Exotel Techcom Private Ltd. (Exotel) merged with contact centre suite provider Ameyo in 2021. Ameyo had a strong on-premises and cloud-based contact centre suite business, serving international and domestic markets. Exotel was a strong communications platform player serving consumer tech firms, but had a limited international presence. The merger appeared logical amid global consolidation and convergence between contact centre suites and communications platforms. It was catalyzed by the surging demand for communication tools during the COVID-19 pandemic. However, within a year of the merger, the combined entity’s performance began to decline, casting doubt on the merger thesis and integration approach. Tasked with diagnosing the issues and crafting a recovery plan, Exotel's new chief growth officer had to decide whether to pursue growth or profitability.
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