Aircall Reviews

Pros

Using Aircall is a breeze. It simply requires a one-time setup. I like Aircall since it is quick to load and has an intuitive interface for fixing audio problems. A softphone I once used took 20 minutes to load, and it was a real drag. I also appreciate how simple it is to use the controls. In my opinion, it has a great user interface. This is the nicest setup for me, and there aren't too many buttons.

Cons

The entirety Aircall is fantastic. If I may provide a recommendation, it would be to enhance the functioning of conference calls. If at all feasible, I'd want to be able to end a call when I'm no longer needed, and I'd like a simpler process.of

Pros

What I love about the software is the fact it is just so easy to use. Being a gatekeeper at my company is not one of my highest priorities as I cover many different areas. But the fact that I could do one onboarding call, and understand how to call, take calls, transfer, tag... basically everything is amazing. Not to mention our CSM was great and always checked in to ensure we understood the platform.

Cons

The only thing slightly annoying is the constant updates on the phone app, which stops you being able to take calls until you update it and as someone who doesnt always have the app open right in front of me sometimes I miss calls because I am unaware it needed an update.

Alternatives Considered

RingEX and JustCall

Reasons for Choosing Aircall

Cloudcall just weren't working. The phone system was frustrating to use and they would turn any number on your laptop in to a phone number link somehow. Also took ages to get any support whereas Aircalls is very quick.

Switched From

CloudCall

Reasons for Switching to Aircall

A few employees were aware of this company and said it was good, also the amount of integrations they offered combined with a mobile app was a big thing.

Pros

Nothing. The product sucked all around.

Cons

Everything, especially their billing and customer service. They don’t even have a phone number, so if they do respond to you, it’s via email more than a day later.

Alternatives Considered

8x8 Work, Dialpad and RingCentral Contact Center

Reasons for Choosing Aircall

Deceptive marketing that made us believe they had better integrations than they do

Reasons for Switching to Aircall

Deceptive sales process, we were promised features that don’t exist or work.

Pros

Great tool with amazing UX. Easy to roll out to the org.

Cons

The dashboard and data functions are all added extras. Upfront cost is not real.

Pros

The most important part of Aircall is that we're able to sync the contacts between our different phone lines and add the contact during the calls or afterward. This feature has helped us make things easier for the agents that answer calls every single day of the week.

Cons

The only con that I have found from Aircall is the fact that you're not able to use the phone numbers to send or receive text messages. As a Roofing Company, some users choose not to call but to text or email us and the fact that there is no way to check text messages or send them.

Alternatives Considered

CallTools, Zoiper and Ruby Receptionists

Reasons for Choosing Aircall

Calltools never worked for us, we never got the dialer and script features working and the support team took hours if not days to get back to us or even to close a ticket. Also they made us install third party dialers to use their calling services which was not convenient because they use a complete CRM and that made us move forward.

Switched From

CallTools

Reasons for Switching to Aircall

Because Aircall does not require fiber optics connection to handle inbound/outbound calling, they offer a wide platform support for IOS, Android, Windows and MAC apps to be installed so if you're out on the move or in office or even at home you can work from any device in reach.

Pros

AirCall is very user-friendly and easy to deploy. The dashboard is very streamlined, and it's easy to set up additional features like IVR. The Call Monitoring feature is critical. It is really helpful with Sales, Retention, and Account Management. Helps me to hear exactly what's happening on the call, so that I can train my team members, and help them hone specific pitches.

Cons

I have no complaints, it's the best VOIP service I've used.

Pros

I love the immediate use of the product that is available. I truly do love the customer service as well!

Cons

I really don't have any cons that I've found while using Aircall yet.

Alternatives Considered

RingEX and Kixie PowerCall

Reasons for Choosing Aircall

The connection issues present with our old provider was inhibiting our team.

Switched From

Talkdesk

Reasons for Switching to Aircall

Aircall had everything we needed for the best pricing and was transparent about their pricing structure.

Pros

We implemented Aircall because we needed to record inquiry based calls to help improve our business and services. Aircall provides you with toll free numbers, a virtual call center, and call routing, which helped us get started.

Cons

The pricing is a bit steep, provided the fact that you have to pay per user, and each member of our team needs access.

Alternatives Considered

Twilio

Switched From

Twilio

Reasons for Switching to Aircall

I found it much easier to use and the integration feature sold me.

Pros

one click integration and easy reporting to set up in couple of minutes the contact center workforce, monitor and manage it

Cons

the administrator must have a operative license to manage the platform, additional phone numbers is not granted sequential

Alternatives Considered

Twilio

Reasons for Switching to Aircall

first of all the learning curve of aircall tha wins on the alternative, this solution don't need development skills or code to be maintained, aircall is cheeper and include the support service in the license

Pros

It's got everything you need for a smooth sales process. From the interface, to call recording, ease of use, transferring calls. Just perfect.

Cons

Software seems to be flawless, however, for a smaller sales operation like ours, the price was very high.

Pros

The best thing about Aircall is its ease of use and pricing. It's one of the less-expensive soft phone providers on the market, and it's extremely easy to get in and assign numbers and teams. The call quality is also pretty good for what you're paying.

Cons

There's not much of a solution for local presence. Our use case requires calling across the United States and Canada, and in order to reach leads effectively we need to use area codes that they recognize. This is certainly achievable, but it requires a lot of legwork on your part - purchasing numbers in the areas you want to reach and manually switching before calling. I've also run into a few integration issues that no one can seem to help me with.

Alternatives Considered

Readymode

Reasons for Switching to Aircall

Pricing, previous experience, and integration with CRM.

Pros

What I like most about this software is the dashboard. I am able to monitor employees and help them by using the coaching feature which is really cool. I can add new hires and remove people who are no longer with our organization with ease. Also, I like the analytics which our management team really appreciates because it helps us to determine workflow by gaging when agents are needed more on certain days and times.

Cons

The first thing I would change is having to refresh the dashboard all of the time. As an admin, I have to refresh to make sure I am seeing current activity. It showed agents unavailable, and when I reached out to them they said they were. I had to refresh and two of them were on calls. Also, sometimes when you go available on the Aircall App, it shows you available there, but on the Dashboard it shows the agent unavailable. When this happens, you have to log all the way out and then log back in. One last thing I would change, is when a customer calls in, after the phone rings several seconds, it says NO ONE WAS AVAILABLE TO ANSWER that call. But that wouldn't be the case.

Pros

According to me, Aircall software is highly appreciated for its ease of use, advanced call center functionality, and seamless integration with other business tools. I find the intuitive interface and simple set-up process to be highly beneficial, allowing them to quickly start using the software without any issues. The advanced call center features, such as call queuing, automatic call distribution, and call recording, are highly rated by users for improving call management and customer service. Furthermore, I find the integration with popular business tools like Salesforce, Hubspot, and Slack to be highly useful in streamlining workflows and boosting productivity. Overall, Aircall is considered a comprehensive and valuable solution for businesses looking to manage their calls more efficiently and improve their customer service.

Cons

I might experience occasional call quality issues, limited customization options for call center settings, and occasional glitches or bugs when using Aircall software. Some users and I have also reported having difficulty with integrating Aircall with other business tools, although this seems to be less common. However, it's worth noting that these criticisms are not applicable to all users or situations. Despite these drawbacks, Aircall is generally considered a comprehensive and user-friendly phone system that many businesses find valuable

Pros

The ease of use with Aircall has helped us move from regular phone calls (across multiple devices) to handling everything on a platform.
Helped us keep track of every call and the notes for us to refer back to in times of need. The recording quality is incredible, we leverage this for our internal training and audit activities.

The CRM integrations provided are top-notch and save a lot of time for every user.

Cons

The pricing is on the higher side compared to the rest of the tools that offer similar features.
The mobile app is not as user-friendly as the web app, there is a lot of scope for improvement.

Pros

Integrates nicely with HubSpot and many of the other services we use

Cons

The audio quality is beyond poor. Been using this service for months and I've submitted the feedback and even received a call from them to my cell phone and could tell immediately that they were using Aircall because of how bad the audio quality was. It drops in and out and causes issues with our business.

Alternatives Considered

Grasshopper and Twilio

Reasons for Choosing Aircall

More features and better integration

Switched From

Talkroute

Reasons for Switching to Aircall

I met a rep at a virtual event

Pros

This software is integratable on desktop and on our cell devices

Cons

Sometimes the quality of the voice is garbled and it makes it hard to conduct business

Alternatives Considered

Zoom Workplace

Reasons for Switching to Aircall

Cost and need

Pros

- It's really well organized call center platform, had capability to handle any type of customer service requirement.- easy to integrate with CRM platform

Cons

- sometimes call are not getting logged through API connection. but not big issues

Pros

Our Sales team started more than 2 years ago with a test and we continued. We find Aircall easy to answer the phone and is there a high-quality connection. Our Sales team uses the Hubspot integration. Since 2 years our CSM and onboarding team are using Aircall to call customers.We use a Planhat - Aircall integration, however the automated log only includes the duration of the call and not the notes. We have different numbers per country presence.

Cons

Passing calls between departments is not good arranged. We have customers in Spain, but no local address/office so this caused issues because of no proof of address.

Pros

I love the simplicity of the product. There is no need to read a manual to use it, and the features are very intuitive. It is really easy to add users and manage their use as well.

Cons

It is not a very robust software, but it's all we need for our business.

Pros

Aircall helps you keep track of who you called and when. You can record calls, track how long you have been talking to someone. They recently added a tag option where you can tag your calls making it easy to analyse things and be organized.

Cons

Too many cons because using this app really all depends on how strong your internet is.

Pros

The simplicity and quality of the platform are one of the biggest pros. It's a simple app and still manages to give the best features. Call and service quality is one of, if not the best.

Cons

There is not much to dislike about aircall, I'd say if they make user interface a bit more "fancy" that can be

Pros

What I like the most of this software is that I can choose to pause the recording when I am collecting credit card information from a customer then continue recording afterwards and it gives us a good recording link automatically integrated to hubspot. Also it let me plot my work hours so I didn't have to manually switch myself to DO NOT DISTURB or AWAY when I am on my scheduled lunch/break.

Cons

Everything is good but this could improve if it allowed us to send text messages too! I see that sending messages to my clients is a must and I found it as an inconvenience to switch to another software to do just this. Also, I needed to cross-check between two software for the timeline of my communications with a client. Like have I sent a text after we spoke? or was it after or was it sent on a diff date. This takes so much time.

Pros

Integration was quick and easy. Adding users and new outbound numbers is simple and efficient. Good calling quality and excellent customer support.

Cons

It is not customizable meaning that certain specific customizations are not possible or available, for example the ability to pre-record a message to leave automatically when receiving a voice mail.

Pros

Aircall is constantly upgrading and releasing new helpful features. The analytics dashboard is great, has a lot of insights and really helps us as a company hone in on certain problem areas to fix to help better our customer experience.

Cons

analytic filters are overly complicated to get the best data - it took a few chats with customer service to get it right, however now we know it works a charm.

Pros

Not applicable. I DO NOT recommend Aircall to any small business.

Cons

Integration with Hubspot is very limited and the sync does not properly work every time. After I expressed my disappointment about the integration and the high price I was paying, my CSM rep [SENSITIVE CONTENT] seemed more interested in locking me into a longer-term contract to lower my fees rather than helping me fix the root cause.