Terrible Service: Run Away While You Can
September 06, 2016

Terrible Service: Run Away While You Can

Athena Turner | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Fonality

We purchased Fonality to be used throughout our Organization. The intention was that it would helps us organize our sales department by allowing our agents to call from different numbers we have nationally, set up queues for calls and have some integration with our CRM, like click to dial. Some of the features worked periodically while others were more difficult to utilize than we were originally lead to believe.
  • Call queues: ring different departments in different ways, like round robin vs. all ring.
  • Multiple devices: phone, soft phone or cell phone
  • Ability to connect with a CRM: although this really only works with Salesforce, the concept is good.
  • Phones are poor quality: Our poor call quality was being blamed on the batch of phones we received. After waiting almost 4 weeks to receive new ones, the quality did not improve.
  • Set up: This was a disaster from the beginning. Our numbers did not port together and it took me many extra hours to sort out that Fonality made an error on the request which caused this. We were stuck using 2 phone systems at the same time. Our "live date" never happened and no one took responsibility for the grievous error.
  • Support: Numerous things went wrong, for example our queues stopped working and crashed resulting in us getting no phone calls. When we called the support line they would spend a long time confirming that yes, the problem we were reporting could be replicated by them, but they couldn't fix it and it would be passed on to be dealt with. Anytime we would follow up on the ticket it seemed that no one knew what was happening on our account- there was no communication between their departments at all.
  • Dropped Calls: This was never resolved. All of a sudden one of our phones could not receive phone calls, but could dial out. This caused major disruptions in our business, which in turn costs us money.
  • We are still trying to get figures on how much this has cost us in lost business, and additional time from all our employees in trying to troubleshoot this system. It has cost us a few thousand at least.
  • Telrad and UrbanFibre
We have chosen to switch our services to Telrad, as the offered the features we needed, and more directly looked at what works best for us. They have set up direct dial numbers to show as a caller ID, as well as a caller ID name, that never worked with Fonality. They have also been on site to help us with the transition and contact us daily during our "teething period" to make sure everything is working.
If you are a mid-sized company who utilizes Salesforce, and are in the US near their offices then this company might be for you.
If you are not the company described above this company is not going to work for you as they are unable to troubleshoot and fix problems that occur. The call quality with the phones is poor, which ultimately seems to be linked to their server.

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