Aircall
Customize phone settings, connect to CRMs, analyze call performance for optimized customer service.
What is Aircall?
Aircall is a cloud-based phone system designed for businesses that need to manage customer calls alongside their existing CRM and business tools. It provides a virtual phone number, call routing, and recording capabilities, with the ability to integrate directly into platforms like Salesforce, HubSpot, and others. The tool is aimed at customer service teams, sales departments, and small to medium-sized businesses that want to track call performance and improve response times without replacing their current software stack. You can customise how calls are handled, route them to specific team members, and review call recordings and analytics to identify patterns in customer interactions.
Key Features
CRM integration
Connect to Salesforce, HubSpot, Pipedrive, and other platforms to log calls and pull customer data during conversations
Call analytics
Review call duration, missed calls, wait times, and team performance metrics
Call recording and transcription
Automatically record calls and generate text transcripts for training or compliance
Custom phone settings
Configure call routing rules, hold music, voicemail greetings, and call queues
Team management
Assign phone numbers to team members and track individual performance
Mobile app
Make and receive calls from your phone using your business number
Pros & Cons
Advantages
- Works well with existing CRMs, so you don't need to switch tools
- Clear call analytics help identify customer service improvements and staff training needs
- Freemium tier lets you test the service before paying
- Call recordings and transcripts are useful for compliance and quality assurance
Limitations
- Pricing can become expensive as you add more phone lines or users
- Integration quality varies depending on which CRM or tool you use
- The free tier has significant limitations on features and call volume
Use Cases
Customer service teams that need to log every call to their CRM automatically
Sales teams that want to review call recordings to improve pitch and objection handling
Small businesses replacing traditional phone systems with a cloud alternative
Companies requiring call recordings for regulatory compliance or quality assurance
Remote or distributed teams that need a shared phone system across locations