Customer-engagement firm Exotel confirms data breach

Exotel data breach

Bengaluru-based customer-engagement firm Exotel on August 26 suffered a data breach within one of its cloud infrastructure platforms in Singapore, affecting some of its customers.

"We recently identified unauthorised access to one of our cloud Infrastructure stamps in Singapore and acted swiftly to contain the issue. Importantly, no sensitive personal or financial information was compromised. Exotel does not have or store any financial, health, or sensitive data for our customers," the firm said in a statement to Moneycontrol.

A source said the breach was confined to a few customers in Singapore and had not affected personal or financial information.

Entracker was the first to report the breach.

"We have already notified those impacted, providing them with detailed information and recommended steps to mitigate any potential risks. The security and privacy of our customers are our highest priorities, and we are fully committed to protecting their information," Exotel's statement said.

There has been a rise in instances of data breaches in the country.

A few days ago, automaker Toyota was broken into. Similarly, IT firm Coforge received a $11-million notice from a client in the North American region for an alleged data breach.

“The Exotel incident underscores the critical importance of securing cloud infrastructure and access credentials to prevent unauthorised access and potential data leaks, especially for companies managing sensitive customer interactions," said Pradeep Rao, Director and Chief Architect at Kyndryl.

Started in 2011, Exotel allows companies to manage customer engagement through an omnichannel contact centre, a suite of communication APIs (application programming interfaces) and a conversational artificial intelligence (AI) platform over the cloud.

Exotel in 2022 raised $40 million (Rs 298 crore) in its Series D funding round led by Steadview Capital. The firm also entered the Middle East and Southeast Asia market as part of its expansion plan.