A great (but not perfect) hosted VoIP option
March 17, 2017
A great (but not perfect) hosted VoIP option
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Fonality
We use Fonality as our division's main phone system. I had used Fonality in the past and was pleased with their service. But the technology and transparency it allows aligns well with our QC processes, which was the main factor in our decision to use Fonality.
- Ease of use. Fonality works as well (if not better than) our previous land-line based phone systems. The transition was incredibly easy thanks to its ease of use - and Fonality's onboarding team was extremely responsive whenever we had a concern.
- Pricing. Fonality's pricing model is very intuitive and is easily budgetable.
- The mobile platform allows our on-call teams to give our customers the confidence that their calls will be answered, even if it is after hours, and no one is physically in the office.
- Id like to see recordings be integrated into Fonality's main CP. Today, these are separate, and make the QC process a bit more labor intensive than it should be. Additionally, the search features are a bit cumbersome.
- The overall control panel, while very effective, looks dated, an the overall UX is behind some of Fonality's other competitors (CoreDial for example).
- Proactive support would be nice - with our QOS as part of Fonality's system, it would be nice to receive automated notices whenever a potential issue arises, as opposed to being reactive to a service-impacting issue.
- Cost reduction versus our old system
- Additional down time compared to our old system (combination of ISP & service issues)
- More transparency into parts of our business processes / quality control
- Core Dial, Line 2 and XFINITY
For the services we required, Core Dial was the easy choice. They offered all of the solutions we required in a single place, at a very cost-effective price. Overall, we are satisfied with our choice.