If you run a B2B operation, you know your call center isn’t just “taking calls”—it’s the lifeline to your customers, partners, and revenue. Choosing software for your team is a big deal. There are dozens of options, and most promise the moon. But what really matters? And how does a tool like Aircall stack up when you look past the sales pitch?
Let’s break down the key features you actually need—and what’s just noise—so you can make a call (pun intended) that works for your business, not just for a vendor’s demo.
1. Easy, Reliable Calling—Anywhere
What matters:
Your team needs to make and receive calls without fiddling with complex hardware or settings. B2B sales and support people often work remotely, travel, or switch devices.
What to look for: - Cloud-based (no desk phones required) - Apps for Windows, Mac, iOS, and Android - Quick setup—minutes, not days - Solid call quality, even on spotty Wi-Fi
Aircall’s reality:
Aircall is 100% cloud. You get apps for desktop and mobile, and setup is genuinely simple—invite users, assign numbers, done. The call quality is usually strong, but like any VoIP provider, it depends on your internet. If your office’s Wi-Fi is flaky, you’ll have issues with any cloud solution.
Pro tip:
Test on your real-world network. If you have remote reps, make sure they try the mobile app before you commit.
2. Call Routing and Queues That Don’t Make You Tear Your Hair Out
What matters:
B2B calls aren’t one-size-fits-all. You might want to route VIP customers to their account manager, or send tech support calls to a skilled team.
What to look for: - Skills-based routing (send calls to the right people) - Smart call queues (so customers don’t wait forever) - IVR (press 1 for sales, 2 for support, etc.) - Easy to change rules—no IT degree needed
Aircall’s reality:
Aircall offers a drag-and-drop call flow builder, IVR, and basic skills-based routing. You can set rules for business hours, holidays, and which teams get which calls. It’s all in plain English—no cryptic menus.
The catch:
If you need super-advanced routing logic (like Salesforce-level workflows), you might hit limits. But for most B2B teams, Aircall’s routing is more than enough.
3. Integration With Your CRM and Tools
What matters:
Your sales or support team shouldn’t have to copy-paste notes between your call system and CRM. Automatic logging saves time and avoids mistakes.
What to look for: - Direct integrations with Salesforce, HubSpot, Zendesk, etc. - Click-to-dial from your CRM - Automatic call logging and note syncing - Open API for anything custom
Aircall’s reality:
This is one of Aircall’s real strengths. It has out-of-the-box integrations with most major CRMs and helpdesk tools. Set up takes minutes, not hours. Calls get logged automatically, and you can add notes or tags from right inside the Aircall app.
Don’t get distracted by:
“Marketplace” integrations that are really just Zapier recipes—true integrations push and pull data both ways. Aircall’s main integrations are the real deal, but double-check for your stack.
4. Analytics You’ll Actually Use
What matters:
You want to see how your team’s doing, spot patterns, and make decisions. Most B2B teams don’t need a NASA dashboard—just clear, actionable data.
What to look for: - Live dashboards (who’s on a call, who’s available) - Historical reports (call volume, wait times, missed calls) - Simple exports (CSV, PDF, etc.) - Easy to share with your team or boss
Aircall’s reality:
Aircall offers live dashboards and basic historical analytics—call volumes, wait times, missed calls, and more. Reports are easy to pull and export. For most teams, this is enough.
Limitations:
If you want deep-dive analytics (think: multi-level custom reporting or AI-powered “insights”), you’ll need to export data and crunch numbers elsewhere, or look for a business intelligence add-on.
5. Call Recording, Monitoring, and Compliance
What matters:
B2B calls often involve sensitive info or legal requirements. Training and compliance are big deals.
What to look for: - Easy call recording (with clear consent prompts) - Secure storage - Agent monitoring and whisper (listen in or coach live) - Compliance tools (GDPR, HIPAA, etc.)
Aircall’s reality:
Call recording is built in—just flip a switch per line or user. Recordings are stored securely and can be shared or downloaded. There’s “listen” and “whisper” for live coaching, which is handy for onboarding new reps.
Honest warning:
Compliance is partly on you. Aircall has tools to help, but you still need to set up consent messages and check your local rules. For industries like healthcare or finance, double-check with your legal team.
6. Simple, Honest Pricing (No Surprise Fees)
What matters:
No one likes surprise bills. B2B call centers can rack up costs fast, especially if you scale or need lots of numbers.
What to look for: - Transparent pricing per user - Included features vs. paid add-ons - Clear costs for numbers, minutes, and integrations
Aircall’s reality:
Aircall’s pricing is per user per month, with some core integrations included. You pay extra for some advanced features and premium integrations. Extra phone numbers and international calls can add up, so check the fine print.
Watch out for:
Volume discounts (if you’re growing), and what happens if you need to add/remove users mid-contract.
7. Decent Support (When Stuff Breaks)
What matters:
When your phones go down, you need help—fast. That’s non-negotiable.
What to look for: - Real human support via chat, email, or phone - Fast response times - Good help docs and onboarding guides
Aircall’s reality:
Aircall offers support via email and chat, with phone support on higher plans. Their help docs are solid and setup is self-explanatory for most teams. For common issues, you’ll get answers quickly.
If you want white-glove service:
You’ll need to pay for a higher-tier plan or dedicated account manager.
Features You Don’t Need (But Vendors Love to Pitch)
- AI “insights” that just repackage your call logs
- Gimmicky collaboration tools you already have in Slack
- Over-the-top wallboards or gamification
Focus on what your team will actually use. Add-ons tend to create more noise than value.
How to Choose (and Why Aircall Makes the Shortlist)
Here’s how to make this decision without wasting your week:
-
List your must-haves.
Don’t buy for a hypothetical future team of 200—buy for what you need now, plus a bit of headroom. -
Test drive with real reps.
Get a trial account. Make real calls, integrate your CRM, try routing and reporting. Don’t let the IT team do this in a vacuum. -
Check integration depth—not just logos.
Make sure call logs, notes, and contacts actually sync the way you expect. -
Read the fine print.
Double-check pricing for international numbers, call recording storage, and support levels. -
Ask for references.
Talk to another company in your industry using the platform. Sales demos are great, but real-world feedback is better.
Aircall ticks a lot of boxes for B2B teams: easy setup, solid integrations, good-enough analytics, and no hardware headaches. It’s not the cheapest, and it won’t do everything a massive enterprise PBX will, but for most growing B2B teams, it’s a strong contender.
Keep It Simple—And Iterate
You don’t need a feature Frankenstein. Start with the basics: clear calls, smart routing, and integration with your main tools. Once your team’s humming, tweak as you go. Most of all, don’t get distracted by shiny extras. The best call center software is the one your team actually uses—and barely notices.
Ready to try something new? Give your shortlist a real-world test, then pull the trigger. You’ll save yourself a lot of time, money, and future headaches.