What users are saying about
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Top Rated
250 Ratings
158 Ratings
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Score 4.3 out of 100

Talkdesk

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Top Rated
250 Ratings
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Score 8.1 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

Talkdesk

It seems to me that it is good for sales-driven companies. We use it in our customer service department which covers both sales and service and its perfect for this application. Our call volume is generally pretty low. I'm not sure how well it would work in higher volume environments. As a supervisor, I do appreciate the ability to monitor calls, and call transfers work quite well -- you have the option of doing a "warm" transfer, where you can talk to your team member while the caller is on hold, or a "hot" transfer, where you just connect the caller to your team member directly.
Bill Cummings | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

NetFortris (formerly Fonality)
5.5
Talkdesk
Hosted PBX
NetFortris (formerly Fonality)
1.4
Talkdesk
Multi-level Interactive Voice Response (IVR)
NetFortris (formerly Fonality)
5.2
Talkdesk
User templates
NetFortris (formerly Fonality)
6.8
Talkdesk
Call reports
NetFortris (formerly Fonality)
6.1
Talkdesk
Directory of employee names
NetFortris (formerly Fonality)
8.1
Talkdesk

Call Management

NetFortris (formerly Fonality)
6.7
Talkdesk
Answering rules
NetFortris (formerly Fonality)
7.3
Talkdesk
Call recording
NetFortris (formerly Fonality)
3.0
Talkdesk
Call park
NetFortris (formerly Fonality)
8.1
Talkdesk
Call screening
NetFortris (formerly Fonality)
7.6
Talkdesk
Message alerts
NetFortris (formerly Fonality)
7.6
Talkdesk

VoIP system collaboration

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

Mobile apps

NetFortris (formerly Fonality)
6.7
Talkdesk
Mobile app for iOS
NetFortris (formerly Fonality)
7.0
Talkdesk
Mobile app for Android
NetFortris (formerly Fonality)
6.3
Talkdesk

Contact Center Software

NetFortris (formerly Fonality)
Talkdesk
8.7
Agent dashboard
NetFortris (formerly Fonality)
Talkdesk
8.4
Validate callers
NetFortris (formerly Fonality)
Talkdesk
8.6
Outbound response
NetFortris (formerly Fonality)
Talkdesk
8.7
Call forwarding
NetFortris (formerly Fonality)
Talkdesk
8.9
Click-to-call (CTC)
NetFortris (formerly Fonality)
Talkdesk
8.9
Warm transfer
NetFortris (formerly Fonality)
Talkdesk
9.0
Predictive dialing
NetFortris (formerly Fonality)
Talkdesk
8.4
Interactive voice response
NetFortris (formerly Fonality)
Talkdesk
8.9
REST APIs
NetFortris (formerly Fonality)
Talkdesk
8.4
Call scripts
NetFortris (formerly Fonality)
Talkdesk
8.8
Call tracking
NetFortris (formerly Fonality)
Talkdesk
8.9
Multichannel integration
NetFortris (formerly Fonality)
Talkdesk
8.2
CRM software integration
NetFortris (formerly Fonality)
Talkdesk
8.5

Workforce Optimization (WFO)

NetFortris (formerly Fonality)
Talkdesk
8.6
Inbound call routing
NetFortris (formerly Fonality)
Talkdesk
8.8
Omnichannel inbound routing
NetFortris (formerly Fonality)
Talkdesk
8.6
Recording
NetFortris (formerly Fonality)
Talkdesk
9.3
Quality management
NetFortris (formerly Fonality)
Talkdesk
8.4
Call analytics
NetFortris (formerly Fonality)
Talkdesk
8.2
Historical reporting
NetFortris (formerly Fonality)
Talkdesk
8.5
Live reporting
NetFortris (formerly Fonality)
Talkdesk
8.3
Customer surveys
NetFortris (formerly Fonality)
Talkdesk
8.4
Customer interaction analytics
NetFortris (formerly Fonality)
Talkdesk
8.4

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

Talkdesk

  • The talk desk reporting page is easy to read and allows us to maintain our call queue seamlessly
  • Talk desk statuses help us stay organized and know what people are working on throughout the day
  • Transferring calls is made easy with the warm transfer option
Rachel Ancheta | TrustRadius Reviewer

Cons

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

Talkdesk

  • We have experienced call drops from time to time.
  • There are times when callers are unable to hear our support agents.
  • Call metric reports are not very customization with Talkdesk site. So you may need to pull call data into excel to create executive reports.
Greg Zalecki Jr. | 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

Talkdesk

Talkdesk 7.8
Based on 2 answers
We are invested! :)
Taylor Pineiro | 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

Talkdesk

Talkdesk 9.3
Based on 35 answers
That's the major argument for Talkdesk--it is in the true sense of the word easy to use and to set up, no doubt about that. I only need 10 minutes to train an agent to use Talkdesk in terms of how they answer a call, register a log, make a transfer, etc.
Vítor Hugo Pacheco | TrustRadius Reviewer

Support Rating

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

Talkdesk

Talkdesk 8.8
Based on 113 answers
I do not have much input on the support from their team. I have never had to reach out to Talkdesk for support as I have not experienced any major issues with their system. I do get email updates and tips about their system that is helpful. They have been supportive without me every really needing their support
Andrew Pindelski | 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

Talkdesk

No score
No answers yet
No answers on this topic

Implementation Rating

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

Talkdesk

Talkdesk 7.0
Based on 1 answer
It was a little confusing but it was worth it!
Taylor Pineiro | TrustRadius Reviewer

Alternatives Considered

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

Talkdesk

I like both Freshdesk and Close.io in addition to Talkdesk, but the main difference is Talkdesk is better for midsize-to-large enterprises. Close.io works well for 10 people, and Freshdesk can work well for just 1 or 2 support reps, but Talkdesk was the right software for a company of our size. Talkdesk is also a good solution for multi-department teams - ie, sales and support, rather than being JUST a support software or JUST a sales-team-geared software
Becky Jewell Laughton | TrustRadius Reviewer

Return on Investment

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

Talkdesk

  • So far, Talkdesk has been a great asset to our Customer Service Department. We have been in business for 10 years and this software has been great and multifunctional.
  • During outages with Talkdesk, it does impact our ability to reach out to our customers. Hoping for quicker resolutions when these situations happen.
  • Talkdesk is a wonderful tool during review time. Management is able to see each individual's stats and create a thorough report.
Sanaz Salmassi | 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.

Talkdesk

General

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

Talkdesk Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

NetFortris (formerly Fonality)
4.4
Talkdesk
8.5

Likelihood to Renew

NetFortris (formerly Fonality)
8.8
Talkdesk
7.8

Usability

NetFortris (formerly Fonality)
7.6
Talkdesk
9.3

Reliability and Availability

NetFortris (formerly Fonality)
8.0
Talkdesk

Performance

NetFortris (formerly Fonality)
8.0
Talkdesk

Support Rating

NetFortris (formerly Fonality)
9.1
Talkdesk
8.8

In-Person Training

NetFortris (formerly Fonality)
8.0
Talkdesk

Online Training

NetFortris (formerly Fonality)
7.2
Talkdesk

Implementation Rating

NetFortris (formerly Fonality)
9.8
Talkdesk
7.0

Scalability

NetFortris (formerly Fonality)
8.1
Talkdesk

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