Eastern DataComm

ShoreTel VoIP Phone System

4 / 5 183 reviews

Who Uses This Software?

Our experienced staff helps schools, libraries, businesses and organizations choose cost-effective, customized, cutting edge data networking and VoIP business phone system solutions.


Average Ratings

183 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Demo
    Yes
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    In Person
  • Support
    Business Hours

Vendor Details

  • Eastern DataComm
  • EasternDatacomm.com
  • Founded 1988
  • United States

About ShoreTel VoIP Phone System

A Full Service Communications Firm With More Than 200 Years of Experience Our story begins in 1988 when we opened our doors for business in Hackensack, New Jersey. Our focus since then has been singular: to help you save money and improve productivity. Over the past 25 years, weve established ourselves as experts in the areas of data networking (LAN and WAN), VoIP business phone solutions, video conferencing, wireless networking, Wi-Fi solutions, networking security, and structured wiring.


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ShoreTel VoIP Phone System Features

  • Auto Dialer
  • Call Center Management
  • Call Monitoring
  • Contact Management
  • Inbound Reporting
  • IVR / Voice Recognition
  • Outbound Reporting
  • Predictive Dialer
  • Telemarketing Management
  • Voice & Data Integration
  • VoIP

ShoreTel VoIP Phone System Reviews Recently Reviewed!


From the perspective of a Call Center Quality Assurance Specialist.

Nov 14, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Comments: If you are a business who is not concerned about Quality Assurance for their call center, or if cost is an immediate issue, then this is a great, affordable option for you with some awesome features (silent monitor, silent coaching, call barging) that some other business VOIP systems don't allow/offer (note: costs may be an issue right away, but it can be more costly to have to switch your businesses entire VOIP system later). If you're concerned about the quality of your customer service or sales reps for your call center, or plan to grow big enough to have the need for a Quality Assurance department, it would be wise to look into other options that will streamline that department and work in tandem with your customer service/sales telephony system.

Pros: This product has a lot of great features that make it worthwhile to businesses: - the lowest price on the market (they guarantee the lowest price for their service) - option to "barge" calls (3-way the call without being transferred in) - option to silent monitor reps (monitor the reps with your phone on mute) - option to silent coach reps (talk to or coach your reps without the customer hearing) - see who is not on the phone, on a call, or has their phone set to do not disturb/busy/etc.

Cons: Mono recordings for calls; this is especially limiting for my job function (Call Center Quality Assurance), as to transcribe conversations you need dual stereo recordings to be able to differentiate your customer service rep from the consumer/customer. It is also such an old platform that it's difficult to find any 3rd Party Quality Assurance programs that are compatible with daily monitoring of our businesses customer service/sales reps.

Telephone software that cost way more than it was worth.

Jan 09, 2018
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: This was quite an upgrade from our previous telephone software, so many of the features are an upgrade from what we had before. The software that each employee uses on a daily basis for their individual phones is helpful. It gives you minimal information, but is helpful in connection with each user and desk phone.

Cons: As an administrator I do not feel like the software is user friendly. Half of the symbols that represent functions on the phone system, don't even make sense to me. I end up going through each and every "main menu" item to get to every sub menu item searching for what I need. The purchase of this type of phone system (and the subsequent software) would have been optimal maybe 3-5 years ago, but doesn't function exactly as was told to us by the sales team. We were quite interested in the instant message and conference features available on the software, only to find out that the instant message feature is separate and requires its own dedicated server and separate installation. The tele-conference features were out of date and are much better met with a software like GoTo Meeting.

Overall: This software was an upgrade to our previous system, so the functionality of being able to perform changes /additions/deletions on line through a browser was very helpful.

Constant problems, inconsistent reporting, terrible support

Aug 04, 2017
2/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Comments: This is about Shoretel's new "Connect" system. We were on Shoretel Sky, and had no issues at all. We were told Shoretel Connect had better reporting and integration with our CRM. The switch from Sky to Connect was a nightmare and filled with issues. Four months after the transition and we still have issues pop up every week. As far as support, prior to 2016 Shoretel had one of the best support departments we had the pleasure of interacting with. Sometime during 2016, however, the hold times started getting longer and longer, and the support reps newer. The current hold time, we are experiencing, averages about 45 minutes.. just to get someone on the phone.

Pros: Pros: * It is fully cloud based * Ability to rent equipment so no excess inventory is required * they try... but fail

Cons: Cons: * inconsistent reporting/call history * long hold time for support and if the issue is complicated, it takes several days to get resolved * the datacenter / database backend is constantly breaking; causing issues logging in or getting the phone(s) to work at all * the mobility app (application on smartphone) is antiquated and constantly dropping * Price is extremely high compared to the poor quality of service received

Easy to Use Phone System and Cost Effective

Jun 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: I found this product to have a user-friendly interface when managing the phones in our organization. What I liked the most about the product is the ease in knowing which phone blocks are available for use, as well as the number of phone numbers available in that specific block. Additionally (unlike Cisco Call Manager) it shows the full phone number. This is VERY useful if you are forced to have different call blocks with different prefixes. Not to mention, the call communicator for each user was AMAZING. We could easily make calls to other extensions (or outside numbers) from our desktop using the communicator. Also, if you wanted to call someone in your organization, it will indicate if the person is available (green) or on a call (red). Also great for our call center that had a call queue available.

Cons: Nothing that I could think of that I liked least about the product. I think this is a very user friendly interface and we had no complaints when using.

Just awful. We have been on the connect platform for 2 1/2 years.

Apr 04, 2018
2/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Pros: There doesn't seem to be any problem with their billing service as they always make sure they get paid on time. Besides that it is really difficult to find anything this system does well.

Cons: The up time as they like to measure it is closer to 75% not the 99% they advertise. What does it matter if your system is working from 9pm-7am when most businesses are not operating. Call recording is always a mystery if it will actually record the call or not. We needed a specific function of the phones to operate our business. We made this perfectly clear from the first business meeting to the last. When we began setup they told us that the system did not have that feature. They eventually created a work around, but our contract is up this fall and cannot wait to get off of this system.

I utilize ShoreTel Connect Cloud to manage my desk phone and voicemail.

Nov 07, 2017
3/5
Overall
2 / 5
Ease of Use
1 / 5
Features & Functionality
2 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Pros: The ability to set states (in a meeting, vacation, available, etc) is the primary perk. I also like the ability to download voicemail files for record-keeping or forwarding to other ShoreTel users in my office.

Cons: The functionality of certain features is unstable. Call forwarding works with hit or miss accuracy. I've had issues with calls being forwarded, but are unanswerable once the other line rings. Additionally, the ease of use for many of the phone options are clunky. My phone has the color display, yet I have to use the numeric keypad to select features on and off like older legacy style phones. I'm also frustrated I get notified of voicemails in Outlook when off my network, but I'm unable to play the file from the cloud.

Overall: Very few. It's biggest benefit to me is the "in a meeting" function so my ringer doesn't sound when I don't want it to. Otherwise, its lack of (working) functionality is frustrating to me and my staff. When we rely on ShoreTel, we're often let down. I would not recommend it, I'd prefer to use Avaya's cloud offering.

Contact center solution that is easy to use.

Sep 08, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: The product is very easy for supervisors or managers in your call center to use. You are able to manage several calls groups and CSR's easily by looking at one screen. Its very easy to add new agents using the contact center director. The agent toolbar is very easy to configure at the agents workstations as long as you know the IP address. You are able to easily move agents in and out of the contact center groups. The reports are easy to access, create, and modify to obtain the data that you need to analyze daily.

Cons: In order to do a required system upgrade the contact center had to be closed and we were a 24 hour call center at the time.

Recommendations to other buyers: I would recommend that you use this software if you are managing several call groups in a large call center. I would ask about capacity in regards to the amount of groups and agents you can add into this solution. I would also recommend that you ask questions about integrating this software with your current CRM solution. You also ask questions about the maintenance schedule and if any down time is required during this period.

Capterra-loader

I use ShoreTel Connect as our company's main method of communication for outside candidates/clients.

May 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: ShoreTel Connect integrates seamlessly with our Salesforce databases, allowing me to quickly call candidates and clients by simply clicking the number on the screen. When making 100+ calls per day, this small quality of life assist is very welcome.

Cons: I have experienced some issues while attempting to use ShoreTel when not connected to our company's network. When connected via home/public Wi-Fi, there will be intermittent issues with maintaining a connection to ShoreTel.

Overall: ShoreTel allows me to connect quickly and efficiently with candidates and colleagues.

Shoretel truly makes the communication process easier

May 21, 2015
4/5
Overall
4 / 5
Ease of Use
3.5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: I rarely actually use my voicemail, but I understand that it's a necessary part of doing business with some. I appreciate that when I'm on the go, Shoretel's transcription allows me to still read voicemails, and the IM function is so necessary for intra-office communication. I love that I can access my voicemails via email and I never have to call in!

Cons: I think Shoretel could benefit from a few more user-friendly benefits like recording of chats. Once the window closes, it's gone. However, at its core, what it does best is the availability of voicemail across other platforms. That happens very well. Also, I think that the interface that allows you to switch between the functions (calls, IMs, etc.) could be a little better organized. I've had complaints from colleagues that have been unable to figure out how to add contacts. When they try to set it up, they end up accidentally calling people.

Recommendations to other buyers: Recognize that there will be growing pains on some of the useful features like IM.

We use ShoreTel to improve employee performance on calls by allowing us to download recordings of calls for review

Nov 07, 2017
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
Likelihood to Recommend: 1.0/10 Not
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Pros: There was not very much configuration necessary on the part of the end user. When I place a call from my phone, it records and logs it.

Cons: It takes a very long time for a call to be recognized and downloadable, meaning you might have to wait several hours to be able to download the call you just had. There was a period of time a few months ago that the call downloading simply stopped working. There was no fix that anyone at our organization was aware of. Then it randomly started working again with no indication of what the original problem was.

Great theoretical functionality that tends to not live up to the hype

Sep 12, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
Likelihood to Recommend: 3.0/10 Not
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Pros: I like that it integrates with Salesforce and the click to dial functionality is awesome. It allows for easy dialing without the worry of mis-clicking the wrong number. I also like that it ties a call to a contact and case and allows you to easily take notes while you're on the phone.

Cons: The biggest problem with this software is that it's very unreliable. Call notes regularly get lost. Calls won't attach to cases and the notes will get deleted. I also don't like that there is no way to handle extensions.

Was great initially, now not so much so

Feb 27, 2018
2/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money

Pros: When we first switched to Shoretel several years ago the features and functionality were mostly in line with what was out there. The user training was decent, cutting over to the new system was super simple, and everything like porting DIDs and getting the equipment installed was really easy. Unfortunately Shoretel basically hit a wall and never progressed any further.

Cons: We were promised a number of integrations and new functionality and it just never happened.

This is easy to use, keeps record/history of phone calls and able to transfer dial as well.

Mar 08, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Pros: You are able to check call history, check your length of calls, run reports, check statistics, works well with the phone itself and virtual system (application) on the computer.

Visual of who left voicemails and caller id.

Cons: Cons, If the virtual system to log in off ect. goes down it is cumbersome to use the phone to log in and out and check history.

Overall: You are able to go back and check your call history and check voicemail and see who it is versus calling and not knowing.

Capterra-loader

My employer currently uses shoretel for our call center it works great for the most part

Jun 22, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: usually on most days it works great, the call quality is good and their are no issues.

i like the ease of use and it connects instantly. I like how it gives us options to break, without having to log out and the timer helps me know how long i have been on my break or lunch break,

Cons: sometimes we have issues with the phone still rings while we are still on a call with the customer and sometimes the customer cannot hear us when we are answering the phone and vice versa, the support people keep blaming it on our computers but it is clearly not our computers when we havent had these issues with our older system.

Overall: I get to do my job as a support agent without interuption for the most part, for a while we had alot of problems but now we seem to be doing good with no problems in the last couple of months.

Simply The Best

May 25, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: ShoreTel's TCO (Total Cost of Ownership) is the lowest in the industry, and part of that reason is because so many ShoreTel features come right out of the box. With other phone systems, you have to buy a different package or have to pay individually for features to be used. Not with ShoreTel. Also, I like the fact that ShoreTel is just a phone company. All of their R&D budget goes into making their system better, not just supporting what part of their product line is making the most revenue.

Cons: There is nothing I do not like about ShoreTel. It is the best business phone system on the market, and I highly recommend it.

Recommendations to other buyers: Look at all the other major players in the marketplace, including cloud vendors (ShoreTel has a cloud service, too), and then look at ShoreTel. Might as well save the best for last.

Great product!

Sep 18, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: I highly recommend this product. I use the Shore Tel phone system everyday and till now very satisfied with its performance. I like the ease of recording any incoming or outgoing calls. You get a copy of the recordings to your email as well. It got the caller id feature which is really helpful too.

Cons: None, Very satisfied with its functionality and performance.

Very basic phone service

Nov 27, 2017
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Comments: Good for its price, just like all other systems it definitely also glitches and cuts out.

Pros: It does it's job, you can make calls and I do appreciate the integration with Salesforce. Compared to other systems this is one of the few systems that logs incoming calls which is really helpful.

Cons: Its a bare bone phone operating system. The interface could be a lot more sleek and they can somehow streamline the steps it takes to find a call and download the call you need. The system is always crashing, not very useful when you're in sales.

Our experience here has been very good. Such an upgrade from our last one!

Nov 16, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: The thing I like most about the software is how user friendly it is. Maybe its because what we had previously was so bad and old but this is a light and day difference!

Cons: I would say the thing I probably least like about the software is maybe the price. Its not the most expensive option out there but it isn't the cheapest. But overall we are very pleased

Capterra-loader

I use shoretel alot and overall it works pretty well

Dec 06, 2017
3/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: There are a lot of great features for conferencing phone calls and have a simple to use call tree. Love the customization.

Cons: There are quite a few glitches that I experience. For example, I will go to put a call on hold and it will display an error. Eventually I can put the call on hold, but it can get frustrating if I have a customer waiting.

I use Shoretel to make all of my inbound and outbound calls. This is helpful to track my efforts

Aug 08, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: -easy to type in numbers to make calls (or paste in numbers)

-easy reporting to see how many calls were made

-FWD calls to cell phone is very handy when working remotely

Cons: -calls do not always FWD to cell (could this be a VPN issue? possibly)

-voicemail sometimes plays on computer or calls cell (Inconsistent)

Overall: -easy to make calls to clients

Capterra-loader

Very good phone for office use

Apr 19, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy to make a call using computer keyboard and never to reach out the phone itself. Also good to track all voice mail and phone history.

Cons: Many functions are hidden on the phone and you will need to learn how to use them using manual. Buying phone accessories like headset is not directly from ShoreTel but their third party dealer.

Easy to use phone management system

Apr 20, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Phone software that allows us to integrate calls into our email and has been easy to use for even our least tech-savvy employees.

Cons: Updates time-to-time has been problematic, but I feel that maybe more due to our tech side vs software issues. If your system isn't set up in a conventional manner it could potentially cause headaches

Connects to Everything!

Feb 01, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I love the fact the Shoretel will connect to just about everything. It goes through anything connected through a Microsoft product and can get all contact information you need to import.

Cons: It takes quite a bit of searching and setup to get into your Office products and personal cell phones to grab contacts to import. It also is not the easiest to utilize for user freindlyness when it comes to changing setting ie, call forwarding and away. Also doesn't send Caller ID information when forwarding calls.

Overall: Pretty easy initial setup - but can get quite technical and difficult the further you dive in to do substantial changes to how it connects to other programs and phones.

Functional phones, can be a good budget option.

Jul 02, 2018
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Mitel phones are in plenty of stable deployments around the country. They're generally great at getting out of the way and letting you do your work.

Cons: Make sure you have someone in a support role who is fully trained on the phones, or support may have an end user confusedly poking away at a phone to troubleshoot an issue.

ShoreTel is a great product

Apr 05, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I love the ease of using ShoreTel from my computer screen. It makes it much easier to call other employees when I need help with something

Cons: There is nothing a I do not like about ShoreTel. It is very easy to use and I have not had any problems with it.

Overall: Ease of use and ability to contact employees without picking up my phone!

Great Phone System!!

Feb 08, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: This is a fantastic phone system for large or medium enterprise, very high quality and nice phones Good messaging system

Cons: Annual support can be expensive for the phone system Tons of add-ons, not an all-in-one price and you get everything, very fragmented in what you have to buy to make it a fully functioning system

good phone software

Nov 01, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: visual voicemail, call queues, history, address book, I can copy and paste phone numbers from the web, easy to use

Cons: I use the softphone feature of this on VPN which can occasionally cause problems. Everytime I restart my vpn I have to restart the software, sometimes multiple times to get it to connect to the server

Not very user friendly

Sep 20, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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Pros: I like how you can customize groups within the system to be able to make transfers without the desk top phone. I unfortunately do not have a lot of other things that I like about this software.

Cons: This software could use a lot more user friendly options. To transfer using the online system you have to go through a series of 3-4 clicks, and if another call is coming in you have to wait for that to be transferred before you can transfer the call you have.

Good system

Apr 24, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Comments: Once configured, the mitel system runs fine.

Pros: The mitel system is fairly simple to install It has a small foot print and has a very rich set of features.

Cons: The basic setup requires a good knowledge of phone systems. Simple tasks like setting a day and a night message are not simple click choices.

ShoreTel Customer Review

Oct 05, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: Overall ShoreTel has been a great product.

Pros: ShoreTel provides easy access and controls Call quality and clarity has been great Quite a few advanced functions

Cons: Some of the advanced admin features can be hard to find Compatibility with some wireless headsets Additional modes from the main screen

I love all of the different variables that comes with using ShoreTel Communicator

Jan 09, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The combination of PC and Phone is just awesome along with the different variables and easy to use features is a definite plus.

Cons: It would be nice to have this software for home use as well, but I believe its for business purposes only.

Overall: That is awesome and I would love to have it for home use.

No complaints, this is a good phone.

Dec 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I like that the software is so simple and helpful. Shoretel really does make my job easier when I need to make a call.

Cons: The maximum volume level isn't as loud as I'd like, which makes it harder for old folks like me to hear things.

Overall: This phone has not damaged my hearing in any way, shape, or form.

Capterra-loader

Company Phone/IM Service

May 02, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: My company uses this software for our phone service and IM service. It is so nice to be able to instant message employees that are not in the same building.

Cons: No complaints here- I'm very happy with the functionality of this product. We will continue to use it in our company.

Quality phone system with lots of features

Jan 18, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: This phone system is capable of doing lots of different things, so there's a learning curve but overall it's pretty easy and does it's job well.

Cons: To be honest it's just a phone system that does what it's supposed to do, so I can't say I dislike anything.

Overall: Easy to use phone system.

Good phone system

Mar 29, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: The biggest pro for us was it's simple. Easy to use. Rolled it out to the floor in just a week and only a single training. We loved it's usability.

Cons: No issues in general. It really delivers asa promised. Little glitches here and there but nothing substantial.

Absolutely Great

May 14, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Our company uses Shortell and they are great. In all the years of using different providers they are hands down the best.

Cons: Some of the features are not rolled out to us. This is more of a corporate regulation but I¿d like to be able to use all the functionality

5 years of use

Feb 24, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Great features and great support options out there. Reliable and even if the internet is down it reverts back to analog lines so there is no interruption of service.

Cons: Obviously dependent on reliable internet. For a while our internet here was up and down constantly and it made our VoIP experience very poor. Hard to maintain in-house so we pay a certified dealer to handle our support.

Overall: It's been 5 years since our company switched from an old PBX to VoIP and there were some difficult times during the transition, but overall it was the right decision. So many more features and it really connected our two locations and facilitated better communication.

Recommendations to other buyers: Find a reputable provider

Great for call center environments

Mar 20, 2018
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money

Pros: The admin interface is easy to use. Assigning new users to phones is a simple and pain-free process.

Cons: It is suited more towards a call center environment than a regular business. The desktop client has problems staying connected, often needing reboots.

Great Functionality

Apr 01, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: I like the ability to download voicemail files

Visual voice

History and address book

Recodrs all data analytics accurate

Cons: Sometimes it is not stable enough

Support / maintenance is a bit expensive

Unable to play voice messages from cloud

ShoreTel Defines Ease of Use, Customer Service and Simplicity

Apr 29, 2014
5/5
Overall

Comments: ShoreTel Sky offers a reliable, flexible and cost efficient solution for any size business that needs a quality phone system. The phones are easy to use and easy to setup, even my most "technologically challenged" employees can setup their phone with ease. The support is out of this world and the entire team has been nothing but professional. We wanted to move to a more "virtual" work environment and we could not do that with the crippling limitations of our XO/Talkswitch system. We scoured the options until we discovered ShoreTel Sky. Not only did they deliver everything they promised (and more) they did so in a time crunch and with no complaints. ShoreTel Sky is an integral part of our team now, I know that as a manager I can rely on them to handle support cases without my "approval" or intervention.We live and breathe SalesForce and being able to integrate our phone system into our CRM solution has been absolutely vital to our continued success. My team can track calls, makes notes on accounts and more without ever leaving the screen. Being able to manage their phones, their call routings and voicemails from anywhere in the world is a major asset for an on the go workforce.I am extremely pleased with the product and service I have received so far and I look forward to seeing what they come up with next.

Pros: Excellent support Outstanding ease of use Low bandwidth requirements Reliable quality High quality hardware

Cons: NA

ShoreTel

Jul 01, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: The system does well when you only have to receive calls and listen to voicemail. However, system gets very complicated when you want to use it for advance features

Cons: My company has Shoretel, I was surprised to see how the system is not user friendly. Features like call forwarding can take time to setup. Even the phones are not easy to navigate...I have used much simpler phones with great features.

Makes Remote Work Easy

Sep 19, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Easy to use VOIP software, makes working remotely simple. Seamless integration with a headset/microphone combo.

Cons: Interface is a little outdated looking and could use a UI facelift. Occasional issues with sound when using over VPN.

ShorTel, the product that does what it's supposed to.

Oct 05, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
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Pros: What I enjoy the most about this product is that is very user friendly. The interface is easy to maneuver around.

Cons: Not sure if this is my work laptop itself but it takes a long time for it to load when I boot my computer.

Best vendow and the product in the VoIP market

Mar 11, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
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Pros: My experience with ShoreTel Sky has been fantastic so far. Their system and the phones are very easy to use. In fact, I have a couple of people who got extra phones for their homes where all they have to do is plug the regular network cable to the phone and they are able to make/receive calls. Using the software is a breeze. All the options are spaced out and even though you can do a LOT from the home screen, it doesn't seem crowded.

Cons: There is isn't any way to record more than one greeting. In our previous system, there was an option to record several greetings, so if you are out of office or busy in a meeting you would enable that greeting. Hopefully, in coming months, ShoreTel Sky will have this option as well.

Recommendations to other buyers: Test them out and you will not be disappointed. It will save tons of money as well.

Shoretel is great! I love the software side that connects to my computer.

Dec 14, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Shoretel software connects to my computer and all contacts are able to be saved, searched, and dialed right from my screen.

Overall: Quick and easy access to contacts and calls.The features are nice and I have not had any problems with it so far.

ShoreTel User for 8 Years Plus

Mar 18, 2015
5/5
Overall
5 / 5
Ease of Use
4.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
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Pros: It's easy to manage, there's good API's and there is a limited number of hardware components. Many of the IP phone systems lack features that have long been in the older phone system, but ShoreTel has worked. Plus they've added their basic Workgroup Call Center software. While it is an extra license, it's easy to manage and has the functionality we need.

Cons: Some system instability and they don't seem to be adding features to their API's.

Recommendations to other buyers: Evaluate your use of Hunt Groups carefully. A lot of smaller companies have depended heavily on Hunt Groups, but ShoreTel's implementation in this area has a lot of limits despite being a central part of the system design for HA.

If you need something to soley dial a number and track information, then Shoretel may be for you!

May 08, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
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Pros: Shoretel is a very simple program, and gives you exactly what you need; integration with salesforce, easy dialing with a click, tracks the basics (length of a call, connects, outbound calls, inbound calls, and voicemails)

Cons: Shoretel crashed often (aka, once every two weeks) and the whole sales floor would have to stop calling, and sometimes it would miss calls.

Easy to Use but Lacking A Feature

Apr 30, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
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Pros: I like this system for its ease of use. We didn't require extensive training. It was more of a pick up and go experience.

Cons: Wish there was a guide for the icons on the phone. We cannot find it on the website. Also, in a work group there should be a feature to send a call to voicemail instead of the only options being answer or let it ring to the next person.

Easy to use when you have the application, easy to manage calls and connect calls. Call history ect

Mar 14, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: The application organizes call history and lets you see how many calls are pending how long you have been on the call and connect the call. Visual voicemail is a plus.

Cons: If the application goes down unless properly trained it is cumbersome to use the handset as its hard to pull up call history and extensions.

Overall: Organization, stats, easy to use in a one touch.

I use a shoretel phone at work everyday and I love the modern new look and how simple it is to use.

Sep 07, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
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Pros: The display shows all the lines in your business, very simple to use when transferring a call. I likle how there is a directory that shows a list of numbers for other gyms.

Cons: The only thing i dont like about it is that sometimes when you are on a call another one will enter from the same line.

Overall: The newer technology and how up to date the information can be when a new person is working we can switch the name of the lines. And I dont have to memorize extension numbers I just click the name and it dials out.

They keep getting better with time

Apr 25, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
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Pros: The system allows me to transfer, call out, receive calls and manage incoming calls. I really does what it needs to for a call center.

Cons: There are times when the call quality is poor and calls drop. This has been happening less, but it still happens. The worst thing to say is "can you hear?"

Shoretel Sky

Jun 20, 2016
5/5
Overall
5 / 5
Ease of Use
4.5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
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Pros: We switched from an 'On Premise' Shoretel system to Shoretel Sky. The primary reason for the switch was that the Sky platform allowed us to record our calls in the cloud. The call tracking data that is available allowed us to re-prioritize our staffing levels and take hold times down by 60 seconds during our peak call time of day.

Cons: We are at the mercy of their call center. When something at Shoretel goes down our call center goes down.

Recommendations to other buyers: Their support team was very helpful in creating our call queue and entire phone tree when we first signed on.

Good, easy, simple

Oct 10, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: I loved that the end user system software worked so well. It was easy to use and allowed end users to manage their phone options (forwarding to VM/other line, softphone, etc.).

Cons: It ended up being too expensive for us to maintain and we had to move to another phone and software provider.

ShoreTel; Reaching for the Sky

Jul 29, 2014
4/5
Overall

Comments: I've had many experiences with LEC's (dating myself here) and "Cloud Carriers" over the years. We've been with ShoreTel since M5 and I must say, we've grown with them - and it's been good. I do get the feeling that they are being built to grow at a strong pace. Customer Service, feedback and general inquiries are all readily handled. Nearly every call for support is answered quickly and I've always been routed to a local U.S. based support team. Now growth is not experienced without pain and ShreTel has addressed (and continue to do so) all the necessities that a Unified Business Communication company needs to compete in today's market. True to their words, they have upgraded their systems, are building better switching and fail-over technologies. Good company to grow with as they shoot for the Sky........(Yes, it's hokey, but it's the ShoreTel Sky)

Pros: U.S. based support answered in a timely fashion Follow up by techs Very good product and sales reps Use of both dedicated and non-dedicated routing (you can use your own ISP if you wish) Older Java based Phone Assistant works well

Cons: Need better/quicker fail-over when clusters fail Would like to have broader range of phone/handset vendors

Easy as a home phone, but with more options

Dec 18, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Easy to use like a landline, but with way more features that connect to your computer. My favorite, is that you can listen and sort through voicemails on your computer.

Cons: They have less system integrations than other companies on the market, but overall a great system nonetheless

Shoretel is a fantastic and easy to use phone service.

Dec 14, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I like the functionality the most. Many features that are very intuitive make Shoretel easy to use..

Cons: Honestly there isn't much for me to complain about. I've never had an issue so have never dealt with customer service. I suppose a mute button would be nice for when I don't want to answer a call, but don't want to send it immediately to VM either, so I don't have to listen to incessant ringing. Ha!

Overall: Easy to use phone service that exceeds expectations.

It gets the job done

Mar 13, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money

Pros: The admin interface is much more simple than something like Cisco. Making small changes is much easier than a lot of the competition.

Cons: Some of the wording in the admin console is confusing and difficult to interpret. The documentation for it isnt the greatest either.

Was very good.... at first....

May 18, 2015
3/5
Overall
4 / 5
Ease of Use
2.5 / 5
Features & Functionality
1 / 5
Customer Support
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: This IP phone system was the only one that had a plethora of decent options at a price point that was palatable many years ago. The system worked fantastic with the earlier releases.

Cons: The current release cannot read our Outlook contacts thus making it very painful. The problem is that they still don't have a fix after 8 months!

Recommendations to other buyers: Seriously test out the desktop client and the integration it offers before buying. All other features seem to work great still and if it were not for the windows desktop software client not working I would still rate ShoreTel the highest.

Best and cost-effect IP telephony!

Sep 09, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Mitel offers cost-effective communication solutions via cloud. It also offers a portal to manage phones, features and relevant information in communication. Business Intelligence data is also available to better manage services.

Cons: When we are working on Shoretel solutions, our partner is very helpful and give us full support. Recommended to contact your local partner to discuss your requirement.

Very simple platform with minimal issues

Aug 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support

Pros: Connect client works great. Easy to setup, allows you to use a DiD without a hardware phone. Use it to transfer to cell phone.

Cons: Downtime is sometimes excessive. recently had a several hour complete down system, which was a problem during an install.

Very easy to use

Nov 30, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: I like that my calls are right on my desktop to view. I also really enjoy that I get a wav. file to my email to listen to voicemails out of office.

Cons: I can't find too much negative with Shoretel. Sometimes it goes down, but is repaired quickly.

ShoreTel

Apr 23, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Provides you with a great phone approx 8 lines Easy to use menu, with options to use the directory, transfers, voicemails

Cons: Does not provide headset, the app can use an update, the phones are old and bulky takes up too much space on your desk

ShoreTel Review

Aug 15, 2018
2/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 4.0/10 Not
Likely
Extremely
Likely

Pros: Struggling to find something good to say. The interface has improved over the years. Logging in isn't too bad.

Cons: Administration of users is difficult and not intuitive. The instance we had was constantly locking up and was not easy to use.

Functional

Mar 19, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: The ability to track my calls, both incoming and outgoing as well as manage my voice messages digitally.

Cons: Interface could be improved. It would also be nice to have more export options - both in information available and file types.

I am one of the users of ShoreTel phone systems and I like the ease of use.

Jan 10, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: How your voice mails show up on your Outlook with your emails. How you can instant message colleagues and how you can call people through your computer.

Overall: Ease of use with voicemail and phone system.

ShoreTel Implementation

Mar 26, 2015
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Easy to implement at a fair price. TOC was the deciding factor. The IP Phone System simplified our infrastructure foot print. Unified Communication was key. System management was very simple and scalable.

Cons: At the time of the purchase, the ShoreTel System was "Bleeding Edge". We took a chance based on cost cutting initiatives within our organization. It turned out to be the right decision.

Recommendations to other buyers: Compare product functionality, pricing, and integration. Ask for three references.

ShoreTel is great

Mar 12, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: ShoreTel is very convenient and easy to use. We use ShoreTel every day for work and we have a very high call volume - this program works really well and is very easy to use.

Makes a sales person¿s life easier

Nov 01, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Comments: Overall I think this is a really useful system especially when you¿re in a role where you have to make a lot of dials.

Pros: Some days I have to make up to 80 dials and having Shoretel really saves me a ton of time with the click-to-dial feature.

Cons: There have been a couple of times where I¿ve had to restart my computer intirely because my calls weren¿t being recorded.

Not Consistent Enoug

Jun 05, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: I like have a click to call feature - that's really nice for those of us that spend a lot of time on the phone. It's nice to be able to group people into contacts for easy access.

Cons: Not consistent! Shuts down a lot, often hear things in the background, sometimes it will show me I missed a call but the call never rang.

Excellent Product and Extremely Amazing Support

May 28, 2014
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The service is competitively priced, reliable, and flexible; it adds a whole new level to our mobile workers, but their support is by far the best I have seen.

Cons: I cannot think of anything I dislike about ShoreTel Sky. When a better way of doing things is discovered, ShoreTel Sky usually has it implemented or is in the process thereof before we can submit our idea to their Ideas portal.

Recommendations to other buyers: Obviously, hosted cloud PBX systems are more expensive than just setting up a PBX onsite. Make sure to factor in the time you are saving not having to configure everything and the fact that you can take your phone service anywhere (built-in redundancy). There are many companies offering cloud phone solutions. Some require you to use their switches, some have very expensive long distance and incoming toll free prices. ShoreTel Sky allowed us to use our own switches ($15k saved) and offered a less expensive long distance/toll charge price than anyone we looked at ($3600 annually cheaper than the next competitor). You will also not find a better support team anywhere.

Implemented more than six years ago, very low cost of ownership

Mar 17, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: It's easy to implement, administrate and maintain. It's a well-developed product and our vendor is organized, fast to respond and the technicians are highly trained.

Cons: Not allowing direct support might be a bit inconvenience. Plus, they did not develop video conferencing or audio conferencing devices. To make things worse, IP8000 is no longer available.

Recommendations to other buyers: ShorTel is one of the best VoIP solutions in the market.

ShoreTel - easy to administer and rock solid

Mar 26, 2015
5/5
Overall
5 / 5
Ease of Use
4.5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Support is outstanding - one of the top two suppliers I have for support.

Cons: IM functions are a little behind the times. Basic support for IM but nothing advanced, especially in the call center arena.

Recommendations to other buyers: Be sure to look at the administration of the systems and how easy or difficult it is to make changes/additions. I've done four other systems, AT&T, Nortel, Avaya, Mitel - none easier to get running and keep running than this one.

Very easy phone system for the users

Dec 14, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I like you can dial someone just with their extension number. Also you can see the email for the user when you type in their name with their phone number.

Cons: There arent many wireless/ bluetooth options with it. Also the mobile app can be improved little more.

Shoretell

Oct 04, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: It actively records all data analytic accurately for my weekly metrics. I am able to go back and see all details of the calls.

Cons: It sometimes takes a few minutes for the data to show up on the web page. It is normally fixed and shown very quickly though.

ShoreTel Sky: great product and service!

Aug 26, 2014
5/5
Overall
4 / 5
Ease of Use
4.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: ShoreTel Sky provides an awesome VoIP solution. Call quality is great, and the tools the software provides are very convenient. You can administer everything without having to touch your telephone. The GUI is straightforward and very user-friendly. There is not much of a learning curve with using ShoreTel. It really facilitates business operations. The tools and integrations that are available really increases the value of this product, along with the scalability and reliability it provides.

Cons: The software encounters issues with Java updates. The software won't launch until Java settings are adjusted.

Recommendations to other buyers: Evaluate the product as a whole. Everything has pros and cons. ShoreTel Sky's product and service aren't perfect, but the pros definitely outweigh the cons. It is a great product, and I would highly recommend it. ShoreTel Sky is constantly getting better with time.

Phone system for the enterprise

Mar 15, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Easy to use, create own accounts and have own business phone numbers. Was able to get up and running quickly while switching desks too.

Cons: Call quality is okay when compared to cell phone HD calls. Compatibility with various headsets. Call history is missing information sometimes.

Amazing Support and Amazing Product

Apr 29, 2014
5/5
Overall

Comments: We started with ShoreTel Sky in the M5 days. Soon after we came onboard as customers, the phone system started transitioning from M5 to ShoreTel Sky. There were a few bumps in the road, as this transition required many updates on ShoreTel Sky's end. During this process we were hesitant about our decision, but the saving grace in all of this was ShoreTel Sky's amazing support team. Having been a Support Manager for a large call center, everything about their support team impressed me. After the transition to a new data center and changes to the customer portal, I am extremely happy we did not switch carriers. ShoreTel Sky, today, offers amazing services at a reasonable price, and through everything their support staff have been better than any I have ever spoken with in my 25 years of talking to vendors. Their support is the foundation of what you get with ShoreTel Sky and their product is amazing on top of that.

Pros: Excellent, excellent, excellent customer support and a fantastic product that keeps evolving.

Cons: At this time, none.

Does what it should - nothing fancy

Apr 16, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Shoretel works well for making calls quickly. Also works well for finding internal team members quickly. User interface is easy to navigate.

Cons: Seems like it is missing some features that would be nice to have. If you just need a standard call system then this works great.

Shoretel call center program

Oct 27, 2016
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Comments: This product does have all the functions required for what our call center does, it's just a matter of adjusting to the way you organize the reports, on the plus side the system has a caching feature which our previous call center did not have, its basically a very good functional program that's a little complex to understand but once you do you can exploit it to the fullest.

Pros: Tha coaching feature is very helpful, also the recording feature is a very valuable tool for dealing with forgetful clients.

Cons: it's a little complex to use, buy once you understand it, its great!

Recommendations to other buyers: this is a great tool to optimize your call center efficiency, and once you understand it, will help you make very detailed reports

Shoretel is the phone line we use here at Gold's Gym Prue Road, Very easy to use.

Sep 07, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Its very easy to use, very user friendly. Able to connect multiple lines with this software. Very convenient to make my calls throughout the day.

Overall: The benefits are allowing to do my job in the best way possible.

18 months in and we still like it

Mar 12, 2015
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
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Pros: Excellent support and call quality. There is virtually no difference between the old premise-based PBX and the hosted ShoreTel VoIP system.

Cons: Not being able to have more than one 'away' message is what I like the least. If you have people who travel a lot, this is a pain point.

Recommendations to other buyers: Do your due diligence. ShoreTel's system is pricey compared to lots of VoIP systems, but if you are on the phone with customers a lot, it's great to always sound good. It has great call clarity and no dropped calls, no bottom of the well sounds.

ShoreTel is moving upward in service and support

Aug 19, 2014
5/5
Overall
4.5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: I like the ease of use and setup. The managed router and QoS are handled by ShoreTel. I like the ability to truly take your phone with you, both virtually and physically. Calls are just as clear and better with HD Voice than analog.

Cons: Geographical cluster switching has hurt us in the past with downtimes (it's being worked on, I know). I wish they had a wider choice of compatible phones.

Recommendations to other buyers: Go ahead and do your due diligence. Kick the virtual tires on other companies that are out there. We've found that in support, price, and service, ShoreTel does provide a great choice for your needs. As someone looking for services like this, you have to be aware that it's not just voice (or calls) that you're considering. Work in all the feature sets that they have, and see if you can leverage those into your company, possibly saving money in both the short and long term.

Could be better

Sep 20, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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Pros: While it is better than our old Avaya in terms of features, some of the items that "should" be there are missing.

Cons: Lacking on some basic features, updates would be nice

Tool for easy use and administration adaptable to the needs.

May 17, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: - In practice, students implement it without any difficulty.

- Does not require so much staff for maintenance.

- The tests carried out prove to be a robust tool.

- Redundancy is presented as a decisive factor in having communications problems.

Cons: - It presents high implementation costs.

- Only support is available from the company that distributes it.

Multifunction Multipurpose Calling Machine

Aug 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use interface, call routing, integration with outlook, easier software that helps you export your call list. It is stable, reliable, and gets the job done.

Easy cloud solution with great features

Jun 15, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: The features like find me follow me and voicemail to email. Also they have great, fast support.

Cons: The fees for setting up new profiles. They have added more over the years.

Recommendations to other buyers: Make sure you have the correct bandwidth. We found that with so many systems moving to the cloud, we required a fiber connection.

Hardware is more user friendly than the functions offered through the computer

Sep 11, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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Pros: The button layout on the provided phones are very easy to use.

Cons: It takes longer to go through the system when trying to merge calls.

ShoreTel VOIP was more than just a phone system.

Jan 13, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: ShoreTel VOIP phones are (were) easy to use at time of usage. Their application allowed each user online access to their own account - allowing customization, access to their personal faxes, and housing messages.

Cons: The phone equipment didn't appear as sophisticated as other brands like Mitel. Although overall, I think their ease of use made up for it.

Shoretel is a product that should be looked at

Sep 20, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: This product has been used by our student workers. The departments vary either for alumni donations or for admissions recruitment. It is easy to use .

Cons: There really is nothing. The cost can be too much at times. Other than that I think it is a good product.

Recommendations to other buyers: I think they should look at all call center options in order to evaluate the best most cost effective product for their business needs.

Works but encounters a lot of problems with Salesforce integration

Nov 17, 2016
3/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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Comments: I like the click to dial abilities and the auto call logging is nice when it works but it seems to have a lot of bugs. Many times it will delete call notes and lose calls. Seems very inconsistent.

Pros: I love the fact that everything is integrated into salesforce. It makes logging calls, dialing stored numbers, and taking call notes a breeze.

Cons: The general inconsistency and unreliability are a big factor. It's frustrating to have to retype a few paragraphs of notes when they are deletestill for no apparent reason.

Extremely Detailed

Aug 06, 2014
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3.5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: I enjoy the hands-free calling, receiving, and transferring. Also, I love that I can see who is on their phone from each location outside of my own state. This is a very easy system to operate, in my opinion.

Cons: The only problem I have found is if I am doing data entry and the phone rings at the same time I hit enter, then that call is immediately dropped or hung up on. I am not sure why this happens, but it is so few and far between.

Recommendations to other buyers: You can easily keep track of how long someone is on their phone and actually see the number they are speaking to. For instance, I can see if one of my fellow employees is on the phone with our corporate headquarters or another one of our branches and such. I just really enjoy all the features that ShoreTel Sky has to offer.

ShoreTel Review

Oct 28, 2014
4/5
Overall
3.5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: I am pleased with the product and service offered by ShoreTel. I have no major complaints, and the system overall is fairly user-friendly. Also, I like the ease with which you can adjust and personalize your settings through the online website. The look of the phone units are also professional, which is a nice feature.

Cons: Like I said, I have no major complaints about the system; however, I would like a higher incoming volume option. At times, I have difficulty hearing customers, and it seems to be more of a low volume issue than anything else.

Recommendations to other buyers: I think having a monetary incentive is a great idea that prompts a lot of feedback. I can't think of a better recommendation!

Years of customer satisfaction

May 23, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: The customer service is best in class, dependability, innovation

Cons: I really can't think of anything to complain about.

Recommendations to other buyers: This is the top of the line choice for VOIP services.

Great product and amazing support

Sep 08, 2014
4/5
Overall
3.5 / 5
Ease of Use
3.5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: The software is easy to use, quick and simple. It provides shortcuts to get you where you need to go quickly and efficiently. Overall is it great for the business as a whole and simple for the employees using it.

Cons: I have little to say as far as the negative aspects of the software. However, I have noticed that when the system goes down for weather or another miscellaneous reason, it takes a while to get back up and running again. The downtime is hard to make up and can ruin a whole days work.

Recommendations to other buyers: I would recommend that people check out the website that you can change your settings on and really go deep into the software before reviewing a product so you can complete an educated review.

Satisfied with system

Oct 16, 2014
4/5
Overall
3.5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: It's easy to navigate. Everything is laid out nicely and easy to find. Also, it seems to have limited glitches. I have no personal experience with the vendor, however. It also has a very professional look to it, which is a nice quality. The only thing that could improve is that every so often, my voicemails will not come through. I do wish there was a wireless version, because the cord constantly gets tangled.

Cons: The voicemail system takes too long to get messages; the automated system could be shorter.

Recommendations to other buyers: Change the voicemail system, and maybe even offer the voicemail be translated into words in the form of an email at no additional cost.

Not there yet...

Oct 06, 2016
3/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Comments: We are on the Cloud Connect and are having quite a few issues. In fact we've had over 25 tickets opened in just 2 months. They are plagued by outages and short staffed in support( although I heard they were hiring more engineers) Everyone Ive talked to with an on-prem system loves it , but the cloud version is a little soon

Pros: Reduced our monthly costs of AT&T! easy to administer

Cons: outages, tons of defects

Recommendations to other buyers: The choice is yours, Id just be careful with the Cloud Connect

Easy transition from onsite version we were previously using

Jan 09, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Phones work well and are the same as the model we were using onsite. Features and functions work the same as we were already familiar with before

Cons: Not enough access to some system features in ST portal - must call TAC for many issues we should have access to on our own. TAC queue times are running way too long.

Overall: Lower cost of ownership that the onsite version.

ShoreTel Review

Dec 11, 2014
4/5
Overall
4 / 5
Ease of Use
3.5 / 5
Features & Functionality
3 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: The product and vendor is satisfactory, and it accomplishes what I need it to do. I do like that the display buttons on the phone unit are spaced out far enough where it is easy to clean and dust in-between them.

Cons: I can not say I have any consistently reoccurring issues. Occasionally I will have trouble with not being able to hear the customer, and every so often there will be an echo on my end.

Recommendations to other buyers: If you are implementing in a system with multiple users, simplicity goes a long way. In that respect, Shoretel is pretty intuitive to use, and the functions and features are not overly complicated to access and/or adjust.

We are happy with Shoretel Sky

Aug 07, 2014
4/5
Overall

Comments: We are happy with Shoretel Sky. We were previously using a Shoretel on premise phone system and now have moved to their cloud hosted Shoretel Sky.

Pros: With a distributed workforce no longer just working in the office we needed a solution that was easy to deploy. Setting up multiple users to work from home was just as easy as setting up someone who works in the office.

Cons: We struggled a bit with the implementation. Our 3rd party IT group had a difficult time connecting with Shoretel's support reps. We had some firewall issues to work through initially and now that it is worked out things are going smoothly.

Shoretel Sky - Game Changer

Mar 04, 2015
5/5
Overall

Comments: We switched nearly 3 years ago from a traditional, analog office phone system, and never looked back. It has been a great experience thus far. We did the install our self with 2nd hand Cisco phones. Rehashing the phones was a little involved but nothing we could not handle.

Pros: It's very easy to make changes to the phone system as staff changes. We have a high turn over in our sales dept and we can easily add account and change accounts as needed.

Cons: The monthly cost of shortel sky would be my biggest complaint. There are plenty other voip systems that cost less but I guess at the end of the day, you get what you pay for.