Aircall

Aircall is cloud call center software for support and sales teams: IVR, smart routing, a shared call inbox, and a three licence minimum on every plan.

Aircall is call center software and a cloud business phone system that a company runs from a browser, a desktop app or a phone, with no hardware on site. It is built for a support or sales team whose calls, text messages and CRM notes currently sit in three different places and never line up. Aircall itself is independent, founded in 2014 with headquarters in New York, and the product has carried the same name since launch. One account covers voice, SMS and WhatsApp conversations for the whole team. Numbers are created in the dashboard as local or toll-free lines and sent through IVR menus, business hours rules, time and date based routing, Smart Routing and Queue Callback. Teams work a shared call inbox, tag and comment on calls, and pass them on as a warm transfer or into a conference call. Supervisors use Live Monitoring, Call Whispering and Call Coaching while a call is still running. Power Dialer, voicemail drop and outbound campaigns cover list based calling, while Conversation Center holds call transcription, voicemail transcription and AI call summaries. AI Voice Agents answer calls on their own, and AI Assist Pro prompts a rep during the conversation. Aircall fits support and sales teams that spend the day inside a CRM or help desk and want the phone in the same window, from a first support desk to a distributed contact center with teams in several countries. It suits companies that need numbers abroad without signing a telecom contract, and managers who would rather coach during a call than review a recording a week later. Ops leaders get an admin dashboard with role based permissions, two-factor authentication and single sign-on at the top tier. It is bought per licence per month, annually or monthly, with AI, WhatsApp, analytics and Salesforce capabilities as separate per seat add-ons. The software is put to work in customer support queues, inside sales floors, e-commerce service desks, healthcare scheduling and field service dispatch. Typical jobs are answering an inbound queue, calling through a lead list, handing a caller to a colleague who already has the context, and going back over what was said. Aircall connects to Salesforce, HubSpot, Zendesk, Pipedrive, Intercom, Slack and Zoho, and to more than 250 business apps in its marketplace, with a public API and webhooks behind them. It sits next to the CRM and the help desk as the voice layer, rather than trying to replace either of them.