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Aircall

Score7.4 out of 10

131 Reviews and Ratings

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What is Aircall?

Aircall headquartered in Paris provides a VOIP system for business designed to support contact centers, featuring IVR and automated call routing, conference calls, shared call inbox and call notes, unlimited concurrent calls and call queuing, and many integrations with CRM or marketing systems to support a variety of support or sales purposes.

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Categories & Use Cases

Media

Screenshot of A simple way to make and receive calls at your desk.
Screenshot of Your calls on the go, anywhere you go (iOS + Android).
Screenshot of Track your team's call activities in real-time in the Aircall Activity Feed.
Screenshot of Track your team's call performance in real-time in the Aircall Analytics Dashboard.

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Screenshot of A simple way to make and receive calls at your desk.

Aircall Key Features

Learn about the best (and worst!) features Aircall has to offer, as determined by TrustRadius' reviewers.
Based on 131 ratings of Aircall's features
View all Aircall features

Top Performing Features

  • Call recording

    Automatic recording of inbound and outbound calls

    Category average: 8.4

  • Answering rules

    Ability to enter rules to route calls to main number or other extensions in case of absence

    Category average: 8.3

  • Multi-level Interactive Voice Response (IVR)

    IVR is a phone menu allowing callers to interact with the system through voice and keypad

    Category average: 7.7

Areas for Improvement

  • Audio conferencing

    Audio conferencing credentials for all on the system.

    Category average: 8.5

  • User templates

    Create and apply batch configurations to multiple users at once

    Category average: 7.5

  • Call park

    Ability to hold calls in virtual location and subsequently access from any phone in system

    Category average: 8.1

Aircall Reviews

What users are saying about Aircall.
View all Aircall reviews

A Good Call for Aircall

Ariana LumagbasView profile
Data Entry Specialist in Customer Service at Blacklane (1001-5000 employees employees)

Use Cases and Deployment Scope

I was a publisher for a home sharing platform before, and we use Aircall as a tool for reaching out to clients and customers for our platform. It is a very good tool to use as its direct to the point, I love the ringtone and how I can put contact numbers effortlessly.

Pros

  • Voicemail
  • Voice Recording
  • Transferring Calls

Cons

  • Design
  • More Ringtone
  • A function where you can minimize it more

Return on Investment

  • It provides our business revenue as this is the main tool for using calls

Usability

Alternatives Considered

RingCentral Contact Center and Avaya Contact Center Select

Other Software Used

RingCentral Contact Center

Great tool with amazing integration options

Incentivized
Temim TabakovicView profile
Head of Customer Success in Customer Service at AQVC (51-200 employees employees)

Use Cases and Deployment Scope

We use Aircall to communicate with new users on our platform and call prospects.

Pros

  • Integrate with CRM
  • Easy use and cross platform functionality
  • Phone app

Cons

  • No real disadvantages for us as they even connected to our Twilio main line, so far no specific things that are not working or should improve.

Return on Investment

  • Great way to communicate with new users via direct call followups and then managing all of the details in Pipedrive(CRM) we use.

Usability

Alternatives Considered

Twilio

Other Software Used

Pipedrive

Aircall review

Incentivized
Verified User
Manager in Sales (51-200 employees employees)

Use Cases and Deployment Scope

Aircall is used for all of our reps to make their calls as well as leveraged for call reviews due to call recordings. The transcript that it provides our reps is very detailed and accurate and saves us plenty of time to recap the conversation. Aircall has been a great learning tool for us outside of just making calls.

Pros

  • Call quality
  • Recording
  • Transcript

Cons

  • More and better call insights
  • Sound quality at times is inconstant
  • Calls dropped at times

Return on Investment

  • Great call listening recordings
  • Synced with salesforce very quickly
  • System was always up and running without crashing

Alternatives Considered

Dialpad Ai Contact Center and Gong

Other Software Used

Outreach, Gong, Dialpad Ai Voice

Aircall has a great UI and is well-suited for smaller organizations

Incentivized
Verified User
Analyst in Customer Service (501-1000 employees employees)

Use Cases and Deployment Scope

We use Aircall on the investor relations team. Investors can call us and we can make outbound calls to them. We also have a tiered phone line set up for those investors. We implemented an IVR system so that we can prioritize high-value clients and route the callers to the right place and account manager too.

Pros

  • IVR
  • User Interface
  • Call history
  • website is easy to use

Cons

  • filtered categories
  • video
  • integration

Return on Investment

  • Answer rate improved by 14%
  • NPS moved from -12 to 13
  • WFH capable

Alternatives Considered

Groove, a Clari company and HubSpot CRM

Other Software Used

Plaid, Shortcut, ClickUp, Fullstory

A reliable tool for outbound sales

Incentivized
Owen PickrellView profile
Account Executive in Sales at Disciple Media (11-50 employees employees)

Use Cases and Deployment Scope

I’ve used Aircall for inbound and outbound sales calls. It allows me to call any country through an app on my phone at low cost.

Pros

  • Multinational calls
  • Multiple (country specific) phone numbers from one device
  • Phone calls when only internet signal is available

Cons

  • For outbound sales calls, it would be great to have an automatic dialler. I.e Submit a list of numbers to Aircall and it keeps dialling until someone picks up.
  • It would be great to be able to automatically leave a pre-recorded voicemail when dialling out.
  • Inbound calls occasionally don’t connect

Return on Investment

  • We had a 20% increase in outbound calls

Alternatives Considered

Microsoft Teams

Other Software Used

ZoomInfo Sales, LinkedIn Sales Navigator, Outreach

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