Hello all, we are looking for a new hosted VOIP phone system provider.
We’re currently using Fonality (www.fonality.com) and have had a myriad of issues and disappointments over the years.
With their system, we have a bunch of VOIP handsets from Polycom that sit behind our QoS-enabled router. There is no other equipment on site. Everything is managed via their web portal.
We are specifically looking for a VOIP system/service with the following:
1. Submenus/call routing. Callers need to be able to press buttons to route to different departments.
2. Call queueing. We need hold queues to stack callers until reps are available.
3. Cal recording. We need calls to be automatically recorded.
4. Mobile phone integration. We need the option to forward calls to mobile phones, usually automatically in conjunction with desk phones
5. Desktop application component. Fonality has HUD, a useful desktop application that allows easy interaction with calls (transferring, placing on hold, parking) via drag and drop.
6. Time-based events. We need the system to automatically switch to “night mode” which routes callers through different submenus after hours.
Any recommendations or pointers are greatly appreciated. I’ve been skimming the web, and have only come up with a couple of possible alternatives.
Thanks!
