What users are saying about
11 Ratings
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Score 8 out of 100
158 Ratings
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Score 4.4 out of 100

Likelihood to Recommend

CloudTalk

CloudTalk is great for making calls and receiving them, while doing different tasks. It is easy to see the incoming call and to answer them. As well as the call quality is high. It is really suited to be used in customer service, when many clients are calling. Sometimes if a client can not pick up the phone, the SMS option can be a great help to send the information and to receive from the client the information back
Ieva Lukstiņa | TrustRadius Reviewer

NetFortris (formerly Fonality)

For Insurance agencies, small practices, small call centers, anyone that need call forwarding or work with his number remotely while away from office. I can't list all the things I'm gaining as a Fonality customer. From the installation process, the configuration phase with the technicians, the account managers, every Fonality employee was professional and savvy. I was a contact center specialist for more than 10 years and I can tell you that I've never been this happy with a service! Never! Probably if you need a more complex solution and you have an enterprise level company having your own hardware gives you more control over your calls and how to manage them. But again, I think that Fonality can cover most scenarios without the need of a huge investment.
Claudio Hoffer | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

CloudTalk
7.6
NetFortris (formerly Fonality)
Agent dashboard
CloudTalk
7.7
NetFortris (formerly Fonality)
Validate callers
CloudTalk
7.3
NetFortris (formerly Fonality)
Outbound response
CloudTalk
7.9
NetFortris (formerly Fonality)
Call forwarding
CloudTalk
7.8
NetFortris (formerly Fonality)
Click-to-call (CTC)
CloudTalk
7.7
NetFortris (formerly Fonality)
Warm transfer
CloudTalk
7.5
NetFortris (formerly Fonality)
Predictive dialing
CloudTalk
7.2
NetFortris (formerly Fonality)
Interactive voice response
CloudTalk
7.5
NetFortris (formerly Fonality)
REST APIs
CloudTalk
7.5
NetFortris (formerly Fonality)
Call scripts
CloudTalk
7.5
NetFortris (formerly Fonality)
Call tracking
CloudTalk
7.6
NetFortris (formerly Fonality)
Multichannel integration
CloudTalk
7.7
NetFortris (formerly Fonality)
CRM software integration
CloudTalk
7.9
NetFortris (formerly Fonality)

Workforce Optimization (WFO)

CloudTalk
7.7
NetFortris (formerly Fonality)
Inbound call routing
CloudTalk
7.9
NetFortris (formerly Fonality)
Omnichannel inbound routing
CloudTalk
7.4
NetFortris (formerly Fonality)
Recording
CloudTalk
7.6
NetFortris (formerly Fonality)
Quality management
CloudTalk
8.0
NetFortris (formerly Fonality)
Call analytics
CloudTalk
8.0
NetFortris (formerly Fonality)
Historical reporting
CloudTalk
7.7
NetFortris (formerly Fonality)
Live reporting
CloudTalk
7.6
NetFortris (formerly Fonality)
Customer surveys
CloudTalk
7.2
NetFortris (formerly Fonality)
Customer interaction analytics
CloudTalk
7.6
NetFortris (formerly Fonality)

Cloud PBX

CloudTalk
NetFortris (formerly Fonality)
5.5
Hosted PBX
CloudTalk
NetFortris (formerly Fonality)
1.4
Multi-level Interactive Voice Response (IVR)
CloudTalk
NetFortris (formerly Fonality)
5.1
User templates
CloudTalk
NetFortris (formerly Fonality)
6.8
Call reports
CloudTalk
NetFortris (formerly Fonality)
6.1
Directory of employee names
CloudTalk
NetFortris (formerly Fonality)
8.0

Call Management

CloudTalk
NetFortris (formerly Fonality)
6.8
Answering rules
CloudTalk
NetFortris (formerly Fonality)
7.5
Call recording
CloudTalk
NetFortris (formerly Fonality)
3.0
Call park
CloudTalk
NetFortris (formerly Fonality)
8.4
Call screening
CloudTalk
NetFortris (formerly Fonality)
7.7
Message alerts
CloudTalk
NetFortris (formerly Fonality)
7.7

VoIP system collaboration

CloudTalk
NetFortris (formerly Fonality)
3.6
Video conferencing
CloudTalk
NetFortris (formerly Fonality)
5.9
Audio conferencing
CloudTalk
NetFortris (formerly Fonality)
1.4

Mobile apps

CloudTalk
NetFortris (formerly Fonality)
6.7
Mobile app for iOS
CloudTalk
NetFortris (formerly Fonality)
7.0
Mobile app for Android
CloudTalk
NetFortris (formerly Fonality)
6.5

Pros

CloudTalk

  • Fast.
  • Reliable.
  • Superb sound quality.
  • Ease of use.
Stanislav Bouda | TrustRadius Reviewer

NetFortris (formerly Fonality)

  • 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.
Ed Dennen | TrustRadius Reviewer

Cons

CloudTalk

  • The service is unusable right now because it's always down. CloudTalk has oversold their service to too many customers on too few servers (as admitted on an email from their CEO to all their customers). We've lost all functionality for days - crippling our customer support team
Anonymous | TrustRadius Reviewer

NetFortris (formerly Fonality)

  • The softphone options have not proven particularly reliable. The HUDweb application has some potential as far as a visual tool, but has just proven way too unreliable for everyday use. Would not recommend it for use. With that being said, a new softphone application is to be released on 12/16/16, so that may render use of HUDweb obsolete. Am hopeful the dedicated softphone application will prove worthy.
  • HUD Mobile is also less than an ideal solution. Not sure if the mobile OS is to blame for some of the disappointment, but having to run the mobile application in the foreground in order to receive calls is not really practical. Also, the design of the application is not very efficient as it's not obvious immediately how to get to the keypad and direct dialing an extension is not working for us. It does however make calls and can work, but it's more of a hassle than it's really worth. My remote sales team just uses their carrier minutes for calls.
  • The click to call feature while it has worked for us in the past, it has also caused issues with adding extra characters and logos in random areas of email messages, so our users have pretty much turned that feature off.
Scott Braun | TrustRadius Reviewer

Likelihood to Renew

CloudTalk

No score
No answers yet
No answers on this topic

NetFortris (formerly Fonality)

NetFortris (formerly Fonality) 8.8
Based on 16 answers
We've already made a deep investment in the system hardware. We wouldn't be interested in another system at this point! And by the look of my colleagues faces when they see the HUD, I don't think we'd want to switch to a system that would limit us or take away any of these features! We may look at putting the server in the cloud, should internet outages prove to be such a common issue that it is preventing our other locations from functioning smoothly
Kevin Hulett | TrustRadius Reviewer

Usability

CloudTalk

CloudTalk 9.1
Based on 3 answers
I must say that the flexibility of this tool is amazing. I can see all the necessary details about the calls and available agents at one place, including reports, SLAs and other metrics I need to work with. The interface has a very nice modern design, which is easy to use and very intuitive.
Andrej Saxon | TrustRadius Reviewer

NetFortris (formerly Fonality)

NetFortris (formerly Fonality) 7.6
Based on 8 answers
Overall excellent usability, with a few adjustments I feel this is the absolute best VoIP system out there. Just a clarification on the licences and limit the interface to reflect what licence we have. There should be a back or redunancy feature to Fonality Server, If there was a mistake we should be able to resort back to a usable state asap. Before implementing changes to the server, there should be a trial or sample of the changes to make sure it behaves as intended before effecting customer experience. It would be nice to have a demo version of Fonality interface so possible clients can truly evauluate the system. Because of the quality, it would have made it easier to convince the owners to make the transition sooner
Joseph Greaney | TrustRadius Reviewer

Support Rating

CloudTalk

CloudTalk 7.7
Based on 9 answers
Because it solves all problems we faced initially and it makes us data-driven team with its HubSpot integration. CloudTalk is a good investment if you are keen to track actions in your team.
Faruk Aydin | TrustRadius Reviewer

NetFortris (formerly Fonality)

NetFortris (formerly Fonality) 9.1
Based on 7 answers
Support was great. Then all of a sudden I had to talk to my account rep that never contacted me. I had fonality for 4 years and now there is an account rep that is trying to charge me for support and services. Previously I could add phones as needed without a fee for support and activation.
Jim Danforth | TrustRadius Reviewer

Online Training

CloudTalk

No score
No answers yet
No answers on this topic

NetFortris (formerly Fonality)

NetFortris (formerly Fonality) 7.2
Based on 4 answers
Training was excellent, but most of what they had was webinars and not real world situation for our company's need. It would be better to have them remote in my local computer and test my system using inbound / outbound calls. This would have made it easier to learn and more relevant
Joseph Greaney | TrustRadius Reviewer

Implementation Rating

CloudTalk

No score
No answers yet
No answers on this topic

NetFortris (formerly Fonality)

NetFortris (formerly Fonality) 9.8
Based on 4 answers
Everything from the installation to the implementation has been great with Fonality, there is a lot of freedom to how the system will operate but the freedom comes at a cost of more technical experience to make sure it is configured correctly. The staff is very helpful can will make sure that the system is setup correctly and work perfectly.
Joseph Greaney | TrustRadius Reviewer

Alternatives Considered

CloudTalk

CloudTalk is in terms of calls showing a great performance, although LiveAgent was good, too. The decision to change to CloudTalk was due to the lower price for the use. It is really handy for calls, LiveAgent offers also the options for emails. Both software are great for work and together makes it easy to do the tasks needed.
Ieva Lukstiņa | TrustRadius Reviewer

NetFortris (formerly Fonality)

We selected Fonality for ease of use and the HUD portal. One of the partners in the business has used Fonality in the past and had great confidence in it's success for this new endeavor. It has proven to be successful thus far and I hope to be able to update this review in a year's time with continued excellent service!
Traci Ludke | TrustRadius Reviewer

Return on Investment

CloudTalk

  • CloudTalk has crippled our customer support team. The return on investment has basically been upset customers because they can't get through to us for assistance because the app and CloudTalk servers are constantly down.
Anonymous | TrustRadius Reviewer

NetFortris (formerly Fonality)

  • Due to the better call quality over our last provider, it's eliminated a lot of frustration of our customers and having to call them back from our cell phones. This has helped us keep our sanity.
  • The ability to pull up a customer record in our CRM and see customer call activity has been huge. I can see which customers call repeatedly and also use it to help track billable remote support.
  • Being able to see the status of a customer ticket AS they're calling, before we even answer the phone has been huge. I can have a customers ticket open by the time I answer the phone and be one step ahead. This has saved us a lot of time.
Joseph Bettencourt | TrustRadius Reviewer

Screenshots

Pricing Details

CloudTalk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$11*

* per user

CloudTalk Editions & Modules

Edition
CloudTalk Essential$201
CloudTalk Custom-2
CloudTalk Expert$353
CloudTalk Starter$153
  1. per user/month (invoiced annually)
  2. per user or company/month (invoiced annually)
  3. per user/month (invoiced annually)
Additional Pricing Details

NetFortris (formerly Fonality)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Required
$5*

* per user

NetFortris (formerly Fonality) Editions & Modules

On-premise Edition
Hybrid Premise Subscription (Appliance and Phone for Each User)200.001
Hybrid Software Subscription (Required with Hybrid Premise)14.992
Hybrid Premise PurchaseVaries3
  1. per location, per month
  2. per user, per month
  3. Varies
SaaS Edition
Essentials Edition19.991
Professional Edition24.991
Ultimate Edition34.991
  1. per user, per month
Additional Pricing Details
For the latest special offers, visit www.fonality.com/offers.

Rating Summary

Likelihood to Recommend

CloudTalk
7.9
NetFortris (formerly Fonality)
4.4

Likelihood to Renew

CloudTalk
NetFortris (formerly Fonality)
8.8

Usability

CloudTalk
9.1
NetFortris (formerly Fonality)
7.6

Reliability and Availability

CloudTalk
NetFortris (formerly Fonality)
8.0

Performance

CloudTalk
NetFortris (formerly Fonality)
8.0

Support Rating

CloudTalk
7.7
NetFortris (formerly Fonality)
9.1

In-Person Training

CloudTalk
NetFortris (formerly Fonality)
8.0

Online Training

CloudTalk
NetFortris (formerly Fonality)
7.2

Implementation Rating

CloudTalk
NetFortris (formerly Fonality)
9.8

Scalability

CloudTalk
NetFortris (formerly Fonality)
8.1

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