Aircall vs. Quo

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.

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If you have more than 2 people in your organization, then this will save you so much time. Delegation is the key to starting a business. Even when you're a 1 person show, being able to present to your user base the differentiation of options for client communications is critical. As a founder, feeling compelled to be always on is something I strive not to be. OpenPhone gives you that flexibility. I have found it to be less appropriate in complex HIPPA compliant areas, but that is it. OpenPhone really does seem to suit an open array of use cases.

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• 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.

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• It's great for texting.
• It's great for making phone calls. You get a new, unique phone number and can text/call from phone or desktop.
• UI is great and really intuitive.

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• 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

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• Web app could work better in my experience
• Pricing could be lower
• Somehow connect with whatsapp or / and other messaging apps that people commonly use

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I give this rating as aircall is very easy to use but also lacks a parallel dialing feature which makes it slower to use. aircall has a pretty seamless integration with salesforce which is helpful. For the cost it is definitely very reasonable but it also lacks a live coaching/listening feature which is very valuable as a manager.

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I provide this rating based on my overall experience using Aircall. I have used it on my previous company as well and that being said, it is a proof that Aircall is a great tool to use in contact centers and with B2B businesses that has direct communication with clients.

In my experience, App features are buggy and confusing, and they often don't match the descriptions and screenshots in their documentation. In fact, many of their help links go to 404 "page not found" errors. In my experience, there are frequent outages and quality issues. My customers prefer to talk to me on a different line, because they find it difficult to understand me on OpenPhone.

For me, there have been too many outages to rate this higher than "1 worst".

I think the platform is buggy and confusing. There are numerous outages. And the call quality, according to my customers, is atrocious.

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.

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In my experience, their support feels like the opposite of support. They send you in circles, never directly answer questions, provide vague suggestions with unwanted platitudes, and they often take days between responses to provide that. For me, it's a frustrating experience that leaves you with a net loss of time and energy versus before you reached out to them. In my opinion, you definitely don't get "support".

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.

OpenPhone has an easier user interface than Grasshopper. Years ago when I was using Grasshopper, I recall that their user interface looked antiquated and full of complications. They would also update the interface just as everyone was getting used to using it. OpenPhone has many more functions. Grasshopper's app did not offer basic functions such as in-app texting between team members, and its call transfer function was incredibly complicated to use. In my opinion, Grasshopper was an inferior service/product in almost every way.

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In my experience, Billing lacks transparency, and they have made billing errors (overcharging me) since I started using them. I think the "trust registration" is an insane ripoff charging around $20 for every attempt. Crazy.

In my experience, I can't even scale up to sending messages from a single number because of their broken and messed up "trust registration" system.

• 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

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• Provided us with a simple, yet robust phone system for our small business
• Price can be lower for premium, and for multiple users

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