Who this comparison is for
VoiceLink highlights
- Skills routing, sticky agent, callbacks, VIP queues
- Transcripts with PII redaction + SecureStore retention controls
Aircall highlights
- Quick setup and popular CRM integrations
Capability matrix
| Capability | VoiceLink | Aircall | Notes |
|---|---|---|---|
| Queues & skills-based routing | Full | Partial | Advanced skills & priorities in VoiceLink |
| Callback queue & scheduled callbacks | Native | Partial | — |
| Recording pause/resume + redaction | Native | Partial | Consent prompts + PCI masks |
| Transcripts, keywords & sentiment | Full | Partial | Pluggable STT engines |
| Supervisor barge/whisper/coach | Full | Partial | — |
| Observability (/metrics, MOS) | Native | None | Prometheus dashboards |
| Velaxe Agent Desk & Chronicle links | Native | None | Stack-native |
- Focuses on CC features; UC features (team messaging/meetings) are out of scope.
Total cost of ownership
As call volume and compliance needs rise, VoiceLink’s built-ins (callbacks, redaction, metrics) reduce tooling sprawl and manual ops compared to layering multiple add-ons on a basic phone system.
Assumptions
- 15–40 agents, inbound support with seasonal peaks
Migration plan
From Aircall · Number port → queue/IVR recreation → recording policy enablement
-
1
Port DIDs or forward temporarily to validate flows
-
2
Recreate routing in VoiceLink (skills, priorities, hours)
-
3
Enable transcripts/redaction; connect SecureStore retention policies
Security
- KMS-backed storage with region pinning
- RBAC roles & audit trails
Evidence & sources
| Claim | Value | Source |
|---|---|---|
| Callbacks | Queue & scheduled callbacks with SLA-aware timing | product_docs |
About VoiceLink
VoiceLink is the reliable voice layer for Velaxe. Spin up a WebRTC softphone, connect SIP/PSTN trunks, configure IVR and skills routing, and record calls with PCI pause/resume and redaction. Transcribe audio with leading STT engines and surface key phrases, sentiment, and dispositions.
Agents work calls inside Agent Desk with screen-pop, notes, and wrap-up codes. Automate escalations and callbacks via FlowForge, store recordings in SecureStore with region pinning, and analyze service levels and MOS quality in InsightLake.
Built for compliance, performance, and scale—STIR/SHAKEN, consent prompts, granular retention, and Prometheus-friendly /metrics out of the box.