- The new handsets we purchased do provide a helpful log of calls -- outgoing, incoming, missed, etc. -- however, I imagine that any VoIP provider can also provide this service.
- We now use headsets that allow us to move about the office freely while on calls, which we could not do with our old phone system. Again, this probably has more to do with VoIP and the newer handsets than anything provided to us by Fonality/NetFortris.
- Fonality/NetFortris, for some reason, limits the functionality of the handsets that are compatible with it and which we purchased to compliment it. We are forced to use the HUDweb interface or the HUD desktop app to do simple things like placing calls on hold, transferring calls, and initiating conference calls. In my office, most employees have several windows open at once -- as I'm sure is common in most offices -- and it can be distracting and clumsy to have to minimize windows in order to pull up the HUD to put a call on hold.
- In addition, the lighted buttons on the handset can be used to indicate when another user is currently on the line, or if they are unavailable (I know this because I have been speaking with another VoIP provider who offers this feature); however, Fonality/NetFortris does not allow us to use this feature. Again, we are funneled into using the HUD desktop app, which does provide the information that we want to have handy, but not where we want it (on the handsets).
- Customer service has been less that helpful when we call to address our concerns. Ironically, the call quality with customer service is often very poor, and on more than one occasion, I was greeted with someone who did not know how to help me and didn't make any effort to do so.
- Pulling calls is simple and quick. A click and drag of the mouse and it's done. Very useful in high-stress calls that need a takeover.
- Monitoring calls is easy and can be done with whispers to the agent on our end, which is extremely useful.
- It's great for being able to have a pulse on what everyone n the company is doing at any one time.
- I would like a smaller view, so I don't need the whole screen to see everyone, but that's not needed by everyone.
- The interface is easy to use and it is very simple to program trees.
- Cost benefit ratio is simply amazing! So powerful and you don't need to have your own pbx locally. For a mid-sized business like ours it is wonderful. We have the power of a full VoIP solution without the need of a technician or hardware more than the basic you already have to be connected to internet!
- The possibility to record sensitive calls and save them. That provides our customers with an extra layer of security.
- Sometimes I notice a few problems using Chrome but probably that is something that is caused by the constant changes on browsers.
- I think that a cool feature could be to create menus and trees graphically like a flowchart. But that's only my crazy idea.
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.
- Call clarity and service reliability seem to be strong points for Fonality.
- Affordability is reasonable with Fonality.
- Fonality's integration with Allstate's eAgent system appears to be a strong point.
- Fonality's call routing system is too complicated. I have spent hours on the phone with tech service providers trying to get calls forwarded for one hour.
- I've had multiple instances of calls being forwarded by the tech support team at Fonality that were sent to the wrong phones.
- I am constantly frustrated by the fact that Fonality has no local tech support representatives available to come to my office to troubleshoot problems.
- 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.
- I would like to see a better designed HUD program, the PC and Mac based telephone interface to the Fonality PBX.
- Fonality is well suited for companies who require strict controls on certain phone calling features.
- Fonality works well in cases where staff are located in multiple locations and still want to appear as a single entity with their telecommunications.
- Reliability of the system
- The customization of the inbound call experience
- Ability to transfer calls to a softphone, hardphone and cell phone
- Great customer service
- More clear on the subscription features and costs at time of quotes
- Remove unusable features from the softphone if subscription does not cover
- Customer service is outstanding! They were quick to solve any issue we had.
- During set up the Fonality staff member did not close out our set up ticket until we were completely satisfied and ready to use the system on our own.
- We needed a cordless system to use in our small office and it works great!
- I love being able to keep the Fonality line at my desk and then pass it off to an attorney when my work day ends. It has just been a perfect set up.
- It would be nice if the landline would also ring when you are using the computer hub and a headset.
- A hold button on the cordless device would be wonderful as well.
- Maybe provide a second charging station.
- Great Customer Service
- Good Onboarding process
- Comprehensive Training for users and setup
- Hardware may need to be upgraded to facilitate better call quality.
- Call quality via cell phone app has been spotty on WiFi, requires the use of a carrier network.
- The HUD application provides a great dashboard for seeing who is on the phone, who they are talking to as well as who is logged into the support queue.
- The cloud deployment has proven to be pretty reliable and trouble free for remote employees using a traditional handset.
- The administration console is pretty user friendly for managing the system.
- 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.
- Transfer call
- Group meeting
- Customer service
- Availability of IT people - seems I was always getting pushed back
- Connectivity - got very complicated and we lost two full days of work
- User friendliness of server
NetFortris (formerly Fonality) Review: "Fonality - Great IP phone company with some room for improvement"
- For the most part, the sound quality is great. Some hiccups here and there but good overall.
- I really do like their HUD and it's better that most out there.
- If our internet goes down it does not mean you lose everything as you can switch it to another device.
- They need to provide their sales and install departments with more knowledge of their own system.
- Give the new user better startup (setup) tools to help implement things in a better format.
- The ability to switch on the fly your status when on the mobile app.
- Flexibility in sales in order to help the user if a promo changes within the first year.
- Can't mass upload your phone book.
- Impressed with the quality of the equipment provided (Polycom VVX 4 Series handset). Great speakerphone compared to the phone that was provided by the previous provider with a lower overall cost.
- Like the dashboard and softphone capabilities.
- Customer service and setup was excellent. Available and willing to take necessary time during the setup phase.
- The initial setup is a seemed a little challenging (however, the customer service was very patient in stepping through the process).
- Setting up the remote phone location was a little challenging compared to other lines.
- Would be nice if the record all function was available at a lower cost.
- All my stores are just an extension away.
- Very easy to forward calls to a cell phone, and get transcripts of voicemail in my email.
- Calls are very clear and without lag.
- Initial set up was painful. Many kinks to work out.
- Tech support is below average. It seems as if our own IT department is more knowledgeable about the system than their employees.
- Do not like the fact that if you place a call on hold you can't pick it up without it being transferred.
- Fonality is simple to use, so it's simple to teach as well.
- The HUB is easy to read and modify as needed. This is helpful when training representatives on answering phone calls.
- Quick and simple to record phone calls for training purposes.
- Easy to access recorded calls and call history.
- The UI seems a little dated.
- The website is very dated. It reminds me of when Windows first came out.
- The Cloud PBX functionality makes updating the ACD remotely a breeze
- The ability to view queues from anywhere on the globe is wonderful
- Offering a softphone solution for offsite work, or a phoneless desk, is a great solution to a common problem: space and price
- The Cloud PBX frequently shows configuration errors and needs a decent length of time to propagate otherwise simple changes
- There's no solid desktop replacement to the previous Java-based HUD software, only the new HUDWeb which, while nice, doesn't offer many features that the software-based solution did such as an Always On Top mode
- I'm completely unable to update the CNAM through the Cloud PBX, and the customer service representatives that I've spoken with have been of unfortunately little help
- If you use a hardware firewall, you may need to all of the VoIP configuration manually without guided steps, as Fonality does not offer guides for many hardware firewall solutions
- Businesses that lack the space on desks for phones and would rather use a software solution
- Businesses with limited wall jacks that need phones with Ethernet passthrough
- Businesses where moving extensions may be harder than moving the physical phone
- Deployment for employees outside the office. They will ship the phone directly to our remote employee and I can configure the phone from the web panel.
- Their response time to outages is unacceptable. I don't think they realize that our phones are our bloodline for business, their tech support is lackadaisical about when our phones will come back up etc. We probably have an outage 4-6 times a yr. You can't talk to their technical team directly, you have to talk to "Tech support" who talk to the technical team which is just frustrating and takes longer to resolve issues.
- The phone call clarity is just average, we hear other calls in the background (not very loud but still noticeable).
- The user interface is done in an intuitive way where it's easy to set nup and understand. There are many things you can do for call routing and other phone tree setup.
- We went from a standard BCM phone system to VOIP system. So having everything done over IP and UI is a lot easier for users to manage.
- All the different functionality is important too. We can have people working from anywhere and still be connected to the business. You can forward on phone calls to your cell phones. The HUD is a neat feature that [lets] customer service users use a computer app instead of the phone handset.
- The customer service is almost non-existent. It's really hard to get good service with tough questions. With minor things it's fine, but with more advanced things it wasn't very good.
- The HUDWeb, the online versions of the phone software, was really bad at connecting for users that worked from home. But to be fair it could have been their internet connection.
- Call quality has been an issue....if not properly set up. The phone system needs high internet speeds which is something Northfield doesn't have. We've seen diminished call quality when bandwidth is getting sucked up.
- Eliminates the need for separate phone lines, SIP trunks, and PBX
- Their HUD display on the PC is invaluable for seeing what calls come in for everyone and for doing transfers
- Excellent customer service
- Initial implementation can be slightly rocky
- Technical support is very knowledgeable.
- The web portal is very easy to navigate and make changes on the spot.
- HUD integration is a very important feature to Fonality. I did not have that when I first purchased the system.
- I run a Insurance sales office and would like to be able to log onto the Fonality site and track how many phone call are going out from my sales team and how many incoming calls are picked up by my support staff.
- I have not been able to figure out how to use mobile HUD yet.
- I would like to be able to log into the Fonality site using an app on my phone, preferably using Touch ID.
- Call quality is strong with sufficient bandwidth.
- Customer service is very, very helpful and very charitable in assistance.
- The ability to schedule call forwarding or other answer trees based on date and time of day helps us efficiently direct people to our after-hours dispatcher.
- Phone servers have been down more often than we encountered with analog, but returns quickly enough to not be an impediment.
- Sometimes the software HUD requires a reset.
- User friendliness of the system not only as an admin but for users as well
- A lot of features and functionality
- Quick response time for tech support
- Provide a checklist of systems that could be affected by VOIP. We ran into issues with our very expensive all in one machine (printer, fax, copy), CC terminal, and polycom conference phone not being compatible with VOIP so we had the additional cost of upgrading or buying additional equipment to make them compatible.
- I think the onboarding process could be a little stronger especially when migrating an entire organization. I had to piece together the information and training for the end users. Although they do provide a wealth of information it's not well organized.
- They provide a lot of tools (apps for mobile users, Heads Up Display, and call center solutions)
- Even their basic handsets are feature rich.
- We have not experienced any issues with phone quality or down time.
- Love that we are able to quickly customize our on hold messages, routing calls, etc.
- The live call monitoring helps with training. We are able to listen to a call live; we can just listen, we can whisper to our employee and the customer can't hear us, or we can barge in and take over the call as needed.
- We have 7 offices across Central Texas and the IM features are great! It allows us to feel as if we are in the same place without being in the same place.
- I, personally, use the Mobile HUD when I'm not in the office. This is great because it makes me mobile and accessible anywhere and I don't have to be sitting in front of the desk all day.
- On the Mobile HUD I'd recommend allowing users to listen to calls as if they were on the desktop version. It doesn't appear to be an option.
NetFortris (formerly Fonality) Scorecard Summary
Feature Scorecard Summary
About NetFortris (formerly Fonality)
Rated PCMag's Editors' Choice for Business VoIP 2016, NetFortris (formerly Fonality) is a leading business phone system provider that bundles its unified communications software for a complete business communications solution. NetFortris says it is known for:
- Innovating with Heads Up Display (HUD) so users can see who's available, chat, audio and video conference, record calls on the fly, and more
- Building in fundamental call center features like simple queues
- Offering advanced features that make enterprise-level call center available at the fraction of the price
- Including a web phone and mobile app at no additional cost
- Lowering costs with unlimited calling plans between the U.S. and more than a half dozen other countries and territories
- Providing 24/7 support - even on holidays
- Transparency: if there is an issue, they'll tell users
NetFortris (formerly Fonality) Screenshots
NetFortris (formerly Fonality) Integrations
NetFortris (formerly Fonality) Competitors
|On-premise Edition||Pricing Details||Terms|
|Hybrid Premise Subscription (Appliance and Phone for Each User)||200.00||per location, per month|
|Hybrid Software Subscription (Required with Hybrid Premise)||14.99||per user, per month|
|Hybrid Premise Purchase||Varies||Varies|
|SaaS Edition||Pricing Details||Terms|
|Essentials Edition||19.99||per user, per month|
|Professional Edition||24.99||per user, per month|
|Ultimate Edition||34.99||per user, per month|
For the latest special offers, visit www.fonality.com/offers.
NetFortris (formerly Fonality) Customer Size Distribution
|Small Businesses (1-50 employees)||40%|
|Mid-Size Companies (51-500 employees)||50%|
|Enterprises (> 500 employees)||Enterprises (> 500 employees)||10%|
NetFortris (formerly Fonality) Support Options
|Video Tutorials / Webinar|
NetFortris (formerly Fonality) Technical Details
|Deployment Types:||On-premise, SaaS|
|Operating Systems:||Windows, Mac|
|Mobile Application:||Apple iOS, Android|
|Supported Countries:||Global (99 countries and territories)|