Aircall Customer Reviews 2025

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Aircall

Composite Score

7.9 /10

CX Score

8.0 /10

34 Reviews Write a Review

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

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.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

85 Likeliness to Recommend

95 Plan to Renew

Up 1
Since last award

80 Satisfaction of Cost Relative to Value

Down 1
Since last award

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 86%
Negotiation and Contract:: 87%
Conflict Resolution:: 88%
Strategy & Innovation:: 79%
Service Experience:: 84%

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+86 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?

7% Negative

0% Neutral

93% Positive

Pros

Fair
Friendly Negotiation
Performance Enhancing
Respectful

Feature Ratings

Average 82

Call Recording

Multi Channel Intake Integration

Call Scripting and Call Flow Management

Skills Based Routing

Multi Channel Queue Management

Screen Prompts

Workforce Management

Contact Center Compliance Management

Contact Center Analytics

Ticket Management

Knowledge Management

Vendor Capability Ratings

Average 83

Usability and Intuitiveness

Ease of IT Administration

Ease of Implementation

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Data Integration

Quality of Features

Availability and Quality of Training

Business Value Created

Vendor Support

Ease of Customization

Aircall Reviews

Role: C-Level
Industry: Other
Involvement: End User of Application

Validated Review

Anonymous Reviewer

Submitted Dec 2023

Reliable Technology Hub

Likeliness to Recommend

9 /10

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Carl O.

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

Validated Review

Verified Reviewer

Submitted Oct 2023

Great product for small to medium size teams

Likeliness to Recommend

9 /10

What differentiates Aircall from other similar products?

It's simple. Which in my opinion sets it apart. I have used other providers who are very convoluted to setup and manager, but for my team of approximately 10 users, the simplicity and ease of setup of Aircall is amazing.

What is your favorite aspect of this product?

It's very easy to keep track of inbound calls, how many calls are waiting, how many users are online at one time, as well as reporting. My monthly reporting is a joy to pull and export from Aircall.

What do you dislike most about this product?

The setup of the IVR system was quite difficult I found, however Aircall support were on hand to help me with this. I would recommend not building the IVR yourselves if you can help it.

What recommendations would you give to someone considering this product?

Go for it, if you are not a large call centre and instead just need a suitable and easy call system for your team, Aircall is the one. It is also incredibly reasonable compared to other providers in terms of price.

Pros

Reliable
Trustworthy
Efficient Service
Effective Service

Precious O.

Role: Human Resources
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2025

A Telephone support go-to application

Likeliness to Recommend

8 /10

What differentiates Aircall from other similar products?

It can be customised for certain regions which streamlines your calls as a support agent

What is your favorite aspect of this product?

My favourite part would be that it automatically creates a ticket on intercom for follow up or more probing to resolve the customer’s issue

What do you dislike most about this product?

Nothing so far

What recommendations would you give to someone considering this product?

Aircall is a good application for customer support regardless of the region you are in, you can be a support agent for a customer in another region as long as there’s customisation

Pros

Performance Enhancing
Enables Productivity
Effective Service
Saves Time

Latest Research

Aircall

What is Aircall?

Company Details

Need Assistance?

Awards & Recognition

Aircall Ratings

85 Likeliness to Recommend

95 Plan to Renew

Up 1 Since last award

80 Satisfaction of Cost Relative to Value

Down 1 Since last award

Emotional Footprint Overview

Emotional Footprint Overview

+86 Net Emotional Footprint

How much do users love Aircall?

Chart

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.

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.

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

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.).

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

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

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.

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.

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.

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

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.

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.

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.

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.

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.

Aircall Reviews

Reliable Technology Hub

Likeliness to Recommend

Pros

Carl O.

Great product for small to medium size teams

Likeliness to Recommend

Pros

Precious O.

A Telephone support go-to application

Likeliness to Recommend

Pros

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Title

Up 1
Since last award

Down 1
Since last award

Feature Ratings

Call Recording

Multi Channel Intake Integration

Call Scripting and Call Flow Management

Skills Based Routing

Multi Channel Queue Management

Screen Prompts

Workforce Management

Contact Center Compliance Management

Contact Center Analytics

Ticket Management

Knowledge Management

Vendor Capability Ratings

Usability and Intuitiveness

Ease of IT Administration

Ease of Implementation

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Data Integration

Quality of Features

Availability and Quality of Training

Business Value Created

Vendor Support

Ease of Customization