Reservation of Skydiving using Fonality systems.
December 16, 2016
Reservation of Skydiving using Fonality systems.
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Fonality
Fonality is used by Aivcon's Call Center Staff 7 days a week, 362 days per year. We use the system on an incoming reservation basis for multiple locations across the USA. The Fonality system is also utilized by management and owners on a travel bases across the USA. Fonality allows for flexible usage and availability to create an office setting wherever internet services are provided.
- Fonality allows for the creation of queues and call menus allowing a big company feel and professionalism on an easy to manage scale.
- The Polycom phones, provided by Fonality, are easy to use and program.
- Fonality HUD view is easy to see available users and the chat helps keep close contact amongst users.
- The call recording system makes it easy to review calls that have been had for training or quality purposes.
- A great area for improvement would be the speed of the administrative site. It is painfully slow when trying to complete call menu updates, or changes.
- More complete training of the technical staff that answers the phones. All of the Fonality technicians are very friendly, but the level of knowledge is hugely gapped. This makes for frustrating interactions.
- Better communication when the main servers are down. We have had times where the servers in California have gone completely down, or a major engineering issue occurred. Even a simple email stating "we are experiencing outages and diligently working to repair these problems. No ETA of repairs has been set yet, etc." would be great.
- When Manuel IP Addresses (static) are input into the Polcom system in order to work with our internet systems, the phones should not drop those manual settings when power outages occur. The manual inputting of the settings is time consuming and requires constant calls into Fonality Technicians in order to fix.
Used many similar products prior to my joining of the team. Unable to name them.