ShoreTel

ShoreTel Connect Cloud

4.5 / 5 129 reviews


Average Ratings

129 Reviews
  • 4.5 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Deployment
    Cloud, SaaS, Web

Vendor Details

  • ShoreTel
  • www.shoretel.com
  • United States

About ShoreTel Connect Cloud

Enterprise-grade unified communication solution that supports online meetings and calls.


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ShoreTel Connect Cloud 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 Connect Cloud Reviews Recently Reviewed!

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

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.

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.

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.

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

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
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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 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

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
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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.

Shoretell

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

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
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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.

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.

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
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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.

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
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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.

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.

Cons: To be honest, there is nothing wrong with this software. It is stable, reliable, and gets the job done.

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

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.

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

Jul 13, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: Shoretel phone system is super easy to use with a lot of great features. The stored directory is something new to our company and has helped greatly.

Cons: It can be overwhelming to learn and somewhat confusing at first. The manual's are very helpful in this area.

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
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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

Shoretel Connect

Feb 06, 2017
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: Shoretel is an easy to use phone system The reporting is easy and straight forward.

Pros: I like to use the Contact Center to watch live data, and then I also enjoy creating my own reports within Shoretel.

Cons: Lots of information to learn before the program is useful.

Recommendations to other buyers: Read Shoretel manual when trying to create new reports to show the data you need.

Meets the Expectation

Nov 28, 2016
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Comments: In our experience with ShoreTel sky, it "works" but it's not something life changing.

Pros: Click to dial is great, and transcribed voicemails are great.

Cons: Sometimes the call duration doesn't log, or the call record gets wiped out. The 200 limit for voicemails is a little annoying.

Shoretel Sky - Just 'OK'

Nov 28, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Comments: I've been using this product for approximately 3 years now. It's relatively user friendly, but isn't 100% reliable which is why I scored it low. I find that more often than not, my calls are not logged, which is a bummer. When it's working correctly, its great!

Pros: relative ease of use

Cons: call dropping missing calls dial out not working properly

Easy to use

Nov 24, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Comments: I think this product is very easy to use and saves me a lot of time in my day to day work. There is some bugginess with call notes getting erased occasionally but I think that overall it is a great program.

Pros: Easy to use and allows you to take notes directly in Salesforce.

Cons: Somewhat finicky. Deletes notes and doesn't assign calls correctly occasionally.

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.

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
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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

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

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.

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.

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
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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.

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.

ShoreTel Review

May 24, 2016
5/5
Overall
4.5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: The ShoreTel phone system is very Easy to use, set up, and build on

Cons: There are some things missing in the cloud product. Particularly some features that have to do with OUTBOUND CALL CENTER applications.

Recommendations to other buyers: ShoreTel is a great product for the SMB market and I highly reccommend it.

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.

Shore Tel Makes Remote Work Easy

Dec 01, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: The Shore Tel Sky Cloud phone system is fantastic for someone who is a remote worker. I work in NJ while the office is in Houston, and I never miss a call! It's convenient, easy to use and helps me manage my call volume and messages. Their soft phone app is a great tool as well.

Pros: Ease of use, convenience and reliability.

Cons: I always harp about wanting transcribed voicemails, but that may actually be in the works, not sure!

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.

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.

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
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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.

ShoreTel Sky review from a medium sized business

Apr 02, 2015
4/5
Overall

Comments: I have deployed ShoreTel Sky to 15 of our branches and setup was simple and smooth the whole way. They assign you are project manager that helps you with everything from configuration to recording auto attendant greetings. There have been some hiccups with call quality but that is usually due to our network and not ShoreTel.

Pros: Easy setup, competitive pricing.

Cons: Call quality issues due network issues,

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
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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.

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
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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 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
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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.

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.

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
Likely

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.

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
Likely

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 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.

Simple effective system

Jan 02, 2015
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: The software is easy to use and is not cluttered up. Everything on one screen is easy on eyes.

Cons: I would like to see a list/details of the calls received.

Recommendations to other buyers: I have no particular recommendations for evaluating.

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
Likely
Extremely
Likely

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.

ShoreTel Sky Review

Oct 30, 2014
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: I like that I am able to use the same functions and much more without touching the actual phone.

Cons: I am not able to disable the function of pressing enter to answer phone calls when not needed.

Recommendations to other buyers: There should be a short key enabling function. I would like to enable or disable certain key strokes while the product is in use.

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
Likely
Extremely
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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!

Perfect Products!

Oct 23, 2014
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
Likely

Pros: I like how easy the products are to use. They give great data too.

Cons: I have not come across anything that I don't like about ShoreTel. Their products are great and easy to use.

Recommendations to other buyers: Look through what they have and try different ShoreTel products. There is so much to learn from them.

Easy to Learn

Oct 17, 2014
5/5
Overall
4 / 5
Ease of Use
4.5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I like the quick navigation to everything from transferring calls to the park function.

Cons: I dislike the old look it has to it. It needs to be more modern.

Recommendations to other buyers: Think of only the aspects you deal with when it comes to the system.

ShoreTel with a Cisco IP phone 7965.

Oct 16, 2014
4/5
Overall
1.5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 3.0/10 Not
Likely
Extremely
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Pros: Having the ability to save and edit contacts is really helpful and saves me time looking them up in a book.

Cons: If the internet goes down, so does the phone. If the phone is down, customers can't call in.

Recommendations to other buyers: There's nothing that I can think of at this time.

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
Likely
Extremely
Likely

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.

Please fix sound quality

Oct 16, 2014
1/5
Overall
2 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
Likelihood to Recommend: 3.0/10 Not
Likely
Extremely
Likely

Pros: Being able to dial from the computer is a nice feature. Also, being able to view incoming calls is nice.

Cons: The sound quality on incoming calls is terrible. I cannot understand most customers that are on cell phones.

Recommendations to other buyers: Please fix sound quality. This system makes my job very difficult.

ShoreTel Questions

Oct 16, 2014
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: This program allows us to call between branches with ease.

Cons: If the internet goes down you have no phone. You may need backups, like cell phones.

Recommendations to other buyers: Make sure you have reliable internet before you set this up.

Terrible phones

Oct 16, 2014
1/5
Overall
1.5 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
Likelihood to Recommend: 1.0/10 Not
Likely
Extremely
Likely

Pros: I do not like this product at all.

Cons: The sound quality is bad. It drops call. I cannot understand callers. The phone system shuts down. Saved numbers do not stay saved. Customer support is terrible.

Recommendations to other buyers: Do not use this product. Find something else.

Great Customer Service

Sep 12, 2014
5/5
Overall
4.5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: ShoreTel Sky is reliable, and when we do have a problem, we don't have to wait on the phone longer than a minute or two before we are talking to a real person who can either fix the problem or give us an estimate of how long it will take.

Cons: I can't think of anything that I dislike about the service that I wouldn't find anywhere else.

Recommendations to other buyers: Don't just take my word for it. Check out other vendors and compare their services and prices to ShoreTel. I'm sure you'll find that for the price, ShoreTel offers the best national service available.

a VoIP Champion

Sep 12, 2014
5/5
Overall

Comments: We've been using ShoreTelSky since its inception. They have always focused on providing a quality service and excellent customer service. When problems arise, they are always willing to share what information they have on the problem and are quick to resolve the issues as they arise.

Pros: Excellent customer service, good quality of product.

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
Likely
Extremely
Likely

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.

ShoreTel A+ Experience

Sep 05, 2014
5/5
Overall
4.5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: This product allows me to be flexible when going in and out of the office. In addition, I am able to communicate clearly and forward calls to my co-workers.

Cons: Remembering to press connect after transferring calls.

Recommendations to other buyers: Make sure to read the manual and use professionalism with the messaging system.

Great tool to make calls and monitor calls using Phone Assistant

Sep 04, 2014
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Call routing is easy. It helped with monitoring the calls that I am on or the ones that are incoming. It's easy to conference up to 6 lines in one call.

Cons: The thing I least like about this product is the fact that every time Java releases an update, the app seems to crash. You have to remove the old Phone Assistant app and reinstall it.

Recommendations to other buyers: You can customize Phone Assistant's interface. You can create a watch list, which gives you easier access to the individuals that you talk to the most.

Satisfied End User

Sep 04, 2014
4/5
Overall
3.5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: I like the quick response and availability of the phone assistant. It integrates well into the existing infrastructure.

Cons: The VoIP service lacks stability occasionally. I'm unable to right-click to paste into the phone assistant.

Recommendations to other buyers: Use the software in your day-to-day operations, and see if it accommodates your workflow.

Good Product

Sep 04, 2014
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: I like the call clarity and the many features it provides. The phone's layout is easy to learn, and everything is right at your fingertips.

Cons: The lackluster GUI could use a little more animated interface to provide more of a fun experience.

Recommendations to other buyers: Make sure you have used this product in general to evaluate.

Great Product

Sep 03, 2014
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I like that we can have access from home when needed. It has many different functions.

Cons: Sometimes, it reconfigures during the day, causing us to lose phone calls.

Recommendations to other buyers: I really don't have any other recommendations for others.

This software is extremely helpful and user-friendly.

Sep 03, 2014
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Every function is clearly listed and simple to use. I don't have to read a manual to walk me through any of the features.

Cons: I have not had any issues with this product and would highly recommend it.

Recommendations to other buyers: This software is a great tool for businesses to monitor call logs and track individual production.

So far, I haven't had any issues with it.

Sep 02, 2014
5/5
Overall
4.5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I like the ease of use. It's pretty self-explanatory and simple.

Cons: So far, I like everything about it. I have nothing to complain about.

Recommendations to other buyers: It would be nice to personalize a little more per user.

Convenient and easy to use

Sep 02, 2014
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I like the ability to receive messages via email, which means I can access from my phone or laptop anywhere. I also like the online call tracking, the online account management per user, and the easy-to-use phone line.

Cons: The initial training was convoluted for such an intuitive product. The training caused an unnecessary Q&A session.

Recommendations to other buyers: Do your due diligence, and if you find a product that has a feature not offered by ShoreTel, check to see if it is available through ShoreTel.

Easy to Use / Easy to Integrate

Aug 27, 2014
5/5
Overall
4.5 / 5
Ease of Use
4 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: They are easy to do business with. They are quick to respond to technical issues. The billing is easy, and their CSRs respond quickly.

Cons: There's nothing I don't like. I really do like this product and all its features.

Recommendations to other buyers: Make sure you know exactly what you need so you do not buy more than necessary.

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.

Very productive product

Aug 21, 2014
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
Likely

Pros: The best thing about this product is that I can receive all my messages wherever I am. It is very important that I receive all my voice messages that I miss wherever I am so I can fill orders for our clients.

Cons: There is nothing about this product that I don't like. It is very convenient.

Recommendations to other buyers: If your calls are very important, like mine, this is a handy product. It will send you a voice message and email you a message of all the calls you miss so you don't miss anything.

Love it! Very easy and user-friendly. Lots of useful reporting also.

Aug 21, 2014
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
Likely

Pros: I like the reporting and functions you can use when you are away from your phone.

Cons: The phone shuts off for upgrading. It restarts quickly, though.

Recommendations to other buyers: Check out the options available for your message, as well as reporting for calls answered, outbound calls made, etc.

ShoreTel review

Aug 21, 2014
3/5
Overall
3 / 5
Ease of Use
3.5 / 5
Features & Functionality
2.5 / 5
Customer Support
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: I like the features of knowing who tried to contact you when you're not in the office. I also like the multi-functions of placing someone on hold while you speak to another.

Cons: I don't like the lengthy period it takes to log in.

Recommendations to other buyers: You must have the program to understand the features of it.

A recruiter's perspective

Aug 21, 2014
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
Likely

Pros: It's very easy to use and has great options.

Cons: It takes awhile to boot up if you lose power. I have not had any other issues on my side.

Recommendations to other buyers: If you have any issues, make sure you use your troubleshooting notes.

I love it.

Aug 21, 2014
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
Likely

Pros: I like being able to check my voicemail from my computer.

Cons: I don't have any complaints. Everything is great. I like it.

Recommendations to other buyers: I don't have any recommendations at this time.

For the most part, they are pretty reliable

Aug 21, 2014
5/5
Overall
4.5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: The phone training was well put together.

Cons: Since it's internet based, the phones go down anytime we have internet issues.

Recommendations to other buyers: Not sure what recommendations other than making the phones don't go down when the internet goes down. There are times where they will shut off and the internet works as well.

The phones have been okay.

Aug 21, 2014
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: I like the fact that voicemails come to my email and that if I need to, I can use the phone from home.

Cons: We have had several problems with the routing of the calls coming disconnected over the weekends.

Recommendations to other buyers: Try it out before you buy it. Make sure you understand the website.

ShoreTel is great way for me to keep up with voicemails.

Aug 21, 2014
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
Likely

Pros: It emails you when you have a voicemail, and you can delete and go back to look at messages online rather than going through your phone one by one.

Cons: The phone routing doesn't always work properly.

Recommendations to other buyers: I don't have any recommendations for others evaluating software.

SPM/On Site Manager

Aug 21, 2014
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
Likely

Pros: I am able to receive my voice mails to my email when away from the office. I also like that I am able to forward my calls to my mobile phone and/or log in to any M5 phones.

Cons: The text messages are not clear. When they leave me messages via text, they don't make sense, or they aren't correct.

Recommendations to other buyers: I haven't worked with or used anything else besides ShoreTel software.

Use everyday

Aug 20, 2014
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I like everything about it. It is so helpful.

Cons: The only thing I don't like is not being able to use it for everything! I think that if more people are able to use it, it will be more widely known as a good product to use.

Recommendations to other buyers: Use the product, and learn more about the what is offered. You will be able to see that it will make things much easier.

Chitty Chat Chat

Aug 20, 2014
4/5
Overall
3.5 / 5
Ease of Use
3.5 / 5
Features & Functionality
2.5 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: I like the ability to receive voicemails in my email.

Cons: The phones reset too much, and the speakers for hands-free could be better.

Recommendations to other buyers: I have not had to evaluate a product like this before.

Great tool. I use it daily.

Aug 20, 2014
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I think it is a useful tool and very easy to use. I use the product daily for conference calls and speaking to candidates and clients. I couldn't do my job without it. I honestly do not use all of the functions, but I love the ones I do use daily.

Cons: I really do not have anything negative to say about it.

Recommendations to other buyers: If your job requires you to be on the phone constantly and have conferences and more, this is a great product for you.

ShoreTel review

Aug 20, 2014
4/5
Overall
4 / 5
Ease of Use
3.5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I can always get my voicemail.

Cons: The talk to text is not always clear.

Recommendations to other buyers: I don't have any recommendations for others.

Utilization Manager

Aug 20, 2014
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
Likely

Pros: It's very easy to use and navigate.

Cons: I don't have any complaints with their products or the phone itself.

Recommendations to other buyers: If there is something in particular that you have questions about, I know that the customer support group can help you.

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
Likely
Extremely
Likely

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.

My opinion of ShoreTel

Aug 15, 2014
4/5
Overall
3.5 / 5
Ease of Use
4 / 5
Features & Functionality
3.5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: It's a good system, and I am getting more used to it daily.

Cons: I just needed more training, and I am happy with what it does.

Recommendations to other buyers: The software is fine the way it is, but hands-on training is better for me.

Good system, but it needs a solid internet connection.

Aug 14, 2014
5/5
Overall
4 / 5
Ease of Use
4.5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: The web interface and the customer service are excellent.

Cons: You have to have a solid internet connection. If you are dropping packets, you will drop calls, even if it's just a split second drop.

Recommendations to other buyers: Have a dedicated internet line just for phones and make sure the speed is adequate.

I use ShoreTel everyday to transfer calls coming into the main branch.

Aug 13, 2014
4/5
Overall
3 / 5
Ease of Use
3.5 / 5
Features & Functionality
3.5 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: I like being able to see who is currently on the phone; this helps me direct calls quickly for parts and service.

Cons: I dislike that I cannot forward calls from a mobile phone. This would help me transfer calls to the right extension that were accidentally sent to me.

Recommendations to other buyers: I would suggest an update showing each person in each branch, instead of having to manually adding each extension.

ShoreTel Review

Aug 13, 2014
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
3.5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: It's easy to learn, easy to set up, and very user-friendly. Training takes no time, and I like the messaging system. Having the phone list on a computer screen helps to see who is on a call and who is on DND mode.

Cons: When the internet goes down, we have no phones. I don't know the vendor very well.

Recommendations to other buyers: Give it a try. You will love it, especially if you have multiple locations and several employees.

Pretty Good System

Aug 13, 2014
5/5
Overall
5 / 5
Ease of Use
3.5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: I really like the fact that you can use the screen on the computer to see if someone is on the phone or not and, if so, who they are speaking with.

Cons: I hate the fact that it goes through the internet, because if your internet goes out, you lose your phone, or if your phones goes out, you lose your other programs.

Recommendations to other buyers: It's great for people not needing the paging system. Not everyone can hear the page.

Phones RECO

Aug 13, 2014
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
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Pros: It is very user-friendly.

Cons: There's nothing I don't like. It has worked well for us in the application we are using.

Recommendations to other buyers: It works a lot like a cell phone, which every customer should be used to.

ShoreTel review

Aug 13, 2014
4/5
Overall
4 / 5
Ease of Use
3.5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: Whenever I need help, the ShoreTel team is fast, efficient, and friendly.

Cons: I think the Phone Assistant software could use an update, so that it's supported by newer versions of Java. The portal interface could be a little more user-friendly.

Recommendations to other buyers: Read forums, and ask questions of peers who have used similar products.

ShoreTel review

Aug 13, 2014
5/5
Overall
4.5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: It's easy to use and easy to transfer throughout our branches. The product always works; we never have issues with it.

Cons: I really have had no issues with this product. The phone system has worked great and has been fully functional since we have installed it.

Recommendations to other buyers: It takes a little while to get used to, but once you learn it, it makes the job easier.

Use daily at work

Aug 12, 2014
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3.5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I like the ease of operation. Other than transferring calls, which takes a little getting used to, everything is good.

Cons: When transferring calls, I forget to hit connect before hanging up. It gets better the more you use it.

Recommendations to other buyers: Learn the features, and use the system to become familiar with all of the functions.

ShoreTel Sky is great!

Aug 11, 2014
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: They are always reachable.

Cons: All of my experiences with ShoreTel have been good.

Recommendations to other buyers: The voicemail system is great! Messages come through fast and very clear.

ShoreTel Product Review

Aug 07, 2014
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
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Pros: The website is easy to use, and I like the portability of the phone system.

Cons: I can't setup multiple voicemail messages that can be activated when needed.

Recommendations to other buyers: This product is easy to use and has minimal issues with service failure. It would be an asset to any company.

ShoreTel Sky

Aug 07, 2014
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
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Pros: The cloud-hosted phone system has improved reliability. With many agents working from home, we needed a solution that was easy to implement and could record calls.

Cons: The Salesforce integration needs some work, but it's pretty good. They recently acquired M5, and the transition of the two companies into one company has been challenging. You have to log into one website to log in and out of the queue, and you have to log into a different website to see call statistics and listen to recordings.

Recommendations to other buyers: Be sure to understand all your requirements before researching vendors.

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.

I love this product.

Aug 07, 2014
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: It's convenient to access the portal and make changes from anywhere.

Cons: I would like to be able to hook my phone up to my computer so I can dial out directly from the computer.

Recommendations to other buyers: I think it is a great product. It's very easy to use and learn.

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
Likely
Extremely
Likely

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.

The product is great, and I use it every single day.

Aug 05, 2014
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
Likely

Pros: The product is very reliable, and when I do seem to have an issue, I can call and have it fixed in a timely manner.

Cons: The only reservation I have would be that sometimes when my M5 is routed to my cell it, doesn't work properly. However, that has only happened once or twice.

Recommendations to other buyers: I do not have any recommendations to others evaluating this software.

M5 Work Phone

Aug 05, 2014
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
Likely

Pros: I am able to dial using my computer, as well as forward calls online.

Cons: It totally relies on the internet to work. When the internet is down, the phone does not work.

Recommendations to other buyers: I don't have any recommendations for others evaluating software.