Likelihood to Recommend Aircall is a great fit for any SaaS organization for sales and support groups. Since I come from sales, I cannot talk about support, but for the sales team, it's a great help. It's intuitive and user-friendly. No need for formal training as it's very easy to access all the features you need. I particularly like the option of taking calls on my mobile phone while I am away from my desk or traveling, and also how I can easily manage my working hours and schedule. I also like its ability to interact with different CRMs and other useful tools like
Slack , etc.
Read full review Five9 is suited for both large-scale and small-scale companies. If your company deals with marketing more than the technical aspect, Five9 gives a mode of communication and getting in touch with our customer or client in the most reliable way rather than setting physical meetings. In the covid period, Five9 has made it easier to work on calls.
Read full review Pros Aircall's integration with HubSpot is fantastic. I can call from anywhere in HubSpot and know that my call is logged automatically. During my call, I have easy access to a contact's record and can pull up any information I need in just the click of a button. The only limit I've found is that it doesn't (yet?) auto-log to tickets. This seems to be pretty common among other integrations so it wasn't seen as a con in our buying decision. I really like the Aircall dashboard and being able to customize who has access to what number. We even have the ability to give outbound calling privileges only to certain team members. It's also great that you can set up each individual number's answer tree to ring to the correct person. There's a lot of cool features that don't make sense for our particular business, but I think Aircall's metric tracking and coaching abilities would be really useful for a lot of teams. I remember in my first call hearing about a feature where a manager can listen in and "whisper" tips to a rep during a call that only the rep would be able to hear. I can see how this would add value in a coaching situation. Read full review Easy dialing and call logging. The process of starting or answering a call, then logging a call disposition with its notes, is simple and easy. Voicemail drops. You can pre-record voicemails to leave for customers without needing to speak the voicemail content each time. This is a huge timesaver for our reps. You can customize the call dispositions / call labels to match what's used in your CRM. Read full review Cons No schedule for bank holidays No feature to update more than one phone line at the same time Admins don't have access to the timeline of a call to see with which agent it rang Missing agent-specific stats when your phone lines are organized in teams If calls are setup to ring to a first group and then a second, if the whole first group is already busy, it does not go to the second group but puts the customer on hold Read full review Java based desktop application is a pain to keep updated. The user interface for the agent desktop application is clunky and outdated. It could use a facelift. The help center for documentation isn't well organized and the documentation needs substantial editing. Read full review Likelihood to Renew SImple and effective, everyone likes using it.
Read full review Robust product, great reliability and support.
Read full review Usability So simple to use
Read full review UI is very user friendly and intuitive. Updates are implemented immediately.
Read full review Reliability and Availability We have had minimal downtime due to system outages since it was implemented.
Read full review Performance The system's performance is great. Page loads quickly. Reports are generated quickly and sent to our email or FTP. The integration did not impact the performance of our other applications. We have not seen any drop in the performance of either applications since we performed the integration.
Read full review Support Rating We've enjoyed using Aircall so far and have had no issues with it. The platform is easy to use, looks nice, and makes it easy to keep track of everything.
Read full review Five9's Customer Support team is also based in Manila Philippines, thus turnaround email response times for our reported issues are great for our requirements. Their CS agents also facilitate mobile calls to followup on outstanding issues and operate on a 24/7 schedule. We've also had experience working with the senior tech agents to investigate recurring issues to completion.
Read full review Online Training I took the certification course for administrator and also received some tips while working with the developer during implementation. The UI was very intuitive, so I was able to figure out how things worked when I configured the users, skills, campaigns, IVR scripts. I worked with the Five9 AI team to beta test Agent Assist.
Read full review Implementation Rating The implementation team that was assigned to us was great. The project manager was very helpful and managed the timeline very efficiently. The developer was very helpful and provided insights while helping us configure the system.
Read full review Alternatives Considered We used to answer phone calls on our fix line when at the office. The quality was very bad but we had in mind that a VOIP solution would be too expensive. When lockdown began last year, I had to redirect calls on my own mobile phone which was not efficient. Also I couldn't receive voicemails, have a history of calls or choose working hours.
Read full review Initially selected Five9 but have since switched to RingCentral which has given us what we needed. Better CRM integration, simpler and in my opinion more robust reporting capabilities and the same omnichannel solution at a fraction of the cost
Read full review Contract Terms and Pricing Model We do annual renewals and it's concurrent licensing which is great.
Read full review Scalability It was very easy to add additional licenses. Once we placed the order, it was activated the following day. Since it's web-based, it's very quick to deploy across multiple sites.
Read full review Professional Services Five9 Professional Services team is very knowledgeable and efficient. I worked with them during implementation and during beta testing for Five9 Agent Assist and Ai Insights.
Read full review Return on Investment Because of the lack of local partnerships with South African telecoms companies, calls to South Africa is very expensive. This was not originally apparent when opening the Aircall account. Not having the option to display a local South African number in the CLIP, means that people are not always eager to pick up the phone when they see an overseas number ringing. The only positive impact has been the collaborative experience and being able to maintain a virtual office Read full review Cost savings: Five9 replaced a premise-based outbound dialer and a different virtual call center solution for inbound. Cost savings: Five9's voice over IP is less expensive than the land lines we were using. Cost savings: Five9 requires significantly less management than our previous solutions. Read full review ScreenShots