DTV's Fonality Review
January 27, 2017

DTV's Fonality Review

Joseph Lavin | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Fonality

We use Fonality across the entire business. It fills the need for our customer service department, our alternate office location, and people that work from home.
  • The user interface is done in an intuitive way where it's easy to set nup and understand. There are many things you can do for call routing and other phone tree setup.
  • We went from a standard BCM phone system to VOIP system. So having everything done over IP and UI is a lot easier for users to manage.
  • All the different functionality is important too. We can have people working from anywhere and still be connected to the business. You can forward on phone calls to your cell phones. The HUD is a neat feature that [lets] customer service users use a computer app instead of the phone handset.
  • The customer service is almost non-existent. It's really hard to get good service with tough questions. With minor things it's fine, but with more advanced things it wasn't very good.
  • The HUDWeb, the online versions of the phone software, was really bad at connecting for users that worked from home. But to be fair it could have been their internet connection.
  • Call quality has been an issue....if not properly set up. The phone system needs high internet speeds which is something Northfield doesn't have. We've seen diminished call quality when bandwidth is getting sucked up.
  • Neutral so far. We want to get a high level of calls answered. We're able to use Fonality's tools, but have yet to take full advantage.
  • None
Only used Fonality for VOIP.
[My rating is] between a 7 and 8. The software and UI is really cool. But they still need to work out the kinks with their customer service, HUDWeb, and call quality. Unfortunately, this is the only VOIP I've used, but I think overall they're right there.

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