<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
586 Ratings
159 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 4.9 out of 100

NICE CXone (formerly NICE inContact)

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
586 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Likelihood to Recommend

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

NICE CXone (formerly NICE inContact)

[NICE CXone (formerly NICE inContact)] has always been a huge help in terms of being able to prepare myself for who I am going to be receiving a call from. There is a feature that notifies you about what kind of customer is calling before you receive the call so it helps me mentally prepare myself for the kind of scenario that is going to be brought to my attention.
Edward Oberlton | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

NetFortris (formerly Fonality)
5.5
NICE CXone (formerly NICE inContact)
Hosted PBX
NetFortris (formerly Fonality)
1.4
NICE CXone (formerly NICE inContact)
Multi-level Interactive Voice Response (IVR)
NetFortris (formerly Fonality)
5.0
NICE CXone (formerly NICE inContact)
User templates
NetFortris (formerly Fonality)
6.8
NICE CXone (formerly NICE inContact)
Call reports
NetFortris (formerly Fonality)
6.0
NICE CXone (formerly NICE inContact)
Directory of employee names
NetFortris (formerly Fonality)
8.0
NICE CXone (formerly NICE inContact)

Call Management

NetFortris (formerly Fonality)
7.0
NICE CXone (formerly NICE inContact)
Answering rules
NetFortris (formerly Fonality)
7.7
NICE CXone (formerly NICE inContact)
Call recording
NetFortris (formerly Fonality)
2.9
NICE CXone (formerly NICE inContact)
Call park
NetFortris (formerly Fonality)
8.7
NICE CXone (formerly NICE inContact)
Call screening
NetFortris (formerly Fonality)
7.8
NICE CXone (formerly NICE inContact)
Message alerts
NetFortris (formerly Fonality)
7.8
NICE CXone (formerly NICE inContact)

VoIP system collaboration

NetFortris (formerly Fonality)
3.6
NICE CXone (formerly NICE inContact)
Video conferencing
NetFortris (formerly Fonality)
5.9
NICE CXone (formerly NICE inContact)
Audio conferencing
NetFortris (formerly Fonality)
1.4
NICE CXone (formerly NICE inContact)

Mobile apps

NetFortris (formerly Fonality)
6.9
NICE CXone (formerly NICE inContact)
Mobile app for iOS
NetFortris (formerly Fonality)
7.0
NICE CXone (formerly NICE inContact)
Mobile app for Android
NetFortris (formerly Fonality)
6.7
NICE CXone (formerly NICE inContact)

Contact Center Software

NetFortris (formerly Fonality)
NICE CXone (formerly NICE inContact)
8.1
Agent dashboard
NetFortris (formerly Fonality)
NICE CXone (formerly NICE inContact)
8.3
Validate callers
NetFortris (formerly Fonality)
NICE CXone (formerly NICE inContact)
8.3
Outbound response
NetFortris (formerly Fonality)
NICE CXone (formerly NICE inContact)
8.2
Call forwarding
NetFortris (formerly Fonality)
NICE CXone (formerly NICE inContact)
8.4
Click-to-call (CTC)
NetFortris (formerly Fonality)
NICE CXone (formerly NICE inContact)
8.5
Warm transfer
NetFortris (formerly Fonality)
NICE CXone (formerly NICE inContact)
8.5
Predictive dialing
NetFortris (formerly Fonality)
NICE CXone (formerly NICE inContact)
7.5
Interactive voice response
NetFortris (formerly Fonality)
NICE CXone (formerly NICE inContact)
8.0
REST APIs
NetFortris (formerly Fonality)
NICE CXone (formerly NICE inContact)
7.8
Call scripts
NetFortris (formerly Fonality)
NICE CXone (formerly NICE inContact)
8.0
Call tracking
NetFortris (formerly Fonality)
NICE CXone (formerly NICE inContact)
8.3
Multichannel integration
NetFortris (formerly Fonality)
NICE CXone (formerly NICE inContact)
7.9
CRM software integration
NetFortris (formerly Fonality)
NICE CXone (formerly NICE inContact)
7.9

Workforce Optimization (WFO)

NetFortris (formerly Fonality)
NICE CXone (formerly NICE inContact)
8.3
Inbound call routing
NetFortris (formerly Fonality)
NICE CXone (formerly NICE inContact)
8.5
Omnichannel inbound routing
NetFortris (formerly Fonality)
NICE CXone (formerly NICE inContact)
8.3
Recording
NetFortris (formerly Fonality)
NICE CXone (formerly NICE inContact)
8.5
Quality management
NetFortris (formerly Fonality)
NICE CXone (formerly NICE inContact)
8.5
Call analytics
NetFortris (formerly Fonality)
NICE CXone (formerly NICE inContact)
8.4
Historical reporting
NetFortris (formerly Fonality)
NICE CXone (formerly NICE inContact)
8.3
Live reporting
NetFortris (formerly Fonality)
NICE CXone (formerly NICE inContact)
8.4
Customer surveys
NetFortris (formerly Fonality)
NICE CXone (formerly NICE inContact)
7.9
Customer interaction analytics
NetFortris (formerly Fonality)
NICE CXone (formerly NICE inContact)
8.0

Pros

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

NICE CXone (formerly NICE inContact)

  • The quality of the calls are great, i rarely have to report any type of call issues
  • The admin portal is very organized and it makes it easier to find information about users and stations
  • The prebuilt reports that it has are very useful when it comes to assisting users in regards to finding information
Jose Turcios | TrustRadius Reviewer

Cons

NetFortris (formerly Fonality)

  • 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.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • When making a manual outbound it would be nice to be able to enter the number and just hit "enter" instead of having to hover with the mouse, wait for the dialing prompt to appear then click it.
  • It would be nice if NICE CXone didn't send you a new call while you're entering a manual outbound number.
  • When scheduling a callback, NICE CXone will kick you out of that record/callback schedule screen before you can complete scheduling if a call comes in while scheduling the call.
  • When scheduling a call, it would be nice to just enter the time instead of having to click on the hour then enter it, click on the minutes, and hope that you click on the right spot. If you don't click on the right spot, you'll have to get super close to the screen to hit the right spot to enter the minutes.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

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

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.6
Based on 15 answers
I will highly use inContact Cxone even if I am at a different company because, as I mentioned before, inContact makes it easy to manage, view reports, modify skills, and multitask. Also, it does not freeze, it is easy to resolve any issue, and easy to log in.
Anonymous | TrustRadius Reviewer

Usability

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

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.5
Based on 361 answers
NICE [CXone (formerly NICE inContact)] is a great and safe tool for the entire company, but it still needs some adjustments like not needing to put the country code before every call, but putting everything together, NICE [CXone] surpassed expectations.
Ana Gomes | TrustRadius Reviewer

Reliability and Availability

NetFortris (formerly Fonality)

NetFortris (formerly Fonality) 8.0
Based on 5 answers
Fonality has been available to us 99% of the time. There have rarely been any lengthy outages.If any issues do occur, their support staff is available around the clock to help.This is important, since communication is a big part in our company and availability of the phone system is important in maintaining this reliability
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.2
Based on 4 answers
NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them
Anonymous | TrustRadius Reviewer

Performance

NetFortris (formerly Fonality)

NetFortris (formerly Fonality) 8.0
Based on 3 answers
Fonality's performance is excellent. The phones work flawlessly and the calls are clear.It is a well put-together system that does not need daily support.It is not complex from a user standpoint, as most of our staff are quick to learn how to use the phones. More systems should strive to work as well as Fonality's
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.0
Based on 4 answers
NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.
Anonymous | TrustRadius Reviewer

Support Rating

NetFortris (formerly Fonality)

NetFortris (formerly Fonality) 9.0
Based on 8 answers
Because of their customer support and their attention for details in our problems that we face during our initial stage. We simply love fonality just for the way we are treated when we reach them with our fonality issues - they take it seriously and resolve it as early as possible and the most important part is we dont need to keep on insisting them to do so.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.4
Based on 6 answers
inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.
Kevin Lintner | TrustRadius Reviewer

In-Person Training

NetFortris (formerly Fonality)

NetFortris (formerly Fonality) 8.0
Based on 2 answers
Training was provided by the in-house IT administrator. Fonality was able to provide support to the admin, who then assisted the users.It went smoothly and all the details and functions of the system were made available to the office staff.Any questions were answered promptly and if any issues did arise, Fonality was available to answer them
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.0
Based on 3 answers
It was very entertaining, we received the training from the best trainers. I think the information that they provided was very interesting. We receive a lot of very good information to forward to all the users of this need tool and answers were given in the correct time and form.
Anonymous | TrustRadius Reviewer

Online Training

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

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.3
Based on 3 answers
good stuff available online help section
Somveer Singh | TrustRadius Reviewer

Implementation Rating

NetFortris (formerly Fonality)

NetFortris (formerly Fonality) 9.6
Based on 5 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

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.2
Based on 7 answers
It took a while for the implementation but in our company was all good because we got the best people to handle the implementation. They were able to handle any questions or issues that users asked regarding the new tasks. At the moment, we are all good with this software.
Anonymous | TrustRadius Reviewer

Alternatives Considered

NetFortris (formerly Fonality)

I have not used any other VoIP system that I have been paying for. I hope that Fonality proves itself enough to where I will not have to switch. So far, for the price and the functionality, this is my recommendation for small businesses. I might recommend going with a more high end phone to increase functionality, but other than that, the system is one I would definitely recommend.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

Interactive IntelligenceCisco Express and Enterprise. InContact CXOne is very solid as a cloud platform and has great ease of use. However, it has areas of improvements to make it better, especially the Engage side of the company should be taken out of the stone age. Look at Calabrio's reliance and support as a benchmark for recordings.
Anonymous | TrustRadius Reviewer

Scalability

NetFortris (formerly Fonality)

NetFortris (formerly Fonality) 8.1
Based on 2 answers
It is easy to scale this system, as long as you have the proper technical staff available to support it. Adding users and phones is straightforward. The main work involves having the physical network in place and configuring the networking equipment.Overall, it is not that difficult as long as all of this is in place.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 6.7
Based on 4 answers
The scalability is awesome because of the multiple uses it is able at performing for users. A large organization with several user can use this product in the same fashion that a smaller organization could. I believe the larger organization would see more benefits because of the users ability between communication coworkers
Anonymous | TrustRadius Reviewer

Return on Investment

NetFortris (formerly Fonality)

  • 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.
Traci Ludke | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • It impacts our company daily as we utilize NICE CXone services every day, 24/7.
  • It is relatively easy to use and doesn't cause problem: The NOC shift doesn't get to have IT support. The fact that we don't hear any issue from them shows that NICE CXone is a stable platform that doesn't have much problem and easy to use.
  • The report impacted my work because I don't need to contact specific supervisors for staffs' attendance.
Gordon Ng | TrustRadius Reviewer

Screenshots

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.

NICE CXone (formerly NICE inContact)

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

NICE CXone (formerly NICE inContact) Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

NetFortris (formerly Fonality)
4.3
NICE CXone (formerly NICE inContact)
8.3

Likelihood to Renew

NetFortris (formerly Fonality)
8.8
NICE CXone (formerly NICE inContact)
8.6

Usability

NetFortris (formerly Fonality)
7.6
NICE CXone (formerly NICE inContact)
8.5

Reliability and Availability

NetFortris (formerly Fonality)
8.0
NICE CXone (formerly NICE inContact)
7.2

Performance

NetFortris (formerly Fonality)
8.0
NICE CXone (formerly NICE inContact)
8.0

Support Rating

NetFortris (formerly Fonality)
9.0
NICE CXone (formerly NICE inContact)
7.4

In-Person Training

NetFortris (formerly Fonality)
8.0
NICE CXone (formerly NICE inContact)
7.0

Online Training

NetFortris (formerly Fonality)
7.2
NICE CXone (formerly NICE inContact)
8.3

Implementation Rating

NetFortris (formerly Fonality)
9.6
NICE CXone (formerly NICE inContact)
8.2

Scalability

NetFortris (formerly Fonality)
8.1
NICE CXone (formerly NICE inContact)
6.7

Add comparison