Aircall Review

flag 3+ users - easy to set up, integrate, & scale
  • Integrates with other business tools in 1 click
  • Robust analytics & call monitoring
  • Dedicated onboarding managers for teams
  • International phone numbers in 100 countries

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  • author: Pavel Aramyan
  • 17.10.19
  • Comments

Rating

  • "Ease of Use"
    10 /10
  • "Value For Money"
    7 /10
  • "Features"
    9 /10
  • "Help & Support"
    9 /10

Overview

Founded in 2015, Aircall is a VoIP system designed to help small and medium enterprises streamline their customer communications. The brand offers access to local phone numbers in more than 100 countries throughout Europe, Asia, and the Americas. In the past five years, Aircall has raised over $35 million investment in two rounds and boasts more than 200 workers in Paris and New York.

Plans & Pricing

There are three main plans available – Essentials, Professional, and Custom.  They offer a 7-day free trial for all customers. Here are the details for each:

Essentials

The essentials plan is $30/per user per month and includes all the necessary features like custom music and messages, instant dial numbers, ring groups, call distribution rules, shared contacts, call recording, tags, conference calls, voicemail to email, click-to-dial, parallel calls, etc. Also, you get access to unlimited inbound calls (excluding toll-free calls) that are free via the app, smart queuing, and phone support. The minimum number of users is three, while the maximum number of callers in the queue is five. One local or toll-free number is included with the plan, and the price for each new number is $6/monthly. The cost of outbound calls is charged per minute.

Professional

The professional plan is $50/ per user per month and includes all the features of the essentials package plus Salesforce integration, advanced analytics and reporting, live call monitoring, unlimited concurrent calls, and PowerDialer. The minimum number of required users is three. However, the number of callers in the queue is unlimited. One local or toll-free number is included with the plan, and the price for each additional number is $6/monthly. The cost of outbound calls is charged per minute.

Custom

The custom plan’s price should be negotiated with the brand. It includes all the features of the professional package plus unlimited outbound calls, custom analytics, custom onboarding, access to API developer support, and service-level agreement. The minimum number of required users is also negotiable. Like with the other two plans, the custom package comes with one local or toll-free number, and the price for each additional number is $6/monthly.

Compared to the competition, the pricing of Aircall is rather high. However, the number of features that you get access to even with the cheapest package can make up for it. For instance, some of the features of the essentials plan like parallel calls and voicemail to email aren’t available in tier one plans of other VoIP providers. The brand also offers a seven-day free trial with all the features of the software enabled. Finally, the contract can be ended at any time, without extra costs or hidden fees.

Essentials
$30/user/month
Professional
$50/user/month
Custom
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Features and Functionality

Aircall offers all the features that a business needs to set up and manage customer conversations. A big part of this is played by desktop and mobile apps (available on both iOS and Android). The desktop app makes it easy to dial and receive calls right from your PC, and save time on follow-up calls. The mobile app gives users access to the system anywhere around the globe, as long as there is an internet connection, which is perfect for remote teams and sales representatives.

As for the integrations, Aircall can be integrated with the majority of popular CRM and messaging tools, including Slack, PipeDrive, Zoho, Intercom, Salesforce, ZenDesk, HubSpot, Zappier, etc.

Here are the details of some of the most useful features:

Call Routing

You can configure the Aircall system to direct incoming calls to corresponding team members. This is done by customizing distribution and setting up ring rules by the chosen parameters so that each person’s phone will ring in a specific order. Once the call is answered, no additional phones will ring.

Interactive Voice Response (IVR)

The IVR is used to quickly classify callers by their needs and automatically direct them to the right team members. The customizable menu allows you to save precious time and allow customers access to specific branches of your team.

Virtual Call Center

The virtual call center allows you to organize all your users and numbers in a single place, even if they are spread across the globe. This helps you visualize your billing in terms of numbers, users, and time. Moreover, with the help of the unified dashboard, all team members can get a comprehensive overview of their activities and productivity metrics.

Blacklist Numbers

The blacklist numbers feature allows users to add or remove blacklisted numbers at any time via the Aircall dashboard. This allows you to filter spam calls and bots, and focus on the conversations that improve your bottom line.

International and Toll-free Numbers

While each plan comes with one free local or toll-free number, you can create many more with just a few clicks. This will help you establish a strong and familiar presence in your customers’ home cities and lower their call rates. At the same time, customers will be more comfortable answering unknown calls from local numbers. Similarly, setting up international numbers will allow your customers to call a familiar number at a local rate, with your office being located on another continent.

Business Hours and Extensions

The business hours feature allows you to customize and set up your operations hours and keep your calendar updated accordingly. You can choose which numbers are reachable at certain hours while having the flexibility to add or remove numbers during peak seasons. Extensions, while being an elementary feature, can save you immense amounts of time when used correctly. Each team member gets access to a customizable, personalized extension that can be shared with both internal and external contacts.

Ease of Use

Aircall can be set up entirely online. All the operations are done with the help of the desktop and mobile apps. There is no hardware required. The apps are extremely straightforward, easy to understand, and use. You can do the set up yourself, without the need of an IT expert. The brand even has an onboarding portal that offers a comprehensive list of resources to optimize your account and network.

Pros & Cons

  • Exceptional starter package
  • Powerful integrations
  • Extremely easy to use
  • Free onboarding portal
  • Not made for large teams
  • A bit pricey

Customer Support

The Aircall customer support team is always on top of its game. The brand can be reached via phone, email, and live chat. Both the offices in New York and Paris are available for the calls.

  • 24/7 Help & Support
    Brand representatives are available 24/7 to answer customer calls. However, if any technical help is required, it will have to wait till the next day, outside of typical business hours.
  • Phone Support
    The brand can be reached via the dedicated hotlines in NY and Paris.
  • Live Online Chat
    The live chat can be accessed directly for the Aircall website, and the team usually responds within a few minutes.
  • Email
    Email support should be used to contact the technical or sales teams via the dedicated email addresses.
  • Video Tutorials
    There are a number of videos available on the brand’s official YouTube channel.
  • FAQ
    Aircall offers a knowledge base that can help you set up your account and use the apps productively.
  • Blog
    The blog is highly organized and updated twice a week and features topics like customer stories, VoIP services, customer care skills, webinars, etc.

Final Word

Overall, Aircall is a well-designed VoIP system that is suitable for teams of 3-50 members. While the price is a bit higher compared to the competition, it’s justified by the added value coming from the integrations, the call center features, and the user-friendliness of their apps. Paired with the high number of integrations with various popular software, exceptional customer support, and genuine usability of the tool, Aircall should definitely make your top considerations list for VoIP software. Finally, the free trial allows you to access all the features for one month, which can give you a clear understanding of the tool.

pavel
Pavel Aramyan
author

Pavel is a writer with over 5 years of experience in researching and comparing consumer products from a variety of industries.

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