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Aircall Inc

Aircall

Composite Score

7.6 /10

CX Score

7.6 /10

32 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

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.

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

2
Since last award

94 Plan to Renew

1
Since last award

81 Satisfaction of Cost Relative to Value

4
Since last award

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Emotional Footprint Overview

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.

+83 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?

8% Negative

0% Neutral

92% Positive

Pros

Fair
Reliable
Friendly Negotiation
Performance Enhancing

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

Ticket Management

Contact Center Analytics

Knowledge Management

Vendor Capability Ratings

Average 85

Usability and Intuitiveness

Ease of IT Administration

Ease of Implementation

Product Strategy and Rate of Improvement

Breadth of Features

Quality of Features

Ease of Data Integration

Availability and Quality of Training

Business Value Created

Ease of Customization

Vendor Support

Aircall Reviews

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

Dana K.

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

Validated Review

Verified Reviewer

Submitted Nov 2022

Aircall is a game changer.

Likeliness to Recommend

8 /10

What differentiates Aircall from other similar products?

I like the Speech Analytics section. I’m ready to pull calls from my agents and coach additional effectively because of the evaluation forms located in this section. I can snip parts of the audio that I would like to emphasize or use in training. The reporting options are cool. I can produce regular reports so I always know what’s going on in my call center.

What is your favorite aspect of this product?

I favor the fact that I’m totally in control. unlike with our previous system where everything had to go through client Support, with AircallI can do it all myself. The reporting is far more consolidated compared to different systems where you’re given fourteen report options where 4 can do. I favor that I was able to enable direct extension dialing which is something all call centers should have.

What do you dislike most about this product?

My only dislike so far is that the call center system and communication system are separate. That means they both have completely different extensions and numbers. I conjointly wish I had the choice to have the system memorize certain numbers that are dialed by agents when enabling callbacks. Those are my sole complaints with Aircall extremely as of now.

What recommendations would you give to someone considering this product?

At first look the Aircall was overwhelming but the help I received throughout our transition from our old phone company was helpful. They have an extensive library of coaching articles and videos that I value. The contact center has immensely improved our ability to manage calls and agents.

Pros

Continually Improving Product
Performance Enhancing
Efficient Service
Altruistic

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

Latest Research

Aircall

What is Aircall?

Company Details

Need Assistance?

Awards & Recognition

Aircall Ratings

85 Likeliness to Recommend

2 Since last award

94 Plan to Renew

1 Since last award

81 Satisfaction of Cost Relative to Value

4 Since last award

Emotional Footprint Overview

+83 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.

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.

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

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 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.

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.

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.

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.

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

Carl O.

Great product for small to medium size teams

Likeliness to Recommend

Pros

Dana K.

Aircall is a game changer.

Likeliness to Recommend

Pros

Shafique A.

Light interface and easy to use.

Likeliness to Recommend

Pros

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Feature Ratings

Call Recording

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Call Scripting and Call Flow Management

Skills Based Routing

Multi Channel Queue Management

Screen Prompts

Workforce Management

Contact Center Compliance Management

Ticket Management

Contact Center Analytics

Knowledge Management

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