Aircall Review 2022

Telephony has come a long way in a short time and is now firmly in the realm of digital solutions. For businesses of all sizes there are many options when choosing an in-house telephone system. For smaller businesses, a workable telephone system needs to be more than just one whereby you answer and make calls, and when we move up the scale towards bigger commercial users and call centres there is even more requirement for special features.

The following review looks at Aircall which is a popular telephone system with many impressive features that we will describe.

What is Aircall?

Aircall is one of many telephony systems designed for modern business use, and is popular with commercial users in office situations as well as call and contact centres. Like all such systems the basic offering is a telephone system that is integrated with many lines, but there are further features that we shall described next.

Features of Aircall

Aircall has many features including those that are expected from a business telephone system. Let’s look more closely at them.

Basic Features:

• Basic communication features found in all telephone systems.
• Make and receive phone calls.
• Take conference calls with many users.
• Make internal calls desk to desk.

The above are the features to be expected from any telephone network system and Aircall is built around these. 

Advanced Features:

• Automated attendant for when all lines are busy, and calls need to be held.
• Choice of call hold music.
• Voice Over Internet Protocol (VoIP) number allocated.

Access Features:

• Browser extensions available.
• Can be paired with existing software such as Office 365 and other popular packages.
• Software can be individually downloaded to the Aircall system,

Advanced Calling Features:

• Automated calling available.
• Generates area code relevant to that of recipient for greater likelihood of call pick-up.
• Can record calls for future reference.
• Calls can be made from various devices including mobile, laptop, desktop and more.
• Contacts can be accessed with one click for instant calls.

Further Advanced Features:

• Contact features include logging contact information and times, automatic opening of contact data on-screen when call is made and allowing the caller to tag contacts as potential leads for future reference.
• The Aircall system also offers the ability for the caller to take notes on a call, gathers activity data for reporting a daily summary, and automatically sorts prospects into likely conversions using ranking.
• Users can also set the Aircall system to send an automated voicemail or email to prospective clients who do not answer.

Analytics and Routing:

In addition to the above features, Aircall has certain advanced analytics and routing functions that will be of great use to all users, including the following:

• Calls can be automatically routed to the correct recipient based on a series of criteria including time of day, customer priority, skills-based analysis and voice recognition (the system recognises certain words and forwards the message appropriately).
• Speech analytics as mentioned above allow for calls to be directed to the most appropriate rep or agent, and calls may be queued to ensure they get to the right person.
• Concurrent calling and autodialling allow for many calls to be made at once without diminishing the call quality.
• Data sharing enables all information to be shared across agents as the call progresses.
• The Aircall system offers full reporting and activity of teams, individuals and more for analysis by management as to performance and other factors.

The above are most if not all of the special and standard features of Aircall which is a popular and usable telephony system offering additional functions such as data analysis and automated calling features. It is suitable for small to medium businesses and larger enterprises including call centres. Pricing is explained in the final section below.

Pricing and Final Word

Aircall is available in two off the shelf options and the ‘Custom’ version, for which you should contact the Aircall team and discuss the nature and size of your business for a customized price.

The Aircall ‘Essentials’ package offers the main features and is designed for medium sized businesses with a minimum of 3 users. The cost is $30 per user per month, and includes all you could need with an efficient telephone system.

The Aircall ‘Professional’ package includes everything the Essential package offers plus extras such as a dedicated account manager and further advanced features. This package is also for a minimum of 3 users and is $50 per user per month.