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.

 

Supported Operating System(s):
Windows 8, Windows 7, Web browser (OS agnostic), Mac OS

64 Reviews of ShoreTel Sky

 

from Chesbro Music Company
Specialty: Retail
Size of portfolio: 20 to 49 Phones Portfolio size: 20 to 49 Phones

Great Customer Service

Ease-of-use

The UI is very intuitive and user-friendly. Changing the call flow settings is the best addition to the service.

Functionality

For our company's needs, ShoreTel meets them head on without missing a beat. They're used to dealing with much larger companies than ours.

Product Quality

In my opinion, switching over to the redundant data center could be more seamless and faster in the event of an outage.

Customer Support

The customer support staff is, without question, one of the best available.

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
Size of portfolio: 50 to 99 Phones Portfolio size: 50 to 99 Phones

Great product and amazing support

Ease-of-use

It has a very simple layout. All of the options are defined in good detail and in a simple language.

Functionality

I would say the product meets almost all of our needs. We can't ask for much more from a product that everyone in our company loves to use.

Product Quality

I think that this product is of a great quality and it is definitely something that any size company can benefit from large or small.

Customer Support

From what I hear from out IT Manager, the customer support is great. It is easy to use and the customer support employees are very knowledgeable and friendly.

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
Size of portfolio: 5 to 9 Phones Portfolio size: 5 to 9 Phones

ShoreTel A+ Experience

Ease-of-use

The system is easy because I followed the directions and made sure that I processed each call, transfer, etc. correctly.

Functionality

I can save important numbers, and if the call is missed, I can get email confirmations for follow-up.

Product Quality

The system was designed to help industries that are busy and not always present in the office.

Customer Support

I have not had to contact support, but if the representative is as awesome as this system, then I am sure the service is great.

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.

 

from UMG
Specialty: Manufacturing
Size of portfolio: 100 to 999 Phones Portfolio size: 100 to 999 Phones

Great tool to make calls and monitor calls using Phone Assistant

Ease-of-use

The reason I give it such a high rating is because the software is very user-friendly. It's very easy to use.

Functionality

The functionality of the software meets my needs well. I use it very often. I monitor incoming calls. I also like that I can conference multiple calls so easily.

Product Quality

The quality of the product is good. It works well, and it makes my job easier.

Customer Support

Customer service is a well-rounded team. They are very successful with assisting in any issues that may be brought up.

Likes Best

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.

Likes Least

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

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.

 

from UMG
Specialty: Manufacturing
Size of portfolio: 100 to 999 Phones Portfolio size: 100 to 999 Phones

Satisfied End User

Ease-of-use

You just pick up the phone and dial. The phone assistant application is a fairly simple GUI.

Functionality

Using the phone assistant to route calls is quite simple.

Product Quality

The GUI of the phone assistant could be improved. It is missing some simple right-click functionality.

Customer Support

If the service goes down, they are responsive and ready to assist.

Likes Best

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

Likes Least

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

Recommendations

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

 

from UMG/DEL Medical
Specialty: Manufacturing
Size of portfolio: 50 to 99 Phones Portfolio size: 50 to 99 Phones

Good Product

Ease-of-use

Despite the lackluster GUI, its button layout and features are easy and not hard to use.

Functionality

For the most part, this product meets our needs and satisfies,

Product Quality

I think this product is great because ShoreTel listens to feedback and applies it to updates.

Customer Support

Nothing is perfect, but if ShoreTel keeps doing feedback/review and listening to their customers, then they will always win.

Likes Best

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.

Likes Least

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

Recommendations

Make sure you have used this product in general to evaluate.

 

from ResourceMFG
Specialty: Manufacturing
Size of portfolio: 2 to 4 Phones Portfolio size: 2 to 4 Phones

Great Product

Ease-of-use

It's very easy to use and operate this system. There are a lot of options.

Functionality

It's very functional at home and at work.

Product Quality

The product is really good. I don't have any complaints about the quality.

Customer Support

I have no complaints about customer support. I have not had any issues where I have needed assistance.

Likes Best

I like that we can access the software from home when needed. I also like the variety of functions.

Likes Least

Sometimes the software reconfigures during the day. As a result, we lose phone calls.

Recommendations

I really don't have any other recommendations for others.

 

from ResourceMFG
Specialty: Manufacturing
Size of portfolio: 2 to 4 Phones Portfolio size: 2 to 4 Phones

Great Product

Ease-of-use

It's very easy to use and operate this system. There are lots of options.

Functionality

It's very functional at work, as well if the need arises to work from home.

Product Quality

The product is really good. I don't have any complaints about the quality of this product.

Customer Support

I have no complaints about customer support. I have not had any issues where I have needed assistance.

Likes Best

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

Likes Least

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

Recommendations

I really don't have any other recommendations for others.

 

from ResourceMFG - Charlotte, NC
Specialty: Manufacturing
Size of portfolio: 10 to 14 Phones Portfolio size: 10 to 14 Phones

This software is extremely helpful and user-friendly.

Ease-of-use

All features are clearly labeled with simple steps. It's a piece of cake.

Functionality

The reports are awesome and give me the details I need to manage my desk daily. It allows me to set personal goals and share with my team.

Product Quality

The quality is outstanding. We have never experienced any downtime, and reporting is very accurate.

Customer Support

I've never had an issue, but I'm sure it is above average.

Likes Best

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.

Likes Least

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

Recommendations

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

 

from ProDrivers
Specialty: Transportation
Size of portfolio: 5 to 9 Phones Portfolio size: 5 to 9 Phones

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

Ease-of-use

It is very straightforward and has no confusing instructions on how to use.

Functionality

It has what I need, which works well with what we need in our industry.

Product Quality

The quality I say would is great, but I haven't ever used anything else, so I have nothing to compare it to.

Customer Support

I've never had to use this vendor's customer support.

Likes Best

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

Likes Least

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

Recommendations

It would be nice to personalize a little more per user.

 

from ProLogistix / EmployBridge
Specialty: Other
Size of portfolio: 100 to 999 Phones Portfolio size: 100 to 999 Phones

Convenient and easy to use

Ease-of-use

The programming is very intuitive. It's so easy to use that it really does not require much training.

Functionality

It's awesome for our needs. I would like to see more texting features in the future.

Product Quality

It meets 100% of our needs consistently. I do not recall any downtime or glitches.

Customer Support

They are mostly very friendly and helpful.

Likes Best

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.

Likes Least

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

Recommendations

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.

 

from HBF
Specialty: Retail
Size of portfolio: 20 to 49 Phones Portfolio size: 20 to 49 Phones

Easy to Use / Easy to Integrate

Ease-of-use

It was so easy that even our most senior employees got the hang of it quite quickly!

Functionality

The only thing I want is to have the voicemails transcribed for free!

Product Quality

This is a great quality product with so many functions, and it is versatile to meet any need.

Customer Support

The CSRs are great, and they respond quickly to any concerns or issues!

Likes Best

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

Likes Least

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

Recommendations

Make sure you know exactly what you need so you do not buy more than necessary.

 

from UMG Del Medical
Specialty: Healthcare
Size of portfolio: 50 to 99 Phones Portfolio size: 50 to 99 Phones

ShoreTel Sky: great product and service!

Ease-of-use

The software is very user-friendly. Everything is laid out for you on the dashboard, so you don't have to go searching for the tools in the phone. You can handle all forms of communication and configurations right from your PC.

Functionality

ShoreTel Sky takes care of our business needs. It expedites the process of conducting business. Having separate ring groups and automatic call routing really helps our call center operate efficiently.

Product Quality

The quality of this product is great. The tools available make the VoIP experience a great one. The quality of service is spectacular.

Customer Support

Support is great. The response time is relatively quick. I have not experienced any trouble in this department. They are very flexible and take care of maintenance after hours.

Likes Best

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.

Likes Least

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

Recommendations

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.

 

from ProLogistix
Specialty: Professional Services
Size of portfolio: 20 to 49 Phones Portfolio size: 20 to 49 Phones

Very productive product

Ease-of-use

This product is very easy to use. As long as you know how to check your email and listen or read voice messages, you will have no problems.

Functionality

I never miss a phone call with this product. No matter where I am, I receive a message to my email with a brief voice message of the person trying to get ahold of me.

Product Quality

This is a very well-designed product for people that need to receive all their phone calls. If you work mainly with other people and rely on communication through telephone, this product is for you.

Customer Support

I have never had any issues that required me to call customer support.

Likes Best

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.

Likes Least

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

Recommendations

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.

 

from ResourceMFG
Specialty: Manufacturing
Size of portfolio: 100 to 999 Phones Portfolio size: 100 to 999 Phones

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

Ease-of-use

It's very user-friendly, and the available data is very useful.

Functionality

It meets my needs by being user-friendly.

Product Quality

The product quality is very good.

Customer Support

We receive great customer service from experienced operators!

Likes Best

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

Likes Least

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

Recommendations

Check out the options available for your message, as well as reporting for calls answered, outbound calls made, etc.

 

from Prodrivers
Specialty: Transportation
Size of portfolio: 10 to 14 Phones Portfolio size: 10 to 14 Phones

ShoreTel review

Ease-of-use

It's very easy to use. I've never had any issues with learning the functionality of the systems or the features being offered. It has been very user-friendly for us to use at any level.

Functionality

For what we have, the tracking functions are great and are set up for us to be able to use the features as needed for specific functions within the office. I have seen users at any level use the features to their benefit, no matter the function or reason. The system has been very easy to use.

Product Quality

Features are very well-thought-out for business usage.

Customer Support

I've never had to reach out to them for help. The system has been very easy to use without the need to contact anyone from their support center.

Likes Best

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.

Likes Least

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

Recommendations

You must have the program to understand the features of it.

 

from Prodrivers Carrollton
Specialty: Transportation
Size of portfolio: 5 to 9 Phones Portfolio size: 5 to 9 Phones

A recruiter's perspective

Ease-of-use

Transferring calls and checking all calls received is easy.

Functionality

It meets my needs as far as answering all lines in the office and putting calls on hold.

Product Quality

I wish it was a little sleeker; other than that, I find it very good.

Customer Support

They have always been able to fix and problem that our company has had, but we have not had very many.

Likes Best

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

Likes Least

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

Recommendations

If you have any issues, make sure you use your troubleshooting notes.

 

from Prologistix
Specialty: Professional Services
Size of portfolio: 5 to 9 Phones Portfolio size: 5 to 9 Phones

I love it.

Ease-of-use

We get the name and number of the caller, as well as their message.

Functionality

I don't have any complaints. It works great, and I like it.

Product Quality

It's a good product. I like it. It is very user-friendly.

Customer Support

I actually have not had to use customer support. Everything works so well that we don't have to deal with them.

Likes Best

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

Likes Least

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

Recommendations

I don't have any recommendations at this time.

 

from ProDrivers
Specialty: Transportation
Size of portfolio: 10 to 14 Phones Portfolio size: 10 to 14 Phones

For the most part, they are pretty reliable

Ease-of-use

It's very easy to use and user-friendly. It just has some connectivity issues.

Functionality

It's very functional and easy to use for multiline purposes.

Product Quality

The phone has not fallen apart, and I am very hard on it.

Customer Support

I have not used the customer support. Our company has a help desk we call into with issues.

Likes Best

The phone training was well put together.

Likes Least

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

Recommendations

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.

 

from EmployBridge
Specialty: Professional Services
Size of portfolio: 100 to 999 Phones Portfolio size: 100 to 999 Phones

The phones have been okay.

Ease-of-use

The website is not user-friendly when changing options on the phone.

Functionality

I would like for the phone to have an intercom option in the office.

Product Quality

I have had to change my phone out several times because the handset keeps going out.

Customer Support

We have to go through out IT Department to get to them.

Likes Best

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

Likes Least

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

Recommendations

Try it out before you buy it. Make sure you understand the website.

 
 
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