Today it’s more common than ever for businesses to engage with customers via a whole slew of communication channels, from chat to email to WhatsApp to Facebook Messenger, and beyond.
Even with so many channels, and more popping up daily, the fact remains that for countless brands, phone service is a critical requirement for providing exceptional customer service and engaging with prospects and customers.
The call centers of old, though, don’t exactly align with the integrated, cloud-based, modern nature of today’s leading brands.
Modern phone system provider Aircall offers a scalable, reliable, and fast solution for brands seeking a modern cloud solution, and they achieve that with some help from Twilio.
At its core, Aircall provides businesses with well-designed and easy-to-use tools for sales and support teams. With a laptop, a headset, and an internet connection, customers can set up their cloud-based phone solution in just minutes.
What sets the company apart from the crowd, though, is more than its speed and scalability. The Aircall platform integrates seamlessly with the popular tools most modern businesses use today, dozens of them in fact, across a robust app marketplace, allowing for advanced customization and ultimately a far more seamless solution. This allows customers to choose their tech stack with best-in-class tools that align with the way they work, and to benefit from productivity gains that come from having tools that talk to each other.
“We let our customers buy phone numbers in more than 100 countries all over the world to make and receive calls,” explained Pierre-Baptiste Bechu, co-founder and director of platform and infrastructure at Aircall. “Customers can allow agents to collaborate on calls, transfer them, comment or tag them, and most importantly, synchronize all the data back and forth with the tools they’re already using, like Salesforce, HubSpot, Intercom, and other popular SaaS tools.”
The company also sets itself apart with its call quality, Béchu explained, as well as the ease of set-up for customers.
“We put a lot of effort into call quality to provide the best possible asset for our customer,” he said. “And, we have a very simple set-up. We have what you might call an opinionated product. We recognize trends and understand how our customers manage their contact centers, and we provide a simple solution that just works.”
“In less than five minutes a customer can be up and running,” he added.
To provide such a simple, high-quality solution, Aircall partnered with Twilio.
Prior to choosing Twilio for its phone service, the company had been experiencing reliability issues with another provider, Bechu said. As the company grew, they knew they needed a better solution.
“We came to Twilio mainly for the reliability in service, because in our industry, it has to work all the time and everywhere in the world,” he said. ”One of the key features of Twilio is the ability to be international from day one. We work with telecommunications partners all over the world in order to provide connectivity for our customers, so SIP trunking features are essentials for us."
Thanks to a strong relationship between Aircall and Twilio, Aircall has partnered with Twilio in both commercial and engineering capacities to help with product development, he added.
“We’ve developed a great working relationship with the Twilio team,” he said.
One of the key features of Twilio is the ability to be international from day one. We work with telecommunications partners all over the world in order to provide connectivity for our customers, so SIP trunking features are essentials for us.
Aircall’s quick set-up and reliable service have enabled existing customers to quickly shift to remote work during the COVID-19 pandemic. New customers have been able to get started with a cloud solution for the first time, including organizations that are addressing the crisis directly, such as helping food distributors connect via their cloud phone system, or enabling nonprofits to provide assistance to the elderly or others struggling with isolation.
As the company grows and moves forward, traversing current global challenges and beyond, Bechu said he’s excited to add more features and offerings to the Aircall service, including ones related to artificial intelligence and deeper insight for customers into what’s happening during a voice call.
“We share with our customers the belief that human connection is powerful,” he added. “And Twilio is a great partner to help us provide the tools our customers can rely on to have meaningful conversations, wherever they may be.”
Twilio is a great partner to help us provide the tools our customers can rely on to have meaningful conversations, wherever they may be.