In a Nutshell
- 24/7 support
- Mac application
- Supports SIP trunking
- No app for Linux desktop users
- Some users report occasional connectivity problems
Excellent Call Quality
Aircall has one of the best infrastructures among modern VoIP providers. The company claims to work with only the best-in-class voice carriers around the globe and this is immediately apparently from the first call. We found the voice quality crystal clear. If you’ve tried another VoIP provider and been disappointed by the call quality, then you might be in for a pleasant surprise if you give Aircall a try.
Aircall also supports automatic call recording and logging. For many of its enterprise customers, this is a compliance usage requirement, but it’s not a feature which all VoIP services offer natively.
Enterprise Grade Integrations
Additionally, Aircall supports a wide range of integrations, which allow it to be used alongside other technologies for inbound and outbound calling.
Aircall also offers an API and can work with webhooks. This allows users with in-house technical expertise to work on custom integrations that have not been developed by the company yet. Additionally, Aircall offers virtual number configuration in more than 100 countries. Interactive Voice Response (IVR) is also supported as well as smart call routing to help calls reach the best agent.
Aircall also supports warm transfers, which allows team members to communicate directly with one another before transferring a call through. Warm transfers have been shown to result in speedier issue resolution and to improve customer satisfaction by avoiding forcing the customer to repeat their issue.
Shared Call Inbox
For customer service professionals that need a birds eye view of the day’s support activity, Aircall also offers a shared call inbox. This allows managers to see all calls requiring follow-up. Users can also choose to archive old assignments as they move on to new ones. Additionally, users can share contacts—making collaboration easier. Additionally, managers can gain real-time metrics into inbound and outbound call volumes and avail of a “secret whispering” service which allows them to convey instructions directly to the support agent while the customer is still on the line.
Leave Comments on Calls
Users can also transfer call records and recordings between themselves, including any comments that they might have annotated to assist with call resolution. This again saves time by briefing future agents on existing issues. Users can also create and assign tags to call recordings in order to facilitate sorting by content or interaction type.
No Limits On Concurrent Number Use
Aircall does not enforce any limits on the number of simultaneous outbound calls that can route from one virtual number. Additionally, users can give inbound callers the option to remain on hold until a member of the support team is available to take the call.
Skill Based Routing
Aircall makes it easier for calls to route to the most appropriate recipient. Administrators can populate information into the system which will allow calls to connect based on qualification criteria, such as knowing a specific skill or speaking a particular language.
Aircall supports integrations with the following programs and business systems:
- CRMs: Zoho, Salesforce, Pipedrive, Hubspot
- Ticketing and customer support: Zendesk
- Custom integrations: programmable by using the webhook and API
Value for Money
Aircall is available on two standard pricing tiers: Essential ($30/user/month) and Professional ($50/user/month). Custom pricing is also available for enterprise customers that need to deploy the solution to a wide install-base.
Although the cost of the solution can certainly add up depending on the number of seats required, given the powerful features on offer we think the tool recommends good value for money—particularly for enterprise customers that want to invest in best-in-class technology.
Relative to the Essentials package, Professional offers Queue Callback, call monitoring, call whispering, and mandatory tagging, among additional add-on features.
As a softphone, Aircall can be used directly in the browser as a web app. There are also desktop clients available for Mac and Windows (10 or later). For mobile users, Aircall Phone for Mobile is available from the Google Play Store (for Android) and the App Store for iOS users. The apps offer all the user functionality of the program when used from the desktop, and allow users to take, place, annotate, and tag calls no matter where they are located.
Aircall is as scalable as the businesses that use it—which is not surprising given that the product remains a favorite among enterprise customers. For those requiring large install-bases, the Aircall team offers custom pricing. Custom customers receive the most powerful set of features that the platform offers, including custom analytics, access to Developer API support, and their own unique Service Level Agreement (SLA) guaranteeing a certain level of reliability.
Ease of Setup and Management
Aircall is relatively easy to set up for any administrator familiar with setting up VoIP solutions or SIP and PBX systems. In addition to using the program’s native apps, Aircall supports SIP trunking—so some extra configuration work can be planned to get all phones online and connected to the system. Additionally, to make the best use possible of the software, it is advisable to put end users through an onboarding programs, showing them how to annotate and tag calls and transfer them to colleagues and other departments.
Aircall only offers VoIP telephony as a cloud-hosted service. The company does not offer any hardware phone and is designed to be used through one of the softphone clients. There is also no option for an on-premises installation.
Aircall offers customer support through both live chat and by email. Additionally, the company operates 12 global support numbers offering telephone-based support. There is also a knowledge base divided into support materials for the Aircall dashboard and the Aircall phone. We found these well written and the online support is both knowledgeable and incredibly responsive.
International VoIP Calls
Aircall supports international dialing and can configure virtual numbers for outbound calling in any country in the world. International dialing tariffs are competitively priced but are only disclosed to prospective or existing customers. Outbound bundles are also available for users that need calls primarily to specific geography.
Although Aircall doesn’t natively support unified communications/multi-channel support, it does natively integrate with CRMs and customer support systems such as Zendesk. For enterprises that already use these systems, support staff can maintain email correspondence with clients that draws upon information received during phone calls — allowing for a seamless multi-channel support experience.
Although it’s not the cheapest choice on the market, enterprise customers looking for a best-in-class VoIP solution for their business frequently turn to Aircall. Considering some of the features they offer and the call quality the service is famous for, it’s not hard to understand why. Pricing is on a per-use basis and outbound rates are disclosed to existing customers only. But given the reliability of the service, we think it’s a worthwhile investment for those that are serious about VoIP.