Aircall strengthens its Asia Pacific leadership and partner strategy as demand grows for AI-powered customer communications across diverse markets
Aircall is expanding its Asia Pacific strategy beyond its established Australia and New Zealand base, targeting Southeast Asia with a partner-led approach focused on AI-powered customer communications and voice agents.
The company has promoted Frank Eagleton to Managing Director, Asia Pacific, while appointing Rehan Wickremeratne to lead partnerships across the region. The leadership changes come as Aircall seeks to replicate its ANZ growth model in markets where customer service remains heavily dependent on voice and increasingly requires multilingual, always-on engagement.
“AI voice agents are changing what customer conversations can do. They’re handling routine demand instantly while freeing teams to focus on the moments that need a human,” said Eagleton.
Aircall says its strategy combines intelligent voice agents, automated workflows and real-time coaching. Its AI Voice Agent is designed to handle routine, high-volume conversations around the clock and in local languages, while escalating interactions requiring judgement or empathy to human agents.
“AI voice agents are changing what customer conversations can do. They’re handling routine demand instantly while freeing teams to focus on the moments that need a human.” — Frank Eagleton, Managing Director, Asia Pacific, Aircall
Localisation will be a key part of the expansion, with WhatsApp integration cited as one example of adapting the platform to regional customer behaviour.
The company is also positioning channel partners as a critical component of its Southeast Asian growth strategy. Rehan Wickremeratne will focus on developing an ecosystem of technology providers, resellers and service partners capable of localising, integrating and delivering AI voice agents.
“The most useful AI voice agents won’t be built in isolation. They’ll be shaped with partners who understand local markets, languages and customer expectations,” said Wickremeratne.
With more than 24,000 customers globally and operations spanning over 100 countries, Aircall is betting that combining AI automation with local partner expertise can accelerate adoption across Asia’s diverse customer communications landscape.