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Aircall Inc

Aircall

7.6 /10
Category
Aircall
7.6 /10

What is Aircall?

Call center software made for modern teams. No technical consultants or complex gadgets required. A computer, a headset, and an internet connection are all you need to start talking today.

Company Details


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Awards & Recognition

Aircall won the following awards in the Contact Center as a Service - Midmarket category

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Aircall Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Aircall.

85 Likeliness to Recommend

2
Since last award

94 Plan to Renew

1
Since last award

81 Satisfaction of Cost Relative to Value

4
Since last award


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Emotional Footprint Overview

+83 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Aircall?

8% Negative
0% Neutral
92% Positive

Pros

  • Fair
  • Reliable
  • Friendly Negotiation
  • Respectful

Feature Ratings

Average 82

Call Recording

87

Multi Channel Intake Integration

85

Call Scripting and Call Flow Management

84

Skills Based Routing

84

Multi Channel Queue Management

83

Screen Prompts

83

Workforce Management

83

Contact Center Compliance Management

80

Ticket Management

80

Contact Center Analytics

80

Knowledge Management

73

Vendor Capability Ratings

Average 85

Usability and Intuitiveness

92

Ease of IT Administration

90

Ease of Implementation

89

Product Strategy and Rate of Improvement

85

Breadth of Features

84

Quality of Features

84

Ease of Data Integration

83

Availability and Quality of Training

82

Business Value Created

81

Ease of Customization

80

Vendor Support

80

Aircall Reviews

Nika B.

  • Role: Operations
  • Industry: Other
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Apr 2022

Fantastic and easy

Likeliness to Recommend

10 /10

What differentiates Aircall from other similar products?

It's simple and amazingly effective! It has a straightforward UI without any fancy animations, it's just simple. Yet it offers amazing tools for reporting, status control and coaching.

What is your favorite aspect of this product?

My favorite aspect is definitely coaching! Being able to hear both sides of the conversation, guiding the agent to solve the issue is game changing. It's really handy in difficult cases, you don't need to redirect calls, you can help out the agent. Another favorite aspect would be reporting. It's really simple but allows you to use multiple filter.

What do you dislike most about this product?

The only downside with aircall is that, with some countries have bad connection, calls will fail multiple times or fail repeatedly when trying to make a call.

What recommendations would you give to someone considering this product?

Make use of coaching tool, it's incredible!

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Trustworthy

victoria G.

  • Role: Information Technology
  • Industry: Not for Profit
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Mar 2022

Super easy to implement and use!

Likeliness to Recommend

9 /10

What differentiates Aircall from other similar products?

Salesforce integration made it an easy decision for us.

What is your favorite aspect of this product?

Easy of implementation and customisation.

What do you dislike most about this product?

Expense of live chat

What recommendations would you give to someone considering this product?

Go for it! its easy fo ruse and great for both small and large organisation.

Pros

  • Respectful
  • Reliable
  • Efficient Service
  • Effective Service

Cons

  • Leverages Incumbent Status

Bryce J.

  • Role: Sales Marketing
  • Industry: Education
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Feb 2022

Aircall - it is complicated

Likeliness to Recommend

7 /10

What differentiates Aircall from other similar products?

I'm not sure. We were able to get a good price and it seemed to have the features we were wanting.

What is your favorite aspect of this product?

I like how it works well with HubSpot.

What do you dislike most about this product?

It has been bumpy getting things to work correctly.

What recommendations would you give to someone considering this product?

Do a full test of everything before going forward to make sure it is what you need.

Pros

  • Performance Enhancing
  • Enables Productivity
  • Fair
  • Generous Negotitation

Cons

  • Charges for Enhancements
  • Less Reliable
  • Commodity Features

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