Always watching!
December 14, 2016
Always watching!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Fonality
We use Fonality to monitor all of our calls, measure how well some of our marketing is doing based on the phone numbers used, to IM each other in 7 separate offices, and transfer phone calls. Fonality allows us to be together when we are so separated across Central Texas. The IMs really help out our financial service representatives to get the information they need without interrupting their conversations with the customer in front of them. The live call monitoring is a great tool as well, it helps with training a lot.
- 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.