Exotel has reported a sharp operating turnaround in FY2024–25, marking a pivotal shift in its financial and strategic trajectory as it accelerates its transition into an AI-first customer experience transformation partner. The company swung from an EBITDA loss of ₹31 crore in FY24 to a positive EBITDA of ₹34 crore in FY25, underscoring the impact of tighter execution, improved unit economics, and a year-long focus on product innovation.
The turnaround was driven by sustained operating leverage and cost discipline. Exotel recorded a 340 basis-point year-on-year expansion in gross margins and an 18 percent increase in absolute gross profit, while total operating expenses declined by around 10 percent. This combination materially strengthened profitability and reinforced the company’s operating model.
“FY25 marks a defining and sustainable turning point in Exotel’s journey, where deep product innovation and disciplined execution came together to deliver profitability.”
— Shivakumar Ganesan, Founder & CEO, Exotel
FY25 also saw Exotel bolster its balance sheet through improved cash generation and better working-capital efficiency. The stronger liquidity position has enhanced financial flexibility, allowing the company to invest in platform development and growth initiatives while maintaining balance-sheet resilience.
Operationally, the year was defined by significant investments in Exotel’s core platforms across Voice, Conversational AI, and Enterprise Contact Centre Software. Key launches included Harmony, an AI-led customer experience orchestration layer; the MCP Server, which enables secure AI-agent-driven voice and messaging actions; and AgentStream, a programmable real-time voice infrastructure designed to support AI agents at enterprise scale.
With over 14 years of operations, Exotel now powers more than 25 billion customer interactions annually for over 7,000 enterprises. In FY25, the company enabled over 4 billion AI-led resolutions and reported operating revenue of ₹490.5 crore, achieving full-year profitability. The year also marked strategic geographic expansion into the United States and the Kingdom of Saudi Arabia, strengthening its presence beyond India, Southeast Asia, the Middle East, and Africa.
Founder and CEO Shivakumar Ganesan described FY25 as the “Year of Innovation and AI,” noting that deliberate choices around platform strengthening and disciplined scaling have laid a strong foundation for the future. CFO Adarsh Dikshith added that years of structural work have culminated in a stronger economic base, providing flexibility to invest and scale responsibly.
Looking ahead to FY26, Exotel expects accelerating momentum, with its core businesses tracking over 20 percent growth, supported by deeper AI embedding across customer engagement use cases and continued international expansion.