Aircall

(124)
4.0 out of 5 stars

An easy way to set up your business phone lines and your call center.

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Aircall Features

Inbound CCI Features
Automatic Call Distribution (ACD)

Intelligently route calls to the agent most qualified to handle the customer's needs. ACD can route calls either through pre-determined rules or advanced call distribution algorithms.

n/a
Call Summary Notes

Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.

79%
(Based on 21 reviews)
Interactive Voice Response (IVR)

Use touch-tone signaling or voice recognition to automate the retrieval and processing of caller information by phone. Administrators can configure the IVR with multiple branches to improve the identification, segmentation, and routing of callers to qualified agents.

84%
(Based on 24 reviews)
Call Routing

Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.

82%
(Based on 30 reviews)
Call Queuing

Callers can be routed to a queue or placed on hold until an agent becomes available.

81%
(Based on 29 reviews)
Outbound CCI Features
Regulatory Compliance

Import and manage do not call (DNC) requests in order to ensure compliance with local and federal regulations.

85%
(Based on 15 reviews)
Concurrent Calling

Place a large or unlimited volume of calls simultaneously without diminishing the call quality.

89%
(Based on 17 reviews)
Dialing Tools

Automate calling with tools such as predictive dialing in order to maximize agent productivity. Determine a call-to-agent ratio that automatically places the optimal number of calls to place to reduce abandonment rates.

89%
(Based on 26 reviews)
Click-to-Call

Allow agents to place calls directly from business applications such as CRMs, contact center workforce solutions, or customer websites without having to manually dial numbers.

84%
(Based on 24 reviews)
Call Recording & Playback

Record calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.

89%
(Based on 27 reviews)
Basic Communication
Phone Calls

Enables users to place phone calls over the internet.

77%
(Based on 25 reviews)
Video Calls

Enables users to place video calls over the internet.

Not enough data available

Instant Messaging

Enables users to send instant messages over the internet.

Not enough data available

Screen Sharing

Enables users to share screens over the internet.

Not enough data available

Conference Calls

Enables multiple users to make phone or video calls over the internet at once.

Not enough data available

Desk-to-Desk Calls

Enables users to contact one anothers through mobile phones and landlines.

88%
(Based on 6 reviews)
CCI Platform Features
Custom Toll-Free Numbers

Purchase local or international toll-free numbers to call customers from familiar numbers, and let customers easily call local numbers that can then be routed to specific agents according to geography.

85%
(Based on 20 reviews)
Contact Database Management

Capture and manage contact information, either through an internal database or a CRM system.

77%
(Based on 20 reviews)
Administrator Access

Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.

86%
(Based on 31 reviews)
Reporting & Dashboards

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

78%
(Based on 30 reviews)
Computer-Telephony Integration (CTI)

Link agent computer terminals to the ACD system to provide access to features such as click-to-call, CRM integration, and screen pops. Screen pops notify agents of incoming calls and provide call summary notes before the call is answered.

82%
(Based on 22 reviews)
Advanced Features
Hold Music

Offers users the option to play music for contacts who are on hold.

81%
(Based on 11 reviews)
Automated Attendants

Offers users the option to set up an automated attendant to field calls and information when employees are unavailable.

Not enough data available

VOiP Number

Offers users a unique number that can be dialed from anywhere.

90%
(Based on 14 reviews)
Access
Software Pairing

Allows users to download the tool as an add-on to subscriptions to specific services such as Outlook 365.

77%
(Based on 13 reviews)
Browser Extension

Allows users to download the tool along as an extension to their browser of choice.

74%
(Based on 14 reviews)
Individual Download

Requires users download the software on its own.

80%
(Based on 18 reviews)