We all love Fonality at the company
Updated December 23, 2015

We all love Fonality at the company

Raghuvir Lavari | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Software Version

FONAlity PBX with Salesforce CRM

Overall Satisfaction with Fonality

Fonality is used as our in-house PBX using PRI Line which reduced major communication issues. It was necessary for our firm to succeed when customer service calls are high. It was used by the whole company as major step forward to improve customer communication and provide instant follow-up, and maintain our high compliance program with the next technology for a new generation.
  • Instant call log when customer calls and keeps history of what the call was for. Real time Chat within High privacy of the firm for internal document.
  • Customer relationship on your finger tip with all information that you need.
  • Crystal clear sound way better than ordinary hosted PBX.
  • Everyone loves Fonality because of the great integration with Salesforce.
  • Mobile communication or App
  • CTI development
  • Find me feature
  • Productivity
  • Customer Service
  • Salesforce CRM Integration
  • Great for inhouse
  • Cloud
  • Fonality
At the time no other company had invented a CTI adapter for Salesforce.
It has CTI integration with Salesforce and our in-house PBX.

NetFortris Feature Ratings

Hosted PBX
10
Multi-level Interactive Voice Response (IVR)
10
User templates
9
Call reports
10
Directory of employee names
9
Answering rules
10
Call recording
9
Call park
10
Call screening
10
Message alerts
9
Video conferencing
9
Audio conferencing
10
Mobile app for iOS
9
Mobile app for Android
7

Using Fonality

50 - Compliance solution
1 - Linux and hardware software
  • Cloud salesforce
  • All call log tracebility
  • Leader in Crm innnovation
  • Support cti
  • Internal chat
  • Call trace
  • Customer service
  • Account management
  • Call tranfer
We have build this new platform and successfully implement with salesforce and improve productivityo

Evaluating Fonality and Competitors

No - No reasontomove out
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
  • Vendor Reputation
  • Existing Relationship with the Vendor
  • Positive Sales Experience with the Vendor
  • Analyst Reports
  • Third-party Reviews
All goods
Better server for better quality

Fonality Implementation

It's great team to working with for east cost time
  • Implemented in-house
Its easy I can setup in one day
No - Move from Broadview
Change management was a big part of the implementation and was well-handled - Quality improve by move inhouse PRI
  • Training
  • Software install to all user time
  • Linux support
  • PRI
  • Phone numbers porting from old provider

Fonality Training

  • Online training
  • In-person training
  • Self-taught
Great service but only west cost timetable
Yes due to my hardware software background

Configuring Fonality

Cti and salesforce
No - we have not done any customization to the interface - No need
Yes - we have added extensive custom code - Website

Fonality Support

It's ok except you need to work on east coast time if your employer pay overtime it's good if not then workout
ProsCons
Quick Resolution
Knowledgeable team
Kept well informed
Immediate help available
Support cares about my success
Poor followup
Problems left unsolved
Escalation required
Need to explain problems multiple times
Slow Initial Response
Yes - Need improve support and Licence
Yes - Product update

Fonality Reliability

Its real great
Solve when you open the ticket
It's one of great for Salesforce integration