Phone Skills

Pros

I think that the call parking feature is super easy to use with the click and drag feature. I also think the interoffice communication abilities (chat, intercom, calling, etc.) makes my job much easier. I work for a very fast paced ophthalmology practice with a very high volume of phone calls, but managing these call are way easy thanks to Fonality.

Fonality Review

We use Fonality for our phone systems for a 20+ person office. The phone service is great and customer support can be helpful.

Pros

The availability of different options - technical support can be helpful.

Cons

Their website is terrible for changing your phone systems and there is no clear way you are supposed to do things. In addition, their vocabulary they use to describe things you can do is not something you understand unless you know.

Do not hire fonality

Pros

Fonality Review Up until recently the Becker Law firm (BLF) had been a loyal customer of Fonality – Netfortis. We were leasing our phones through Fonality, paying $22.00 a month per phone since 2016. Over the course of four years, we paid $5,280 for these phones. However, when something happened to the phone or the phone quality was reduced, it was BLF’s problem and Fonality would not pay to them fixed. This is one of the reasons we ultimately chose to cancel our service with this company. After cancelation of the service we are required to return the phones which was not unusual. During the four years that these phones were in use one of the phone’s was damaged, but it was still in working condition. Fonality/Netfortis wanted us to pay $375.00 for that phone. Not only was it four years old but, also that we had paid $1,056 for that phone over the course of its lifespan. After some research, the value of the telephone was less than $100.00. I called and spoke with a manager at Fonality/Netfortis. While she was pleasant to talk too it still took her days to try to get the matter resolved. When I told them that since I was going to have to buy the telephone, I wanted it returned they charged me to ship it back after I had to pay to ship the telephones to them. During one of my phone calls with Fonality/Netfortis they left me on hold for over an hour, which is unacceptable by any standard. After being left on hold for that amount of time they denied my request to h

Cons

They do not have prompt service They customer support service does not have any power to say anything, everything has to go through a supervisor which makes the process take longer

Convenience and keeping a big office connected!

Pros

I like being able to chat my coworkers with questions. It's easy to put calls on hold and transfer. We have a large office, so being able to communicate without walking to the other end of the building is extremely convenient.

Cons

I think adding emoji characters to the font text would be very helpful and entertaining while communicating with coworkers.

Fonality has amazing scheduled reporting

Pros

The reporting can be customized and scheduled and then easily integrated into our firm's software applications to easily rank and review our customer service agents habits to improve performance.

Cons

There is really no downside, if anything, it used to be customer service, but over the last 18 months we have seen a dramatic improvement in that area as well.