Aircall, the leading cloud-based phone system and contact center software provider, just introduced an exciting product update for 2023.
In this update, a numb
er of innovative features were introduced to enhance customer experience and streamline communication workflows. From SSO authentication to voicemail transcripts, this release will allow companies to intelligently route calls based on customer preferences, agent expertise, and real-time data insights.
Without further ado, let’s dive into the specifics:
Authentication SSO
SSO Authentication, or Single Sign-On Authentication, allows users to login to multiple applications or systems with one set of credentials. With SSO, users don't have to remember and enter separate usernames and passwords for each application, but can authenticate once and gain access to a variety of resources at the same time.
With this new update users will enjoy improved user experiences, centralized control, and simplified user management for organizations managing multiple systems and applications. They’ll be able to login via Google, Okta, Azure and OneLogin.
New Dashboard Analytics
Pretty self explanatory.. The new Aircall dashboards enhance data interpretation, making it easier for users to understand complex information. You’ll also be able to use filtering options for improved data analysis. Better designed and much more flexible, the new dashboard will allow for real-time monitoring of key metrics and performance indicators.
4 Tier Permissions system
Protect sensitive company information like plans and billing details, give each user only the access and edit permissions they need to perform their job, and achieve the right balance of insights, collaboration, and supervision across your organization.
New call routing solution
Inbound call routes are designed with a visual point-and-click editor. Admins can zoom in and out, and click and drag to navigate the call flow.
- Branch: A specific segment of the call router that “branches” off from another segment.
- Node: A dot on a segment that represents the ability to add another branch or widget.
- Widget: A concrete step in the call flow that the inbound caller will experience.
Voicemail Transcripts
Open beta available for desktop, mobile and CTI. What’s in it?
- Display in English
- Enabled by default for the US, UK and Australia
- FR for FR numbers
- Line configuration settings
Read more about this update here.
Call transcription
The new call transcription is available from the call settings tab of the dashboard, from the CRM log (via Asset link) or from the smart player.
Pro tip: In most CRM/helpdesk integrations, we log the Aircall recording link. Customers will be able to access the call transcript from that link.
CI on HubSpot
What are the main features of CI in HubSpot?
- Listening to recordings directly in HubSpot: Sales and Service hub, possible from within the CRM interface.
- Obtain transcript of the conversation between agent and customer.
- Share all or part of your recordings with your colleagues.
- Terms tracking - Selecting terms which later will be tracked in the conversation and can be reported on. When a term is mentioned in a recording, the data will be available in the custom report builder.
- After a transcript is generated, you can search for keywords within the document. This way you can see the context in which the terms were used. There’s also a search bar to look for specific terms.
