Fonality Review
Fonality was founded in 2004 and is based in Culver City, CA. Fonality specializes in cloud-based phone systems for small to medium businesses. In addition to VoIP communications, Fonality also provides configuration backups, system monitoring, multi-location networking and secure data privacy over the cloud.
Standard Features
Fonality offers unlimited outbound calls to any phone number in the US, Canada, Guam, Puerto Rico and the US Virgin islands. For International calls, unlimited outbound calling is provided to landlines in the UK, Spain, Italy, Ireland and France. Their international rates will apply to other worldwide locations.
The Fonality Auto-Attendant/Receptionist feature will allow callers to have the options of: “Press 1 for Support” or “Press 2 for Sales”. You will also have the ability to manage call flow, forward calls off-site and build scheduled call responses.
Fonality customized voice prompts feature provides the ability to upload pre-recorded professional voice prompts.
Fonality’s Advanced Call Forwarding enables automatic call forwarding to an internal extension or external number based on any number of rules. Rules include “Busy”, “On no answer”, “Unconditional”, and “On Internet Outage”.
Fonality’s voicemail comes with over 600 hours of storage. One-touch dial-in from any phone and Voicemail to email via .wav files. Online access is available via the web control panel.
Fonality will also allow management and administration for the phone system from the Internet. This allows moves, additions, or changes with the web interface. Users can view call logs, voicemails, and manage personal configurations. Employee status can be observed when using Fonality’s desktop presence management application. This provides the ability to see who is on a call, the type of call, and the caller information.
Call Center Capabilities
Fonality allows for full call center support. Costs start at $2,999 and feature:
• Unlimited call queues that can distribute calls evenly to a group of employees or team of agents. Call limits and hold messages can also be configured.
• Full Featured A.C.D. that will allow customized call queue distribution through pre-configured ring rules.
• Skills-based Routing which assigns a priority to each agent based on their ability to close sales, etc.
• Graphical Queue Reports of all call details.
• Agent Call recording for quality assurance purposes.
• Real time Queue Statistics
• Monitor Barge and Whisper designed for agent training.
• Ringing and abandoned call alerts.
• Agent Broadcast Alerts.
Fonality Service Plans
Fonality service plans are customized for each business solution. Therefore, it is necessary to contact a Fonality representative in order to get exact pricing for your particular system based on size and desired options. Fonality’s two PBX options include:
Fully Hosted Business Service with no server required. Unlimited domestic calls are included. ‘Always on’ Internet required and designed for less than 20 employees. Cost for the basic service starts at $30. Features: flexible deployment architecture, add-on conference room capability, virtual extensions and mailboxes, mobile integration and onsite redundancy.
The Fonality On-Premise Phone System provides advanced communication services to all or selected employees. This service features; a call center system, choice of own service provider, enterprise chat with Google integration, SMs messaging and visual voicemail, mobile integration, Web integration, CRM system, automated alerts, synchronized records, unified CRM and phone metrics, remote call management and remote agent login.
Fonality is currently offering a free 30 day trial on many of their features and capabilities with nothing to install. Those who are interested need to contact the Fonality office or website.