Aircall
The customer communication and intelligence platform.
Executive Summary
Aircall is a cloud-based phone system and call center software designed for sales and support teams to streamline communication and enhance customer experience. It offers robust features like call routing, recording, and advanced analytics, powered by AI for insights such as call summaries and sentiment analysis. The platform integrates with over 100 CRMs and help desks, enabling businesses to operate with clarity, optimize team performance, and make data-driven decisions.
Use Cases
- Improving customer service and satisfaction through efficient call handling and personalized interactions.
- Boosting sales productivity and conversion rates with features like Power Dialer and AI-powered coaching.
- Optimizing team performance and agent training through advanced analytics, call monitoring, and AI-generated insights.
- Streamlining communication workflows by integrating with CRM and help desk systems for unified customer context.
- Managing international customer interactions with local and toll-free numbers in multiple countries.
- Automating administrative tasks like call logging and post-call workflows using AI and integrations.
Features
Visibility
- Call Center Analytics: Comprehensive dashboards to monitor call volume, duration, missed calls, and agent performance in real-time and historically.
- Live Monitoring: Track and manage team call activity, identify issues, and coach agents in real-time with features like call whispering and barging.
- Analytics+: Advanced filtering and granular data for in-depth reporting and analysis, providing unlimited history and drill-down capabilities for data-driven insights.
- Conversation Center: A centralized hub for reviewing transcribed calls, searching for keywords, and gaining aggregated metrics across conversations.
- Call Timeline: Provides a step-by-step overview of an inbound caller's journey, including routing rules and agent availability.
Intelligence
- AI Call Summaries: Automatically generates concise summaries of calls, allowing for faster review and ensuring key takeaways are captured.
- Sentiment Analysis: Detects customer sentiment during calls to help agents foster more positive interactions and managers identify coaching opportunities.
- Key Topic Recognition: Identifies and visualizes trending discussion points across calls, providing deeper business intelligence and reducing review time.
- AI Voice Agent: A paid add-on that uses AI to automatically answer calls, manage inquiries, and provide context, freeing up agents for more complex tasks.
- Automated Call Scoring: Automates the process of scoring calls based on custom criteria, providing regular feedback to drive team performance and reduce manual effort.
Support
- IVR (Interactive Voice Response): Customizable IVR menus to guide customers to the right department or agent, reducing wait times and improving efficiency.
- Call Routing: Advanced call routing capabilities including skill-based routing, ring groups, and time-based routing to ensure calls reach the most appropriate agent.
- Shared Inbox: Organizes all conversations requiring follow-up, enabling seamless collaboration among team members.
- Call Coaching & Whispering: Provides managers with tools to offer real-time guidance and assistance to agents during live calls for training and support.
Technical Specifications
- Architecture
- Cloud-native SaaS
- Deployment
- Cloud/SaaS
- Authentication
- SSO, SAML 2.0, MFA (2FA), Google Sign-In
- API Available
- Yes
- MCP Server
- No
Infrastructure
- AWS
AI/ML Stack
- NLP
- Machine Learning
- LLM
Integrations
- Salesforce
- HubSpot
- Zendesk
- Intercom
- Slack
Security & Compliance
Certifications: SOC 2 Type II, GDPR, EU-U.S. Data Privacy Framework, UK Extension to EU-U.S. DPF, Swiss-U.S. Data Privacy Framework
Encryption: AES-256 at rest, TLS 1.2 in transit
Pricing
- Model
- Per license/month, tiered subscription
- Starting Price
- Essentials: $30/license/month (billed annually, 3 license minimum); Professional: $50/license/month (billed annually, 3 license minimum); Custom: Contact sales (25 license minimum)
- Target Customer
- SMB to Enterprise
- Contract Type
- Annual (discounts available), Monthly available at higher rates
- Free Trial
- Yes, 7 days (credit card required)
About aircall
Aircall is a cloud-based customer communication and intelligence platform that provides businesses with VoIP phone numbers, call routing, and analytics. It seamlessly integrates voice, SMS, WhatsApp, and social media channels into a single platform, empowering sales and support teams to manage customer conversations and streamline workflows with AI-powered insights and automation.