Initial Consultation & Needs Assessment: The process typically begins with a consultation to understand your organization's specific communication needs.
Setup & Integration: Aircall's team assists with setting up your phone system, integrating with existing tools like CRMs, helpdesk software, or other platforms you use.
Configuration & Customization: The system is configured to match your workflows, including call routing, IVRs, and user roles.
Training & Onboarding: Staff are trained on using the platform effectively.
Go-Live & Monitoring: After testing, the system goes live. Aircall provides support during the initial usage phase to ensure smooth operation.
Customisation
Call Routing & IVR Flows: Customize how calls are directed, routed, or handled based on time of day, caller input, or staff availability.
Number Management: Choose local, toll-free, or vanity numbers tailored to recipient preferences.
Integrations: Compatible with popular CRMs (like Salesforce, HubSpot, Zendesk), helpdesk tools, or custom apps, allowing seamless workflows.
User Roles & Permissions: Define roles to control access levels.
Automated Call Flows & Voicemails: Create custom automation for messages or callbacks.
Additional Costs
Setup Fees: Some providers might charge an initial setup fee, but Aircall often offers flexible onboarding without high upfront costs, especially for non-profits.
Monthly Subscription: Typically, the costs are subscription-based, depending on the plan (e.g., Essentials, Professional, or Advanced). Prices often start around 30−30−50 per user/month but may vary.
Support & Maintenance: Support is usually included in the subscription, but premium support or dedicated account management may incur additional fees.
Additional Costs: Extra features like additional numbers, call recording storage, or API access may have extra charges.
Training
Onboarding & Training: Aircall provides onboarding sessions for new users, often including live webinars, personalized training, and detailed documentation. These sessions cover setup, features, integrations, and best practices tailored to non-profit needs.
Self-Service Resources: Extensive knowledge base, FAQs, video tutorials, and user guides are available online.
Customer Support: Support options include:
Email & Chat Support: Available for immediate assistance.
Phone Support: Enterprise plans may offer dedicated support channels
Dedicated Account Manager: Non-profits on premium plans can sometimes access personalized support.
Training Sessions: Ongoing training sessions and webinars are provided to keep users updated on new features.
Security Measures
Data Encryption: End-to-end encryption of call data and stored information.
Compliance: Meets industry standards such as GDPR, SOC 2, and ISO certifications where applicable.
Access Controls: Role-based permissions and multi-factor authentication (MFA) for account access.
Data Backup & Redundancy: Regular backups and disaster recovery protocols.
Secure Infrastructure: Hosted on secure, compliant cloud servers with regular security audits.
Updates
Frequency of Updates: Typically, Aircall releases updates on a regular basis—monthly or quarterly—focused on bug fixes, security patches, and feature enhancements.
Deployment: Updates are delivered seamlessly with minimal downtime, often automatically rolled out without requiring significant user intervention.
Communication: Users are usually informed about new features or changes through email notifications, release notes, or in-app announcements.
Management: Updates are managed centrally by Aircall’s technical team, ensuring compliance and stability.
Data Ownership and Portability
Data Ownership: Aircall’s policies typically state that customers retain ownership of all data stored and processed on their platform. The provider acts as a data processor, not owner.
Data Portability: Customers generally have the right to export their data, including call recordings, logs, and contact information, in common formats (CSV, JSON, etc.). This enables organizations to move data to other systems if needed, supporting data portability.
Scaling Up / Down
Scaling Up or Down: Aircall’s plans are flexible, allowing organizations to add or remove users, numbers, or features as needs evolve. This can usually be done with minimal disruption.
Terms: Often, scaling can be handled through the admin dashboard, with changes reflected immediately or after a short billing cycle adjustment.
Contract Flexibility: Non-profits might benefit from flexible or month-to-month billing options, enabling adjustments without long-term commitments.
The terms & conditions for contract renewal and cancellation
Renewal: Contracts typically auto-renew at the end of the agreed term (monthly, quarterly, or annual), unless canceled in advance according to the terms specified.
Cancellation: Most providers, including Aircall, allow cancellations with a notice period (commonly 30 days before renewal). Exact terms can vary based on your arrangement.
Early Termination: Terms may specify any charges or penalties for early cancellation, though many non-profits negotiate flexible terms.
Data Handling Post-Cancellation: Upon termination, organizations usually have a set period to export or retrieve data before it is permanently deleted.
Compliance
GDPR: Complies with European privacy laws, providing data protection rights and privacy safeguards.
SOC 2: Adheres to Service Organization Control standards, ensuring security, availability, processing integrity, confidentiality, and privacy
ISO Certifications: May hold ISO/IEC 27001 certification for information security management.
Other Standards: Depending on deployment, may meet HIPAA (for health-related data) or other industry-specific regulations.
