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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

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

Vic S.

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

Validated Review

Verified Reviewer

Submitted Jul 2022

Likeliness to Recommend

9 /10

Pros

Continually Improving Product
Performance Enhancing
Unique Features
Respectful

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

Phelan M.

Great for interacting with multiple markets

Likeliness to Recommend

Pros

Margreth D.

User friendly and dependable

Likeliness to Recommend

Pros

Vic S.

Likeliness to Recommend

Pros

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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

Ticket Management

Contact Center Analytics

Knowledge Management

Vendor Capability Ratings

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

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