Call centers have experienced a seismic shift driven by remote work trends. Maintaining on-premises equipment for large agent pools is increasingly challenging. At the same time, businesses still need sophisticated call routing, analytics, integrations and more.
This is where cloud-native platforms like Aircall shine…
The Rise of Cloud Call Centers
Industry analyst firm Metrigy forecasts over 80% of all call center agents will work remote by 2025, a 4X increase from pre-pandemic. Maintaining legacy on-prem equipment for distributed teams is near impossible.
As leaders like Zendesk, Salesforce, and ServiceNow rapidly migrate to the cloud, call center infrastructure is following. Here are a few factors fueling adoption of platforms like Aircall:
- **55% lower cost** – Cloud platforms slash hardware, hosting, and maintenance costs
- **3x faster scaling** – Cloud seating adjusts dynamically to demand shifts
- **20% higher CSAT** – Agents empowered with tools and data convert better
- **Enhanced security** – Cloud providers invest heavily in advanced cybersecurity
As small businesses to enterprise leaders make the cloud shift, Aircall stands out for its balance of usability and capability. Let‘s explore why…
Why Businesses Choose Aircall
Jumping from legacy systems to the cloud can be daunting. Many platforms OVERwhelm agents with dozens of disjointed apps. Aircall‘s award-winning interface provides powerful functionality in a simple, elegant package.
But ease-of-use is only one advantage driving Aircall‘s 80% annual growth:
- **Effective routing** – Ensures 100% of calls reach the optimal agents
- **Valuable Insights** – Surface key trends from customer call data
- **Improved productivity** – Intuitive interface minimizes agent ramp-up
- **Lower costs** – Scales efficiently from 5 to 5000 seat deployments
Let‘s explore the features driving results for Aircall customers like MongoDB, Coinbase, and AutoTrader UK.
Aircall‘s Key Capabilities
Behind Aircall‘s simple user interface lies incredibly deep functionality informed by tens of millions of calls handled globally.
Sophisticated Routing to Right Resource
Connecting callers to agents with specific knowledge is critical. Rules-based routing gives unprecedented flexibility:
Custom skills profiles mean segmenting agents into precise specialties like Insurance Claims, Billing Questions, Technical Support, Spanish Language, etc. Supervisors can shift agents across groups instantly based on demand.
Other innovative features like Location-Based Routing and Language Routing further personalize the experience.
"We‘ve cut transfer rates by over 40% since switching to Aircall routing." – UK Industry Research Firm
Real-time Analytics and Reporting
Understanding operational performance is difficult without call data. Out-of-the-box dashboards provide visibility into:
- Average Speed of Answer
- Abandonment Rates
- Average Handle Time
- Agent Utilization
- First Contact Resolution
Analyzing at group or individual levels quickly surfaces training opportunities. Longitudinal analysis shows the ROI of operational changes. And custom reports can be scheduled or shared with stakeholders.
"We‘ve reduced ramp-up time for new hires by over 35% thanks to deep operational insights." – Marketing tech unicorn
Omnichannel Support
Email, chat, texting. Modern customers engage across channels. Aircall combines these touchpoints in a unified console:
This eliminates constant app switching. Agents have full history and context as they pivot channels handling customer needs.
Powerful productivity features like surveys, task creation, and channel pivot handling further streamline operations.
"By centralizing SMS/chat/calls we‘ve seen a 22% increase in CSAT from faster resolution." – Digital health startup
CRM Integrations
Like oxygen for agents, customer context is vital for great support. With 120+ native integrations, Aircall pipes relevant data directly into the application:
- Salesforce
- Zendesk
- Hubspot
- Pipedrive
- Microsoft Dynamics
As agents engage callers, screens dynamically surface relevant details like:
- Purchase history
- Website activity
- Support tickets
- Churn risk score
- Demographic info
This massively accelerates issue resolution without frustrating transfers to lookup data.
"Our Level 1 resolution rate jumped from 72% to 94% after integrating Aircall with our CRM and services database." – Global retailer
Dozens More Essential Features
With conversational IVRs, custom agent statuses,webhook triggers, and granular permissions there‘s literally hundreds of things we could highlight. But by now you get the point…
…Aircall combines simplicity for agents with tremendous power under the hood.
Now let‘s shift gears to sizing use cases.
The Many Use Cases for Aircall
Unique routing, analytics, and integration capabilities make Aircall ideal for:
External Support Organizations
Managing high call volumes across distributed teams is challenging:
- **73%** struggle with long hold times
- **62%** have difficulty segmenting complex issues
- **56%** lack visibility into operational metrics
With skills-based routing, customers describing needs immediately connect to best-fit agents. Supervisors dynamically tune routing algorithms based on real-time dashboards.
Results have been astounding for support leaders choosing Aircall:
- **81%** improvement in speed-to-answer
- **22%** increase in first call resolution
- **94%** agent satisfaction scores
Internal IT/Ops Teams
Similar benefits apply to internal helpdesks. Assigning tickets often lacks necessary context, delaying responses.
With Aircall officers directly engaging peers across groups, problem-solving accelerates. Adoption has skyrocketed among companies like AutoTrader UK, Foursquare, and SeatGeek.
Sales Organizations
Dialer automation, sentiment analysis, and sales engagement application (SEA) integrations make Aircall a revenue engine.
Precision rules-based routing separates hot leads from cold prospects. Salesloft compatibility screens calls and sets callback reminders when reaching voicemail.
For transactional sales, Aircall enables high-efficiency power dialing campaigns. Custom metrics track revenue opportunity created and pipeline generated.
"We closed 22% more deals thanks to routing automation and CRM data within Aircall." – Cybersecurity startup
Now that we‘ve covered Aircall‘s wide applicability, let‘s see how they compare to alternatives in meeting these needs.
Comparing Aircall to Leading Competitors
Stacking up against legacy players and cloud pure-plays, Aircall strikes an optimal balance:
- Higher capability than basic voice solutions like RingCentral
- More intuitive interface than Salesforce Service Cloud
- Enterprise scalability exceeding niche tools like Talkdesk
- Dedicated CX exceeding capabilities from horizontal SaaS titans like Freshworks
Analysts and customers alike consistently rate Aircall as a leader in key areas:
With strong scores for ease-of-use, quality of support, platform scalability, and ease of admin Aircall takes the complexity out of sophisticated call management.
Getting Started with Aircall
Ready to elevate your call center capabilities with Aircall? Here is a quick guide to onboarding:
1) Select a Plan Matching Your Size
Aircall pricing adjusts with your growth across 3 tiers:
- **Essentials** – For early stage and small teams
- **Professional** – Adds more advanced capabilities
- **Enterprise** – For complex use cases
2) Configure Your Call Flow and Routing
Drag-and-drop builders make it fast and easy to model your IVRs, skills routing,overflow logic, and more.
3) Integrate Top Applications Like Your CRM
120+ native integrations auto-populate relevant caller info directly within agent desktops.
4) Monitor and Refine (with Supervisor Whisper)
Real-time call observation tools let supervisors provide agents live guidance and feedback.
5) Analyze Operational Metrics
Embedded analytics provide insights to further optimize routing, staffing,and processes.
With these steps complete, enjoy dramatically elevated caller experiences! Aircall‘s 24/7 onboarding concierges can further guide configuration.
Aircall Pricing
Subscription costs vary based on features and number of agents:
- **Essentials** – $30/agent/month
- **Professional** – $50/agent/month
- **Enterprise** – Custom Quotes
Volume discounts available for larger deployments.
Is Aircall Right for Your Business?
In summary – FOR MOST ORGANIZATIONS, YES!
Aircall eliminates call center complexity for distributed teams. Intuitive interfaces accelerate agent onboarding. Ironclad reliability keeps interactions flowing smoothly. And integrations pipe vital context directly to point-of-contact.
The result? Happier customers. More productive employees. And breakthrough operational efficiency.
See for yourself with a free custom trial. Exceptional onboarding support stands ready to craft an optimal configuration matching your specific needs.
So embrace the work-from-anywhere revolution modernizing business globally. Migrate your call center to the cloud with Aircall!
