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, Web browser (OS agnostic)

12 Reviews of ShoreTel Sky

 

from All Medical Personnel
Specialty: Professional Services
Size of portfolio: 100 to 999 Phones Portfolio size: 100 to 999 Phones

Excellent Product and Love the Features

Ease-of-use

ShoreTel is easy to function. You are able to see everything digitally on your computer, and it's just one click away.

Functionality

All my needs are being meet. I'm able to see all my call usage, and that is a big part for my job.

Product Quality

Everything is just easy to function and it's very versatile.

Customer Support

ShoreTel is always ready to help if there is a problem.

Likes Best

It is easy to use, and there are a lot of features.

Likes Least

I have not come across anything I don't like. I have been impressed with the product ShoreTel has made.

Recommendations

Know what you need. ShoreTel has lot of options, so check around and see what your real needs are.

 

from All Medical Personnel
Specialty: Healthcare
Size of portfolio: 50 to 99 Phones Portfolio size: 50 to 99 Phones

Use every day

Ease-of-use

It's very self-explanatory, easy, and convenient to use; you can see all your calls on your phone or computer screen.

Functionality

I can reach my contacts all in one screen; everything is based in one functional area.

Product Quality

I think it is well-designed overall. It's very functional, self-explanatory, and convenient.

Customer Support

I never have to contact customer support; they detect issues when they arise.

Likes Best

Everything is convenient. You can answer your calls from your computer screen, put up voice mails and send them as emails, and log all your calls.

Likes Least

Because it is mainly used with the internet, sometimes the phones are down when the internet is down.

Recommendations

It's a great product. I use it everyday; it helps me to follow up with candidates, check my voice mails, and connect with co-workers across the country.

 

from ResourceMFG
Specialty: Professional Services
Size of portfolio: 1,000+ Phones Portfolio size: 1,000+ Phones

Great system for a multi-site work force

Ease-of-use

It's very easy to use this system, whether its the hardware or the website.

Functionality

It helps me stay connected with other company locations.

Product Quality

I have no problems with the quality of this product. It's very durable.

Customer Support

Excellent! All communications have been polite and successful.

Likes Best

Engagement with customers and dependability of the service.

Likes Least

I wish more software systems would partner with ShoreTel for one-click dialing.

Recommendations

Check your ATS software to see if it connects with ShoreTel.

 

from All Medical Personnel
Specialty: Professional Services
Size of portfolio: 50 to 99 Phones Portfolio size: 50 to 99 Phones

Awesome System!

Ease-of-use

It's the "one click and I've got what I'm looking for" approach.

Functionality

It does everything I need it to without question. I can search and view all my calls to determine my high volume days.

Product Quality

It hasn't failed me yet. Other products always have server issues, but not ShoreTel.

Customer Support

The usually response time is less than 24 hours. Exceptional!

Likes Best

It's easy to use and navigate around. Plus, you can track your calls/voicemails/volume.

Likes Least

The price, although for a large company, the price isn't that bad.

Recommendations

Try it before you buy it. Look around, and then notice how great this one is and buy it!

 

from On Center Software, Inc.
Specialty: Other
Size of portfolio: 50 to 99 Phones Portfolio size: 50 to 99 Phones

Excellent Product and Extremely Amazing Support

Ease-of-use

From a manager's perspective, some of the reporting options are a bit hard to figure out without assistance. Luckily ShoreTel Sky's support is only a phone call away. As far as the administration side, it doesn't get any easier. The system is very intuitive and easy to use/understand for administrators and agents/users.

Functionality

Everything about ShoreTel Sky is great: the ease of use, functionality, price, redundancy, etc.

Product Quality

The quality is amazing. The phone is crystal clear and doesn't require a ton of bandwidth.

Customer Support

I have never seen a better customer support team at any company I have dealt with in the past 20 years. They are simply amazing (fast, accurate, friendly, intuitive, educational).

Likes Best

The service is competitively priced, reliable, and flexible; it adds a whole new level to our mobile workers, but their support is by far the best I have seen.

Likes Least

I cannot think of anything I dislike about ShoreTel Sky. When a better way of doing things is discovered, ShoreTel Sky usually has it implemented or is in the process thereof before we can submit our idea to their Ideas portal.

Recommendations

Obviously, hosted cloud PBX systems are more expensive than just setting up a PBX onsite. Make sure to factor in the time you are saving not having to configure everything and the fact that you can take your phone service anywhere (built-in redundancy). There are many companies offering cloud phone solutions. Some require you to use their switches, some have very expensive long distance and incoming toll free prices. ShoreTel Sky allowed us to use our own switches ($15k saved) and offered a less expensive long distance/toll charge price than anyone we looked at ($3600 annually cheaper than the next competitor). You will also not find a better support team anywhere.

 

from All Medical Personnel
Specialty: Professional Services
Size of portfolio: 50 to 99 Phones Portfolio size: 50 to 99 Phones

Super Cool

Ease-of-use

It's a lot of one-click information. Click on what you need and you get what you want.

Functionality

It does everything I need it to: tracking calls/voicemails/volume.

Product Quality

Perfect. It's easy to use and gives you what you want. What else do you need?

Customer Support

They respond quickly and are there to help whenever you need it.

Likes Best

It's easy to use, which is very important. It contains a lot of data that can be exported, which is also very important.

Likes Least

The price, but it's a good price for what you get.

Recommendations

If you try it, you will want to buy it and use it all the time.

 

from All Med Staffing
Specialty: Healthcare
Size of portfolio: 50 to 99 Phones Portfolio size: 50 to 99 Phones

ShoreTel is a great tool to use for any business.

Ease-of-use

This isn't a complicated tool to use at all. It's very user-friendly.

Functionality

I would like to have the click-to-dial option available while in ShoreTel.

Product Quality

I like the design; it's very simple and user-friendly. Navigating the tool is very easy and user-friendly. Also, it is very easy to follow the graphs that are provided.

Customer Support

I have the option of looking and seeing how many missed calls I may have had. I can see the number of voicemails as well. That is a big help when you are busy and on the phone.

Likes Best

I like the data that is easily available for the user and the fact that this tool is so user-friendly.

Likes Least

There's no click-to-dial option for ShoreTel. I think this should be a standard option for this tool. it would make accessing the candidates a lot easier at that point.

Recommendations

If you aren't a user of this tool, then you should look at the demo before rating.

 

from RECO Equipment, Inc.
Specialty: Other
Size of portfolio: 50 to 99 Phones Portfolio size: 50 to 99 Phones

ShoreTel Sky user with a year of experience

Ease-of-use

ShoreTel Sky is very user-friendly. Of course, there was a learning curve going to a new system, but it was very intuitive.

Functionality

Our company has 11 locations using ShoreTel Sky, and it is very nice to be able to 4-digit dial anyone in the company with no long distance charges. You can transfer calls to the right person, whether it's to their extension or a cell phone.

Product Quality

The biggest problem I have had is with the power adapters that come with the phones. I have had several just quit working but called customer service and they shipped out a new one promptly.

Customer Support

Every time that I have contacted customer support, they have been very knowledgeable and addressed any problem quickly and professionally. I can't say enough good things about their support team.

Likes Best

The software is easy to use, and if you have any problems, their support team is very responsive.

Likes Least

Downtime was an issue in the past, but it seems they have gotten it fixed. We haven't had any problems in the last 6-8 months.

Recommendations

Make sure that you know your call flow setup before deployment. For example, who answers the original call, which phone(s) ring if there is no answer on the original phone in x amount of rings, etc. Make sure to test your network with ShoreTel's network test. It will identify any problems you may have with call quality before you go live.

 

from Net Claims Now
Specialty: Insurance
Size of portfolio: 20 to 49 Phones Portfolio size: 20 to 49 Phones

ShoreTel Defines Ease of Use, Customer Service, and Simplicity

Ease-of-use

ShoreTel is literally plug and play. It's very easy to use, and they use high quality phones (Cisco).

Functionality

It allows us to operate a largely remote workforce with zero connectivity issues.

Product Quality

Outstanding. They use high quality Cisco phones and have well built iOS apps.

Customer Support

The best support I have seen in the industry. You can call and get help or just hit the ? button on your phone to be connected directly to a team member.

Likes Best

I like the ease of use, quality of service, and outstanding customer support.

Likes Least

Nothing at this time. I have not encountered any downtime or support issues.

Recommendations

Take a real look at what kind of data bandwidth you will need. ShoreTel uses far less than most competitors, which allowed us to greatly cut back on that expense.

 

from Second Image
Specialty: Legal
Size of portfolio: 100 to 999 Phones Portfolio size: 100 to 999 Phones

Great product and support!

Ease-of-use

You can use their portal or call support. Either way, it is easy to accomplish any changes or new requests.

Functionality

Our call center managers really like the capability to monitor and manage call agents/queues.

Product Quality

We have not had any major issues with the service. Support notifies us of any issues.

Customer Support

Their support department is outstanding. Agents will stay on the phone with you to ensure that issues are resolved.

Likes Best

They have great service availability and monitoring. The customer support line is superb.

Likes Least

Reporting can be improved. However, we have access to all data.

Recommendations

Make sure to evaluate service disruptions and the quality of their support. ShoreTel has ranked highly for us in ensuring availability and great support.

 

from PitchBook Data
Specialty: Other
Size of portfolio: 50 to 99 Phones Portfolio size: 50 to 99 Phones

Managing VoIP in the ShoreTel Sky Portal is easy.

Ease-of-use

The portal is easy to navigate and use. We edit hunt groups frequently.

Functionality

I have not seen features from competitors that we would use.

Product Quality

Overall, we have not had many issues. You know it's a good product when it just works.

Customer Support

I'm very impressed with customer support and response times. Their support agents are well trained.

Likes Best

Most things can be done in the ShoreTel Sky portal quickly and easily. Call Activities and reports are easily generated, and call flow settings can be changed in real time, which is also nice. I have done a few demos with competitors, and ShoreTel Sky's portal comes out on top.

Likes Least

It would be nice to be able to edit barge groups from the portal.

Recommendations

Demo a few different products. Ask about turnaround time on support. ShoreTel Sky's support is amazing.

 

from On Center Software
Specialty: Professional Services
Size of portfolio: 50 to 99 Phones Portfolio size: 50 to 99 Phones

Use ShoreTel for remote and on-site communications at work.

Ease-of-use

The interface is simple and intuitive. The installation of the software and managing upgrades is also easy to handle.

Functionality

I am a remote worker, who only occasionally visits the company offices. ShoreTel's system makes it easy to manage my voice accounts even when working remotely.

Product Quality

It's just a well-thought-out and well-engineered product.

Customer Support

I've never had a single issue with the customer service reps.

Likes Best

I like the variety of features, the ease of use, and the ShoreTel community, which is incredibly supportive and dedicated.

Likes Least

At the moment, I don't have anything negative to say about the product.

Recommendations

Every case is unique. My recommendation is to make sure you know and are aware of what your real needs are, and if the solution doesn't fit, contact ShoreTel to see if there is a way to make it work.

 
 
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