Aircall

What differentiates Aircall from other similar products?

I like the Speech Analytics section. I’m ready to pull calls from my agents and coach additional effectively because of the evaluation forms located in this section. I can snip parts of the audio that I would like to emphasize or use in training. The reporting options are cool. I can produce regular reports so I always know what’s going on in my call center.

What is your favorite aspect of this product?

I favor the fact that I’m totally in control. unlike with our previous system where everything had to go through client Support, with AircallI can do it all myself. The reporting is far more consolidated compared to different systems where you’re given fourteen report options where 4 can do. I favor that I was able to enable direct extension dialing which is something all call centers should have.

What do you dislike most about this product?

My only dislike so far is that the call center system and communication system are separate. That means they both have completely different extensions and numbers. I conjointly wish I had the choice to have the system memorize certain numbers that are dialed by agents when enabling callbacks. Those are my sole complaints with Aircall extremely as of now.

What recommendations would you give to someone considering this product?

At first look the Aircall was overwhelming but the help I received throughout our transition from our old phone company was helpful. They have an extensive library of coaching articles and videos that I value. The contact center has immensely improved our ability to manage calls and agents.

What differentiates Aircall from other similar products?

The user interface and the web integration.

What is your favorite aspect of this product?

Web integration and call flow management

What do you dislike most about this product?

No Auto Dailer.

What recommendations would you give to someone considering this product?

Good for international processes

What differentiates Aircall from other similar products?

Ability to set up and direct calls from multiple numbers in different countries around the world. We used localised numbers to reach out to and receive calls from out target market in 11 different countries in Europe.

What is your favorite aspect of this product?

Being able to integrate our Aircall phone numbers with an alternative separate number through a third party tool, this allowed us to set up automated messages and manage inbounds effectively. For the end user they were interacting with one number where as we in fact had 2 on the back end.

What do you dislike most about this product?

When using a large team or multiple users with the access to the same number there were some cases were you wouldn't receive notifications and couldn't customise them to the extent that we initially needed. However we managed to find a work around for this in the end so became less of an issue.

What recommendations would you give to someone considering this product?

If you are interacting with customers in multiple locations and countries around the world then this is a great way to have localised number and keep costs of international calls to a minimum, for you and your customers. You can triage and direct calls to the correct team member and set up flows with different rules which is useful.