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

53 Reviews of ShoreTel Sky

 

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.

 

from ProDrivers
Specialty: Transportation
Size of portfolio: 1,000+ Phones Portfolio size: 1,000+ Phones

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

Ease-of-use

All you have to do is log in, and it isn't hard to find where you're going.

Functionality

The voicemails and call routing meet my needs.

Product Quality

It is easy to navigate and use.

Customer Support

I haven't had to use customer support.

Likes Best

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.

Likes Least

The phone routing doesn't always work properly.

Recommendations

I don't have any recommendations for others evaluating software.

 

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

SPM/On Site Manager

Ease-of-use

It's very easy to use, and it's great!

Functionality

It does everything that needs to be done, especially when I am away from my office.

Product Quality

It's a great software product to service our needs.

Customer Support

There are times that I am unable to use the phone due to being connected to internet service.

Likes Best

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.

Likes Least

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

Recommendations

I haven't worked with or used anything else besides ShoreTel software.

 

from GE Oil & Gas
Specialty: Other
Size of portfolio: 1 Phone Portfolio size: 1 Phone

Use everyday

Ease-of-use

It it really easy. You can learn the way it operates as fast you can learn how to brush your teeth.

Functionality

It meets my needs in all ways possible and then some.

Product Quality

The product is top quality and gives you more than what you would expect.

Customer Support

The customer support is very knowledgeable. They can answer all your concerns and then give you additional information.

Likes Best

I like everything about it. It is so helpful.

Likes Least

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

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

 

from ResourceMFG / Employbridge
Specialty: Professional Services
Size of portfolio: 50 to 99 Phones Portfolio size: 50 to 99 Phones

Chitty Chat Chat

Ease-of-use

Most information is at your fingertips with web access.

Functionality

My work is very mobile, and this allows flexibility in my work location.

Product Quality

The software is fine. The Cisco IP 7961 could be a little better.

Customer Support

I have not had to use their customer support before.

Likes Best

I like the ability to receive voicemails in my email.

Likes Least

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

Recommendations

I have not had to evaluate a product like this before.

 

from Resourcemfg
Specialty: Manufacturing
Size of portfolio: 5 to 9 Phones Portfolio size: 5 to 9 Phones

Great tool. I use it daily.

Ease-of-use

It has a lot of functions. They aren't hard; they just take a while to learn.

Functionality

It meets all my needs. I am on the phone constantly and could not work with out this too.

Product Quality

It's a great product that helps me do my job every day.

Customer Support

I have never had to use their customer support.

Likes Best

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.

Likes Least

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

Recommendations

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

 

from Prologistix
Specialty: Contact Center
Size of portfolio: 20 to 49 Phones Portfolio size: 20 to 49 Phones

ShoreTel review

Ease-of-use

It's very easy to use and user-friendly.

Functionality

It meets almost all of my needs.

Product Quality

The dictation side needs improvement.

Customer Support

Their customer support is good.

Likes Best

I can always get my voicemail.

Likes Least

The talk to text is not always clear.

Recommendations

I don't have any recommendations for others.

 

from ProDrivers
Specialty: Finance
Size of portfolio: 50 to 99 Phones Portfolio size: 50 to 99 Phones

Utilization Manager

Ease-of-use

I think it is easy to use. I like using a headset, and this phone works well with that.

Functionality

Again, it is very easy to use each of the settings and functions.

Product Quality

I like the design and ease of the services provided with the phone.

Customer Support

I have not had to request any assistance from their customer support group.

Likes Best

It's very easy to use and navigate.

Likes Least

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

Recommendations

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

 

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

ShoreTel is moving upward in service and support

Ease-of-use

It's very intuitive and easy to use the products and features. It has functionality that allows us to use our phones from almost any Internet connection; reporting and administration are really sharp. Setup was not difficult at all. There are a number of options that can be tailored to suit your install, and we can easily administer users.

Functionality

It's a strong 8 out of 10 here. We use a mix of ShoreTel functionality within our business. Their Java-based Phone Assistant is one of our company staples. There are many more features that we will probably grow into as well. Managing via the web is very user-friendly and saves us time and money.

Product Quality

It has very good call quality, along with product satisfaction. Although I have not been able to test actual ShoreTel branded phones, the brand that we are using (Cisco) works flawlessly on their network.

Customer Support

One of the strongest points for ShoreTel is customer support. I have consistently received great support, followup, and service from a number of different reps. The call center (at least to my knowledge) does not route overseas.

Likes Best

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.

Likes Least

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

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.

 

from Reco Equipment, Inc.
Specialty: Other
Size of portfolio: 100 to 999 Phones Portfolio size: 100 to 999 Phones

My opinion of ShoreTel

Ease-of-use

It was tough at first just because it was new to me. It's much better now that we have had it for a while.

Functionality

It is doing well. I'm sure there is more I can do; it's just a matter of realizing the capabilities.

Product Quality

It is useful to transfer between branches, and that was never an option.

Customer Support

I don't talk to customer support. We have an IT guy for that.

Likes Best

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

Likes Least

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

Recommendations

The software is fine the way it is, but hands-on training is better for me.

 

from RECO Equipment
Specialty: Other
Size of portfolio: 100 to 999 Phones Portfolio size: 100 to 999 Phones

Good system, but it needs a solid internet connection.

Ease-of-use

The web interface is very user-friendly; the phone isn't as much.

Functionality

It does what I would like, and we can transfer calls across country with no interruption for the customer.

Product Quality

I think it is well-designed, but if they are going to use a platform like Java for the application, they should make sure they stay on top of the new releases better.

Customer Support

They are always very prompt with call backs and tickets created.

Likes Best

The web interface and the customer service are excellent.

Likes Least

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

Have a dedicated internet line just for phones and make sure the speed is adequate.

 

from Reco Equipment
Specialty: Professional Services
Size of portfolio: 15 to 19 Phones Portfolio size: 15 to 19 Phones

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

Ease-of-use

It is easy to use if you have multiple computer screens.

Functionality

I am able to quickly and efficiently see who is on the phone and who is available.

Product Quality

It is professional and functional. I like that I can see the number of who is calling before I answer. It helps me screen calls.

Customer Support

I have never used the customer support because I've never had a reason to.

Likes Best

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

Likes Least

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

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

 
 
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