Product Overview of Aircall
Aircall is a cloud-based phone system designed to enhance the communication and productivity of sales and customer service teams. Here’s a comprehensive look at what Aircall does and its key features.
What Aircall Does
Aircall serves as a comprehensive business phone solution that integrates seamlessly with various business tools, sales teams, and customer support teams. It is built to help companies grow by providing efficient and streamlined communication processes. Aircall operates on any device with an internet connection, eliminating the need for traditional hardware like desk phones.
Key Features and Functionality
Call Management and Routing
- Call Routing: Direct customers to the right teammate every time by customizing call distribution.
- Interactive Voice Response (IVR): Set up a smart IVR directory that automatically guides callers to the correct team.
- Call Conference Solution: Host up to five people in the same live conference call.
Productivity and Time-Saving Features
- Click to Dial: Launch calls with a single click, saving time and reducing manual errors. This feature automatically detects phone numbers on web pages and allows agents to call them directly from the Aircall app.
- Power Dialer: Automatically dial the next number in a queue once the previous call ends, allowing sales reps to make calls in rapid succession.
- Forward-to-Phone: Forward calls to your mobile device to stay connected even when out of the office.
Collaboration Tools
- Shared Contacts: Create and share selected contacts with your team to ensure everyone is on the same page.
- Warm Transfer: Enable teammates to speak with each other before transferring a live call.
- Shared Call Inbox: Manage calls that require follow-up and archive old assignments.
- Call Commenting & Assignment: Assign calls to teammates with explanatory comments, which appear on their to-do list.
Analytics and Insights
- Call Transcription: AI-driven transcription of calls and voicemails to enhance training and customer experience.
- AI-Generated Call Summaries: Quickly grasp the essence of a conversation through automated summaries.
- Key Topic Recognition: Identify key discussion points for faster call monitoring and coaching.
- Real-Time Modifications: Toggle system settings, including adding new numbers or users, in real-time.
Integration and Customization
- Integrations: Integrate with over 100 software applications, including CRM systems, help desk solutions, and other essential business tools.
- Custom Filters: Search and sort through categorized calls to find specific conversations.
- Insight Cards: Provide agents with immediate context for every call by pulling related data from other apps.
Security and Administration
- Secure Authentication: Enable login through existing identity providers or two-factor authentication for added security.
- User Roles: Assign roles such as Agent, Supervisor, Admin, or Owner, each with defined access and editing permissions.
Additional Features
- Toll-Free Numbers: Create toll-free numbers in your local area code or any country where your business operates.
- International Numbers: Claim local and international numbers for your business in over 100 countries.
- Business Hours: Set customized schedules to manage when you receive calls from prospects and customers.
- Virtual Call Center: Manage all your numbers and users in one place, even if they are globally distributed.
Aircall’s robust set of features makes it an ideal solution for businesses looking to enhance their sales and customer service operations, offering a balance of communication, productivity, and analytical tools to drive performance and customer satisfaction.