Aircall - Detailed Review
Communication Tools
Aircall - Product Overview
Aircall Overview
Aircall is a prominent player in the Communication Tools AI-driven product category, specializing in cloud-based phone systems and call center software. Here’s a brief overview of its primary function, target audience, and key features:Primary Function
Aircall’s primary function is to provide a seamless and efficient communication platform for businesses. It allows users to make and receive calls from anywhere using just a computer or mobile device, eliminating the need for traditional phone hardware. This cloud-based approach enables teams to work remotely without compromising on productivity or customer service quality.Target Audience
Aircall’s target audience includes a diverse range of businesses. It primarily targets small to medium-sized businesses looking for reliable and cost-effective communication solutions, as well as larger enterprises seeking to modernize their communication systems. The platform is particularly suited for tech-savvy professionals, remote and distributed teams, and customer support and sales teams that rely heavily on phone communication.Key Features
Aircall offers several key features that make it an attractive solution for businesses:AI-Powered Support
Aircall uses AI to provide personalized support, helping agents resolve tickets faster and deliver exceptional customer experiences. Features like call summaries and call transcription automate tasks and reduce the time spent on call reviews.Integration Capabilities
The platform seamlessly integrates with popular business tools such as CRM systems, helpdesk software, and productivity apps. This integration streamlines workflows and improves efficiency by allowing access to important customer information directly from the phone system.Call Management
Aircall includes features like call routing, call recording, and voicemail transcription. These tools help in managing high volumes of customer interactions efficiently and ensure that no important details are missed.Real-Time Analytics
The platform provides advanced analytics to monitor communication activity, helping teams to track performance and direct coaching efforts effectively.Global Accessibility
Aircall offers international phone numbers and multi-language support, making it a suitable solution for global businesses with international operations.24/7 Customer Support
Aircall ensures that its customers receive assistance whenever needed, providing reliable and continuous support to build trust and confidence in the service. By combining these features, Aircall helps businesses streamline their communication processes, enhance customer interactions, and improve overall productivity. Aircall - User Interface and Experience
User Interface
Aircall’s interface is described as beautiful and easy to use. It features an intuitive design that requires minimal technical expertise, making it accessible to businesses without a dedicated IT team. The UI is straightforward, allowing users to quickly tap into its resources and start using the platform immediately.
Ease of Use
Setting up and using Aircall is a streamlined process. The platform does not require any additional hardware, and users can make and receive calls through the Aircall app on both desktop and mobile devices. This ease of setup and use is a significant advantage, as it allows teams to launch their operations quickly without a lengthy installation or tweaking process.
User Experience
The overall user experience with Aircall is highly positive. Users appreciate the high-quality sound and connection on phone calls, which ensures clear and reliable communication. The platform’s integration with popular CRM and helpdesk tools, such as Zendesk, Slack, and Hubspot, further enhances the user experience by providing a seamless workflow.
Key Features
Call Management
Features like call routing, call queuing, and callback options make it easy for agents to manage calls efficiently. The callback feature, for instance, allows callers to request a call back when agents are unavailable, which is then automatically triggered when an agent becomes available.
Real-Time Analytics
Aircall provides advanced analytics to monitor communication activity, helping teams to track performance and direct coaching efforts effectively.
AI-Powered Support
The platform uses AI to provide context for more relevant communication, enabling agents to focus on delivering exceptional customer experiences rather than logging data.
Feedback and Support
Users have consistently praised Aircall’s customer support, with many reviewers highlighting the helpful and responsive nature of the support team. While some users have mentioned minor issues, such as occasional bugs or areas for improvement in the mobile app, Aircall’s team is actively working to address these concerns.
In summary, Aircall’s user interface is user-friendly, easy to set up, and integrates well with other tools, making it a reliable and efficient communication platform for businesses.
Aircall - Key Features and Functionality
Aircall Overview
Aircall is a comprehensive cloud-based phone system that integrates various features to enhance communication, collaboration, and customer service. Here are the main features and how they work, including the role of AI in the product:Phone System Features
Toll-Free Numbers
Aircall allows you to instantly create toll-free numbers in your local area code or in any country where your business operates. This feature enables you to start receiving calls immediately, making it easier to connect with customers globally.International Numbers
You can claim local and international numbers, allowing your business to connect with customers internationally without a physical presence. Customers can call at local rates, reducing costs.Call Conferencing
Aircall’s conferencing feature lets you host up to five people in a live conference call, facilitating collaborative conversations. This is particularly useful for team meetings and client discussions.Business Hours
You can set customized schedules to define when you can receive calls from prospects and customers, ensuring that calls are handled during your operational hours.Voicemail
Aircall allows you to record, upload, or write a script for a customized voicemail message. This helps in greeting customers and prospects when you are unavailable.Call Routing
The call routing feature directs customers to the right teammate based on customized call distribution settings. This ensures that calls are handled by the most appropriate person, improving response times and customer satisfaction.Interactive Voice Response (IVR)
Aircall’s IVR directory automatically guides callers to the correct team on their first try, streamlining the call process and reducing wait times.Collaboration Features
Shared Contacts
You can create and share selected contacts with your team, ensuring everyone has access to the necessary information to follow up on conversations.Warm Transfer
This feature allows teammates to quickly speak to each other before transferring a live call, ensuring a smooth handover and maintaining customer satisfaction.Shared Call Inbox
A shared call inbox provides a complete perspective of calls that require follow-up, allowing you to archive old assignments and keep track of ongoing conversations.Call Commenting & Assignment
You can assign a call to a teammate and leave explanatory comments, which will appear on their to-do list. This helps in keeping the team informed and ensuring that calls are handled efficiently.Call Center Features
Call Queuing and Callback
Callers can remain in a queue until an agent is available, or they can request a callback. This feature improves performance and workload management.Call Recording
Aircall allows recording of all inbound and outbound calls, which can be stopped if necessary. This feature is useful for training and quality control.Parallel and Concurrent Calls
Agents can pause and switch between calls or take multiple calls from one number simultaneously, enhancing their productivity.AI-Driven Features
Call Transcription
Aircall’s AI transcribes calls and voicemails, providing transcripts that help in ramping up new reps and delivering a better customer experience. This feature also aids in reviewing calls more quickly.AI-Generated Call Summaries
The AI generates summaries of calls, allowing you to grasp the essence of a conversation quickly and review calls more efficiently.Key Topic Recognition
AI identifies key discussion points in calls, enabling faster call monitoring and more efficient call coaching.Talk-to-Listen Ratios
This feature reviews speaker dynamics and caller engagement levels, helping to enhance team performance by providing insights into how conversations are conducted.Automated Call Logging and Data Extraction
When integrated with AI agents (like Beam AI), Aircall can automatically log call details into your CRM and extract key information from calls, updating relevant systems without manual intervention.Follow Up Automation
AI agents can automatically schedule follow-up tasks and reminders based on call outcomes, ensuring that no follow-ups are missed.Productivity Features
Click to Dial
This feature allows you to launch calls with a single click in the Aircall app, saving time and increasing efficiency.Forward-to-Phone
You can forward calls to your mobile device, ensuring you stay connected even when you are away from your office.Desktop Notifications
Incoming call alerts are sent to your screen, allowing you to start the conversation by clicking the banner.Ring on Speakers
Inbound calls ring loud and clear in your workspace, reducing the rate of missed calls.Custom Filters
You can search and sort through categorized calls to find the exact conversation you need, making it easier to manage and follow up on calls.Call Tags & Disposition Codes
Calls can be tagged to provide context for smart decisions and smooth follow-ups, helping the team to manage calls more effectively.Integration and Analytics
CRM Integrations
Aircall integrates seamlessly with various CRM platforms, such as Zendesk, Intercom, Zoho, and Bullhorn. This integration helps in enhancing customer interactions, streamlining workflows, and gaining valuable insights into operations.Conversation Center
The Conversation Center provides a filterable log of calls and voicemails, allowing access to call recordings and transcripts in one click. This feature drives sales and customer support performance by offering a centralized view of all communications.Real-Time Modifications
You can toggle system settings, including adding new numbers or users, in real-time with a single click, ensuring flexibility and quick adjustments to your setup. By integrating these features, Aircall enhances team productivity, improves customer service, and streamlines communication processes, all while leveraging AI to automate and analyze call-related tasks. Aircall - Performance and Accuracy
Evaluating Aircall’s Performance in Communication Tools
When evaluating the performance and accuracy of Aircall in the Communication Tools AI-driven product category, several key points and areas for improvement emerge.Call Quality and MOS Scores
Aircall generally maintains high call quality, with an average Mean Opinion Score (MOS) of 4.34, indicating good quality on the MOS scale. A significant 97% of calls have a MOS of 4.0 or higher, which is a strong indicator of the service’s reliability. However, there are some limitations. For instance, while the majority of calls meet high-quality standards, the remaining 3% of calls with lower MOS scores can provide valuable insights for improvement. The use of different MOS thresholds (e.g., 4.0 vs. 4.36) also shows that the data-driven threshold of 4.36 results in better model performance, highlighting the need for continuous optimization.AI-Powered Transcription
Aircall’s AI features, such as call and voicemail transcription, are highly beneficial for users. These features provide accurate transcripts with a minimum accuracy of 85%, allowing users to quickly review calls and identify key action items without listening to the entire recording. This enhances efficiency and helps in auditing specific complaints.Performance Metrics and Analytics
Aircall offers a range of analytics tools that help in monitoring and optimizing call center performance. These tools enable real-time call monitoring, actionable insights, and workflow optimization, which are crucial for improving team collaboration and decision-making.Limitations and Areas for Improvement
Despite the strong performance, there are some areas that require attention:Call Quality Issues
Some users have reported occasional issues with call quality, including dropped calls and audio latency, particularly on the mobile app or during international calls. This is a significant area for improvement to ensure consistent service quality.Pricing Transparency
Users have criticized Aircall for a lack of transparent pricing and additional costs for certain features. This can make it difficult for businesses to plan and budget effectively.User Feedback and PCM Quality
There is a discrepancy between user feedback (PCM ratings) and MOS scores. For example, 13.2% of calls with good MOS scores had poor PCM ratings, and 5.4% of calls with poor MOS scores had good PCM ratings. This indicates a need to better align technical indicators with user feedback.Technology Integration
While Aircall’s technology is advanced, legacy systems and outdated technologies in healthcare call centers can still pose challenges. Upgrading to cloud-based phone systems and AI-driven solutions can help resolve these issues.Conclusion
In summary, Aircall performs well in terms of call quality and AI-driven features, but there are areas such as call quality consistency, pricing transparency, and aligning technical indicators with user feedback that need to be addressed for further improvement. Aircall - Pricing and Plans
Pricing Tiers
Aircall provides three main pricing plans:Essentials Plan
- Cost: $30 per user per month (billed annually).
- Features:
- Up to 3 users.
- One local or toll-free number.
- Over 100 integrations and API support.
- One year of access to call recordings.
- Basic analytics.
- Smart queuing features.
- Phone and email support.
- Custom music and messages, opening hours, and IVR (Interactive Voice Response).
This plan is ideal for small businesses with fewer than 3 employees who need basic call features and analytics.
Professional Plan
- Cost: $50 per user per month (billed annually).
- Features:
- All features from the Essentials plan.
- Salesforce integration.
- Power dialer.
- Personalized onboarding session.
- Advanced analytics.
- Call monitoring.
- Unrestricted access to call recordings.
- Additional features like call transcription and AI-generated call summaries.
This plan is suitable for small and medium-scale businesses that require advanced analytics and premium support.
Custom Plan
- Cost: Custom pricing; contact Aircall for details.
- Features:
- Minimum of 25 licenses.
- Unlimited outbound calls.
- Other customized features based on the business’s specific needs.
This plan is designed for larger businesses or those with unique requirements that the standard plans do not cover.
Additional Information
- Free Trial: Aircall offers a 7-day free trial period, allowing you to test the platform before subscribing.
- Annual Billing Discount: Aircall provides a 25% discount when you choose the annual billing option.
- Additional Numbers: You can get an additional number for $6 per month.
No Free Plans
Aircall does not offer any free plans; all plans are paid and tailored to meet the specific needs of different business sizes and requirements.
Aircall - Integration and Compatibility
Aircall Overview
Aircall, a cloud-based business phone system, is renowned for its seamless integrations with various CRM, helpdesk, and productivity platforms, making it a versatile tool for enhancing communication and workflow efficiency.
Integration with CRM Systems
One of the standout features of Aircall is its integration with popular CRM systems like Salesforce. The Aircall-Salesforce integration allows users to make and receive phone calls directly from the Aircall app within Salesforce. This integration centralizes workflows, enabling sales and support teams to handle all their calls without switching screens. It also automates reporting, eliminates manual data entry, and provides time-saving features such as click-to-call and sales engagement compatibility.
Integration with Other Tools
Apart from Salesforce, Aircall integrates with other significant tools:
- Intercom: The Aircall-Intercom integration consolidates phone, SMS, and chat communication into one platform. It logs calls, voicemails, and SMS automatically in Intercom, providing essential call data and context for agents to personalize conversations and resolve tickets faster.
- HubSpot, Freshsales, and ActiveCampaign: Aircall integrates with these platforms to capture call data, automate workflows, and provide context-rich information for sales reps. For example, the ActiveCampaign integration allows reps to receive contact details and initiate calls directly from the Aircall phone interface.
- Slack and Microsoft Teams: Aircall can push call information directly into Slack or Microsoft Teams channels, ensuring that all team members are informed and up-to-date on call activities.
Compatibility Across Devices and Platforms
Aircall is highly compatible across various devices and platforms:
- Desktop Applications: Aircall offers desktop applications for Mac (Intel and Apple Silicon) and Windows (Windows 10 and later). For environments that do not support these, the web application is available.
- Mobile Apps: Aircall has mobile apps for both iOS (16.1 or later) and Android (8.0 or later), allowing users to manage customer communications on-the-go.
- Browser Extensions: Aircall provides a Chrome browser extension that supports click-to-dial and power dialer features directly from the browser.
Additional Features
Aircall’s integrations and compatibility extend to several other features that enhance user experience:
- International Numbers: Users can create local and international numbers in over 100 countries, making it suitable for global teams.
- Call Conference and Warm Transfer: Aircall supports call conferences for up to five people and warm transfers, allowing teammates to communicate efficiently before transferring calls.
- Interactive Voice Response (IVR): Aircall allows users to set up smart IVR directories that guide callers to the correct team on their first try.
Conclusion
In summary, Aircall’s integrations with various tools and its broad compatibility across different devices and platforms make it a highly versatile and efficient communication solution for businesses.
Aircall - Customer Support and Resources
Customer Support Channels
Phone Support
Users can contact Aircall via their toll-free number, (888) 240-6923, which is the most commonly used phone number for addressing issues and concerns. There are also international numbers available for users in Madrid, Paris, and Sydney.
Email Support
The primary email for customer service is contact@aircall.io, which is used by 100% of customers to address their issues.
Help Center
Aircall provides a detailed help center with various resources, including troubleshooting guides, learning paths, and videos. This section covers common topics such as call quality, audio management, and integrations.
Additional Resources
Learning Lab
Aircall offers courses, videos, and learning paths through their Learning Lab to help users get the most out of the platform. These resources are designed to assist in setting up and optimizing the use of Aircall.
Webinars and Training Sessions
Users can participate in group training sessions and on-demand webinars to learn more about the product and its features. These sessions help in understanding how to configure, troubleshoot, and upgrade calling capabilities with Aircall.
API References and Tutorials
For developers, Aircall provides API references and tutorials to build custom solutions that fit specific business needs.
Integrations
Aircall integrates with over 100 tools, including CRM and help desk software, to keep all conversations connected. Users can discover how to use these integrations effectively through the support resources.
Community and Success Stories
The Aircall website features success stories from other businesses, providing insights into how different companies have benefited from using the platform. This can be helpful for new users looking for real-world examples of implementation and impact.
Performance and Analytics Tools
Activity Feed
Users can track and manage their team’s call activity in real-time from the Aircall dashboard, which includes features like live note-taking, tagging, and detailed analytics.
Call Transcription and Recording
Aircall offers AI-powered call transcription and recording, which helps in onboarding new team members and improving customer support experiences.
By leveraging these support options and resources, users can ensure they are making the most out of Aircall’s AI-driven communication tools and delivering exceptional customer experiences.
Aircall - Pros and Cons
Advantages of Aircall
Aircall offers several significant advantages that make it a valuable tool for businesses, particularly in the areas of customer communication and team collaboration.
User-Friendly Interface
Aircall is known for its simple and easy-to-use interface, which allows agents and team members to get acquainted with the system quickly, often in less than a week with minimal training and support.
Advanced Call Management
Aircall features advanced call management capabilities, including call forwarding, call queues, and time-based routing. These features help in managing high call volumes efficiently and reducing customer wait times.
Integration with Other Software
Aircall integrates seamlessly with various business tools such as CRM systems (like HubSpot and Salesforce), helpdesk software (like Zendesk), and collaboration platforms (like Slack and Microsoft Teams). This integration enables smooth workflows and efficient management of customer interactions.
Real-Time Analytics
The platform provides real-time analytics, allowing businesses to monitor call metrics and performance indicators. This helps in optimizing communication processes and improving customer experience.
Collaborative Features
Aircall enhances team collaboration through features like shared call inboxes, call commenting, and assignment. These features ensure that no customer inquiries are missed and that team members can collaborate effectively on customer issues.
Customizable IVR and Smart Call Routing
Aircall offers customizable IVR menus and smart routing based on agent language capabilities or skill sets, which helps in directing calls to the right agents efficiently.
Cost-Effective
Despite its advanced features, Aircall is considered a cost-effective solution, providing excellent value for the price. It is particularly attractive for businesses looking to manage their expenses while benefiting from a high-quality VoIP service.
Disadvantages of Aircall
While Aircall offers many benefits, there are also some notable drawbacks to consider.
Inconsistent Connectivity and Call Quality
Some users have reported inconsistent connectivity, random disconnections, and poor call quality, which can lead to frustrated customers and agents.
Limited Customization
Aircall’s customization abilities are limited compared to other VoIP platforms, which can restrict its usability in businesses with unique requirements.
No Video Conferencing
Aircall lacks a built-in video conferencing feature, requiring users to rely on third-party apps for video meetings and conferences.
Mobile App Issues
The Aircall mobile app has technical glitches, such as not alerting users for incoming calls and not allowing round-robin calls.
Lack of Text Messaging
Aircall does not support sending or receiving text messages, which can be a disadvantage for businesses that rely on text communication with their customers.
High Cost for Small Businesses
While Aircall is cost-effective for many, it can be expensive for small businesses or teams, especially since it requires at least three users to be functional.
Poor Customer Service
Some users have reported poor customer service from Aircall, including delays in resolving issues and ineffective support.
By weighing these advantages and disadvantages, businesses can make an informed decision about whether Aircall aligns with their communication and collaboration needs.
Aircall - Comparison with Competitors
When comparing Aircall with other communication tools in the AI-driven and cloud-based phone system category, several key differences and unique features emerge.
Aircall’s Key Features
- Aircall is known for its superior call quality, dynamic carrier switching, and uninterrupted service.
- It offers seamless 1-click integrations with multiple CRM systems, helpdesk solutions, and other essential apps.
- Aircall provides advanced analytics, allowing real-time monitoring of individual and team metrics.
- It has a user-friendly interface, making setup and configuration easy, even for creating new numbers, setting up IVRs, and managing team changes.
Alternatives and Comparisons
Dialpad
- Dialpad stands out as a unified communications platform that combines voice, video, messaging, and more within a single platform. Unlike Aircall, Dialpad offers a more comprehensive suite of communication channels, including text messages and video meetings, all within one platform.
- While Aircall is praised for its ease of setup and use, Dialpad is noted for its integrated approach, avoiding the need for multiple logins or accounts for different communication services.
- However, Dialpad’s pricing is generally lower, but it offers fewer features for the cost compared to Aircall.
Phone.com
- Phone.com is a budget-friendly alternative that prioritizes affordability. It offers essential communication tools such as voice tagging, call queues, video conferencing, and fax support.
- Phone.com’s pricing is usage-based, making it cost-effective for smaller teams with low to moderate call volumes. It provides unlimited minutes and text messaging in its higher tiers, which can be attractive for businesses on a tight budget.
GoToConnect
- GoToConnect (formerly Jive) is an all-in-one communication suite that combines phone, meetings, and messaging. It offers features like call center software, hot desking, and personal meeting rooms, along with integration with other GoTo products.
- This platform is beneficial for companies already using the GoTo ecosystem and those prioritizing team collaboration. However, pricing details are not publicly available, and users need to contact GoTo Connect for a quote.
AI-Driven Communication Tools
While Aircall does not heavily emphasize AI-driven features, other tools in the communication space do:
Zoho Desk and FreshDesk
- These tools, though not direct competitors to Aircall, offer AI-powered customer service features. Zoho Desk and FreshDesk use AI to prioritize tickets, manage emails, and foster team collaboration, enhancing the customer service experience.
Unique Features and Considerations
- Integration and Unified Communications: If you need a more unified communications platform with multiple channels like text and video, Dialpad might be a better fit. However, if you prioritize ease of setup and superior call quality with extensive integrations, Aircall remains a strong choice.
- Budget and Features: For budget-conscious businesses, Phone.com offers a cost-effective solution with essential communication tools. GoToConnect is ideal for those already invested in the GoTo ecosystem and needing a comprehensive communication suite.
- AI-Powered Customer Service: If AI-driven customer service tools are crucial, considering Zoho Desk or FreshDesk could be beneficial, although they serve a different aspect of communication compared to Aircall’s focus on cloud-based phone systems.
Each of these alternatives has its unique strengths and weaknesses, making the choice dependent on the specific needs and priorities of your business.
Aircall - Frequently Asked Questions
Frequently Asked Questions about Aircall
What are the key features of Aircall?
Aircall offers several key features that make it a versatile communication tool. These include:
- Toll-free numbers: Instant access to toll-free numbers in local regions, allowing businesses to receive calls immediately.
- International numbers: Cloud-based international numbers that enable businesses to connect with customers globally without a physical presence.
- Call conferencing: The ability to include up to five people in a live call, facilitating team collaboration.
- Call routing: Custom routing to connect customers directly with the specific agent or team, enhancing responsiveness.
- Call transcription and voicemail transcription: AI-powered transcription of calls and voicemails, helping reduce administrative tasks and improve insights.
What are the pricing plans offered by Aircall?
Aircall offers three main pricing plans:
- Essentials plan: Starts at $30 per user per month (or $40 per month if paid monthly), with a minimum of three users. This plan includes features like 100 integrations, API access, unlimited calls within the U.S. and Canada, IVR, call recording, and more.
- Professional plan: Priced at $50 per user per month, also with a minimum of three users. This plan includes additional enterprise features such as single sign-on and access to API developer support.
- Custom plan: Requires a minimum of 25 users and involves contacting Aircall’s sales team for a customized quote. This plan includes features like unlimited outbound calls.
Does Aircall offer any discounts?
Yes, Aircall offers a 25% discount if you choose the annual billing option instead of the monthly billing option.
Is there a free trial or free plan available?
No, Aircall does not offer a free trial or a free plan. All plans require a paid subscription.
How accurate is the call transcription feature?
Aircall’s AI-powered call transcription aims for a minimum of 85% accuracy. The company continuously improves this service to ensure the right details are captured.
Can Aircall integrate with other tools and systems?
Yes, Aircall integrates with many popular CRM systems such as Salesforce, HubSpot, and Pipedrive. It also offers over 100 integrations and API access, making it easy to sync customer data and manage interactions in one place.
What are the benefits of Aircall’s cloud-based phone system?
Aircall’s cloud-based phone system offers several benefits, including:
- No need for costly hardware to maintain.
- Easy setup and use.
- Accessibility from anywhere with an internet connection.
- Cost-efficient phone solutions by reducing equipment and maintenance costs.
- Clear voice quality for long-distance and international calls.
How does Aircall support remote team collaboration?
Aircall supports remote team collaboration through features like VoIP phone system calls, seamless integration with other tools, call conferencing, and shared contacts. These features help teams stay connected and work together more effectively.
What is included in the call recording feature of Aircall?
The call recording feature of Aircall allows you to save and review calls later. This is useful for training new employees, checking details during customer disputes, and ensuring compliance with legal requirements.
How does Aircall’s call routing feature work?
Aircall’s call routing feature enables you to set up custom routing so that the correct team member always answers calls. This is particularly helpful for businesses with customer service teams or multiple departments.