The evolution of call routing over the past few years has been remarkable, shifting from basic automated systems to sophisticated, AI-driven platforms that can predict and route calls based on real-time data and historical interactions. This transformation has enabled businesses to provide faster, more personalized service, significantly improving customer satisfaction and operational efficiency.
Since its inception, Aircall - A leader in cloud-based phone systems - has consistently pushed the boundaries of call management, providing businesses with seamless and scalable solutions that integrate effortlessly with other essential B2B tools. Over the years, it has empowered countless companies with advanced call routing features, analytics, and CRM integration, helping them streamline operations and enhance customer interactions. With its anticipated product update, Aircall is set to revolutionize the way businesses handle communications even further.
With its latest release, Aircall aims to harness the power of AI and machine learning to introduce smart call routing features that dynamically adjust to caller needs and agent availability. Additionally, new audio quality improvements will raise the bar across the industry and cement Aircall as a powerhouse in cloud-based call routing technology.
Let's take a deeper look on what Aircall is planning for its vast customer base:
Audio quality
Aircall's audio quality is a combination of software, hardware, and network conditions. A broad improvement has been made to their network diagnostic tools. This allows agents to have multiple ways to assess their network, and ensure ideal connection range for voice calls.
Another upgrade was made to their audio management and audio bitrate - Improved microphone & audio check, noise cancellation and remote controls for call actions such as answering or routing. Agents can also choose from a range of audio bitrate options to optimize for the best sound quality for their network.
New roaming locations have been added as well - Agents can now use Aircall from more localized areas in Western Europe, North America, and Asia.
What's next in audio quality?
Later this year, Aircall will introduce notification improvements that will allow agents to detect and fix network issues. This will be achieved with enhanced date pipelines. Furthermore, Aircall is developing quality dashboards for their users. These dashboards will provide a breakdown of user call quality metrics - across all users and all devices. This will help admins pinpoint where network issues may exist.
Call Timelines
Inbound calls will be handled thoroughly, step-by-step, to investigate call routing rules and review the performance of your available agents.
Goal-based reports
Introducing four new dashboards designed to give customers quick access to the data they need to enhance customer satisfaction or boost the performance of your sales team. These reports will include:
- User Activity
- Inbound
- Outbound
- Unanswered Calls
Text Search
Search for keywords from within calls and across the Conversation Center, and focus on the topics that matter the most to you.
Sentiment Analysis
Log AI-powered call summaries and key topics in HubSpot, Zendesk, and Salesforce to have everything in one place - your CRM.
Call summary logging
Log AI-powered call summaries and key topics in HubSpot, Zendesk, and Salesforce to have everything in one place - your CRM.
Trending Topics
Understand what customers are talking about across conversations. Track topics of interest and drill into associated calls.
Voicemail Drop
Achieve significant productivity gains by pre-recording voicemails and dropping them with a single click to quickly move on to your next call.
Holiday Hours
Plan ahead for events that impact your team’s regular schedule by setting up call routing exceptions for your Smartflows IVR.
Bulk User Creation
Create up to 50 users with a single operation, leaving you more time to spend on onboarding them.
Cut down on manual work
Add new teams to Aircall simply by uploading a .CSV file containing their details.
Improve self-sufficiency
Easily handle bulk user creation yourself, without needing to reach out to Support.
Aircall utilizes technologies your team can depend on
Market-leading enterprise infrastructure
For excellent call quality, Aircall works with best-in-class global voice carriers and local providers in select markets. With the Opus codec, they can deliver optimal quality even when network strength fluctuates. Both Aircall's desktop and mobile apps are native to their respective platforms with strong back-end connections.
Consistent 99.95% uptime
Aircall has distributed 7 data centers worldwide, and invested in redundancy at every level to eliminate single points of failure. To avoid disruptions and provide consistent call quality, Aircall works with multiple carriers.
Notifications help users optimize settings
Real-time notifications alert users and administrators to network, headset, and infrastructure problems. In addition to viewing their device settings, users can easily view the type of internet connection and network quality they have. Troubleshooting can be done directly from the app thanks to alerts.
Onboarding and support that stands out
Dedicated onboarding managers assist large and medium teams in setting up networks, prioritizing IP addresses, and configuring ports. A compliance checklist for internet connection and headset configuration is reviewed along with best practices. Aircall's Support and Success teams are based in NYC, Paris, New Delhi, and Sydney. In order to diagnose and resolve issues, support managers use real-time dashboards to monitor network performance for each customer, carrier performance, and Aircall app performance.
Stay tuned as Aircall continues to innovate and lead the way in transforming business communications with its 2024 product release. Whether you're a small business or a large enterprise, these new features are designed to help you connect more effectively with your customers and drive your business forward.