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ServiceNow vs Aircall Comparison

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Overview

Category Leaders

ServiceNow is an IT service application platform-as-a-service provider that offers a range of ITSM products to automate...

Category Leaders

Aircall is a cloud-based phone system that empowers your teams with meaningful conversations. Set up your phone system in...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

40

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.5

136

5

4

3

2

1

73

54

9

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

4.3

308

5

4

3

2

1

177

81

30

3

17

  • Value for money
  • Ease of use
  • Features
  • Customer support
89%
would recommend this app

Pros

It’s far better than the last ITSM tool- Remedy on terms of efficiency and usefulness. Integrating with other tools is most popular in SNOW with easy REST API.
Very nice enviroment, useful tools, good managment, many users in support like this web based tool in many companies I've been worked in.
Overall, I really enjoy this software. It is well trusted, easy to use, and provides a good experience.

Pros

The support team and account managers are more than happy to do anything to make using the software an easy and somewhat enjoyable experience. The power dallier feature is by far the best component.
It is a very good bargain for the money and I highly recommend it to everyone who need this kind of service.
Also, I like the analytics which our management team really appreciates because it helps us to determine workflow by gaging when agents are needed more on certain days and times.

Cons

New users need to be oriented on how to navigate through this tool because it is quite confusing and intimidating to users at first.
Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects.
Some out-of-box examples really don't match up to any organizations needs and leave you wanting more.

Cons

This has interrupted service and effected customer service provided. I have received a response from the aircall team as they are aware the software does not work well with bluetooth devices.
Everyone on our staff hated every moment of AirCall. They begged to switch from day one and then everything started going progressively worse.
Sometimes , I loose the connection my user appears in grey colour and I don't receive incoming calls.
  • Vendor responds to reviews
  • Last review6 days ago
  • Vendor responds to reviews
  • Last review17 days ago

Key features

  • Total features66
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Auto-Dialer
  • Auto-Responders
  • Automated Attendant
  • Automated Routing
  • Automatic Call Distribution
  • Automatic Outbound Dialer
  • Availability Management
  • Blended Call Center
  • CRM
  • Call Center Management
  • Call Conferencing
  • Call Disposition
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Queues
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scheduling
  • Call Screening
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Capacity Management
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Compliance Management
  • Computer Telephony Integration
  • Conferencing
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Contract/License Management
  • Cost Tracking
  • Customer History
  • Customizable Branding
  • Customizable Reports
  • Dashboard
  • Data Import/Export
  • Data Mapping
  • Data Visualization
  • Donor Management
  • Drag & Drop
  • Email Management
  • Employee Activity Monitoring
  • File Transfer
  • For Nonprofits
  • For Small Businesses
  • Fundraising Management
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Cost Management
  • IT Reporting
  • IVR / Voice Recognition
  • Impact Management
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Integrations Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Lifecycle Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multiple User Accounts
  • Network Monitoring
  • On-Demand Recording
  • Online Voice Transmission
  • Outbound Call Center
  • PBX
  • Performance Metrics
  • Performance Monitoring
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Prioritization
  • Problem Management
  • Process/Workflow Automation
  • Progressive Dialer
  • Project Management
  • Purchasing & Receiving
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recording
  • Relationship Mapping
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • SIP Trunking
  • SMS Messaging
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Softphone
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Text to Speech
  • Third Party Integrations
  • Time Zone Tracking
  • Unified Communications
  • Version Control
  • Video Conferencing
  • Virtual Call Center
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Voicemail Transcription
  • Workflow Configuration
  • Workflow Management
  • Total features98
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Auto-Dialer
  • Auto-Responders
  • Automated Attendant
  • Automated Routing
  • Automatic Call Distribution
  • Automatic Outbound Dialer
  • Availability Management
  • Blended Call Center
  • CRM
  • Call Center Management
  • Call Conferencing
  • Call Disposition
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Queues
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scheduling
  • Call Screening
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Capacity Management
  • Change Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Compliance Management
  • Computer Telephony Integration
  • Conferencing
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Contract/License Management
  • Cost Tracking
  • Customer History
  • Customizable Branding
  • Customizable Reports
  • Dashboard
  • Data Import/Export
  • Data Mapping
  • Data Visualization
  • Donor Management
  • Drag & Drop
  • Email Management
  • Employee Activity Monitoring
  • File Transfer
  • For Nonprofits
  • For Small Businesses
  • Fundraising Management
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Cost Management
  • IT Reporting
  • IVR / Voice Recognition
  • Impact Management
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Integrations Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Lifecycle Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multiple User Accounts
  • Network Monitoring
  • On-Demand Recording
  • Online Voice Transmission
  • Outbound Call Center
  • PBX
  • Performance Metrics
  • Performance Monitoring
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Prioritization
  • Problem Management
  • Process/Workflow Automation
  • Progressive Dialer
  • Project Management
  • Purchasing & Receiving
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recording
  • Relationship Mapping
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • SIP Trunking
  • SMS Messaging
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Softphone
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Text to Speech
  • Third Party Integrations
  • Time Zone Tracking
  • Unified Communications
  • Version Control
  • Video Conferencing
  • Virtual Call Center
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Voicemail Transcription
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations371
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite
  • Total integrations145
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite