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ServiceNow vs Aircall Comparison

Overview

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

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

Screenshots

Pricing

Starting from
$100/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$30/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

4.3

(50)

5

4

3

2

1

22

23

5

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
would recommend this app

5

4

3

2

1

91

59

20

3

9

  • Value for money
  • Ease of use
  • Features
  • Customer support
87%
would recommend this app

Pros

Cloude data and services is simply awesome. The best thing is its also supports to integrate autoCAD as well.
Building Dashboard for Customers is very easy and able to support Users with Customer Support is awesome. Tickets will be auto generated and assigned and able to track the progress easily.
We use this tool to monitor services andIt has'sProven to be useful.I like the reports it generates, and the ability to escalate. The ticketing system is especially useful.

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.
Once you understand the functionality of Aircall, it is a great software that includes the desktop app and the mobile app. The quality of the calls is flawless.
I like the simplicity and funcitonality of Aircall. The power-dial function is a great add to the over-all experience.

Cons

If you are new to service management processes, the plethora of services will leave you confused. Configure one process and explore them in and out before moving into another process.
Very disappointed with customer support, we had to wait 2 to 3 days for a response.
We've also had problems with high reloads, but that just might be par for the course.

Cons

Our salespeople and customers find it terrible. The helpdesk is trained to ask the same questions a thousand times and always blame the others (internet provider, cables, headphones...).
The call log periodically misbehaves. The sync of call recordings for missed calls doesn't always work forcing us to still check missed calls in the native Aircall app still.
It freezes often, has audio connectivity problems, and usually, if it freezes, just closing and reopening the application the application isn't enough to get it working again.
  • Vendor responds to reviews
  • Last review11 days ago
  • Vendor responds to reviews
  • Last review19 days ago

Key features

  • Total features82
  • API
  • Activity Dashboard
  • Activity Tracking
  • Ad hoc Query
  • Agile Software Development
  • Alerts / Escalation
  • Approval Process Control
  • Assessment Management
  • Asset Management
  • Assignment Management
  • Auto-Dialer
  • Auto-Responders
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Notifications
  • Availability Indicator
  • Availability Management
  • Business Analysis
  • CRM Integration
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Capacity Management
  • Change Management
  • Client Portal
  • Commenting
  • Compliance Management
  • Computer Telephony Integration
  • Conferencing
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact History
  • Contact Management
  • Contract Management
  • Cost Tracking
  • Custom Development
  • Custom Landing Pages
  • Customer History
  • Customizable Questions
  • Customizable Reporting
  • Data Filtering
  • Data Import
  • Data Import/Export
  • Data Mapping
  • Data Synchronization
  • Data Visualization
  • Dependency Tracking
  • Desktop Notifications
  • Diagnostic Tools
  • Drag & Drop Interface
  • Email Notifications
  • Employee Portal
  • Escalation Management
  • Event Management
  • Event Triggered Actions
  • Filtered Views
  • Graphical Workflow Editor
  • Heatmap
  • IT Asset Tracking
  • IT Cost Management
  • IVR / Voice Recognition
  • Inbox Management
  • Incident Management
  • Instant Messaging
  • Inventory Management
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Labor Cost Reporting
  • Lead Assignment
  • Lifecycle Management
  • Meeting Management
  • Mobile Integration
  • Monitoring
  • Multi-Channel Communication
  • Multiple Projects
  • Multiple User Accounts
  • PCI DSS Compliance
  • Password Management
  • Performance Management
  • Performance Reports
  • Portfolio Management
  • Predictive Dialer
  • Prioritizing
  • Problem Management
  • Productivity Reporting
  • Progress Tracking
  • Progressive Dialing
  • Queue Manager
  • Real Time Analytics
  • Real Time Comparisons
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real Time Updates
  • Receiving
  • Reporting & Statistics
  • Request Routing
  • Resource Allocation
  • Resource Management
  • Risk Alerts
  • Risk Assessment
  • SLA Management
  • SMS Integration
  • Search Functionality
  • Self Service Portal
  • Skills Tracking
  • Status Reporting
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Third Party Integration
  • Timeline Management
  • To-Do List
  • Trend Analysis
  • Vendor Management
  • Version Control
  • Visual Analytics
  • Voice Mail
  • Workflow Management
  • eCommerce Integration
  • Total features64
  • API
  • Activity Dashboard
  • Activity Tracking
  • Ad hoc Query
  • Agile Software Development
  • Alerts / Escalation
  • Approval Process Control
  • Assessment Management
  • Asset Management
  • Assignment Management
  • Auto-Dialer
  • Auto-Responders
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Notifications
  • Availability Indicator
  • Availability Management
  • Business Analysis
  • CRM Integration
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Capacity Management
  • Change Management
  • Client Portal
  • Commenting
  • Compliance Management
  • Computer Telephony Integration
  • Conferencing
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact History
  • Contact Management
  • Contract Management
  • Cost Tracking
  • Custom Development
  • Custom Landing Pages
  • Customer History
  • Customizable Questions
  • Customizable Reporting
  • Data Filtering
  • Data Import
  • Data Import/Export
  • Data Mapping
  • Data Synchronization
  • Data Visualization
  • Dependency Tracking
  • Desktop Notifications
  • Diagnostic Tools
  • Drag & Drop Interface
  • Email Notifications
  • Employee Portal
  • Escalation Management
  • Event Management
  • Event Triggered Actions
  • Filtered Views
  • Graphical Workflow Editor
  • Heatmap
  • IT Asset Tracking
  • IT Cost Management
  • IVR / Voice Recognition
  • Inbox Management
  • Incident Management
  • Instant Messaging
  • Inventory Management
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Labor Cost Reporting
  • Lead Assignment
  • Lifecycle Management
  • Meeting Management
  • Mobile Integration
  • Monitoring
  • Multi-Channel Communication
  • Multiple Projects
  • Multiple User Accounts
  • PCI DSS Compliance
  • Password Management
  • Performance Management
  • Performance Reports
  • Portfolio Management
  • Predictive Dialer
  • Prioritizing
  • Problem Management
  • Productivity Reporting
  • Progress Tracking
  • Progressive Dialing
  • Queue Manager
  • Real Time Analytics
  • Real Time Comparisons
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real Time Updates
  • Receiving
  • Reporting & Statistics
  • Request Routing
  • Resource Allocation
  • Resource Management
  • Risk Alerts
  • Risk Assessment
  • SLA Management
  • SMS Integration
  • Search Functionality
  • Self Service Portal
  • Skills Tracking
  • Status Reporting
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Third Party Integration
  • Timeline Management
  • To-Do List
  • Trend Analysis
  • Vendor Management
  • Version Control
  • Visual Analytics
  • Voice Mail
  • Workflow Management
  • eCommerce Integration

Integrations

  • Total integrations195
  • Box
  • Datadog
  • Dropbox Business
  • Facebook
  • GitHub
  • Google Drive
  • Jira
  • Mailchimp
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • Opsgenie
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk
  • Total integrations60
  • Box
  • Datadog
  • Dropbox Business
  • Facebook
  • GitHub
  • Google Drive
  • Jira
  • Mailchimp
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • Opsgenie
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation