Aircall Software

4.28 / 5 (128)

About Aircall


Aircall is a cloud-based phone system designed for teams like customer support or sales teams. Aircall is a software that allows companies to get phone numbers in 30 countries, configure them in seconds and forward calls easily across their people. Each team member makes and receives calls on the Aircall app for PC, Mac or smartphones, without the need for desk phones, professional cell phones or PBXs.

Aircall offers a range of features like call recording, interactive voice response, shared call inbox, call queuing etc. Aircall can integrate with CRM systems (e.g. Zendesk) or collaboration tools (Slack) using an API and Webhooks.

Managers will be able to make data-driven decisions with the analytics  and a real-time and historical reporting.

Aircall offers three packages to choose from. Each one can be billed either monthly or annually, and are based on the amount of numbers and users needed. Full support and training are offered, including a knowledge base for new and existing users.



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Supported Operating System(s):

Windows XP, Mac OS, Web browser (OS agnostic), Windows 8, Windows 10

128 Reviews of Aircall

Average User Ratings

Overall

4.28 / 5 stars

Ease-of-use

4.5

Value for money

4.0

Customer support

4.5

Functionality

4.0

Ratings Snapshot

5 stars

(64)

4 stars

(48)

3 stars

(8)

2 stars

(3)

1 stars

(5)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 128 reviews

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January 2019

Murali from Mindtree

Company Size: 10,000+ employees

Review Source: GetApp


Ease-of-use

5.0

Functionality

4.0

January 2019

The best way to set up a call center and to enable support!

Pros

I could set up a call center in matter of minutes, and it is very easy to use! And the calls that arrive, we can forward to personal mobiles, that has helped us to make sure that we would not lose any important calls. The best part is, we can record and make a note of all the calls, and we can also put up a setting for greetings. The desktop app is self-sufficient to receive calls, and I should say the quality of these calls are just awesome. The customer service team is very responsive, they have quickly got back to us whenever we had any concerns. The application integrates with pipedrive, slack and thereby had helped our staff to stay connected for better support. The application is very much cost effective in comparison to the features it provides.

Cons

We need a strong internet to use this application. There are a lot of updates available every now and then, but updating and restarting of the application has become a very irritating task.

March 2016

Bill from Honor's Builders, LLC


Ease-of-use

4.5

Customer support

5.0

Functionality

4.0

March 2016

Aircall is a great tool for startups and growing businesses alike

Pros

- Aircall gives me freedom to take calls away from my desk. Using the forward to mobile feature I need not worry that i'll miss something important
- Equally as advantageous, is the feature to track and monitor calls as well as set greetings. This ups the professionalism of the business to new heights. Customers can't believe that we're just a small office working out of Seattle.
- My favorite feature by far is the ability to easily dial out and receive calls via the desktop app. This has really improved our business being able to easily communicate with outside contractors and investors around the world. This is the 21st century, and it's about time we're finally able to communicate like it.

Cons

- As this does run on internet connection, calls can be a bit choppy if you don't have the best Wi-Fi. (Which has resulted in the app crashing a couple of times)
- Compared to some other phone services this is a bit pricier because it charges per user.

August 2017

Allen from SpyGuy Security

Company Size: 2-10 employees

Review Source


Ease-of-use

2.0

Value for money

2.0

Customer support

1.0

Functionality

2.0

August 2017

If you like a tons of bugs, features randomly removed, and terrible customer service that costs you money, go for it.

Aircall used to be a solid product with fair pricing and good support. I don't know what's changed in side their company, but something has gone wrong and now their product and customer service are suffering.

Pros

They have dedicated apps for all the major devices (iOS, Mac, Windows, etc). They have a good website that's easy to find what you're looking for.

Cons

I have to begin with the fact that their customer service is horrible and screwed me out of so much money after they changed the product without warning.

I was on their enterprise plan and paid for the entire year upfront for all my users and lines. 6 phone lines, 4 users. I was supposed to get an account executive, but was never assigned one until 7 months later when I had a major issue happen and asked where my rep was. She had just been hired maybe 2 weeks prior, she said.

Halfway through July 2017, the engineers accounted a bug in a feature we depended on. They issued a 'bug fix' by removing the entire feature without warning! Without this feature, we couldn't use the Aircall service. I had several phone calls with them and maybe a dozen back and forth emails, but Aircall wouldn't add the feature back.

I politely asked for a refund for the remaining 5 months of service and they flat out refused, even though the product I paid for had changed, I didn't sign a contract, and there was nothing in their TOS about it. Now, I've paid for 5 months of service I'm never going to be able to use because Aircall removed the function we needed.

This is AFTER I'd written glowing reviews on various ecommerce platforms, told other entrepreneurs to get it, and again, paid for an entire year.

Outside of that, the software always seemed to be loaded with bugs. They do not add features very often, including some that are needed badly. You also can't put customers hold hold when you dial them - only when they dial into you!

I would strongly suggest skipping Aircall and trying out something like Dialpad or Talkdesk.

October 2018

John from GSK

Company Size: 10,000+ employees

Review Source: GetApp


Ease-of-use

5.0

Value for money

4.0

Functionality

4.0

October 2018

Aircall and Piprdive combination do the job for me

Pros

Aircall integrates seamlessly with Pipedive to make our groups task easier. The phone numbers extracted through pipedrive email marketing campaigns are fed to Aircall and our phone markering people will take the charge at this point. Aircall has a great advantage that it works very well on the phone app which we never need a phone number to make the call. It cheaper as well compared to the services it offers.

Cons

Aircall is the app in which I daily use that gives most minutes of downtime everyday. The mobile app sometimes fails to send out sound notifications even when the sound setting are set correctly.

September 2018

Praveen from Accenture

Company Size: 10,000+ employees

Review Source: GetApp


Ease-of-use

5.0

Functionality

4.0

September 2018

Setting up a call center in just 5 minutes!

Pros

Whenever we are done with creating a product/service we usually give everything to marketing and sales team but I believe there should be one more thing needed, the customer service to answer product related calls. We have been not granted with great infrastructure to set up a group of customer service associates at our office but with the help of aircall, we set up remote agents from almost every continents. I could easily monitor activities and real time performance from my office and they even allow a great iPhone app to do everything at great convenience.

Cons

They do not offer anything for companies below 3 employees. They won't allow registration using webmail email addresses like Gmail and Yahoo and they only accept email addresses at a company domain. This causes freelancers and consultants to not using this app.

April 2017

Nicholas from Penn State University

Company Size: 10,000+ employees

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

April 2017

Aircall for Student Media Creator Support

We have been using Aircall as a replacement for a traditional phone-based hotline system that served to connect students (and faculty/staff) with our team of media production experts who offer just-in-time support for video and audio projects. Aircall integrates perfectly with a Slack - Talkus - Aircall workflow that allows for using our team Slack channel to funnel both calls and chat requests through a #support channel. This enables the entire staff to be more responsive to support requests. Aircall itself also offers features that we had not previously been able to leverage like cascading ringing, customized hours generally and for specific users, easy transferring of callers and more.

Pros

Aircall is easy to set up, dead simple to use but hides a host of powerful features beneath its slick fa├žade.

Cons

The mobile app is a bit rough around the edges, but that's minor compared to the above.

April 2016

John from Think Smarter Inc.


Ease-of-use

4.5

Functionality

5.0

April 2016

A tool with tremendous value at a modest cost

Pros

I love that Aircall offers my company the ability to sound like a full sized professional services company. Phone calls are everything at my business, I match people skills with businesses and it's extremely important to keep constant communication between all parties.
Aircall lets me keep that constant communication whether i'm at the office, on my computer, or even need to switch phones. The parity of the service of a whole is an extreme value for the cost.

Cons

The mobile app interface definitely isn't my favorite, however as Apps come, it's likely they will be improving that in the near future. The functionality is all there, just the UI/UX and layout of everything isn't the most appealing. Hardly a reason not to try Aircall out though.

June 2017

Erin from Cause IQ

Company Size: 2-10 employees

Review Source: GetApp


Ease-of-use

4.0

Value for money

5.0

Customer support

3.0

Functionality

4.0

June 2017

Great app

Pros

I use Aircall every day and it's very easy to use. Call quality is good. Very easy to use app for both my Mac and iPhone. Easy to import contacts via CSV. Love the office hour options to automatically make calls go straight to voicemail. Love that you can call right out of the mobile app so I don't have to use my cell number when I'm not at my computer. Great solution for companies that don't want to spend money on a phone service and hardware.

Cons

Wish there was a direct Salesforce integration so that all my "attempting to contact" and "active" are in my contacts. Often times they aren't up-to-date (due to me not pulling a CSV more than once a quarter) so I'm never sure if it's an Aircall coming in through the mobile app or if it's just a random number.

April 2019

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

3.0

Value for money

3.0

Customer support

4.0

Functionality

2.0

April 2019

It's great for a small business, but needs to grow for larger ones

They were VERY helpful in assisting us with transporting over our 15 or so numbers. Since then we've gotten many more numbers, and because of our use-case, they've worked with us and have allowed us more reach than we really should have. That being said, we're a call center and have calls coming in and going out constantly -- we need far more details in the reporting area than they currently offer. If they could tighten down this area, I would have given a better rating honestly. But this also comes from someone who needs statistics to make daily/weekly/monthly decisions internally.

Pros

The user interface is really nice and clean. Something I've found lacking in so many other VoIP providers.

Cons

There are several bugs we've reported over the past year that either take a long time to get fixed if they get fixed at all. We found a workaround for most of our issues though.

August 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

August 2018

Set up is easy, integration with CRMs

Pros

- Most of VoIP solutions require some level of knowledge and expert understanding , but aircall it is easy to make the set up
- We use hubspot as CRM and we integrated aircall easily without a problem
- For the quality and simplicity I get I think the price is very competitive

Cons

- You need good rally internet connection otherwise the communication quality is poor, at least 10 Mpbs upload
- Customer support could be better

December 2018

Ben from Schudio

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

3.0

Functionality

4.0

December 2018

Software based phone system

Pros

Aircall was really easy to setup, and the team were very helpful and forthcoming with information. They integrate really well with lots of different CRMs and that's where the most useful features of the system come into play.
Being able to see who's calling, log that straight away in the software, and also have a quick link to click to view that customer/client information means the agent handling the call can in most cases respond much more quickly, and save the step searching for the customer's records.

Cons

It's quite expensive per user, almost twice the cost per user of our current physical phone system, and more expensive than other software phone providers. There also were some strange issues with the bluetooth streaming protocols forced on bluetooth headsets when using their app which hasn't been present in other similar apps that I trialed and tested.

April 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

3.0

Functionality

5.0

April 2018

Overall it is a great product in a very crowded space. We joined in the early days.

It has allowed us to have a remote team and grow our business and double the amount of support staff in a very short space of time.

Pros

- ease of use
- reporting features and ability to export data so we can create custom reports
- ability and ease of scaling the size of our account

Cons

- the support does not always solve the issue/s we have

August 2017