NetFortris (formerly Fonality) vs Talkdesk

• 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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• 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

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• 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.

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• 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.

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• 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.

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• 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.

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