Shape the future of CX with our AI-engineered, Unified Customer Experience Intelligence (oneCXi) Platform.
Explore how Ozonetel leads with a unified, AI-engineered CX stack built for enterprise agility.
| Capability | Ozonetel | Exotel |
|---|---|---|
| Platform Integration | Unified CX stack (CCaaS + CPaaS + UCaaS + AI) | Fragmented CPaaS approach |
| Native AI agent builder | Custom AI agents for specific task | Basic automation |
| Omnichannel Engagement | Voice + chat + email handled concurrently by same agent | Partial multichannel |
| IP Calling / App-to-App | Yes | No |
| Screen Recording | Available for all interactions | Not supported |
| Drag & Drop Dashboards | Fully customizable & intuitive | Not Available |
| CRM Integration (Multi-Account) | Multi-CRM support within a single account | Limited integration capabilities |
| Screen Popup | Robust, real-time screen popups with caller data | Basic functionality |
| APIs & Integrations | 40+ channel integrations, extensive APIs, 360° customer view | Fewer APIs, lacks unified customer data across channels |
| Field Force Enablement | Real-time tracking, masked IDs, centralized ops control | Lacks depth in field operations management |
| Compliance & Security | HIPAA-ready, ISO 27001, data residency, encrypted, audit-logged | Limited enterprise compliance |
| Dialers | Progressive dialer supports both agent-first & customer-first modes | Only customer-first dialing |
| IVR | Advanced multi-level IVR with priority routing | Basic IVR capabilities |
| Pricing | Transparent, simplified pricing with higher value delivery | Less clarity on pricing vs value |
| User Experience | Drag-and-drop dashboards, agent-level views, DIY-friendly setup | Lacks DIY capabilities and intuitive interfaces |
| Reporting | Advanced, customizable reporting dashboards | Limited |
| Analytics | Deeper insights into call performance and customer interactions | Less comprehensive, limits data-driven decision-making |
| Call Summarization AI | Automatically summarizes calls with context, intent, and actionables | Basic summarization. Lacks context & intent |
| Voice AI Agents | Intelligent, multilingual voice automation for human-like conversational experiences | Lacks depth needed for personalization across industries |
| Chat Bots | Custom bots for lead capture, sales, and support | Limited bot capabilities |
| Agent Assist | Smart suggestions to agents with full visibility into customer sentiment and intent | Lacks real-time assistive features & contextual support |
| Knowledge AI | Centralized, AI-curated knowledge base deeply integrated into workflows | Primarily functions as a standalone tool, lacks contextual integration into agent desktops |
| Voice of Customer | Built-in VoC engine with sentiment monitoring, SWOT insights, and escalation triggers | No dedicated VoC framework; lacks custom insights, sentiment mapping |
| Automated Quality Audit | AI-led QA with real-time monitoring, scoring, coaching triggers, and compliance tracking | Lacks automated coaching workflows, emphasize compliance-grade audit workflows |
