ShoreTel Sky Software


 

ShoreTel Sky is cloud-based communication solution focused around a hosted voice service. They built their phone system from the ground up, giving them more control and flexibility over their product. Because it’s hosted, users can rely on ShoreTel to configure and manage everything, resulting in increased call quality and reliability at a lower barrier to entry.

Easy to be up and running, ShoreTel Sky can be accessed from anywhere. The Call Conductor is at the core of their solution. It’s scalable, so it grows with any type of business. On their end, this assists the ShoreTel team in measuring call quality.

Named system administrators are able to manage user settings, set preferences, and monitor call activity. Having this information handy gives management another window into sales performance and service levels. ShoreTel Sky even offers an analytics package to really dig into call data.

Personal call management features allow users to configure a specific list of additional numbers where they can be reached, push calls to multiple lines at the same time, and identify different classes of calls. Barge and whisper capabilities are great for training purposes. ShoreTel Sky also comes with an auto attendant and phone assistant.

We really like the integration capabilities that seamlessly connect the system to existing applications for CRM, ERP, and applicant tracking. Calling efficiency and service are improved, and users save time duplicating call notes. 

Robust calling features make ShoreTel Sky a great option for companies to consider if they’re in the market for a convenient, flexible cloud-based business telephony solution.

 

ShoreTel Sky - Missed calls
 
  • ShoreTel Sky - Missed calls
    Missed calls
  • ShoreTel Sky - Flow chart
    Flow chart
  • ShoreTel Sky - Call routing
    Call routing
  • ShoreTel Sky - Usage log
    Usage log
Supported Operating System(s):
Windows 7, Mac OS, Web browser (OS agnostic), Windows 8

80 Reviews of ShoreTel Sky

Showing 1-20 of 80

 

from Bluffton university
Specialty: Residential / Home Phone Service
Number of employees: 1 Employee Employees number: 1 Employee

Shoretel is a product that should be looked at

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Likes Best

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 .

Likes Least

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

Recommendations

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

 

from PreCash
Specialty: Residential / Home Phone Service
Number of employees: 1 Employee Employees number: 1 Employee

Contact center solution that is easy to use.

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N/A

Likes Best

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.

Likes Least

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

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.

 

from Robison and Smith
Specialty: Professional Services
Number of employees: 101 to 1,000 employees Employees number: 101 to 1,000 employees

Easy cloud solution with great features

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Likes Best

The features like find me follow me and voicemail to email. Also they have great, fast support.

Likes Least

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

Recommendations

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

 

from CAHF
Specialty: Other
Number of employees: 20 to 50 employees Employees number: 20 to 50 employees

18 months in and we still like it

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Likes Best

Excellent support and call quality. There is virtually no difference between the old premise-based PBX and the hosted ShoreTel VoIP system.

Likes Least

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

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.

 

from Agent Support Group
Specialty: Insurance
Number of employees: 20 to 50 employees Employees number: 20 to 50 employees

Best vendow and the product in the VoIP market

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Likes Best

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.

Likes Least

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

Test them out and you will not be disappointed. It will save tons of money as well.

 

from Spark Industries
Specialty: Manufacturing
Number of employees: 20 to 50 employees Employees number: 20 to 50 employees

Shoretel Sky is a game changer

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Likes Best

It's easy to modify the phone and employees. It's easy to add and delete and move around depts.

Likes Least

ShoreTel mobility has issues, and we were never able to get it to work correctly.

Recommendations

Fix shoreTel mobility to work like my Cisco phone, and include it in every subscription, not an add on.

 

from Meridian Compensation
Specialty: Professional Services
Number of employees: 51 to 100 employees Employees number: 51 to 100 employees

Simple effective system

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Likes Best

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

Likes Least

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

Recommendations

I have no particular recommendations for evaluating.

 

from Reco
Specialty: Other
Number of employees: 20 to 50 employees Employees number: 20 to 50 employees

ShoreTel Review

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Likes Best

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.

Likes Least

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

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.

 

from All Medical
Specialty: Professional Services
Number of employees: 51 to 100 employees Employees number: 51 to 100 employees

ShoreTel Sky Review

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Likes Best

I like that I am able to use the same functions and much more without touching the actual phone.

Likes Least

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

Recommendations

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

 

from Reco Equipment INC
Specialty: Manufacturing
Number of employees: 1 Employee Employees number: 1 Employee

ShoreTel Review

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Likes Best

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.

Likes Least

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

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

 

from All Medical Personnel
Specialty: Healthcare
Number of employees: 101 to 1,000 employees Employees number: 101 to 1,000 employees

Perfect Products!

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Likes Best

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

Likes Least

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

Recommendations

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

 

from RECO Equipment, Inc.
Specialty: Other
Number of employees: 101 to 1,000 employees Employees number: 101 to 1,000 employees

Easy to Learn

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Likes Best

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

Likes Least

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

Recommendations

Think of only the aspects you deal with when it comes to the system.

 

from Reco Equipment
Specialty: Other
Number of employees: 15 to 19 employees Employees number: 15 to 19 employees

ShoreTel with a Cisco IP phone 7965.

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Likes Best

Having the ability to save and edit contacts is really helpful and saves me time looking them up in a book.

Likes Least

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

Recommendations

There's nothing that I can think of at this time.

 

from Bobcat
Specialty: Manufacturing
Number of employees: 1 Employee Employees number: 1 Employee

Satisfied with system

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Likes Best

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.


Likes Least

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

Recommendations

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

 

from Reco Equipment
Specialty: Education
Number of employees: 5 to 9 employees Employees number: 5 to 9 employees

Please fix sound quality

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Likes Best

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

Likes Least

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

Recommendations

Please fix sound quality. This system makes my job very difficult.

 

from Reco Equipment Inc.
Specialty: Retail
Number of employees: 101 to 1,000 employees Employees number: 101 to 1,000 employees

ShoreTel Questions

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Likes Best

This program allows us to call between branches with ease.

Likes Least

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

Recommendations

Make sure you have reliable internet before you set this up.

 

from Reco Equipment Inc.
Specialty: Manufacturing
Number of employees: 15 to 19 employees Employees number: 15 to 19 employees

Terrible phones

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Likes Best

I do not like this product at all.

Likes Least

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

Do not use this product. Find something else.

 

from Chesbro Music Company
Specialty: Retail
Number of employees: 20 to 50 employees Employees number: 20 to 50 employees

Great Customer Service

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Likes Best

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.

Likes Least

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

Recommendations

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.

 

from Del Medical
Specialty: Contact Center
Number of employees: 51 to 100 employees Employees number: 51 to 100 employees

Great product and amazing support

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Likes Best

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.

Likes Least

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

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.

 

from ProDrivers Houston
Specialty: Transportation
Number of employees: 5 to 9 employees Employees number: 5 to 9 employees

ShoreTel A+ Experience

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Likes Best

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.

Likes Least

Remembering to press connect after transferring calls.

Recommendations

Make sure to read the manual and use professionalism with the messaging system.

 
 
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