Aircall : Full Review, Testing, and Presentation (2024)

What is Aircall?

Aircall is a voice over IP (VoIP) business telephone system equipped with call center functions and accessible via desktop computers and mobile devices. In addition to the robust phone system functions, it also allows users to integrate popular applications into its platform for a more efficient workflow.

Aircall reviews reveal its strengths as a telesales platform, and users say it's easy to use. Monthly fees start at $30 per user when billed annually.

Aircall is the best choice for businesses that want a phone system that has comprehensive features for managing telesales and support calls, including coaching tools to ensure a quality caller experience.

Features

Aircall is a cloud-based business phone system with comprehensive call management features.

Aircall is the ideal solution for teams looking for a flexible business call and contact center platform that can be integrated with their existing systems, such as customer relationship management (CRM) software and help desks.

The easy to follow landing guide for Aircall administrators and users, with screenshots and explanations.

Although it offers business phone system features, the platform is more intended for businesses with call center needs. Aircall's strength for call centers is its personalized plan, which provides access to premium features such as unlimited international calling, a service level agreement (SLA), and API developer support for custom integrations and applications.

Explore some of Aircall's key features and capabilities below:

1. General characteristics

Aircall allows you to manage incoming and outgoing calls with a robust set of features. It also has a softphone, which allows you to access its platform via a desktop computer as well as iOS and Android devices. Regardless of the plan, you also get unlimited outgoing calls and texts in the United States and Canada, as well as unlimited incoming and internal calls and texts (except free calls).

View past and current calls and voice messages using Aircall's dashboard activity stream.

Additionally, Aircall allows you to buy local and international business phone numbers toll-free, making them appear more familiar and credible to your call recipients. You can even choose a fancy number to make it easier for customers to remember your contact details and brand.

Other useful call management tools you can take advantage of in its basic plan include interactive voice server (IVR), custom business hours, personalized voicemail music and greetings, and conference call. Plus, its native cloud call center features make it a good fit for the needs of fully remote or hybrid sales, IT, and customer support teams.

2. Call centers

Aircall is equipped with essential features for call centers, making it effective even when it comes to handling large volumes of calls. For example, it allows parallel calls to put your current conversation on hold so you can start another one with another customer or colleague. You can also let your callers choose to stay in a queue until an available agent is ready to meet their needs or opt for a call back.

Activate call recording by going to phone number settings and activating call recording.

(Source: Aircall)

Additionally, with time-based routing settings, you can set your team's working hours to ensure that callers are only directed to available agents. Other call center features include:

• Ring groups: Group teams as you want, for example by language, skill, or location, in order to direct callers to them according to their needs.
• Call recording: Record calls to confirm details, check quality, and provide references for training sessions.
• Pause and resume recording: Pause the call recording if necessary to secure the sensitive information of your interlocutors.
• Queue reminder: Allow your callers to get out of the queue and get your answer later.
• Real-time changes: Access system settings, including adding a number or changing user features with a single click.
• Unlimited simultaneous calls: Use the same phone number to take or make an unlimited number of simultaneous calls.

3. Analytics

Aircall's robust analytics capabilities allow you to monitor call center settings such as call volume, wait time, and missed call rate. It also provides a live stream of your team's activity - useful for determining the best decisions and strategies in real time for current situations.

Aircall interface showing live monitoring and agent support features.

Aircall is equipped with coaching tools to help you improve the performance and training of your employees and maintain impressive call quality. One of these features is call monitoring, which allows you to listen in real time to calls in which your employees participate. It also has the call whisper feature, which allows you to secretly talk to your agents while they are online in order to help them with problem scenarios or to offer them timely advice.

Integrations

One of Aircall's strengths as a voice over IP (VoIP) business phone system is its ability to integrate other solutions into its system. It is equipped with a computer telephony integration (CTI) in one click that allows users to use their existing devices to handle call-related tasks. You can also connect its phone system to your current tools through webhooks and APIs.

Although there are cheaper options that offer more software integrations, like RingCentral, it does not decrease the value of the integrations included in Aircall. It allows users, even those who are subscribed to its basic plan, to integrate with over 95 popular tools.

Only a few other providers, such as Nextiva, have no integration limitations at the lower levels. This offer is perfect for those who use tools that are part of the one-click connections authorized by Aircall.

In addition to third-party application integrations, Aircall allows you to sync your contacts via PieSync, your customer relationship management (CRM) software, or Google Workspace imports. Overview maps are also available - allowing users to pull relevant data from other applications to provide more context to each call.

Customer Support

Aircall provides customer support through in-app live chat, the Jira help platform, email, or phone. Live chat is available 24 hours a day, Monday through Friday, for English and Spanish speakers. French and German speakers can access the chat from Monday to Friday during office hours. Aircall lists 11 international phone numbers but does not provide hours of service for customer support. Likewise, Aircall does not indicate how long it takes to respond to emails.

Professional plan users get a dedicated account manager, while custom plans offer a VIP hotline for accessing a support team over the weekend or vacation. Aircall does not provide on-site support, but users can share their screens with customer support for remote support.

Alternatives

Although Aircall is a business phone system, its primary use is for call centers.

For this reason, when we recommended alternatives to Aircall, we chose to list call center solutions over corporate phone systems.

So, while suppliers like RingCentral offer professional telephony solutions, we refer below to their call center software.

Likewise, the 8×8 Series X plans incorporate call center features at the higher levels.

1. Fresh Desk

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• Great for: Small businesses looking for cost-effective call center software with custom reports and call routing options.
• Starting Price: Free or $18 per agent, per month

2. RingCentral

• Great for: Businesses looking for a call center platform with workplace optimization tools.
• Starting price: Request a quote

3. 8x8

• Ideal for: Businesses in industries that have strict data security requirements, such as healthcare or finance.
• Starting price: $87 per user per month.

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Looking for other Aircall alternatives? Read our list of best phone systems for call centers in order to determine which product fits your needs.

Pricing

Aircall's pricing includes three plans that start at $30 per user, per month, with annual billing.

You can customize the highest-level personalized plan to meet your business needs. All plans include a local or toll-free number, and additional phone numbers cost $6 each per month.

Unlike some other providers, including RingCentral, Aircall provides access to integrations and APIs from the ground up.

Aircall seems to be priced higher than comparable phone systems, but it offers a lot of features that these alternatives don't include in entry-level plans. For example, it allows all users to access over 95 third-party software integrations, which competitors like RingCentral lock behind more expensive plans. While GoTo Connect offers integrations in its basic plan, it locks in popular and advanced software connections in its higher plans.

Aircall also offers unlimited outgoing international calling minutes in their personalized package, which is ideal for those with a global presence. Those focused on the U.S. and Canadian markets will also find this platform impressive with its unlimited domestic outbound and inbound calls and texting included from the base plan.

However, if your business uses a variety of internal and external communication systems, you may not see the value of its high plans and rates. Notably, video conferencing is not included, nor are collaboration tools like team chat. For the latter, turn to unified communications platforms as a service (UCaaS), such as RingCentral and Nextiva, who offer more comprehensive unified communications features as well as comparable lower monthly rates.

FAQs

Does Aircall have a mobile phone app?

Yes, Aircall has a mobile app available for iOS and Android cell phones. It also offers an application for Windows or Mac desktops or laptops.

Whether teams use mobile devices or computers, they can receive incoming calls and make outgoing calls using most Internet-connected devices through an app or browser extension. From the mobile application, the user can view call logs, manage contacts, and change availability settings.

Does Aircall have Unified Messaging?

Aircall's cloud-based phone system focuses on voice and text messaging functions and unifies messaging by allowing users to access voicemail and call recordings through desktop or mobile applications.

Aircall does not include instant messaging, email, group chat, or video conferencing. As such, it is not considered to be a unified communications platform. However, users can add third-party chat and customer support tools, like Intercom or Zendesk, to increase functionality.

Does Aircall offer video conferencing?

No, Aircall does not offer video conferencing as a feature on its desktop or mobile application. Instead, users can choose to integrate existing conferencing tools using Aircall webhooks or APIs. Additionally, Aircall connects to Microsoft Teams, allowing users to access Aircall features while using Microsoft Teams for conferences.

Final Verdict

Aircall is an exceptional call center option for teams that handle high volumes of calls.

If you're not worried about the high price, it's also worth considering if your business serves international markets. Its software integrations - available in all plans - are impressive in terms of the tools available and one-click configuration.

There are alternatives like RingCentral, which offer more than Aircall in terms of functionality and variety of communication channels.

Add to that a password manager like 1Password or Dashlane to professionalize your business.