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 Zoom Phone is great for remote work. It's pretty user friendly. You can easily transfer calls to those who have Zoom extensions programmed into the address book. Obviously, this would apply to most tech nowadays, but call quality can suffer during bad weather.
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 Transcribes voicemails. Great for those verbose folks that leave long voicemails. Loud and clear volume quality! Great in a busy office with lots of people talking. Easy to keep track of who has called me. Has Caller ID which is helpful. 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 Voicemail handling for queues and groups can't have their own shared voicemail box. They recently starting limiting how many greetings you can have per user, so you have to do some annoying workarounds by setting up additional users to accomplish it when you have a number of ACD. Does not yet support texting. I wish they had built in text to speech to quickly build new greetings or phone tree options when needed. You can't just assign a phone number to a call queue or group. You have to use a specific user. Fortunately, the cost is reasonable per user so its not a big problem, but annoying none-the-less. The Salesforce integration could be better, I hope they improve it. For example, voicemails and call logs don't show up in the native lightning case feed, but as tasks. When callers call, I wish it would pop up how they called and what tree they went through. So we could see what number they called into and perhaps what menu options they used. I'd love to be able to ask them questions to gather info for reps answering phones when appropriate. Read full review Likelihood to Renew Integrated into our network. System wide access. Staff are comfortable with the product
Read full review Usability Zoom Phone has a very sleek design which makes it very easy to operate and use both in the setting up of and interacting in a meeting space. That being said, certain features can seem a bit crowded while trying to screen share or display video which somewhat defeats the purpose of the application as compared to a standard conference call.
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 Support have been great during the time for implementing Zoom Phones to our team of 50 people. There were times where they kept supporting us through links but more and more we had actual people getting back to us via emails so we are very happy overall. The product is so great, too.
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 The big draw for us to Zoom Phone is that they shook up the market. They entered the phone market by taking their overwhelming success in video conferencing, and bringing that innovation and skill to designing a game changing phone system. There is really not much difference among the other systems, except maybe their interface. They're a dime a dozen. Zoom does things differently, focusing in on the needs of the end users, and delivers a solid system that is worry free for I.T. departments
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 We're better able to work together as a team answering phones multiple people can be logged in to answer at the same time. The voicemail transcription feature helps with sharing messages to different departments. Overall, we're able to answer more calls and have fewer callers being sent to voicemail. Read full review ScreenShots