NetFortris Formerly Fonality vs NICE CXone Formerly NICE inContact

• 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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• Made work from home easy - We just have to login and start calling - No landlines.
• Easy to extract daily, monthly reports from NICE [CXone] web app.
• Easy to monitor agents online - who is logged in and who is not.
• Fast and reliable - Just need internet.

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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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• Occasionally the server will disconnect and we lose phone functionality.
• Calls get "stuck" in the queue when they don't exist.
• Can't remove commitments very easily when they are made.
• Kicks you out after 2 hours. Making it annoying how you have to log back in.

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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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• 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.

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