NetFortris (discontinued) vs. Talkdesk

Following up with leads and prospects with its Click to Dial feature makes Fonality an effective tool to a sales organization. Misdials and wrong numbers are virtually eradicated by this feature. In addition to saving a few seconds for every call, you add time to your day and are able to conduct more business throughout the year. The Polycom phones are a little basic and finding missed calls is a little difficult. Also, the HUD is a little confusing. Depending on how you dial or how the call comes into the office, the call log may only show your extension instead of the external number being contacted.

Incentivized

Talkdesk does an excellent job with productivity reports. I can monitor my agent's lives during calls and their current status, allowing me to affect them productively at that moment. I can also download a productivity report on Talkdesk to analyze historical data and see patterns and problems.

Incentivized

• Customer service is outstanding! They were quick to solve any issue we had.
• During set up the Fonality staff member did not close out our set up ticket until we were completely satisfied and ready to use the system on our own.
• We needed a cordless system to use in our small office and it works great!
• I love being able to keep the Fonality line at my desk and then pass it off to an attorney when my work day ends. It has just been a perfect set up.

Incentivized

• Receives calls immediately and connects well.
• Making outbound calls and having Talkdesk display the name associated with the number.
• Aux on break, lunch, or meeting, and it stays as it is and does not change status on its own.
• Being able to check on colleagues on whether they are available.
• Able to track your work for the day, the amount of calls you made and received.
• Being able to check your Daily and monthly score from QA.

Incentivized

• Bugginess - Some things just really need some tweaking. I had to get very creative with my call routing and hold music, because the in-queue announcements don't work right at all. For example, even set to 'play once' it would loop the 'you are the first caller' announcement over and over, and cause call drops. Or my caller-name ID, which shows the registered user's name on each line on outgoing calls, even though it's not set to such anywhere in the CP settings.
• Support - I'll give them 50/50 on this. My experience with Verizon VCE was everyone playing hot potato with issues and saying it was the responsibility of another department, meaning several phone calls and lots of hold time. Fonality doesn't have that issue, I've never really been passed around or blown off. However, some of the 'offshore' CS reps are... wow. I spent about half a dozen emails back and forth with two of them, trying to figure out why queues I deleted from the CP randomly and consistently reappeared in the HUD. Most of those emails were spent trying to explain that no, my issue was NOT that I wanted to create those queues again in the CP.

Incentivized

• The core maintenance, migration and deployment of Voice prompts, functions alongwith flow changes is crucial and is a key missing feature. Development in Production was a shocker and led to lot of confusion and limitation during the implementation and testing.
• The AI feature is not as supported and reliable in Non English language
• The Support team seems very lean to handle heavy loads of issue thereby delaying the resolution of the issue. One of our critical issue took almost 2 months to resolve which could have been handled better by proactively driving the issue from talkdesk end.
• The support ticket does not have any escalation process. It needs to add the severity/ impact to number of agents and have people to support escalation especially involving Call Quality/network/Reporting/storage

We've already made a deep investment in the system hardware. We wouldn't be interested in another system at this point! And by the look of my colleagues faces when they see the HUD, I don't think we'd want to switch to a system that would limit us or take away any of these features! We may look at putting the server in the cloud, should internet outages prove to be such a common issue that it is preventing our other locations from functioning smoothly

Incentivized

Talkdesk is an enterprise grade solution for telephony service. Zendesk eould be the only other option in terms of solutions I have implemented and seen in practice. It is easy for business users to learn how to use talkdesk and develop call routing paths dependong on the nature of the customer's request

Incentivized

When the system works it is wonderful. But I feel the sluggish UI and web interface really kill most of what is good about this product. Other than that the system works like a charm and is very easy to learn the administrative portion of the platform.

Incentivized

It's good for monitoring and quality checking. Overall, I'm happy with Talk Desk. Call quality is great, recordings are high quality, and playback has no issues. Administrator features are well-designed. Talkdesk is a great platform for our Customer support. It has many features and is an omnichannel platform. I like the IVR design the most; it has a lot of functionality to customise interactions between agents and customers.

Incentivized

Fonality has been available to us 99% of the time. There have rarely been any lengthy outages. If any issues do occur, their support staff is available around the clock to help. This is important, since communication is a big part in our company and availability of the phone system is important in maintaining this reliability

Incentivized

Talkdesk is very handy but, sometimes we do face issues were the system can just kick you out and not be able to do calls or receive calls but, what I like about the system once you start refreshing or troubleshooting, everything becomes normal it is a unique system and very modern we don't usually have system issues with Talkdesk.

Fonality's performance is excellent. The phones work flawlessly and the calls are clear. It is a well put-together system that does not need daily support. It is not complex from a user standpoint, as most of our staff are quick to learn how to use the phones. More systems should strive to work as well as Fonality's

Incentivized

I give this system a full 10/10 once you refresh or troubleshoot you do not wait for too long to use it . It easy like ABC . I honestly recommend this system, even when you check the QA score card, you do not have to wait that long; you just click on the notification bell and view your score card.

Because of their customer support and their attention for details in our problems that we face during our initial stage. We simply love fonality just for the way we are treated when we reach them with our fonality issues - they take it seriously and resolve it as early as possible and the most important part is we dont need to keep on insisting them to do so.

Incentivized

If Talkdesk had a dedicated phone support line I would have given this rating an overall 10. Their knowledge base is absolutely HUGE and at times very helpful. It's easy to search through and their customer support chat system works perfectly fine, but there are just some times that you need to speak to a human on the phone to ensure you are always on the same page.

Training was provided by the in-house IT administrator. Fonality was able to provide support to the admin, who then assisted the users. It went smoothly and all the details and functions of the system were made available to the office staff. Any questions were answered promptly and if any issues did arise, Fonality was available to answer them

Incentivized

The training that was given to us was very smooth and professional. I give my trainer 10/ 10 rate the training was so smooth and very helpful she would make sure we also watch videos of how to use the system which made it very easier for us and what was interesting it is because, the system is also easy.

Training was excellent, but most of what they had was webinars and not real world situation for our company's need. It would be better to have them remote in my local computer and test my system using inbound / outbound calls. This would have made it easier to learn and more relevant

Incentivized

Nothing is perfect!! Needing the ability to repeat the training so everyone was on board was important. Not real sure how many people had to repeat the training as they trained on their own and given 30 minutes at a time.

Incentivized

Everything from the installation to the implementation has been great with Fonality, there is a lot of freedom to how the system will operate but the freedom comes at a cost of more technical experience to make sure it is configured correctly. The staff is very helpful can will make sure that the system is setup correctly and work perfectly.

Incentivized

Really easy to get set up out of the box. Anything I needed to understand further, I was able to just hop into the Academy and self-teach. I could then bring my team-members to those same sections so they could learn as well without me having to put together complicated SOP's / etc

Incentivized

I'm a hardware guy, always had panasonic and siemens PBXs. You can't compare them to Fonality. It is so complex to program them and with less functionalities, it is a waste of money and time in my humble opinion. I've also installed my own Asterix servers and used to admin Avaya Enterprise level PBXs and I have a special part in my heart for them but when we started to search for a solution for our new building, Fonality rose among the other services like Vonage. Fonality is the perfect solution for any business that uses Telefone as a marketing and sales platform.

Incentivized

Call recordings, quality assessments, feedback, coaching, and monitoring, the call flow is effortless and painless, changing statuses from after-call work is updated to be qued so you cannot change after aftercall work is finished, shows you the company metrics, SLA, abandonment, number of calls taken and record occupancy for you and the team. Many more features make Talkdesk an innovative software compared to its competitors.

Incentivized

It is easy to scale this system, as long as you have the proper technical staff available to support it. Adding users and phones is straightforward. The main work involves having the physical network in place and configuring the networking equipment. Overall, it is not that difficult as long as all of this is in place.

Incentivized

We have over 200 employees in 11 states across the United States. Everyone uses Talkdesk. I believe that says a lot about the product and its flexibility. We need to be able to rely on system in order to assist our customers. Reliability and sustainability is important to our success

Incentivized

• Fonality - VOIP features have allowed our staff to be more effective in communicating with their constituents both within and outside the organization
• Fonality resolved a bunch of call restriction issues with student calling capabilities we were having with our previous phone service
• Fonality has enabled us to use much cheaper carrier services.

Incentivized

• Better reporting than we had with the previous system. Better metrics = better analytics.
• WFM and QA being modules within the tool have improved how we manage agent performance, which has let to improvements in overall quality.
• Has been a key component as we continue to mature the service desk organization.

Incentivized