What users are saying about
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Top Rated
469 Ratings
160 Ratings
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Score 6 out of 100

Talkdesk

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Top Rated
469 Ratings
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Score 8.7 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

TalkDesk is perfect for everyday use, it is a huge plus especially when you are making several calls a day, and are wanting a simple, app to use in a fast-paced setting. The only thing that I would change would be adding a feature to where you can put yourself on break while you're on a call so that you don't have to deny calls when you're off a call and can not take any more calls.
Mariana Lopez | 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)
5.0
Talkdesk
User templates
NetFortris (formerly Fonality)
6.8
Talkdesk
Call reports
NetFortris (formerly Fonality)
6.0
Talkdesk
Directory of employee names
NetFortris (formerly Fonality)
8.0
Talkdesk

Call Management

NetFortris (formerly Fonality)
7.0
Talkdesk
Answering rules
NetFortris (formerly Fonality)
7.8
Talkdesk
Call recording
NetFortris (formerly Fonality)
2.9
Talkdesk
Call park
NetFortris (formerly Fonality)
8.7
Talkdesk
Call screening
NetFortris (formerly Fonality)
7.9
Talkdesk
Message alerts
NetFortris (formerly Fonality)
7.9
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)
6.9
Talkdesk
Mobile app for iOS
NetFortris (formerly Fonality)
7.0
Talkdesk
Mobile app for Android
NetFortris (formerly Fonality)
6.8
Talkdesk

Contact Center Software

NetFortris (formerly Fonality)
Talkdesk
8.6
Agent dashboard
NetFortris (formerly Fonality)
Talkdesk
8.6
Validate callers
NetFortris (formerly Fonality)
Talkdesk
8.5
Outbound response
NetFortris (formerly Fonality)
Talkdesk
8.6
Call forwarding
NetFortris (formerly Fonality)
Talkdesk
8.7
Click-to-call (CTC)
NetFortris (formerly Fonality)
Talkdesk
8.7
Warm transfer
NetFortris (formerly Fonality)
Talkdesk
9.1
Predictive dialing
NetFortris (formerly Fonality)
Talkdesk
8.2
Interactive voice response
NetFortris (formerly Fonality)
Talkdesk
9.0
REST APIs
NetFortris (formerly Fonality)
Talkdesk
8.0
Call scripts
NetFortris (formerly Fonality)
Talkdesk
8.5
Call tracking
NetFortris (formerly Fonality)
Talkdesk
8.7
Multichannel integration
NetFortris (formerly Fonality)
Talkdesk
8.5
CRM software integration
NetFortris (formerly Fonality)
Talkdesk
8.5

Workforce Optimization (WFO)

NetFortris (formerly Fonality)
Talkdesk
8.9
Inbound call routing
NetFortris (formerly Fonality)
Talkdesk
8.9
Omnichannel inbound routing
NetFortris (formerly Fonality)
Talkdesk
8.5
Recording
NetFortris (formerly Fonality)
Talkdesk
9.4
Quality management
NetFortris (formerly Fonality)
Talkdesk
9.0
Call analytics
NetFortris (formerly Fonality)
Talkdesk
8.8
Historical reporting
NetFortris (formerly Fonality)
Talkdesk
8.9
Live reporting
NetFortris (formerly Fonality)
Talkdesk
9.1
Customer surveys
NetFortris (formerly Fonality)
Talkdesk
8.6
Customer interaction analytics
NetFortris (formerly Fonality)
Talkdesk
8.8

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

  • Extremely easy to use interface, no reps at all had difficulty with it. Which is rare
  • Integrates with Salesforce processes with clicks, no code needed. Integration is fairly robust, we've had a couple of minor issues but they got fixed quickly
  • Talkdesk needs a good internet connection, when reps have a good network connection it has been super reliable
Anonymous | 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

Talkdesk

  • Support of issues - resolution is often measured in days\weeks
  • Omnichannel experience for agents is flawed and configuration options are limited
  • Typical tools (such as transfer) does not have customization or ability to work with a business
  • Unable to assign calls from the dashboard
  • [In my experience, ] reporting is unreliable through the dashboard and hard to leverage useful information
  • Omnichannel reporting is terrible
Jason Warren | 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 8.0
Based on 13 answers
It's not a 10 because we're always open to some technological, fiscal improvement that may come along. I've opted for an 8 because the product is reliable and easy to use. It fits our current needs for the most part. However, we would like to see some improvement in the reporting and easy call tracking/identification if/when questions come up regarding a particular call.
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

Talkdesk

Talkdesk 9.0
Based on 188 answers
As I mentioned previously, the desktop app is great! And actually, it's the main way that I use it. Through my desktop. But if I want to use it through my phone, it is very frustrating. I cannot even answer calls, so basically, I cannot use it, but, since my main use is on the desktop, I have almost no complaints about it. It is incredibly easy to use and get used to.
Anonymous | TrustRadius Reviewer

Reliability and Availability

NetFortris (formerly Fonality)

NetFortris (formerly Fonality) 8.0
Based on 8 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

Talkdesk

No score
No answers yet
No answers on this topic

Performance

NetFortris (formerly Fonality)

NetFortris (formerly Fonality) 8.0
Based on 4 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

Talkdesk

No score
No answers yet
No answers on this topic

Support Rating

NetFortris (formerly Fonality)

NetFortris (formerly Fonality) 9.1
Based on 14 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

Talkdesk

Talkdesk 8.0
Based on 187 answers
If Talkdesk had a dedicated phone support line I would have given this rating an overall 10. Their knowledge base is absolutely HUGE and at times very helpful. It's easy to search through and their customer support chat system works perfectly fine, but there are just some times that you need to speak to a human on the phone to ensure you are always on the same page.
Mark de Gruiter | 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

Talkdesk

No score
No answers yet
No answers on this topic

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 8 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 8.7
Based on 152 answers
Our company specifically had several issues with the implementation of Talkdesk. To be fair a lot of this probably had to do with our company and the internet/tech department here, however, we had a lot of issues with the logins and credentials working correctly. Overall after the implementation process was over and everyone was comfortable with the functionality of Talkdesk, we were much happier with Talkdesk than our previous software.
Shelby Allen | 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

Talkdesk

These programs were similar but different from Talkdesk. At first, I did not think I would like Talkdesk. Talkdesk took a while to get used to, however, once you get used to it, it can be very helpful. I originally thought I liked Google products more, however, Talkdesk is now our preferred system of choice.
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

Talkdesk

No score
No answers yet
No answers on this topic

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

Talkdesk

  • Decreased average response time on emails - due to proper forecasting by our team but of course by usage of data received from this tool.
  • Increase in quality audit scores through weekly reviews by this tool.
  • Employee morale and company survey as agents are not stressing with the easy use of this tool.
  • Reduced average handle time to ensure first response is addressed or first rings are addressed immediately.
Carlos A | 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

Starting Price

$30 per month

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

Starting Price

$0

Talkdesk Editions & Modules

Edition
Professional$651
Professional +Contact sales team
EnterpriseContact sales team
  1. per seat/per month
  2. none
Additional Pricing Details

Rating Summary

Likelihood to Recommend

NetFortris (formerly Fonality)
4.3
Talkdesk
8.8

Likelihood to Renew

NetFortris (formerly Fonality)
8.8
Talkdesk
8.0

Usability

NetFortris (formerly Fonality)
7.6
Talkdesk
9.0

Reliability and Availability

NetFortris (formerly Fonality)
8.0
Talkdesk

Performance

NetFortris (formerly Fonality)
8.0
Talkdesk

Support Rating

NetFortris (formerly Fonality)
9.1
Talkdesk
8.0

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
8.7

Scalability

NetFortris (formerly Fonality)
8.1
Talkdesk

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