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Get free accessThursday 10th October 2024. Or 10/10, if you will. A day when over a thousand Aircall customers and partners - as well as every Aircallee - came together in a special-edition Aircall Town Hall to celebrate an entire decade of better conversations.
Think back to 2014. What were you doing? Probably dancing to Gangnam Style at some point. Maybe going to catch a movie like Interstellar or Guardians of the Galaxy. And you almost certainly watched an Ice Bucket Challenge or two. Well, around the same time, four young(ish) guys joined forces in Paris, France to create Aircall: the customer communication and intelligence platform. And that’s what we talked about in our most recent Town Hall.
Aircall Customer Town Halls
At Aircall, we hold a Town Hall meeting every few months to share the latest and greatest developments from our company. It’s a great way to touch base with our customers and keep everyone informed, and this time, we had a bumper session! Featuring speakers from Customer Success, Product, Tech, Marketing, Sales, and our CEO, everyone at Aircall showed up to celebrate turning 10 - with a bonus appearance from a customer, too.
The next 10 years
To kick us off, CEO Scott Chancellor shared the grand vision that underlines our future plans. He talked us through Aircall's focus on innovation and customer obsession which has paved the way for faster product launches and feature enhancements. Plus, he took us through plans to advance our customer communication intelligence platform, powered by AI.
People-first. AI-powered.
Diving deeper into these AI advancements was Alan Talanoa, our Chief Technology Officer. From expanding carriers in Western Europe and Australia to adding new media centers in the US, Alan elaborated on our relentless quest to improve call quality and user experience. Chief Product Officer Tom Chen then built on this by unveiling some fascinating advancements in product features: enhanced native messaging; improved automation capabilities; stronger analytics; and more robust AI. All delivered through features like Voicemail Drop, Power Dialer, and the upcoming release of AI-powered Call Scoring and a new Live Monitoring experience, plus he announced our brand-new platform, Aircall Workspace (but more on this shortly).
However, although we’re taking a big leap into AI integration, Scott, Alan and Tom - backed up by the whole team - emphasized that Aircall is, and will always be people-centric, with customers at the heart of everything we do:
“We believe in a product that's people-first. We see AI as a way to let you do less through automation, and to focus on doing the most critical things even better than before.”
- Scott Chancellor, Chief Executive Officer, Aircall
Aircall Workspace
Adding to the product insights, Taylor Bradley, our Product Director, took a deep dive into the announcement of the brand-new Aircall Workspace. What is it? Well, in a nutshell, it’s a new interface which surfaces more information and more context on a single screen, with the ability to complete all your tasks and notes in one place. It’s set to improve cross-channel communications, provide a clear view of customer conversations, and aid in seamless collaboration. Our customers will be able to dive into Aircall Workspace really soon, and save their agents on the phones even more time before, during and after their calls!
“Aircall Workspace will help you communicate across channels while maintaining a 360 view of your customer conversations. It's going to help you stay organized across all of your working days, and also help your teams collaborate more seamlessly amongst themselves.”
-Tom Chen, Chief Product Officer, Aircall
Unveiling even more new developments was Lorenza Pugliese, Director of Product Marketing, who gave a preview of our new Live Monitoring dashboard. And James Mensforth, our Sales Director, shared how AI Call Scoring is set to revolutionize transparency and quality in call evaluation.
Unpacking Breitling's Customer Communication Evolution
One of our favorite things about our Customer Town Halls is that we can literally get our customers involved, and a fascinating part of the gathering was a (virtual) fireside chat between Kristof Desmedt, Global Contact Center Manager of Breitling, and Aircall’s own Madelyn Deprey, VP Success, NA & APAC. Kristof shed light on some key challenges that the luxury brand faced during their evolution to a more direct-to-consumer model. Training contact center teams, finding the right digital setup, and maintaining dedicated teams for consumer interactions were all hurdles for the ambitious transition. Luckily - with the help of Aircall’s integration with Salesforce - Breitling has a fully holistic view of customer interactions through features like IVR, caller identification, dashboards, call recording, and transcription.
But the chat wasn’t just about the software, it was about finding solutions to manage call overload in different time zones, the potential 24-hour support for varying regions, and of course, the importance of the human touch in customer communication - something that’s vital for a luxury brand like Breitling. Kristof emphasized how Aircall has helped them to maintain that personal connection with customers, keeping their 140-year-old legacy going strong.
“We're still in luxury, so the human aspect is extremely important…any questions [the customers] have, be it from the payment methods, to the tech sites, to just talking about a beautiful watch and being convinced about what it is, they still want to talk to a human being. On this level, we will never be able to give the exact same service as you will get in a boutique, but we can bring that coolness, that inclusivity, the warmth of Breitling as much as possible also over the phone.”
-Kristof Desmedt, Global Contact Center Manager, Breitling
We’re only 10!
While it can feel like 10 years is a long time, this special 10th Anniversary Town Hall helped us to see that - on reflection - we’ve achieved so much in only a decade. From celebrating big wins to acknowledging the effort it took to reach this milestone, this session was an opportunity to recognize every accomplishment and set the stage for an exciting future filled with promise and growth.
“Over the last decade, we've connected over 2.5 billion calls, serving 19,000 customers in well over 100 countries around the globe. We've grown not just in size, but in the impact we make.”
-Scott Chancellor, Chief Executive Officer, Aircall
Want to learn more about the features and product developments we discussed in our Town Hall? Get in touch today, and one of our experts will take you through our incredible customer communication and intelligence platform.
Published on October 11, 2024.
