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

Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Awards & Recognition

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

Filter By

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

{y}

{name}

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?

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

Mariam K.

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

Validated Review

Verified Reviewer

Submitted Apr 2022

Great product! A bit issues, but fast help!

Likeliness to Recommend

9 /10

What differentiates Aircall from other similar products?

Aircall is easy to use.You can also download mobile application and proceed working by telephone. It has its extension and you can just click the number and make calls. It really increases efficiency and helps you to achieve your KPIs. Also the agents love this application!

What is your favorite aspect of this product?

The very cool thing is that you can always find to whom you called and how many times and if any of your team members called the same number you can check the conversation without any problem! Thats great! Because if he or she is not in shift you can find out!

What do you dislike most about this product?

Sometimes it had issues, when you were calling you were listening football commentator voice.

What recommendations would you give to someone considering this product?

You shouldtake into account that this app is great if you are working with customers. it decreases your time!

Pros

Reliable
Performance Enhancing
Enables Productivity
Saves Time

Nika B.

Role: Operations
Industry: Other
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2022

Fantastic and easy

Likeliness to Recommend

10 /10

What differentiates Aircall from other similar products?

It's simple and amazingly effective! It has a straightforward UI without any fancy animations, it's just simple. Yet it offers amazing tools for reporting, status control and coaching.

What is your favorite aspect of this product?

My favorite aspect is definitely coaching! Being able to hear both sides of the conversation, guiding the agent to solve the issue is game changing. It's really handy in difficult cases, you don't need to redirect calls, you can help out the agent. Another favorite aspect would be reporting. It's really simple but allows you to use multiple filter.

What do you dislike most about this product?

The only downside with aircall is that, with some countries have bad connection, calls will fail multiple times or fail repeatedly when trying to make a call.

What recommendations would you give to someone considering this product?

Make use of coaching tool, it's incredible!

Pros

Reliable
Performance Enhancing
Enables Productivity
Trustworthy

victoria G.

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

Validated Review

Verified Reviewer

Submitted Mar 2022

Super easy to implement and use!

Likeliness to Recommend

9 /10

What differentiates Aircall from other similar products?

Salesforce integration made it an easy decision for us.

What is your favorite aspect of this product?

Easy of implementation and customisation.

What do you dislike most about this product?

Expense of live chat

What recommendations would you give to someone considering this product?

Go for it! its easy fo ruse and great for both small and large organisation.

Pros

Respectful
Reliable
Efficient Service
Effective Service

Cons

Leverages Incumbent Status

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

+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

Mariam K.

Great product! A bit issues, but fast help!

Likeliness to Recommend

Pros

Nika B.

Fantastic and easy

Likeliness to Recommend

Pros

victoria G.

Super easy to implement and use!

Likeliness to Recommend

Pros

Cons

Most Popular Aircall Comparisons

CloudTalk

Vonage Contact Center

Twilio Flex

UJET CCaaS

ice Contact Center​

Dialpad Ai Contact Center

1
Since last award

2
Since last award

4
Since last award

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

ice Contact Center