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

114 Reviews of ShoreTel Sky

 
Software Advice Reviews (96)
More Reviews (18)

Showing 1-20 of 96

from APPFOLIO
Specialty: Other
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

Meets the Expectation

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N/A

In our experience with ShoreTel sky, it "works" but it's not something life changing.

Pros

Click to dial is great, and transcribed voicemails are great.

Cons

Sometimes the call duration doesn't log, or the call record gets wiped out. The 200 limit for voicemails is a little annoying.

 
 

from AppFolio Inc.
Specialty: Other
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

Shoretel Sky - Just 'OK'

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I've been using this product for approximately 3 years now. It's relatively user friendly, but isn't 100% reliable which is why I scored it low. I find that more often than not, my calls are not logged, which is a bummer. When it's working correctly, its great!

Pros

relative ease of use

Cons

call dropping
missing calls
dial out not working properly

 
 

from Gazos
Specialty: Other
Number of employees: 11-50 employees Employees number: 11-50 employees

Easy to use

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I think this product is very easy to use and saves me a lot of time in my day to day work. There is some bugginess with call notes getting erased occasionally but I think that overall it is a great program.

Pros

Easy to use and allows you to take notes directly in Salesforce.

Cons

Somewhat finicky. Deletes notes and doesn't assign calls correctly occasionally.

 
 

from AppFolio
Specialty: Other
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

Works but encounters a lot of problems with Salesforce integration

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I like the click to dial abilities and the auto call logging is nice when it works but it seems to have a lot of bugs. Many times it will delete call notes and lose calls. Seems very inconsistent.

Pros

I love the fact that everything is integrated into salesforce. It makes logging calls, dialing stored numbers, and taking call notes a breeze.

Cons

The general inconsistency and unreliability are a big factor. It's frustrating to have to retype a few paragraphs of notes when they are deletestill for no apparent reason.

 
 

from call center plus
Specialty: Advertising
Number of employees: 11-50 employees Employees number: 11-50 employees

Shoretel call center program

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This product does have all the functions required for what our call center does, it's just a matter of adjusting to the way you organize the reports, on the plus side the system has a caching feature which our previous call center did not have, its basically a very good functional program that's a little complex to understand but once you do you can exploit it to the fullest.

Pros

Tha coaching feature is very helpful, also the recording feature is a very valuable tool for dealing with forgetful clients.

Cons

it's a little complex to use, buy once you understand it, its great!

Advice to Others

this is a great tool to optimize your call center efficiency, and once you understand it, will help you make very detailed reports

 
 

from Jazzercise
Specialty: Other
Number of employees: 51-200 employees Employees number: 51-200 employees

Not there yet...

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We are on the Cloud Connect and are having quite a few issues. In fact we've had over 25 tickets opened in just 2 months. They are plagued by outages and short staffed in support( although I heard they were hiring more engineers) Everyone Ive talked to with an on-prem system loves it , but the cloud version is a little soon

Pros

Reduced our monthly costs of AT&T! easy to administer

Cons

outages, tons of defects

Advice to Others

The choice is yours, Id just be careful with the Cloud Connect

 
 

from Bluffton university
Specialty: Residential / Home Phone Service

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

Contact center solution that is easy to use.

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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 Cascade Orthopedic Supply
Specialty: Healthcare

Shoretel Sky

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Likes Best

We switched from an 'On Premise' Shoretel system to Shoretel Sky. The primary reason for the switch was that the Sky platform allowed us to record our calls in the cloud. The call tracking data that is available allowed us to re-prioritize our staffing levels and take hold times down by 60 seconds during our peak call time of day.

Likes Least

We are at the mercy of their call center. When something at Shoretel goes down our call center goes down.

Recommendations

Their support team was very helpful in creating our call queue and entire phone tree when we first signed on.

 
 

from Standard Office Systems
Specialty: Other

Simply The Best

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Likes Best

ShoreTel's TCO (Total Cost of Ownership) is the lowest in the industry, and part of that reason is because so many ShoreTel features come right out of the box. With other phone systems, you have to buy a different package or have to pay individually for features to be used. Not with ShoreTel. Also, I like the fact that ShoreTel is just a phone company. All of their R&D budget goes into making their system better, not just supporting what part of their product line is making the most revenue.

Likes Least

There is nothing I do not like about ShoreTel. It is the best business phone system on the market, and I highly recommend it.

Recommendations

Look at all the other major players in the marketplace, including cloud vendors (ShoreTel has a cloud service, too), and then look at ShoreTel. Might as well save the best for last.

 
 

from Solarus Technologies
Specialty: Other

ShoreTel Review

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Likes Best

The ShoreTel phone system is very Easy to use, set up, and build on

Likes Least

There are some things missing in the cloud product. Particularly some features that have to do with OUTBOUND CALL CENTER applications.

Recommendations

ShoreTel is a great product for the SMB market and I highly reccommend it.

 
 

from Employbridge
Specialty: Manufacturing

Years of customer satisfaction

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Likes Best

The customer service is best in class, dependability, innovation

Likes Least

I really can't think of anything to complain about.

Recommendations

This is the top of the line choice for VOIP services.

 
 

from Robison and Smith
Specialty: Professional Services

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 Ronald McDonald House New York
Specialty: Nonprofit

Shoretel truly makes the communication process easier

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Likes Best

I rarely actually use my voicemail, but I understand that it's a necessary part of doing business with some. I appreciate that when I'm on the go, Shoretel's transcription allows me to still read voicemails, and the IM function is so necessary for intra-office communication. I love that I can access my voicemails via email and I never have to call in!

Likes Least

I think Shoretel could benefit from a few more user-friendly benefits like recording of chats. Once the window closes, it's gone. However, at its core, what it does best is the availability of voicemail across other platforms. That happens very well.

Also, I think that the interface that allows you to switch between the functions (calls, IMs, etc.) could be a little better organized. I've had complaints from colleagues that have been unable to figure out how to add contacts. When they try to set it up, they end up accidentally calling people.

Recommendations

Recognize that there will be growing pains on some of the useful features like IM.

 
 

from BKF Engineers
Specialty: Other

Was very good.... at first....

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Likes Best

This IP phone system was the only one that had a plethora of decent options at a price point that was palatable many years ago. The system worked fantastic with the earlier releases.

Likes Least

The current release cannot read our Outlook contacts thus making it very painful. The problem is that they still don't have a fix after 8 months!

Recommendations

Seriously test out the desktop client and the integration it offers before buying. All other features seem to work great still and if it were not for the windows desktop software client not working I would still rate ShoreTel the highest.

 
 

from Dorner Mfg Corp
Specialty: Manufacturing

ShoreTel - easy to administer and rock solid

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Likes Best

Support is outstanding - one of the top two suppliers I have for support.

Likes Least

IM functions are a little behind the times. Basic support for IM but nothing advanced, especially in the call center arena.

Recommendations

Be sure to look at the administration of the systems and how easy or difficult it is to make changes/additions. I've done four other systems, AT&T, Nortel, Avaya, Mitel - none easier to get running and keep running than this one.

 
 

from Kingfisher Inc.
Specialty: Professional Services

ShoreTel Implementation

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N/A

Likes Best

Easy to implement at a fair price. TOC was the deciding factor. The IP Phone System simplified our infrastructure foot print. Unified Communication was key. System management was very simple and scalable.

Likes Least

At the time of the purchase, the ShoreTel System was "Bleeding Edge". We took a chance based on cost cutting initiatives within our organization. It turned out to be the right decision.

Recommendations

Compare product functionality, pricing, and integration. Ask for three references.

 
 

from Dart Transit
Specialty: Transportation

ShoreTel User for 8 Years Plus

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Likes Best

It's easy to manage, there's good API's and there is a limited number of hardware components. Many of the IP phone systems lack features that have long been in the older phone system, but ShoreTel has worked. Plus they've added their basic Workgroup Call Center software. While it is an extra license, it's easy to manage and has the functionality we need.

Likes Least

Some system instability and they don't seem to be adding features to their API's.

Recommendations

Evaluate your use of Hunt Groups carefully. A lot of smaller companies have depended heavily on Hunt Groups, but ShoreTel's implementation in this area has a lot of limits despite being a central part of the system design for HA.

 
 

from Grande Cache Coal
Specialty: Energy

Implemented more than six years ago, very low cost of ownership

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Likes Best

It's easy to implement, administrate and maintain. It's a well-developed product and our vendor is organized, fast to respond and the technicians are highly trained.

Likes Least

Not allowing direct support might be a bit inconvenience. Plus, they did not develop video conferencing or audio conferencing devices. To make things worse, IP8000 is no longer available.

Recommendations

ShorTel is one of the best VoIP solutions in the market.

 
 

from CAHF
Specialty: Other

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.

 
 
 
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