Aircall Review

Aircall
Product:
Vendor:
Founded:
Headquarters:
Aircall
Aircall
2014
Paris
Ownership:
Customers:
Deployment Model:
Free Trial:
Private
5,000+
Cloud
Yes

Aircall At A Glance

Good: Power Dialer that saves agents time on making calls, integration with over 60 business tools, accessible for both in-house and remote workers.
Bad: Omnichannel features aren't offered, occasional glitches in call quality.
Bottom Line: Cloud-based call center software that helps businesses strengthen their customer relationships.

Product Overview

Aircall is a cloud-based solution that helps sales and support teams provide better customer service. Supervisors can set up their call centers quickly by giving access to agents and organizing routing rules.

Aircall integrates with over 60 business applications (e.g., customer relationship management (CRM) software, help desk systems), so agents can get relevant information on a customer while on the call. And because the software is deployed in the cloud, remote workers benefit from accessing the features from anywhere.

The software has numerous benefits, such as:

  • Ability to support both inbound and outbound call centers
  • Improved productivity and collaboration among the agents and managers
  • Real-time data that tracks individual and team metrics
  • Flexible pricing plans based on an organization’s needs

There’s a dedicated Aircall mobile app that lets agents send and receive calls while on the go, plus assign and keep track of call logs.

Features

Aircall has many features. Here are a few of its key ones.

Call center setup – Supervisors can create toll-free numbers, claim local and international phone numbers, and assign agents a three-digit extension. They can also record voicemail messages and create an Interactive Voice Response (IVR) menu. In addition, supervisors can customize the call queue with personalized messaging, hold music and providing callers an option to leave voicemails. They can make changes to any of the settings on the fly via the Aircall dashboard.

Call routing – The call routing features allow calls to go to specific agents based on their availability (time-based routing), skills (skills-based routing) or other criteria. Calls can also be routed to a team based on their location, availability or role (e.g., billing department).

Power Dialer – The Power Dialer does the research for sales teams by identifying phone numbers off a customer’s website and automatically adding them to Aircall. It generates a list of numbers that sales reps can click on to call. The phone numbers are also synced with the CRM software.

Collaboration – Aircall’s collaboration features allow agents to assign calls to another agent. The shared call inbox stores the history of each call for assigning follow-ups and other tasks. Agents can add comments or notes pertaining to each call, and calls can be also be labeled with custom tags to keep them organized. There’s also the warm transfer feature that lets an agent check on a teammate’s availability before transferring a call to them.

Call monitoring tools – With the Live Feed feature, supervisors can monitor their team’s activity in real time. They can select a call from the Live Feed to monitor and coach the agent in real time (also known as call whispering).

Analytics – Supervisors can track all metrics like response time and missed call rate from the dashboard, and they can also filter the data by agent, teams, date and more.

Other features – The parallel calls feature lets agents put their current conversation on hold and start on a separate call with a third party. Agents can record calls to be played back later, and they can also pause the recording temporarily to keep a customer’s private information secure. Other features include call forwarding, ringtones and desktop notifications.

Target Market

Aircall targets call centers of all sizes in many different industries, such as nonprofits, media and retail.

We’ve listed 10 of its clients below.

  • Blenders Eyewear
  • Brooklinen
  • CommonBond
  • Jayride Group
  • Jukin Media
  • NuBrakes
  • QuickStay
  • quip
  • Stretford Public Hall
  • UNTUCKit

Implementation/Integration

Clients can sign up for a seven-day free trial and select a pricing plan at the end of the trial. They can access video tutorials and download training guides via the onboarding portal.

In addition, Aircall offers live group onboarding sessions.

Customer Service & Support

Users can browse the articles within the knowledge base and contact support by phone or email.

In the Professional and Custom plans, users can contact their dedicated account manager and participate in one-on-one onboarding sessions. The Custom plan also includes access to a VIP hotline and service-level agreements.

Pricing

Aircall has three pricing plans that are based on annual billing.

Essentials – The Essentials plan costs $30 per user, per month and requires a minimum of three users and a maximum of three teams. It includes many of Aircall’s features, such as initial setup, collaboration, productivity, basic analytics, unlimited inbound calls, unlimited outbound calls within the U.S. and Canada, one-year data recording and integration with over 60 business applications.

Professional – The Professional plan costs $50 per user, per month and includes all of the features of the Essentials plan, plus an unlimited number of teams, unlimited data recording, queue callback, call monitoring, call whispering, mandatory tagging, advanced analytics, unlimited analytics history, Power Dialer, unlimited simultaneous outbound calls, and integration with Salesforce Service Cloud and Salesforce Sales Cloud.

Custom – The Custom plan includes all the features of the Professional plan, plus unlimited outbound calls worldwide, custom analytics and access to application program interface (API) developer support. Pricing isn’t publicly available, so contact the company for a quote.

Shortcomings

Aircall doesn’t offer omnichannel features (e.g., text, email, social media), but it does integrate with a few SMS providers. Also, some users have mentioned that they had occasional drops in call quality.

Screenshots

Aircall Screenshot 1
Aircall Screenshot 2
Aircall Screenshot 3

About

Founded in 2014, Aircall’s mission is to provide clients with an easy-to-use phone system to help businesses focus on improving customer relationships. It has achieved several milestones within six years, such as raising $106 million in venture funding and growing its team to over 300 employees.

Aircall adheres to four core values: transparency, ambition, community and teamwork.

The company has over 60,000 users from 5,000 companies in over 84 countries. It’s headquartered in Paris and has another location in New York City.

Send feedback or corrections to feedback@betterbuys.com.

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