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

70 Reviews of ShoreTel Sky

 

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

Easy to Learn

Ease-of-use

It's very simple to use. I learned it within the first few days.

Functionality

I spend a good part of my day on the phone, so being able to jump lines quickly helps.

Product Quality

I like the product itself, but the way everything looks seems a little outdated.

Customer Support

Customer Support seems good. Any questions I have are answered.

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
Size of portfolio: 15 to 19 Phones Portfolio size: 15 to 19 Phones

ShoreTel with a Cisco IP phone 7965.

Ease-of-use

It takes a while to learn all the menus and what is where under them.

Functionality

It functions perfectly for my needs, which are talking to people.

Product Quality

The product quality seems fine to me.

Customer Support

I really have no idea. When I have a problem, I call my IT, and they call someone.

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
Size of portfolio: 1 Phone Portfolio size: 1 Phone

Satisfied with system

Ease-of-use

Everything is labeled well, and it is very intuitive to find what I'm looking to do.

Functionality

No complaints on that; it is pretty straightforward.

Product Quality

It has seemed to hold up well, and the display screen is of high quality.

Customer Support

I'm assuming they are helpful, but I have no personal experience with customer support.

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

Please fix sound quality

Ease-of-use

There are too many options on the main menu.

Functionality

I can't understand most incoming callers.

Product Quality

They really need to fix the incoming sound quality.

Customer Support

There's no support.

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
Size of portfolio: 100 to 999 Phones Portfolio size: 100 to 999 Phones

ShoreTel Questions

Ease-of-use

Everything is self-explanatory. You can use the computer or the phone to do everything you need to.

Functionality

It meets our needs except when the internet goes down.

Product Quality

The quality seems to be good.

Customer Support

I have only used this once, and the problem was fixed quickly.

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

Terrible phones

Ease-of-use

Trying to pick up a call when the phone is ringing sometimes picks up the wrong line.

Functionality

This system is terrible, and customer support doesn't help me.

Product Quality

See comments in the other responses.

Customer Support

No one wants to help when I call with problems. We are constantly ignored.

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
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.

 
 
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