Aircall Inc

Aircall

7.7 /10

What is Aircall?

Call center software made for modern teams. No technical consultants or complex gadgets required. A computer, a headset, and an internet connection are all you need to start talking today.

Company Details

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Awards & Recognition

Aircall won the following awards in the Contact Center as a Service - Midmarket category

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4 Top Rated Capabilities

1 Top Rated Features

Latest Award, 2024

2 Top Rated Capabilities

1 Top Rated Features

2023

3 Top Rated Capabilities

3 Top Rated Features

2022

Aircall Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Aircall.

83 Likeliness to Recommend

93 Plan to Renew

77 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

+80 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Aircall?

9% Negative

0% Neutral

91% Positive

Pros

Fair
Reliable
Respectful
Friendly Negotiation

Feature Ratings

Average 81

Call Recording

Multi Channel Intake Integration

Call Scripting and Call Flow Management

Workforce Management

Ticket Management

Skills Based Routing

Multi Channel Queue Management

Screen Prompts

Contact Center Compliance Management

Contact Center Analytics

Knowledge Management

Vendor Capability Ratings

Average 83

Usability and Intuitiveness

Ease of Implementation

Ease of IT Administration

Quality of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Breadth of Features

Business Value Created

Availability and Quality of Training

Ease of Customization

Vendor Support

Aircall Reviews

Robert P.

Role: Information Technology
Industry: Not for Profit
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted May 2022

Feature Rich and Robust in Integration

Likeliness to Recommend

8 /10

What differentiates Aircall from other similar products?

For me, the real difference make with Aircall is the Salesforce integration. There are may services and applications out there which claim to integrate with Salesforce but have nothing more than a basic connector. Aircall provides a deep and robust integration with Salesforce that is almost seamless.

What is your favorite aspect of this product?

The ability to enter call notes and have it automatically synced in the activity history in Salesforce, as well as a direct link to the recording is priceless!

What do you dislike most about this product?

The only thing I dislike is that the mobile app is not on par with the Windows desktop or Salesforce application functionality, and probably also that the SMS functionality is very weak in its implementation, but I'm sure these things will improve with time.

What recommendations would you give to someone considering this product?

It doesn't get much better than Aircall, especially if you need robust integration with your other systems and CRM.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Madeline S.

Role: Information Technology
Industry: Communications
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted May 2022

Easy to use for managers and end users!

Likeliness to Recommend

10 /10

What differentiates Aircall from other similar products?

Air call is a reliable service that allows our team to make calls efficiently. It also provides our managers to insights into our team's activities. Over the years we tried multiple different calling services and aircall has been the team favorite. It's definitely on the pricier side, however, a team who likes there tools will use their tools. We've think the level of productivity is worth the price.

What is your favorite aspect of this product?

We love the reliability of the tool. It's so easy to make calls and the quality is fantastic.

What do you dislike most about this product?

We don't love the outreach.io integration. There are a few too many clicks for making quick. Our team likes to move very quickly through their follow-ups.

What recommendations would you give to someone considering this product?

We have a number of team members who do not live in our CRM and Aircall has been the best solution for people who are making calls while using a variety of tools.

Pros

Effective Service
Client Friendly Policies
Transparent
Performance Enhancing

Rossella F.

Role: Sales Marketing
Industry: Retail
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted May 2022

Good product, easy and intuitive to use

Likeliness to Recommend

9 /10

What differentiates Aircall from other similar products?

They always reply quickly to any enquires.

What is your favorite aspect of this product?

The calls are great, you can add notes on any calls.

What do you dislike most about this product?

Nothing to dislike.

What recommendations would you give to someone considering this product?

You can install it on your laptop and your smartphone, very easy to use.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Aircall

What is Aircall?

Company Details

Need Assistance?

Awards & Recognition

Aircall Ratings

83 Likeliness to Recommend

93 Plan to Renew

77 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+80 Net Emotional Footprint

How much do users love Aircall?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Aircall Reviews

Robert P.

Feature Rich and Robust in Integration

Likeliness to Recommend

Pros

Madeline S.

Easy to use for managers and end users!

Likeliness to Recommend

Pros

Rossella F.

Good product, easy and intuitive to use

Likeliness to Recommend

Pros

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Feature Ratings

Call Recording

Multi Channel Intake Integration

Call Scripting and Call Flow Management

Workforce Management

Ticket Management

Skills Based Routing

Multi Channel Queue Management

Screen Prompts

Contact Center Compliance Management

Contact Center Analytics

Knowledge Management

Vendor Capability Ratings

Usability and Intuitiveness

Ease of Implementation

Ease of IT Administration

Quality of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Breadth of Features

Business Value Created

Availability and Quality of Training

Ease of Customization

Vendor Support

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