Aircall is a cloud-based phone system designed for businesses seeking a reliable and scalable solution. Known for its easy integration with various CRM platforms and other business tools, Aircall aims to support sales and customer service teams with seamless communication channels. This review will cover Aircall features, pricing, pros and cons, and key considerations to help you determine if it’s the right phone system for your business.
Key features of Aircall phone systems
- Cloud-based calling – Aircall operates entirely through the cloud, making it accessible from anywhere with an internet connection. This flexibility is ideal for remote and hybrid teams, enabling employees to manage calls via desktops or mobile devices, which can help businesses maintain operations seamlessly, whether in-office or remote.
- User-friendly interface – One of Aircall’s standout aspects is its intuitive design, making it accessible for users without extensive training. The interface includes easy-to-navigate dashboards for call monitoring, analytics, and user management. With features like a drag-and-drop workflow editor, administrators can tailor the system to meet specific business needs without much complexity.
- CRM and app integrations – Aircall is particularly effective for businesses that rely on CRM systems. It integrates directly with platforms such as Salesforce, HubSpot, and Zendesk, enabling teams to link call data with customer profiles and gain a complete view of interactions. Other app integrations include Slack, Microsoft Teams, and Zapier, allowing for seamless syncing across business tools.
- Call management features – Aircall offers a range of call handling capabilities:
- Call routing and IVR (Interactive Voice Response): Directs incoming calls to the right team members based on specific criteria.
- Call queuing: Holds calls during peak times, reducing the risk of missed business opportunities.
- Voicemail and call recordings: Voicemail messages can be managed digitally, while call recordings are available for training or quality assurance purposes.
- Call monitoring and whispering: Managers can monitor calls in real-time and provide on-the-spot guidance without customers hearing.
- Advanced analytics and reporting – Detailed insights into call volumes, durations, and outcomes are available through Aircall’s reporting features. These insights help businesses track team performance, identify high-demand periods, and make informed staffing or process adjustments.
- International calling and numbers – With Aircall, businesses can secure international phone numbers, enabling localised support for global customers. This feature is particularly beneficial for companies expanding internationally or those with clients in multiple countries.
- Collaborative tools – Aircall includes shared call inboxes for team-based management of high-priority calls and supports direct messaging between team members. These features enhance collaboration, especially in customer service environments where prompt responses are essential.
Aircall pricing
Aircall’s pricing is structured around three main plans, each with different features tailored to businesses of varying sizes and needs:
- Essentials Plan – £25 per user/month (billed annually)
Includes basic calling features, unlimited inbound calls (local only), unlimited outbound calls within certain regions, and essential integrations. - Professional Plan – £40 per user/month (billed annually)
Adds advanced features like call monitoring, call routing options, analytics, and advanced integrations. This plan is suitable for businesses needing more control and insight over their phone systems. - Custom Plan – Priced on request
Designed for larger businesses or those with specific needs, this option includes customised solutions, priority support, additional storage, and in-depth analytics. It is tailored to meet complex requirements, with Aircall working directly with the company to develop an ideal setup.
Pros and cons of Aircall
Pros – What we like
- Easy integration with CRM and other tools: Aircall’s range of integrations makes it a highly suitable option for businesses relying on CRM systems.
- User-friendly for non-technical teams: The system is simple to set up and use, which is a key advantage for businesses without in-house IT teams.
- Scalable for growth: As a cloud-based solution, Aircall allows businesses to easily scale by adding or removing users and adapting to changing call volumes.
- Multi-country support: International numbers and localised features make it an attractive choice for global businesses.
Cons – Potential drawbacks
- Cost may increase with advanced features: While the Essentials Plan offers basic features at a reasonable rate, businesses needing analytics and call monitoring may find the Professional Plan costlier.
- Relies on internet quality: As a VoIP system, Aircall requires a stable internet connection for optimal performance, which may be a limitation for businesses with inconsistent connectivity.
- Limited customisation in lower plans: The Essentials Plan has limited options for customising call flows and analytics, which may not meet the needs of complex call environments.
Aircall reviews and ratings
Aircall has received a range of ratings across popular review platforms, which reflect varied experiences of users:
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- Trustpilot: Aircall holds a rating of around 4.0 out of 5 from approximately 800 reviewers. Many users commend its user-friendly interface and solid integration options with CRM tools, though some mention concerns about connectivity and occasional billing issues.
- Google Reviews: While less frequently reviewed on Google, Aircall generally garners positive feedback for ease of use, with an average rating close to 4.5 out of 5, highlighting its convenience for customer service teams. Users sometimes report frustrations with app updates affecting call handling.
- Reviews.io: Aircall has achieved a high score of 4.56 out of 5, based on feedback from 500+ reviewers. Many find it effective for call tracking and CRM integration, although some note limitations in call quality depending on internet stability.
- Capterra: Aircall is rated 4.3 out of 5 by over 400 users, with strong points being its setup simplicity and CRM integrations. However, a few users mention occasional technical issues, such as call interruptions despite stable internet.
Overall, Aircall is well-rated for its integration capabilities, scalability, and ease of use, though some reviews indicate that it may not be ideal for businesses with fluctuating internet quality or those who require extensive support.
Review – Is Aircall the right choice for your business?
Aircall offers significant benefits for businesses focused on customer service and sales.
Its integrations with CRM platforms like Salesforce and HubSpot make it particularly valuable for teams who want seamless access to customer data, while features like call routing, analytics, and international calling support add flexibility.
The user-friendly design and cloud-based infrastructure also mean minimal IT setup and maintenance, allowing smaller teams or those without in-house IT resources to get up and running quickly.
However, Aircall’s reliance on internet quality is an important factor to consider, especially for businesses in areas with inconsistent connectivity.
Additionally, while Aircall’s pricing is competitive, the Professional Plan may be essential for companies requiring extensive analytics or advanced call management features, potentially raising costs.
Aircall review – Final thoughts
Aircall is a strong choice for small to mid-sized UK businesses looking for a straightforward, cloud-based phone system with solid CRM integrations and advanced call management.
It’s particularly suited to customer-facing teams who need a reliable communication platform with built-in collaboration tools.
While it may not be the cheapest option on the market, its value lies in the integration capabilities, intuitive interface, and scalability. Businesses prioritising these factors are likely to find Aircall a beneficial investment.
FAQ – Aircall review
Aircall is a cloud-based phone system designed to streamline business communications. Its features support customer service, sales, and remote team collaboration, with options for call tracking, integration with CRM tools, and advanced call routing. It’s particularly valuable for businesses needing a versatile and scalable communication solution.
Aircall’s cloud-based infrastructure allows employees to manage calls from any location. It supports both desktop and mobile applications, which means team members can work remotely and access all necessary features, from call routing to customer data integration, directly from their devices.
Aircall integrates smoothly with several CRM platforms, including Salesforce, HubSpot, and Zendesk. These integrations enable real-time data syncing, allowing teams to access customer history and insights seamlessly during calls, which can enhance customer support and streamline sales operations.
Yes, Aircall supports international calling and provides access to international numbers. This feature is beneficial for businesses with a global reach, as it allows them to offer localised support by assigning numbers from various regions, enhancing customer experience worldwide.
Aircall’s Essentials Plan starts at £25 per user/month, while the Professional Plan is priced at £40 per user/month, with additional costs for custom solutions. Each plan includes specific features tailored to different business needs, from basic calling to advanced analytics and support integrations.
Aircall includes call routing, queuing, and interactive voice response (IVR) to direct calls efficiently. It also offers voicemail, call recording, and real-time call monitoring. These tools help businesses handle high call volumes and manage calls effectively, ensuring no customer inquiries go unanswered.
Aircall’s call quality generally relies on internet connection strength. With a stable network, users typically experience high-quality, uninterrupted calls. However, some users report occasional quality drops, especially when network stability fluctuates, which may affect call consistency.
Yes, Aircall offers robust analytics and reporting features. These tools allow businesses to monitor call volumes, durations, and agent performance, providing insights that help optimise operations and improve customer service efficiency. Reporting features are particularly beneficial for managers tracking team performance.
Aircall is designed for quick setup with an intuitive interface. Most businesses can get it running in under an hour, and it doesn’t require extensive technical expertise. Onboarding and integration with existing business tools are straightforward, making it user-friendly for teams without IT specialists.
Aircall provides customer support across its plans, though the level of assistance varies. Essentials users receive standard support, while those on higher-tier plans have access to priority support. Customers can reach Aircall’s support team through email or in-app support for troubleshooting and queries.