Aircall vs. MiVoice Office Application Suite (Mitel Application Suite)

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.

Incentivized

Mitel is useful for larger organizations where instant messaging can be used throughout departments and in-house phones need to be set to cell phones. I wouldn't say that it's not appropriate for smaller organizations, but they might not need all of the robust features that Mitel offers. The user experience is extremely intuitive and organizations of any scale will be able to easily navigate it.

Incentivized

• 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.

Incentivized

• Call reporting
• Voicemail system and transfers: This is one of my favorite features! I am able to transfer voicemails and leave notes for my team. It also comes in an email notification.
• Integrated with our email system.

Incentivized

• 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

Incentivized

• It would be nice if they had more documentation on how to do things within the system that was easier to find.
• The software has so many features that it can be overwhelming.

Incentivized

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.

Incentivized

Great technical support. My only recommendation would be to have staffed support after hours. They have an after hours answering service and while the technicians always called back it would be good to reach support immediately 24/7. Technicians are very knowledgeable and helpful as is their sales staff. They also have great training to take.

Incentivized

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.

In retrospect, Mitel was not the right solution for us but it has sufficed while we look for a replacement that integrates with our CRM. Skype for Business was being phased out, we were currently using RingCentral, and we anticipated the conversion back to ShoreTel (we had a hosted environment in the past) would be similar to our previous experience with the system. The Cloud-based software and technology, however, did not meet up to the hosted environments capabilities, at least when it came to call-management

Incentivized

• 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

Incentivized

• Efficient, easy to use conference system for better communication
• Useful mobile app to allow employee presence while out of office.
• Global directory removed the need for employees to maintain one.

Incentivized