Old timer review of Fonality (10 years in)
December 20, 2016
Old timer review of Fonality (10 years in)
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.
Pros
- 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.
Cons
- 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.
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