Fonality for Small Customer Support Team.
August 02, 2016

Fonality for Small Customer Support Team.

Jenna Janes | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with Fonality

Fonality is being used for our customer support team of three people. Our main issues are that Fonality Customer Support takes doesn't seem to communicate with one another effectively or know enough about the software. We ran into a lot of issues at the beginning that people had a hard time helping us solve.

All in all it is not the most ideal software for what we are looking for - but may be good for others.
  • Clear and simple way to transfer calls.
  • Easy to view voicemail.
  • Allow a simpler interface for those who don't need to make conference calls.
  • Fonality would not load and would sometimes not work, so negative impact being that we could not communicate with our customers.
  • It is hard to measure the ROI via customer service.
I chose fonality for the email transcript features, which other companies simply don't have.
Fonality is suited for larger business that want to make conference calls. Not ideal for a customer support team, as we have experienced first hand.

NetFortris Feature Ratings

Call reports
10
Directory of employee names
10
Answering rules
Not Rated
Call recording
10
Call park
Not Rated
Call screening
Not Rated
Message alerts
Not Rated
Video conferencing
Not Rated
Audio conferencing
Not Rated