Frustrated w/ Fonality
December 21, 2016

Frustrated w/ Fonality

sharon west | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Fonality

We were using Fonality in our entire company.
  • Routes calls to the correct user. Customers want to [talk to] specific sales people.
  • Was affordable.
  • Customer service. Waiting on the phone for 20-40 minutes is totally unacceptable, more unacceptable is the fact that customer service either chooses not to call back or can't, I'm not sure which. And why take a 'best call back number' if they can't or won't use it?
  • The website is not user friendly at all. It uses terminology that doesn't make sense to the average person using it. There are way to many steps to accomplish anything. Portions of the website we are told, "don't use." Then why are they there for us to see?
  • The email for customer service is beyond useless. You can ask for a call for 3 weeks and get no response, it's extremely repetitive and has no real usefulness at all.
  • No offense meant to any nationality but the person on the other end of the line should be able to understand what I am saying in plain English. I spent more time trying to explain the problem than actually getting it fixed.
  • Getting to level 2 service is near impossible. The level one people try to be helpful, but quite honestly, fail miserably. If you can't help, move the customer to someone that can. Or better yet, get rid of a level and train the lower level better.
  • Trying fonality was a total waste of time for my company.
I wouldn't recommend fonality to anyone. The [phone] service may actually be a good service, but quite honestly they need to back it with some customer service or it's useless, and it falls in the useless department.

NetFortris Feature Ratings

Hosted PBX
Multi-level Interactive Voice Response (IVR)
Call reports
Directory of employee names
Answering rules
Call recording
Call park
Call screening
Message alerts
Video conferencing
Not Rated
Audio conferencing
Not Rated
Mobile app for iOS
Not Rated
Mobile app for Android