing leaders, customer retention over acquisition emerged as one of the most prominent marketing themes for 2023. In addition to that, the cloud contact center market is undergoing significant transformation, with Gartner predicting that by 2024, 85% of customer support operations will be driven by cloud-based infrastructure, up from less than 20% in 2019. The growth is influenced by increasing migration from on-premise to cloud models in emerging markets, as well as a proclivity towards AI-based interactive tools for quick customer resolution.