How does Aircall Communication Work

Aircall is a cloud-based communication platform designed to enhance business phone systems and streamline customer service and team collaboration. It offers a variety of features that cater to businesses of all sizes, making communication easier, more efficient, and more productive.

In this comprehensive guide, we will delve deep into the workings of Aircall communication, examining its features, advantages, challenges, and real-world applications. Whether you’re a business owner, an IT manager, or a curious reader, this post will provide valuable insights into how Aircall communication works and how it can benefit your business.

Main Benefits of Aircall Communication

Benefits of Aircall Communication

Enhanced Customer Communication

Aircall provides businesses with a unified platform for handling customer interactions, leading to improved response times and customer satisfaction. Features like IVR menus and call routing to ensure that customers are connected to the right department swiftly.

Seamless Team Collaboration

With features like shared call inboxes and call commenting, Aircall fosters team collaboration, making it easier for teams to manage customer interactions and resolve issues promptly.

Improved Efficiency and Productivity

Aircall’s real-time analytics and workflow automation help businesses monitor performance and optimize processes, leading to increased efficiency and productivity.

What is Aircall Communication?

What is Aircall Communication?

Aircall Communication is a cloud-based VoIP (Voice over Internet Protocol) phone system and call center software that caters to businesses of all sizes. It allows businesses to manage their phone operations over the Internet, offering flexibility and integration capabilities that traditional phone systems cannot match.

Overview of Aircall’s Technology

Aircall’s technology revolves around cloud-based VoIP, allowing businesses to make and receive phone calls over the Internet. The system is designed to be intuitive and easy to use, with a user-friendly interface and robust features tailored to various business needs.

Aircall acts as both a business phone system and a call center software, providing companies with the tools they need to handle customer service, sales, and internal communication effectively.

How Does Aircall Work?

How Does Aircall Work?

Aircall works by leveraging cloud-based technology to provide businesses with a flexible and scalable communication solution. It’s designed for simplicity and functionality, enabling businesses to set up and use their phone system with minimal effort. Let’s delve deeper into how Aircall communication works in terms of setup, usage, and daily operations.

Setting Up Aircall

Account Creation and Setup Process

  • Setting up Aircall is straightforward and user-friendly. Businesses start by creating an account through the Aircall website, selecting a suitable plan, and setting up their phone numbers and teams.
  • The setup process involves configuring basic settings, such as voicemail greetings, business hours, and team assignments.
  • Aircall provides a comprehensive onboarding process, including tutorials and guides, to help businesses get started quickly.

Configuring Phone Numbers and Teams

  • Businesses can choose local or toll-free phone numbers for their operations. Aircall offers numbers from various countries, catering to businesses with international operations.
  • Team configurations allow businesses to assign calls to specific groups based on their needs, such as sales, support, or administration.
  • Call queues and routing rules can be configured to ensure that incoming calls are directed appropriately, improving customer experience and team efficiency.

Integration with Other Software Platforms

  • Aircall integrates with various business tools, including CRM systems, helpdesk software, and collaboration platforms.
  • Integrations enable seamless workflows, allowing businesses to manage customer interactions and internal communication efficiently.
  • Popular integrations include Salesforce, HubSpot, Zendesk, Slack, and Microsoft Teams, among others.

Key Features of Aircall Communication

Key Features of Aircall Communication

Aircall Communication comes with a range of robust features that cater to the needs of businesses, whether they are small startups or large enterprises. These features are designed to enhance communication, improve collaboration, and increase productivity.

Call Management

One of the primary functions of Aircall is call management, which encompasses several key features:

Call Forwarding and Call Queues

  • Aircall enables businesses to set up call forwarding and call queues to manage incoming calls effectively.
  • Call forwarding ensures that calls are directed to the appropriate person or department, even if they are away from their desk or using a mobile device.
  • Call queues allow businesses to prioritize and manage multiple incoming calls, reducing customer wait times and improving satisfaction.

Click-to-Dial Functionality

  • Click-to-dial functionality allows users to make calls directly from their computer or integrated software platform with a single click.
  • This feature is especially useful for sales teams or customer service representatives who need to make frequent calls, enhancing efficiency and productivity.

Voicemail Management

  • Aircall provides comprehensive voicemail management, enabling businesses to set up personalized greetings, manage voicemail notifications, and access voicemails through the platform.
  • Voicemails can be forwarded, transcribed, or responded to directly, ensuring that important messages are not missed.

Collaborative Features

Aircall is designed to enhance team collaboration through features such as:

Shared Call Inbox

  • The shared call inbox allows teams to view and manage incoming calls collectively, ensuring that no customer inquiries are missed.
  • This feature is ideal for customer support or sales teams, providing visibility into call history and allowing team members to collaborate on customer issues.

Call Commenting and Assignment

  • Aircall enables team members to comment on calls and assign them to specific individuals, facilitating efficient follow-up and resolution.
  • These features enhance team communication and ensure that customer issues are handled appropriately and promptly.

Team Collaboration Tools

  • In addition to call-specific features, Aircall offers general team collaboration tools such as shared contacts, team messaging, and integrations with collaboration platforms like Slack and Microsoft Teams.
  • These tools foster effective communication and teamwork, improving overall business efficiency.

Productivity Tools

Aircall offers several features designed to boost productivity, including:

Real-Time Analytics

  • Aircall provides real-time analytics, allowing businesses to monitor call metrics and performance indicators such as call volume, wait times, and customer satisfaction.
  • These analytics provide valuable insights that help businesses optimize their communication processes and improve customer experience.

Call Tagging and Tracking

  • Businesses can tag and track calls based on various criteria, such as call type, customer issue, or sales opportunity.
  • This feature facilitates efficient call management and enables businesses to analyze call trends and patterns for strategic decision-making.

Workflow Automation

  • Aircall offers workflow automation that streamlines repetitive tasks, such as assigning calls, sending follow-up emails, or updating CRM records.
  • These automatons save time and reduce the risk of human error, enhancing overall business efficiency.

Aircall Communication Integrations

Aircall Communication Integrations

Integrations are at the heart of Aircall’s effectiveness and versatility. By seamlessly connecting with a wide array of business tools, Aircall Communication enhances not just the efficiency but also the intelligence of your business communications. From CRM systems to helpdesk solutions and productivity platforms, Aircall ensures your phone system works in harmony with the tools your team uses every day. This synergy significantly improves the flow of information within your organization, ensuring no data is siloed, and every customer interaction is insightful and productive.

Key Integration Categories

  • CRM Integration: Directly connect Aircall with leading Customer Relationship Management platforms like Salesforce, HubSpot, and Zoho. This integration provides your sales and support teams with immediate access to caller information, enabling personalized interactions and streamlining follow-up processes.
  • Helpdesk Integration: Seamlessly integrate with helpdesk software such as Zendesk or Freshdesk to ensure support calls are logged, tracked, and resolved efficiently. This connection provides a transparent and effective way to manage customer issues, improving overall satisfaction.
  • Productivity Tools Integration: Enhance team collaboration and workflow with integrations into productivity platforms like Slack, Microsoft Teams, and Google Workspace. These integrations allow for real-time notifications, call summaries, and the flexibility to take and make calls directly within these platforms, significantly boosting team efficiency and communication.

Custom Integration Solutions

Apart from the readily available integrations, Aircall offers the ability to create custom integrations through its Public API. This powerful feature opens up endless possibilities for tailoring your phone system to fit the unique needs of your business, ensuring that as your business evolves, so does your ability to communicate effectively.

The Benefits of Integration

  • Unified Database: Keep your customer and call data synchronized across all your platforms, ensuring information is up-to-date and accessible to all team members.
  • Streamlined Workflows: Automate routine tasks and ensure information flows seamlessly across your teams and tools, minimizing manual data entry and the potential for errors.
  • Enhanced Customer Experience: Leverage the combined power of Aircall and your other business tools to provide a more responsive, personalized service that leaves a lasting positive impression on your customers.

Integrating Aircall Communication into your business ecosystem not only simplifies the management of your communications but also significantly amplifies the potential of your existing tools. This integration capacity transforms Aircall from a mere telephony solution into a comprehensive communication hub that stands as a pivotal element of your business’s operational efficiency and customer satisfaction strategy.


Axis Consulting recognizes the profound capabilities Aircall Communication brings to modern business operations. Its seamless integration, scalability, and robust security measures align perfectly with our mission to offer dynamic solutions that propel businesses forward. Leveraging Aircall’s comprehensive suite of features can significantly enhance the efficiency of business communications, foster meaningful customer engagements, and provide actionable insights into operational performance. While acknowledging its dependence on stable internet connections and the learning curve associated with its more advanced features, we believe these hurdles are outweighed by its benefits. For organizations aiming to refine their communication strategies and boost overall customer satisfaction, Aircall presents a compelling, cost-effective solution. Axis Consulting remains dedicated to guiding our clients through successful Aircall integrations, ensuring they are well-equipped to meet the challenges of today’s fast-paced business environment.


Get in touch

Speak with
an Expert

Looking for help but don’t know where to start? Choose Axis Consulting. We help companies streamline their process with automation by unlocking the power of technology. Fill out the form below and we will be in touch shortly.

Let us know about the service you need

About Axis Consulting

At Axis Consulting, we help companies streamline their process with automation by unlocking the power of technology. From Salesforce Implementation to Custom App Development and beyond, we deliver powerful results that strengthen your business.