Aircall Pros and Cons

The most helpful feature of Aircall is being able to listen back to your conversations for quality control and future learning. It is very easy to use, which is helpful when you are using it every day. I like how easy it has been to implement recent updates like the pe-recorded voicemail message as this has saved time on calls. From a sales point of view, it is brilliant that the missed calls are logged so that we will still be able to support customers by being able to get back in touch to address their queries or provide information about our service. Review collected by and hosted on G2.com.

The only issue that I have encountered is when the internet is down, you are unable to use Aircall. Due to the nature of our business, an internet outage will pause everything, which is quite challenging. I think that the updates could be made more obvious as I feel you have to go and find them right now instead of them being a bit closer to the surface. Review collected by and hosted on G2.com.

The process of transferring our existing numbers during the initial setup/integration process was quick and painless with the assistance that we received from AirCall's support team. Our onboarding specialist was very communicative and helpful.

The variety and depth of reports are above and beyond what I've seen in most other VoIP systems. It's also extremely easy to set up and customize call flows, and I like that there is an API step to build a custom process. We were able to use this to build a flow that routes callers to the last agent they spoke with first, and then the call rolls over to the rest of the team as a backup. This simple thing was not possible with our previous phone system, and it's resulted in increased productivity and happiness for our team and our callers.

Our office team uses AirCall every day and has had nothing but great things to say so far. Review collected by and hosted on G2.com.

The only frustration I've encountered so far is with some of the reporting filters. For example, we consider a work week to be Sunday through Saturday. When running a report and choosing the Last Week option, AirCall defaults to Monday through Sunday. While this is minor since we can adjust it manually, it would be nice if we could specify what we consider to be a work week so that it was just one click less. Other reporting filters (like hours of the day to include, default timezone, etc.) are not always 'sticky' with what the previous selection was. Again, this is a minor thing since we can change it manually, but AirCall defaults to UTC, and we are EST. It would be one less click if we could set EST as the standard. Review collected by and hosted on G2.com.

Aircall's Customer Success team is very responsive. They have good integrations with other platforms including Zendesk, HeyMarket, Zapier, and custom built options. It's an intuitive platform that is easy for our agents to use and learn. And the rate of feature launch over the last couple years has been quite impressive. Every month we find access to a new feature or metric that improves our operations. Review collected by and hosted on G2.com.

We've occasionally had issues with call clarity in foreign countries. We have lots of small annoyances as it relates to data insights on transferred calls. The SMS features aren't as robust as we need so we have to use a 3rd party provider for our messaging. Review collected by and hosted on G2.com.

Aircall is a feature-rich VoIP call center solution with seamless onboarding, a simple billing model, and easy phone number porting from existing systems. It also provides dedicated account managers, ensuring smooth setup and ongoing support. Review collected by and hosted on G2.com.

The only slight downside would be the lack of support for adding an Aircall VOIP account to a physcial phone. Having siad that, the online setup guide is simple and we have multiple physical phones connected to our Aircall account. Review collected by and hosted on G2.com.

The platform is reliable and easy to use. The UI is intuitive and the smartflows make it crystal clear what the calling experieince is like. I also love that I can clone the smartflows from number to number. It makes it super easy to build it out on a test phone number and when it's working right, we can copy it over. Love that feature. It was also easy to migrate to Aircall and they timed it perfectly to minimize downtime. The customer service at Aircall has also been wonderful. They are quick to respond and quick to solve any issues we have had. Review collected by and hosted on G2.com.

I find that while the analytics have come a long way, I do wish the data would load faster or that we could drill down more quickly. SMS analytics are severely lacking compared to calls. I also wish we could trigger automated 1:1 text messages from Hubspot based on user activity or events. Review collected by and hosted on G2.com.

I have been using Aircall for a while now and I must say that I've been very happy with the product. The interface is simply to use for agents and the dashboard is very easy to navigate even as a IT illiterate.

Set up was very simple with click and drag interfaces and simple english explanations.

Thankfully I've only had to contact customer support once or twice but when I have the responses have been fast and efficient. Review collected by and hosted on G2.com.

I'm looking forward to the potential to intergrate the text message side of things with our CRM system, it works well at the moment but does not automatically link to our CRM which I would say is the only downside. Review collected by and hosted on G2.com.

AIrcall Dashboard which gives a holistic view of all your agents and all the influx that you recieve in any particular day. Besides that, they have amazing built reports which gives you the coverage about so many other features such as user history, user status, agent occupancy rate, missed call ratios and SLA etc.

Alos, they have top notch customer support when it comes to reaching out to them for any issues, they tend to help and resolve all your concerns. The tool is super easy to use and navigate. Review collected by and hosted on G2.com.

Missed call details, who it rang for, for how long etc. When we have these calls with our agents where we speak about their missed calls they want details about it which is missing. Review collected by and hosted on G2.com.

Not much since it was very buggy and the team had a lot of issues using it Review collected by and hosted on G2.com.

Pretty much everything from the integration and onward to hubspot - it really messed up the reporting and the analytics in air call were not great either. The app itself is very buggy, calls were just droppng and the app kept freezing and not letting them sign in. We are 100% outbound here and if it's not working then it messes up our top of the funnel. The CSM team there is non existent. We were a few days after the 30 day mark to let them know we wanted to cancel, they sent us with an invoice for the full year saying we didn;t cancel within the 30 day window. Thats when the CSM team reached out. Never a reach out before, no QBRs, nothing. It's not a great service at all. Review collected by and hosted on G2.com.

- AI Transcriptions save our team time creating call notes

- Scorecards ensure our L&D function can consistently provide accurate and meaningful coaching

- Call distribution is simple and easy to use

- Great analytics Review collected by and hosted on G2.com.

- Not being to deactivate users and only having a delete option. This just adds some time delays if you need to re-add previous users

- Needs more permission level or custom profile permission option Review collected by and hosted on G2.com.

I am not super tech-savvy, and with all of the things that need to be done as CEO of my company, Seldom do I have long periods to sit down and work them out. Air call is so user-friendly. I can have Team send me the calls to deal with and then i can pass it back to them that it is done. This leaves me more time to work on my business. We use it 7 days a week and love being able to text back after a call as that saves even more time. Review collected by and hosted on G2.com.

We have used it for several years with no downsides. Customer service is great but seldom required, which is even better. Review collected by and hosted on G2.com.