If you’re running a B2B team, you know the phone isn’t going anywhere. Dialers, call tracking, integrations—these things matter when your sales, support, or customer success teams are the front line. There are a lot of software options out there, but most of them either overpromise or get bogged down in “features” that don’t actually help you close deals or solve customer problems.
This review is for anyone who wants the real scoop on Aircall: what it gets right, what’s just noise, and how it really fits (or doesn’t) into a B2B go-to-market operation.
What Is Aircall, Really?
Aircall is a cloud-based phone system. That means your team can make and receive calls from anywhere, on any device, using an app. It’s mostly aimed at small-to-midsize B2B businesses—think sales teams, support desks, and any group that’s still dialing real people.
You get things like:
- A virtual phone number (or several)
- Call routing and queues
- Call recording and analytics
- Integrations with CRMs and help desks
On paper, it promises to “streamline” your operations. But let’s get into what actually works for B2B teams, and what doesn’t.
Setting Up Aircall: As Simple As They Say?
Getting started is pretty quick. You sign up, pick numbers, and invite your team. The admin dashboard is straightforward—it’s not going to win design awards, but it doesn’t make you hunt for basic settings either.
What’s smooth: - Adding new users is easy and doesn’t require IT. - You can get numbers in different countries with a few clicks. - The desktop and mobile apps both work out of the box.
What’s less smooth: - Permissions are either “admin” or “user”—not much nuance. - If you have a complicated call routing setup, expect some trial and error. - The in-app help is fine, but not deep. Plan to visit their knowledge base for anything tricky.
Pro tip: If your team is remote or hybrid, Aircall is a solid way to get everyone off their cell phones and onto a unified system, fast.
The Core Features That Actually Matter
Let’s be honest: half the “features” in SaaS phone systems are just filler. Here’s what you’ll actually use (and what you probably won’t):
1. Call Quality & Reliability
This is table stakes, and Aircall mostly delivers. Voice quality is clear, and dropped calls are rare—assuming you’ve got a decent internet connection. If your WiFi is spotty, you’ll have problems, but that’s true for any VoIP system.
Heads up: International calls can be less reliable, especially to certain regions, but this isn’t unique to Aircall.
2. Call Routing & Queues
Aircall lets you set up rules based on time, team, or skill. For a B2B sales or support team, this means you can:
- Send calls to whoever’s available
- Route by language or product expertise
- Set fallback rules for after-hours
It’s not as granular as some enterprise platforms, but for most small-to-midsize teams, it’s enough.
3. CRM Integrations
This is where Aircall shines for B2B. Out-of-the-box integrations with Salesforce, HubSpot, Pipedrive, Zendesk, and more. When you get a call, you see the contact’s info pop up, and calls get logged automatically.
But: Integration setup isn’t always plug-and-play. You’ll want someone comfortable with CRMs on hand for the initial connection. Expect to spend some time mapping fields and cleaning up duplicates.
4. Analytics & Reporting
You get basic call stats: volume, duration, wait times, missed calls. It’s good for spotting high-traffic times or underperforming reps.
What’s missing: Deep analytics. Don’t expect AI-powered coaching, sentiment analysis, or anything fancy. For most B2B teams, though, the basics are what you’ll actually look at.
5. Call Recording
Recordings are easy to access and download. Useful for sales coaching, dispute resolution, or compliance. Just check your local laws—recording calls without consent is a no-go in some places.
What’s Great, What’s Meh, and What to Skip
The Good Stuff
- Speed: You can roll out Aircall in a day, even across multiple countries.
- Remote-Readiness: Works from anywhere with a decent internet connection.
- Integrations: The CRM connections are the real value-add.
- User Experience: The app isn’t flashy, but it’s intuitive. Minimal training needed.
The So-So
- Pricing: Not cheap, especially as you scale. There are cheaper options, but you get what you pay for in reliability and integrations.
- Feature Gaps: If you want advanced IVR, custom dashboards, or deep call analytics, you’ll hit a wall.
- Support: Chat and email support are responsive, but don’t expect white-glove service.
The Forgettable
- In-app “Productivity” Features: Things like call tagging or “power dialer” are fine, but most teams ignore them after week one.
- API Access: Exists, but it’s basic. If you want to build heavy custom workflows, look elsewhere.
How Aircall Fits Into a B2B Go-To-Market Engine
Here’s where Aircall helps (and where it doesn’t) in the real world:
Sales Teams
Aircall is great for: - Outbound call campaigns where reps need to dial fast and log calls automatically. - Quickly seeing who’s calling (via CRM pop-ups). - Recording calls for coaching and compliance.
Aircall is NOT for: - Hardcore outbound shops doing thousands of dials/day—there are more specialized (and cheaper) dialers for that. - Teams that need predictive dialing, list management, or SMS-heavy workflows.
Customer Support
Aircall is great for: - Managing call queues and routing tickets to the right agent. - Logging support calls directly into Zendesk or similar. - Handling distributed (remote) teams.
Aircall is NOT for: - Large call centers needing advanced reporting or custom call flows.
Customer Success
If your CS people need to make regular calls and reference CRM data, Aircall fits well. You’re not going to get deep account health insights, but basic call tracking and recordings are solid.
Common Gripes: What Users Actually Complain About
- Call Drops: Rare, but when they happen, it’s usually a WiFi or ISP issue, not Aircall itself.
- Mobile App Bugs: Occasional notifications don’t come through, or calls ring twice.
- CRM Sync Issues: Sometimes contacts don’t match up perfectly. You’ll need to clean your CRM data.
- Price Creep: As teams grow, the per-seat pricing adds up. Budget for it.
When Aircall Isn’t the Right Fit
- If you’re a tiny team (under 5), you might be fine with Google Voice or even just your cell phones.
- If you need super-advanced call routing, AI features, or custom dashboards, Aircall isn’t built for that.
- If you’re running a massive outbound sales operation, look at power dialers or call center software first.
Pro Tips for Making Aircall Work for B2B
- Clean your CRM before integrating. Bad data leads to bad call logs.
- Test routing with real calls. Don’t just trust the setup wizard.
- Record calls, but be up-front. Make sure your team (and customers) are aware and it’s legal in your area.
- Monitor usage. If reps aren’t using the app, figure out why before rolling out company-wide.
The Bottom Line
Aircall isn’t magic, but it does what most B2B teams need: calls, routing, CRM integrations, and basic analytics. It’s fast to set up and easy to use. It won’t replace your CRM or give you AI-powered insights, but it will keep your sales and support teams on the same page.
Keep it simple: Set it up, connect your CRM, and train your team on the basics. Skip the bells and whistles for now. Iterate as you go. If you outgrow Aircall, you’ll know exactly what you need for the next step.