8x8 X Series vs NetFortris (formerly Fonality)

• We love the conference calling since many users are working from home.
• The fact that we can reprogram it on the fly without having 8x8 do it is a big plus.
• Being able to take the phones with us using the app on our cell phones is a bonus.

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• From an administrator's perspective, Fonality makes administering the company's phone system easy. Configuration menus and setup options are logically structured and easy to understand.
• Technical support has been very good. Early on in our deployment, we had some nagging voice quality issues which were network related. Fonality provided exceptional support even though it was not technically their issue. It is important to know ahead of time how well your vendors work with other vendors for integrated services like a VOIP telephone system. Fonality support demonstrated their patience and perseverance in helping us resolve our issues.
• Although we don't use remote office capabilities much, the ability to set up phones on the system in remote locations has been a significant help to several of our departments.

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• App improvement - connectivity issues
• Base level training - new employee handbook/training
• Simplify steps on an overwhelming dashboard. Maybe the ability to set up quick links for functions we do often- to update VM is many, many steps.
• Customer service when placing a ticket - we have had many issues with them not taking the time to understand our question/problem.

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• Bugginess - Some things just really need some tweaking. I had to get very creative with my call routing and hold music, because the in-queue announcements don't work right at all. For example, even set to 'play once' it would loop the 'you are the first caller' announcement over and over, and cause call drops. Or my caller-name ID, which shows the registered user's name on each line on outgoing calls, even though it's not set to such anywhere in the CP settings.
• Support - I'll give them 50/50 on this. My experience with Verizon VCE was everyone playing hot potato with issues and saying it was the responsibility of another department, meaning several phone calls and lots of hold time. Fonality doesn't have that issue, I've never really been passed around or blown off. However, some of the 'offshore' CS reps are... wow. I spent about half a dozen emails back and forth with two of them, trying to figure out why queues I deleted from the CP randomly and consistently reappeared in the HUD. Most of those emails were spent trying to explain that no, my issue was NOT that I wanted to create those queues again in the CP.

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• 8x8 [X Series] has been a staple for our organization for years, while it has worked, it has become dated and requires a massive update.
• The latest update took us offline for 72 hours. Despite adhering to the instructions given in the update email.
• Mobile and desktop apps do not function properly. The "Helper Tool" does not work and is a nuisance.

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• We are still new to Fonality, but having the flexability has proven quite successful thus far.
• The management of incoming calls and voicemail messages has really helped us to be able to follow up with potential clients.
• The service at Fonality helped our new business take a leap into 2017, and we expect much growth with the continued use of Fonality.

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