Aircall Inc

Aircall

7.9 /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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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

1
Since last award

93 Plan to Renew

2
Since last award

77 Satisfaction of Cost Relative to Value

4
Since last award

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Emotional Footprint Overview

+79 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?

10% Negative

0% Neutral

90% Positive

Pros

Reliable
Fair
Friendly Negotiation
Performance Enhancing

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

Shafique A.

Role: Operations
Industry: Media
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2022

Light interface and easy to use.

Likeliness to Recommend

7 /10

What differentiates Aircall from other similar products?

The user interface and the web integration.

What is your favorite aspect of this product?

Web integration and call flow management

What do you dislike most about this product?

No Auto Dailer.

What recommendations would you give to someone considering this product?

Good for international processes

Pros

Trustworthy
Inspires Innovation
Respectful
Generous Negotitation

Phelan M.

Role: Operations
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Aug 2022

Great for interacting with multiple markets

Likeliness to Recommend

8 /10

What differentiates Aircall from other similar products?

Ability to set up and direct calls from multiple numbers in different countries around the world. We used localised numbers to reach out to and receive calls from out target market in 11 different countries in Europe.

What is your favorite aspect of this product?

Being able to integrate our Aircall phone numbers with an alternative separate number through a third party tool, this allowed us to set up automated messages and manage inbounds effectively. For the end user they were interacting with one number where as we in fact had 2 on the back end.

What do you dislike most about this product?

When using a large team or multiple users with the access to the same number there were some cases were you wouldn't receive notifications and couldn't customise them to the extent that we initially needed. However we managed to find a work around for this in the end so became less of an issue.

What recommendations would you give to someone considering this product?

If you are interacting with customers in multiple locations and countries around the world then this is a great way to have localised number and keep costs of international calls to a minimum, for you and your customers. You can triage and direct calls to the correct team member and set up flows with different rules which is useful.

Pros

Performance Enhancing
Trustworthy
Unique Features
Efficient Service

Margreth D.

Role: Operations
Industry: Communications
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2022

User friendly and dependable

Likeliness to Recommend

10 /10

What differentiates Aircall from other similar products?

Its very user friendly and it's very rare that we encounter issues with it

What is your favorite aspect of this product?

Call recording and call tags

What do you dislike most about this product?

Installation

What recommendations would you give to someone considering this product?

Have a meeting and user training

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

1 Since last award

93 Plan to Renew

2 Since last award

77 Satisfaction of Cost Relative to Value

4 Since last award

Emotional Footprint Overview

+79 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

Shafique A.

Light interface and easy to use.

Likeliness to Recommend

Pros

Phelan M.

Great for interacting with multiple markets

Likeliness to Recommend

Pros

Margreth D.

User friendly and dependable

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

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