Old timer review of Fonality (10 years in)
December 20, 2016

Old timer review of Fonality (10 years in)

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Fonality

Fonality is the backbone of our company, we operate a 200+ seat callcenter with Fonality and their HUD product at the center of it. We utilize their HUDWeb edition for remote workers as well.
  • Reliability.
  • Interface is extremely easy to program.
  • Queue system works very well and is intuitive enough for the department managers to be able to manage themselves.
  • Reports engine is clunky and we had to buy their external engine to have scheduled reports.
  • Record-all function is a large add on, but yet a very important piece for any call center.
  • The will not sign a BAA, which for a Healthcare firm like ourselves, means we have to maintain an on premise unit.
  • It has allowed us to see where we were staffed too heavily and had multiple users not taking phone calls.
  • It has allowed us to quickly migrate staff to areas in need of more resources quickly.
  • The on premise system's licensing has worked out well for our company and is the desired pricing scheme due to our health care related business.
The pricing for Fonality beats just about everyone in the market. While the product has become slightly stale recently (minus the new HUDweb), it is still a strong contender. If the reporting parts and recording pieces of the application were more robust by default, it would be a hands down winner.
Their new product is very well suited for a workforce that is not located all in one location. Traveling users will find the HUDWeb an invaluable tool. From a QA perspective the ability to barge calls is very helpful; but tools around QA'ing and recording calls being built in by default would be ideal.

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
Audio conferencing
Not Rated
Mobile app for iOS
Not Rated
Mobile app for Android
Not Rated