Aircall Review: Features, Pricing, Pros & Cons to Get You Started

Contemporary businesses constantly seek effective solutions to their customer service and reach clients via effective platforms. Well-designed software can be the crucial push toward better call center functioning and team communication. Aircall, a leading cloud-based phone system, offers businesses a modern solution to manage their inbound and outbound calls with ease. Founded in 2014, Aircall currently collaborates with over 500 companies worldwide, offering its customized capabilities to fulfill varying business needs. This review dives into the basics of Aircall, its features, pricing, and what you should know before going forward with it. 

Aircall: The Basics to Know

What is Aircall? Aircall is a cloud-based phone system for small and medium businesses. It presents itself as a “customer communication and engagement platform” for specialists working in customer support sales, IT & operations, and customer service & support departments. It’s a voice platform, seamlessly integrating well-known productivity and helpdesk tools. Offering inbound and outbound calls, Aircall can be a software center support teams often look for due to its advanced features and easy-to-use design. While some clients criticize its pricing strategies, this tool’s quality and reliability often compensate for higher-than-average costs. 

How Aircall Works

Aircall operates entirely in the cloud, not requiring any additional hardware, streamlining and making the installation process faster. Users can make and receive calls through the Aircall app on desktop or mobile devices. Although there are no specific demands for better integration, Aircall suggests using a professional headset and the latest software updates on a PC or phone to enhance the calling process and operation efficiency. For more specifics, check the company’s website. Requiring at least three users for a subscription, the pricing Aircall requires to get started begins at $30 per user. This system successfully integrates with such tools as Zendesk, Slack, and Hubspot. After the installation, users can easily start working with Aircall and connect it with the necessary tools. 

Primary Features: What Makes Aircall Stand Out

Many Aircall reviews provide significant insights into how this software meets the needs of a customer support or sales group team. We’ll cover the main Aircall characteristics, but their full scope is available on the service’s website.

Phone System Features

Toll-free numbers. One of the primary features Aircall offers is instant access to toll-free numbers in the local region. This allows you to start receiving calls instantly in the starting pricing Aircall plan. 

International numbers. Cloud-based international numbers allow businesses to connect to customers internationally without the need for a physical presence in a particular area. Clients will also call the company at the rate of a local number instead of overpaying for higher connections. 

Call conferencing. Aircall’s conferencing feature enables businesses to include up to five people in a live call, making collaboration easier. A smooth integration with other programs makes Aircall easy for team collaboration. 

Call routing. Customers connect directly with the specific agent or team, which makes it more responsive to distinct subjects and issues. 

SMS & MMS. Responding to the past requests for SMS and MMS to appeal to more clients, Aircall has added this option. This way, not only the costs of many operations decrease, but those clients preferring to chat instead of speak can now safely do so. 

Virtual one-place call center. All numbers that the company’s support team contacts are put in one specific place. 

Call Center Features

As previously, this Aircall review doesn’t include all features; however, these are the ones that would be of the most use for a call center team manager: 

1. Call queuing and callback. With this feature, callers can remain in a queue until one of the agents is available. If they don’t feel like it, they can request a callback, which also improves performance and workload. 
2. Parallel and concurrent calls. Consultants have an opportunity to pause and switch to another call, and call or take calls from one number simultaneously. 
3. Call recording. Although recording is available for all inbound and outbound calls, an agent can stop it if necessary. 

Performance Boost Features

These additional opportunities give support specialists more options to boost operations:

1. Shared contacts. This feature allows consultants to create and share contacts with their teammates to easily switch. 
2. Call commenting. If the consultant is unfamiliar with the caller or needs more information on the subject, comments appear together with the caller’s information for quick understanding. 
3. Call transcription. With Aircall integrating AI, managers and agents can receive transcripts of calls and voicemails. 
4. Phone connection. Instead of sitting at the desk, a user can forward their call to the phone, and the client will see the same office number as before.
5. Analytics. Aircall offers a broad range of data to account for, and it can improve analytics, customer support, and team efficiency. 

Pricing Aircall: Points to Consider

Aircall pricing is one of the most debatable subjects in customers’ reviews due to several factors. First of all, this company’s pricing is higher than many of its rivals in the industry. Second, Aircall allows the software to be used only if three or more users have purchased its subscription. 

Aircall has three pricing plans that can be chosen depending on the request of the company. 

Essentials. Starting at $30 per user, with three users at a minimum, an annual payment for this plan would be $1080 with a 25% discount. This plan includes 100+ Integrations and API access, Unlimited calls within the U.S. and Canada, IVR, call recording, click-to-dial, SMS and MMS, softphone for all devices, and more. 

Professional. The license for this plan is $50, and it also requires three minimum users for the software to work. The annual price with a 25% discount would be $1800. Aside from all Essentials plan features, it gives additional options, including Salesforce integration, call monitoring and advanced analytics, queue call back, and more. 

Custom. The pricing for this one will be higher because of the bigger team size (starting at 25 licenses), but the exact price depends on the end requests. This plan includes everything in the previous two plus unlimited global calls, service-level agreement, access to API developer support, and other advances. 

Criticism: Despite its flexibility, some users have commented on questionable and unclear costs, stating that many features they believed to be included in their plan were limited or required additional verifications. According to some comments, canceling an Aircall subscription was difficult. On the other hand, other users mention that the system is perfect for its price due to ease of use and quality. Consider contacting the support team and making requests to clarify whether the desired services are included in a particular plan, or look at the Aircall website to check it out on your own. 

Aircall’s Pros and Cons: What Stands Out

When we review a particular service, we always ensure that we consider the pros and cons of its functionality. We include our own experiences and users’ reviews. 

Advantages Based on Positive Aircall Reviews

Below are the advantages that make Aircall an excellent tool.

• Simplicity of use. Straightforwardness is one of the most approachable factors about Aircall. Everyone can quickly tap into its resources, install, and use it. It doesn’t require a long process of installation and tweaking, allowing a team to launch its operations immediately. 
• Top-notch UX. Aircall is known for its intuitive interface and easy setup process, which requires minimal technical expertise. This makes it accessible to businesses without a dedicated IT team, which is especially crucial for small businesses it is oriented at. 
• Synch with many tools. Unlike its competitors, Aircall synchronizes well with 100+ apps, allowing companies to connect it with their business communication software. The software connects with Zendesk, Intercom, Zoho, Bullhorn, and others. This makes it easier for a company to align its operations with Aircall functionality based on its already established tools. 
• Advanced call features. Aircall includes multiple innovative options in its pricing plan, even in the basics. Many clients admire a well-functioning set of dialer, transfer, and voicemail systems that perform well together. They also specifically emphasize the ability to prerecord a voicemail message and arrange functions to smoothly integrate all consultants into one system. 
• Consistent history. This program gives its users a platform that preserves caller data and allows them to share history and contacts with others, making it easier to track. 
• Improved administrative processes. Managers have complete functionality, from call whispering to pausing the call, to intervene or support their agents. Because all calls are recorded, managers can listen to the recorded materials and analyze the efficiency of every team member. 
• Friendly customer support team. While browsing through clients’ feedback, we’ve noticed that most of them praise the responsive sales and support teams. This friendliness allows for solving any potential challenges while the companies adjust to the new program. 
• Device flexibility. Because Aircall can be downloaded on mobile, team members can take calls on the go and not be bound to their desks. Since it’s often a popular choice for international teams, it can be a choice not just to reach customers but to connect professionals. 

Disadvantages Based on Clients’ Feedback

Despite many undeniable advantages granting Aircall its position, certain issues can be a deal-breaker for some users. 

• Pricing & sales strategy. Probably one of the most distinguishable factors many clients criticize is Aircall’s lack of transparent pricing and additional difficulties in obtaining other functionality. A few reviews mentioned that Aircall is relatively limited in terms of its opportunities, while setting a high starting point for its upfront costs. It may become expensive for larger teams or businesses with high call volumes. The per-user pricing model may not suit all organizations. 
• Call quality. Some users have reported occasional issues with call quality, including dropped calls and audio latency, especially on the mobile app or during international calls. This challenge continues to this day, with sound quality being widespread across all user plans. 
• Issues with pop-up screens. Many users have mentioned that their calls stop because of pop-up screens or update notifications that don’t allow them to proceed unless they perform the required operations. This overlapping challenge often irritates the users who view it as interfering with their functions. 
• Very few free extras. According to many users, an overwhelming number of functions, including dashboard and data analysis, are added at an extra charge. It means that functions that do matter for customer support or business teams are available only at additional costs. 

Wrapping It Up

Aircall presents a compelling option for businesses seeking a versatile and scalable phone system to meet diverse communication needs. This Aircall review explores all dimensions of this tool and lists reasons for choosing it or opting for a different company. If your business is small-to-medium size and doesn’t require a high number of users for a group, you may noticeably benefit from its intuitive design and robust features. However, if you are looking for a more advanced set of features and can handle more complex installation processes, you may want to explore other options.

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