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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

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

Bryce J.

Role: Sales Marketing
Industry: Education
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Feb 2022

Aircall - it is complicated

Likeliness to Recommend

7 /10

What differentiates Aircall from other similar products?

I'm not sure. We were able to get a good price and it seemed to have the features we were wanting.

What is your favorite aspect of this product?

I like how it works well with HubSpot.

What do you dislike most about this product?

It has been bumpy getting things to work correctly.

What recommendations would you give to someone considering this product?

Do a full test of everything before going forward to make sure it is what you need.

Pros

Performance Enhancing
Enables Productivity
Fair
Generous Negotitation

Cons

Charges for Enhancements
Less Reliable
Commodity Features

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

Nika B.

Fantastic and easy

Likeliness to Recommend

Pros

victoria G.

Super easy to implement and use!

Likeliness to Recommend

Pros

Cons

Bryce J.

Aircall - it is complicated

Likeliness to Recommend

Pros

Cons

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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

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Ease of IT Administration

Ease of Implementation

Product Strategy and Rate of Improvement

Breadth of Features

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Availability and Quality of Training

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