Thursday, November 20, 2025
Exotel has announced the launch of Harmony, a next-generation AI-human orchestration platform that integrates voice, messaging, and AI into a single, intelligent CX operating system. This innovation marks a major leap in the company’s journey toward AI-powered customer experience (CX) transformation.
According to Exotel, the adoption of Harmony is expected to drive double-digit revenue growth by FY27, reflecting the increasing enterprise demand for AI-human orchestration technologies.
Marking a new era in its 14-year evolution, Exotel now joins the global elite capable of blending voice, video, messaging, and AI within a full-stack architecture. The company’s transformation from a communications enabler to an AI-first CX orchestrator underscores its commitment to intelligent automation and empathy at scale. With its advanced Agentic AI framework, Harmony shifts organizations from AI-assisted agents to human-assisted AI — revolutionizing how customer interactions are managed.
As CCaaS, CPaaS, and Conversational AI solutions continue to expand at more than 20% CAGR, Exotel is strategically positioned to lead this wave of CX innovation. The Harmony platform enables up to 60% automation, boosts productivity by 15–20%, and ensures 99.9% uptime — creating an empathetic, context-aware environment that enhances every customer journey.
Currently, Exotel powers over 25 billion customer interactions each year, including 4 billion AI-driven conversations across 7,000+ global enterprises such as Apollo 24|7, HDFC Securities, Future Generali, JSW, and MG Motor. With Harmony, the company is set to deepen its footprint across Southeast Asia, the Middle East, and Africa — expanding its reach in emerging digital economies.
Speaking about the launch, Sachin Bhatia, Co-Founder and Chief Growth Officer at Exotel, said, “Today’s customer expectations demand smooth, seamless interactions across all touchpoints, regardless of channel or complexity. Businesses must integrate human expertise, automation, and AI to deliver empathy at scale. With Harmony, we’re redefining how enterprises design and deliver connected, intelligent experiences that are predictive, compliant, and continuous.”
Adding to this, Mohit Jamwal, Vice President – Solution Strategy & Product Marketing, noted, “The next wave of CX innovation will be created by developers, not just deployed by enterprises. Harmony empowers an ecosystem where humans, AI, and autonomous agents build empathy into every interaction. By making intelligence programmable and context continuous, we’re enabling experiences that evolve, self-learn, and connect deeply.”
Harmony’s human-assisted AI design allows a single agent to oversee multiple bot interactions — stepping in only when emotional intelligence or complex reasoning is required. Each human intervention helps train the AI, while its CQA engine delivers real-time analytics on performance, compliance, and sentiment.
This milestone launch comes at a pivotal time for India’s customer experience ecosystem. Fueled by rapid AI, cloud, and automation adoption, the CCaaS market is projected to rise from USD 229.5 million in 2024 to USD 821.7 million by 2030 (24.3% CAGR). Similarly, the Conversational AI segment is expected to quadruple in value, while voice AI and CPaaS markets are forecasted to experience exponential growth — reaffirming India’s position as a global hub for AI-powered CX transformation.
By eliminating the fragmentation of legacy CX systems, Harmony offers personalization without silos, automation with empathy, and real-time intelligence without manual effort. This positions Exotel as a trusted AI-first CX transformation partner, driving enterprise success across digital-first markets worldwide.
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