Aircall

Aircall Reviews

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Aircall Review by WhichVoIP

The Company

Aircall, founded in 2014 and with offices in New York and Paris, has raised over $100 million since its inception, has over 300 employees, is currently trusted by over 6,000 companies and 60,000 users, and is used in 84 countries. Aircall provides an entirely cloud-based voice platform that integrates with many popular CRM and Help Desk software tools that many business organizations already utilize.

The Good

Aircall is a completely cloud-based call center phone solution with a focus on being simple to set up and use, as well as integrating into existing productivity software platforms like CRM and Help Desk applications, making it ideal for sales and support teams. You can make, receive and manage calls directly using the MacOS or Windows desktop Aircall Phone App, and also use Aircall Phone on the go with the Android and iOS Mobile App.

There are three (3) pricing plans referred to as the Essentials plan, the Professional plan, and the Custom plan. Each plan builds on the last with additional features. The Essentials plan is $30 per user per month and the Professional plan is $50 per user per month. Pricing is based on annual billing. The Custom plan is a customizable package aligned with your business needs and pricing will depend on various factors.

The Essentials plan, and therefore all plans, includes unlimited calling within US and Canada (except incoming Toll Free calls), 60+ integrations and API access, call recording, IVRs, voicemail, click-to-dial, and phone support. The minimum number of users for any plan is 3. There is 1 local or Toll Free number included in all plans and additional numbers are $6 per month. They have numbers available in more than 100 countries. All plans include the Softphone for desktop and mobile, custom music and messages, business hours, call queuing, ring groups, shared call inbox and contacts, conference call (up to 5 people on same call), basic analytics, call forward, desktop notifications, call block, call transfer and pause-resume recording.

The Professional plan adds queue callback, call monitoring, call whisper, tagging, advanaced analytics, live feed, and unlimited analytics history. You also get access to the PowerDialer feature and unlimited simultaneous outbound calls. In addition to the 60+ integrations a Professional plan user also gets Salesforce Service Cloud integration and Salesforce Sales Cloud integration. As for customer support you will get a dedicated account manager and one-to-one onboarding sessions.

The Custom plan adds unlimited International outbound calls, custom analytics, access to API developer support, a VIP hotline (weekends and holidays), and a Service Level Agreement (SLA). As mentioned above you will need to contact them directly to get pricing for this plan. It may depend on the amount of customization you need.

Integrations are a big part of the Aircall feature set. CRM integrations include amoCRM, Copper, FLG, Freshsales, Hubspot, Microsoft Dynamics, noCRM, Onpipeline, Pipedrive, Salesforce, SugarCRM, Teamgram, Zendesk Sell, and Zoho CRM. Popular Help Desk integrations include Freshdesk, Front, Happyfox, Help Scout, Intercom, Planhat, Zendesk and Zoho Desk. Other categories of integrations include AI and Transcription, Data and Reporting, eCommerce, HR and Recruiting, LiveChat, Productivity, Payments and Billing, Quality Assurance, Sales Automation, Surveys, SMS, and Social and Fun (which includes a weather App that provides weather information in the location of the caller, based on area code). The SMS integrations include Heymarket, Sakari, Salesmsg, and Textline. These may be important as currently they do not have their own SMS text messaging feature, although at the time of writing it was "coming soon".

Aircall is built on AWS (Amazon Web Services, cloud computing services) with 7 distributed data centers worldwide with redundancy on every level providing 99.99% uptime. They proactively monitor and optimize their system to ensure 24/7 business continuity and connectivity. They utilize Opus, a leading edge audio codec which provides high quality audio under varying Internet conditions. In-App notifications help alert users to any network, headset, or infrastructure issues in real time.

Aircall's support and success teams are based in New York and Paris. Support managers have real-time dashboards to monitor network performance for each customer, as well as carrier performance and Aircall App performance, so that they can diagnose and resolve issues. They do have dedicated onboarding managers who can help medium to large clients set up their network and provide best practices to ensure quality of service.

A Resouces link on their website provides access to customer stories, guides (whitepapers), a Knowledge Base, a Help Center, an Onboarding Portal, and a VoIP Documentation section. The Knowledge Base includes guides and tips on working from home, configuring and using Aircall, the Aircall Phone, the Aircall Dashboard, Integrations, and Product News/Updates. You can contact Support by submitting a new ticket request from their Contact Us page. They also have 12 global numbers displayed which make us assume you can call them for support also, based on your location.

You can sign up for a free trial of the services, which includes 5 days of free service and up to 40 minutes of calling.

The Bad

This service is really aimed at larger teams so this may not be the right solution for a small business. Minimum requirement is for 3 users.

Like some other call center providers in this realm the phone service is all totally cloud based using Apps on desktops and mobile phones. If you still use desk phones this is most likley not an appropriate solution for you.

Looking at their status web page it showed various issues logged for integrations, features and also inbound calls not working, all within the last two weeks.

Note that Aircall do not provide any emergency dialing services (i.e. E911).

Note that incoming calls to any Toll Free numbers you have, and any outbound calls to International destinations, and any call forwarding to mobile phones or landlines not covered by your plan will be charged on a per minute basis. You will need to contact Aircall directly for current rates.

All plan pricing is exclusive of taxes and regulatory fees. Also note that pricing is based on annual billing. There is no indication of pricing for a monthly billing option. We recommend contacting them directly to find out more on pricing if you prefer a monthly billing option and to get bottom line pricing.

There is a Permissible Use Policy which gives Aircall the right to impose limitations on a customers usage which can lead to additional per minute charges or even termination of services for serious offenders. This is a common policy imposed by most providers that offer unlimited calling services.

The Bottom Line

  • Essentials Plan is $30 per user per month with annual billing.
  • Professional Plan is $50 per user per month with annual billing.
  • Custom Plan available but pricing requires contacting them directly.
  • Minimum requirement is for 3 users. Custom plan maybe higher requirement.
  • Service entirely cloud based with the Aircall Phone desktop/mobile Apps.
  • Over 60+ integrations for popular CRM, Help Desk, and other software platforms.

Overall Thoughts

Aircall is a very impressive cloud based call center software platform with a focus on integrating with many of the popular productivity software applications (over 60+) available to businesses today, such as CRM's and Help Desk solutions. An online portal allows for user and admin management of the phone system and users get the desktop and mobile Aircall Phone Apps for voice.

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