Aircall headquartered in Paris provides a VOIP system for business designed to support contact centers, featuring IVR and automated call routing, conference calls, shared call inbox and call notes, unlimited concurrent calls and call queuing, and many integrations with CRM or marketing systems to support a variety of support or sales purposes.
$30
per user/per month
Cisco Business Edition 7000 (discontinued)
Score 9.0 out of 10
N/A
Cisco Business Edition 7000 was a collaboration and universal communication, VOIP / telephony, conferencing and messaging platform for enterprises of 1000 to 5000 employees. It has been discontinued, and is superseded by functionality found in Webex Calling.
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.
Cisco business edition are well suited for the environment where we need regular communication as they are easy to dial and has got great features. The product is well suited for both small business and large enterprises. Speed dial, good voice quality are key features of Cisco phones. They are not well suited in scenarios where we do not have LAN connectivity or internet. Sometimes we may face latency and jitteriness which is not good.
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.
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
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.
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.
I've used 220s and 240s too, but it takes a lot of time to set them up, a lot of time to download the iso files, and set up of datastores. 7k saves the engineer a lot of pre-build assessment and evaluation time. Gets a lot done in a lot less time, returns are a happy engineer and a happier customer.
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
It has allowed for mostly smooth communication from department to department/office to office.
It allows for saved phone # / last contact to appear quickly.
It has allowed for safety warnings/announcements to emerge all across every office so that everyone within the organization is on the same page about events when they occur.
