Aircall Review: A Phone that Integrates with (Almost) Anything
This 2014 start-up has accomplished a lot in just half a decade
Founded as recently as 2014, Aircall is a start-up that’s focused on equipping contact centres with next-gen telephony and CRM tools. The company has picked up over USD 40 million in funding in the last five years and has opened offices across the globe.
Aircall’s flagship product is a phone system for businesses, with several integrations and remarkably easy installation process. This is billed as a solution for customer support product sales and internal productivity.
Let’s now review the Aircall platform in greater detail.
Aircall is available on any device, be it an iPhone, an Android smartphone, a workstation, or a MacBook. This makes it ideal for companies encouraging bring-your-own-device (BYOD) policies at work. Here is a quick review of Aircall’s many features:
- Telephony – You can create toll-free numbers in either a local area network or any country where your business operates. Aircall supports numbers in 100+ countries to ensure the widest possible coverage for your business. Features such as interactive voice response, voicemails, and extensions make for an incredibly smooth end-customer experience, making sure they are able to a resolution on their first attempt
Spam callers and bots can be blocked via a built-in blocklist. Your agents can loop in a supervisor through conferencing in case they require assistance – importantly, Aircall supports up to five active participants per call, which is significantly higher than the industry average. Finally, the solution builds a virtual contact centre where numbers and users are available in a single source, regardless of location.
- Collaboration – Collaborative tools play a big part in Aircall, with shared contacts that let multiple agents follow a conversation, shared call inbox that archives all the necessary data for follow-ups, call commenting that lets you leave a comment when assigning a call, and warm transfers to enable a quick chat before switching a customer between agents
- Contact centre – To improve the performance of your contact centre, Aircall offers several critical capabilities. We were particularly impressed by a customisable recording module that lets agents pause a call record if needed. There’s also skill-based routing where a customer is routed depending on their linguistic or technical requirements. And to optimise agent workload, you can define specific working hours so that only available employees are pulled into a call
- Productivity – These are a set of useful features that makes it simpler to do everyday tasks. For instance, you can integrate Aircall with CRM and helpdesk tools for end-to-end visibility across the customer journey. Agents could use the PowerDialer to make calls in rapid succession, increasing efficiency by a mile. Features such as click-to-dial, desktop notifications, and forward-to-phone dramatically cut down the time required to complete an agent’s routine schedule
- Analytics – Aircall offers a range of analytics tools, such as a live feed that reflects contact centre activity in real-time. Supervisors can use this to reallocate resources and achieve higher productivity. During a call, you can listen in, measure quality, and even silently communicate with agents to offer advice – without interrupting the communication. All of this is in addition to standard KPI analytics like abandonment rates, call volumes, wait times, and the like
Why Aircall Makes a Difference
There’s virtually nothing that Aircall can’t do. It includes every contact centre staple you could think of and a generous helping of value-added capabilities. Further, it integrates with popular business apps such as Salesforce, Slack, Zoho, Freshworks, Magento, Shopify, and lots more. If this list doesn’t suffice, you can explore Aircall’s massive open API library to build your own integration.
Today, device flexibility is at the centre of most modern workplaces, and Aircall’s phone system is built on this principle. Data is automatically synced across devices, and device-agnosticism means your colleagues can chip in with their contribution no matter where they are.
Finally, we found Aircall’s analytics to be highly detailed and easily comprehensible for business users. If you’re looking for a business phone that integrates with webhooks, contact directories, and other data sources, Aircall is the one for you.
What We Think
Regardless of whether you’re running a contact centre, a sales force, or customer support team, powerful business telephony is integral to your operations. Aircall addresses this with a compelling solution that starts at just USD 30 per user per month and a pro version at a competitive USD 50. With its unique balance of next-gen tech, on-ground relevance, and cost versus value ratio, we think Aircall is a great bet for everyone!