Aircall Reviews: 4.4/5 — Solid Choice

Interface is nice and sleek and simple to use

Connectivity issues. Bad reception. Always cant hear the other party or vice versa

Escalted customer service issues. Easy to make calls to customers.

It got the job done! Incoming, outgoing, voicemails were all managed by aircall.

It was not able to be integrated with our support system, which led to a lot of issues.

It created more issues for us than it solved.

The most helpful feature of Aircall is that I have access to a phone number linked to my work within my phone. I do not need a separate work phone so cutting down on devices is a significant aspect. Furthermore, I can make calls while traveling worldwide using my phone without worrying about long-distance surcharges.

The ergonomics of the application are not superb. For example, if I want to message someone, I have to go to my contacts and select the person's name or number instead of simply going to the message button to send a message. Additionally, a missing feature in Aircall is when I type a number on the keypad, it will be helpful for the contact's name to show up as I type. It is an innate feature in iOS and Android phone software, but not in the Aircall app.

The most significant benefit of using Aircall is that my productivity has increased tremendously. I can make and accept calls while on the road, so I do not feel tied down to my desk.

The fact that it will let you know if a CRM contact is calling or a personal call.

it has issues with setting up and can drop calls if the internet isn't working

Dropped calls, and logging calls as answered are issues

No perdida de llamadas de otros compañeros.

El retorno de la conversacion y mala cobertura.

Unicamente el no perder llamadas de otros compañeros, ya que salta a mi aircall

We just need to type country name and the code shows up and when we call we can see the country time as well.

Sometimes it does not catch the code, cannot work if headset is not connected , network issues in a few countries.

Can use our client coun try no. is any country and the customers won't even know that we are calling through a system operated software.

I love that Aircall integrates with Hubspot and will automatically record and save the recorded calls to Hubspot. This feature is incredibly convenient and saves our team a ton of time.

Aircall does not offer the same sound quality that platforms like Zoom Phone provide. This deficit created some adoption issues for us. Recently, Aircall introduced an update that increased the number of clicks from two to five when using the Outreach.io integration. This update came as a surprise to our SDRs, and it created an inconvenient workflow. I do not recommend using Aircall with Outreach.io.

We use Aircall because we needed a solution for our SDRs to make phone calls quickly and for our managers to gain insights from those calls. We love being able to record the calls and save them to our CRM automatically. Aircall's, "Calls and Stats," page is straightforward and convenient for any manager that needs to know how their team's calls are going.

The call history provided is ok for my work

You can not text through aircall... A major issue for our company

I really don't use air call for the problem solving

I like that it tracks my calls in the CRM

There are too many errors, dropped calls and bugs

its messes up a ton

The simplicity of the interface, setting up numbers, assigning users and setting up queues

Call quality can be flaky, depending on your hardware setup. In our case we ended up with being connected to other numbers than dialed, lots of disconnects on long and short calls, and a support department that doesn't really want to help you, even if you pay >1000€ a month.

The idea was to replace our old, dusty VOIP solution with a solution that can manage and track our calls and performance in a great way.

Aircall has a great vision for what the product can be, with decent integrations and a good focus on what customers need. Outbound calling tends to be good, whether from the desktop app or the phone. Having general office numbers for our support and sales lines is great, as well as setting business hours, customizing messages, etc.

Inbound calls are extremely unreliable. Do not use Aircall if you are primarily using it to receive incoming calls from customers, clients, or prospects. When I've been on the road -- with just my cell phone -- I've had multiple calls not come through at all. A few minutes later I get a voicemail alert, with my phone not receiving any actual call. This happens completely randomly across multiple connection types (e.g., wifi, 4G). I've reached out to support multiple times, and while they are quick to answer and kind, they tend to dismiss my concerns and haven't fixed this problem (and a few other problems) at all. So be warned: Aircall provides a pretty app and they have a good vision, but they are very unreliable.

Aircall provides the individual numbers for all of my employees to make and receive calls, and also for a few general numbers (e.g., sales, support) that can then get sent to different employees depending on who is working, etc.

We have taken our organisation of 180~ users from RingCentral to Aircall, and I think we regret it. While the migration process went smoothly, we have fast realised the product is not fully polished or ready for larger organisation. For starters the admin portal has almost no BULK functionality which makes it very hard to administer large groups of users. The flow editing is nice, but take a bit of getting used too. When setting up filters for flows, you cannot set DATE rules, you can only select days of the week for the rules to apply. This made it difficuclt to schedule a XMAS group to start/stop at scheduled times. Instead we had to just edit the flow on the week of the holiday, then change it back when the office returned. Lastly we have had unexplainable issues with the flow and new groups we created. We had made a group for users in anticiapting for an event, and the group started receiving calls before we had added it to any flow!! Live chat support was useless as always, so just had to delete the group and re-do the same action on the day of the event. Pretty poor IMO. The client on application on users machines works great. Admin portal seems fast, and to setup new users is easy. But wait to you get to large groups.....painful.

No BULK add/remove of groups - like are you serious? It HAS to be done one-by-one Unexplainable flows being triggered Useless support - only live chat, hardly speaks English, reply with useless answers. Seems like a script to some degree.

We use Aircall as our primary contact method for our 5000+ clients

that it shows your calls and your ability to find a number and call an that my coworkers can add my call back to my to-do list

that it slacks a lot that we have to be fighting for a call that they can put 1 to one angent and then the next on that is on line it work how ever in the lines more and sometimes when you internet or just you airecall stay stock i lost it cuz m not gona get more calls

that i can find in my to do list the call back i need to and that i can find my call recording for any issues i have with my QA

The interface of Aircall is excellent. The caller Id was always perfectly in line with our Hubspot system.

Even though the interface was terrific, the call quality was usually awful. We had many dropped and broken-up calls.

We solved the issue by logging incoming and outgoing calls while having a very user-friendly application. However, the application quality does not matter when the call quality does not back it up.

I really like the design and layout of the software. It's visually pleasing, neat, tidy, and fairly easy to find what you're looking for when in a call.

The server and features are extremely unreliable. When they work, it's great! But there are so many instances where I've had to troubleshoot with agents to even get them available on the phone lines because of server errors, glitches, needing to refresh a cache, log in/out multiple times during their shift, etc. It's also a very buggy program and unavailable for Chromebooks. Next, their customer service isn't great. The inconsistency of the agent quality is wild, and it's like pulling teeth trying to get some of them to understand what's going on sometimes.

We're solving the need to talk to customers on the phone. Benefits are decreasing wait time and voicemail tickets, as well as tickets from other channels (text, email, social media etc.)

The recording feature is great. Any time we need to reference a problem or specific conversation, it's mostly easy to find.

The search feature in history isn't very good. I can search by DOT# (which we use as our "first name") or the company name and nothing will come up. If I search the phone number it will come up, but only if it's exactly typed in how it was saved in the contact. So if there's a + in the front or - between numbers, sometimes it won't find it. But sometimes it's the other way around as well. Very frustrating. I also hate that I can't share a recording with someone who doesn't have an account with aircall - what the heck is that all about?!?!?!?!

We work in transportation, so it's basically customer service all day long. The benefits are being able to prove or disprove he-said she-said problems by sharing the recording.

You can call many countries without the hassle of looking for country codes etc

Many dropped calls and poor connection every day

It is a great place to take calls and be able to use a laptop, also great for international calls.

It's a great agile product. Very nice interface and many good features.

Bugs, more bugs and even more bugs. They have a non-existent verification methodology. For such a critical-use product they should have been much more diligent. An option to disable recordings for certain calls would be great.

communicating with external customers, providing customer support.

It has a lot of functionality Easy to use Call recording Voicemail Good sound quality Call recording Automation and workflows

I have no dislike about it since it works best for me

Able to call worldwide

Integration with Salesforce makes the software intuitive and easy to use. Having the option to select which country call code you're calling from also helps when doing outreach to international prospects.

The quality of calls were inconsistent and unreliable most of the time. Aircall's support team kept putting it down to unstable internet connection when Skype, Teams, Whatsapp and Zoom calls were never an issue for us.

We no longer use Aircall, but installed the software so that our sales team could make international calls and have them logged automatically with Salesforce.

AirCall was beneficial in that it provided multiple API integrations with Front, Slack, and other tools for our team. The phone logs and recording features were helpful to ensure call quality and add notes into Front tickets.

The tool was generally very unreliable. A reason we migrated to another software was due to AirCall not connecting calls customers were making to agents or it would drop calls at a substantial percentage. This made it impossible to use both for customer support and customers trying to call in.

At the time we switched to another tool, Aircall was solving the issues of not connecting calls or dropping calls customers had made. This would have benefited our team in that it was already integrated with our systems and easy to use for customer support representatives.

The interface was nice to use. Intuitive design for the platform itself and navigating features.

Constant issues with calls. Dropped calls, or sometimes during specific times of day, the calls would not be clear, and the customer could not hear me. It would also hear other calls or interference on the call oftentimes. Customer service was not helpful and we eventually moved to an alternative platform.

Trying to answer customer inquiries and calling customers back.

We were on Dialpad before this, but we did not like their contact management and SMS so we switched to Aircall+Front integration. It is costly, but does get the job done. It is not perfect and expensive. Hence the review. But it gets the job done for a small company. Edit 9/30/20:

Aircall is really pricey for the features they offer. We pay about 70$ per user + phone minutes. Occasionally there are some bugs where the headset did not connect or when using the iOS app it just hangs up on you while trying to answer.

It did help us organize our SMS, but that is mostly due to Front and not Aircall.

Easy to setup and configure. Modern user interface. Call recordings are awesome and easy to access on mobile. The availability status on mobile makes a ton of sense also.

Significant delay when picking up the phone. There's a noticeable lag when talking that sometimes makes conversations really awkward (even on super fast Fiber based internet).

Having teams share sales and support phone lines across many different locations with dynamic team member availability

The in-call quality is on average better than the previous system we used. I also like the customizability of the hold music, etc. The call coaching feature is also super useful and sets it apart from other similar products.

The ability to answer calls, missed call functions and voicemail functions are super buggy and not user friendly.

Our previous system made it very difficult for us to change up the hold music. Aircall makes it super easy to do this, keeping it current and non-annoying for our users.

Leaving. Ring Central, Grasshoopper, Google Voice, Ooma, or 2 cups with a string would be far better.

Call Quality. Dishonest marketing. Terrible customer support.

Aircall has not solved, but only created problems. They've wasted hundreds of hours and introduced our clients to poor call quality.

Nothing! The will hold your phone # hostage

Everything! They have one employee answering phone calls if they even answer. They will not transfer the call to a manager and after 6 weeks of not being able to use my services I finally complained to the “success team” who canceled the account against my consent because they didn’t want to deal with it. I did not receive any refund for this even though I paid $500 to use the service for the year. They are are now illegally ignoring my requests to port away my business phone number.

Absolutely none. They have created problems for me that did not exist before:

UI, functions, good product; Easy to implement

Support was really bad once we paid and had a problem, Billing

Calling abroad

The digital phone desktop app is very responsive

The call quality is terrible and constantly drops. Messages do not give notifications when you receive them.

Quickly being able to make calls without needing to top up cards

Honestly, there is nothing that I like about this product besides that it works some times, which is better than it never working.

The interface is not very friendly for users. Im not able to make a personalized voicemail for myself without recording it, then uploading (which I have to send to my manager to upload). The person on the other end of the line can hardly hear me most of the times, which is the biggest issue with the product. That leads me to call them on my personal cell # to accomplish the call. And there is no call queue fucntion available for inbound calls (at least that we are aware of). Im sure there is more I could write, but this is the short list.

Not really much of anything besides my managers being able to track in/outbound calls. It has been more of a headache for the users than helpful