Customer Success Story: Aircall
Aircall improves visibility over call connectivity and audio quality, elevating customer experience for its cloud contact center users.
About Aircall
Aircall is an intuitive, powerful, cloud-based business phone system and call centre software solution trusted by over 5,000 companies worldwide, such as Hostmaker, Adyen, and SendCloud.
With the ability to instantly create numbers in over 100 countries, Aircall integrates seamlessly with most major CRMs and support tools. Users can manage their entire phone system, set up dynamic and intelligent call queues, create personalised caller journeys, and automatically route calls to the right representative from anywhere in the world.
With $40m in funding already received since 2014, Aircall is predicting a big future as its Paris and New York offices continue to expand.
As a cloud-based call centre solution, Aircall relies heavily on multiple carriers to support their infrastructure and ensure an excellent customer experience. Before using Spearline (now Cyara), Aircall had little visibility over connectivity and audio quality concerns with some of those suppliers, and was taking calls from customers alerting them to issues. This reactive state was frustrating for customers and support staff alike.
In order to improve customer experience, Aircall executives wanted to be more proactive, detecting issues before a customer was impacted and choosing carriers that offered the highest levels of service.
The Challenge
- Paul Rousselle, Strategic Project Manager, Aircall
We always focused on improving call quality for our customers, but we were struggling to effectively assess the quality offered by our various carrier partners.
The Solution
Aircall described the Spearline solution as a “crystal ball” they can use to proactively monitor outside their network and spot problems before they happen. With Cyara’s network of in-country servers, the Aircall team was able to replicate their customers’ call flow for comprehensive testing. Now, when they identify an issue with connection, audio quality or other functionality, the team receives an immediate alert with a full call details record (CDR), allowing them to resolve the issue quickly.
Using a range of test types – Inbound, Outbound, PSTN and Mobile – Cyara provides Aircall with the necessary testing solutions and robust data needed to force change with their carriers, in advance of clients flagging audio or connectivity issues.
The Spearline API was integrated into Aircall’s own network, providing test results and data directly, thereby removing the need to manage multiple systems. Coupled with Cyara’s bespoke alerting options, Aircall is confident they will receive notification of an issue instantly.
- Aircall
We used the [Cyara] API from Day 1. It was a way for us to better analyze test results and do correlations that are centered on our business and use cases.
Benefits
By implementing Spearline solutions, now provided by Cyara, Aircall gained a number of game-changing capabilities that enable them to identify and address issues more effectively, including the ability to:
Certify the quality of service for new business development, as well as actively address issues for existing customers.
Monitor carriers across their global infrastructure, troubleshoot errors, and insist on changes when necessary.
Rely on robust comparable data to make future business decisions with Aircall’s existing carrier partners.
Proactively monitor calls and routes to detect any potential customer-facing issues quickly, with teams receiving real-time, human-verified alerts as soon as an issue or outage occurs, before it impacts customers.
Respond to issues faster and reduce their duration of impact, with comprehensive details about the problem needed to troubleshoot and resolve the issue.
[Cyara] gave us better visibility on the quality of our service, and allowed us to detect and solve issues much faster. It contributed to improving call quality and customer satisfaction.
- Pierre-Baptiste Béchu, Tech Co-Founder, Aircall
- Paul Rousselle, Strategic Project Manager, Aircall
We always focused on improving call quality for our customers, but we were struggling to effectively assess the quality offered by our various carrier partners.
- Aircall
We used the [Cyara] API from Day 1. It was a way for us to better analyze test results and do correlations that are centered on our business and use cases.
- Pierre-Baptiste Béchu, Tech Co-Founder, Aircall
[Cyara] gave us better visibility on the quality of our service, and allowed us to detect and solve issues much faster. It contributed to improving call quality and customer satisfaction.