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 8, Windows 7, Web browser (OS agnostic), Mac OS

74 Reviews of ShoreTel Sky

 

from Reco
Specialty: Other
Size of portfolio: 1 Phone Portfolio size: 1 Phone

ShoreTel Review

Ease-of-use

Like I said, the system is simple and not to congested or overly complicated, with little used features.

Functionality

It does everything I need it to do, efficiently. The occasional mishaps do not outweigh the pros of this system.

Product Quality

The design and quality are fine. The phone cord tangles quite frequently, but that's probably same with any cord. A cordless option would be nice.

Customer Support

I've only had one experience with customer service. It was fine; not good nor bad.

Likes Best

The product and vendor is satisfactory, and it accomplishes what I need it to do. I do like that the display buttons on the phone unit are spaced out far enough where it is easy to clean and dust in-between them.

Likes Least

I can not say I have any consistently reoccurring issues. Occasionally I will have trouble with not being able to hear the customer, and every so often there will be an echo on my end.

Recommendations

If you are implementing in a system with multiple users, simplicity goes a long way. In that respect, Shoretel is pretty intuitive to use, and the functions and features are not overly complicated to access and/or adjust.

 

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

ShoreTel Sky Review

Ease-of-use

It is very easy to use even before training. All of the functions are straightforward.

Functionality

This product exceeds my needs. This is a great product.

Product Quality

I never have any problems with the quality, so I would rate it a 10.

Customer Support

I have never had to use the customer support because I have never needed to.

Likes Best

I like that I am able to use the same functions and much more without touching the actual phone.

Likes Least

I am not able to disable the function of pressing enter to answer phone calls when not needed.

Recommendations

There should be a short key enabling function. I would like to enable or disable certain key strokes while the product is in use.

 

from Reco Equipment INC
Specialty: Manufacturing
Size of portfolio: 5 to 9 Phones Portfolio size: 5 to 9 Phones

ShoreTel Review

Ease-of-use

I feel the key features are pretty self-explanatory to navigate through and adjust. Like any system, the more intricate settings take some effort in accessing and adjusting.

Functionality

It does everything I need it to do. However, when I have multiple voicemails, it can be somewhat time consuming listening to the automated system repeatedly.

Product Quality

I think the design is fine. It looks to have a LED screen, which gives it a professional appearance. I have had the same phone unit for quite some time, and there is no sign of wear on the numbers or other keys.

Customer Support

I have no experience with their support, good or bad.

Likes Best

I am pleased with the product and service offered by ShoreTel. I have no major complaints, and the system overall is fairly user-friendly. Also, I like the ease with which you can adjust and personalize your settings through the online website. The look of the phone units are also professional, which is a nice feature.

Likes Least

Like I said, I have no major complaints about the system; however, I would like a higher incoming volume option. At times, I have difficulty hearing customers, and it seems to be more of a low volume issue than anything else.

Recommendations

I think having a monetary incentive is a great idea that prompts a lot of feedback. I can't think of a better recommendation!

 

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

Perfect Products!

Ease-of-use

It is very easy to understand and use their products.

Functionality

Everything ShoreTel makes is very easy to work with. I have never had any problems.

Product Quality

The quality is great. I have never had any problems with their products.

Customer Support

ShoreTel has great customer service. They have always answered all the questions that my company and I have.

Likes Best

I like how easy the products are to use. They give great data too.

Likes Least

I have not come across anything that I don't like about ShoreTel. Their products are great and easy to use.

Recommendations

Look through what they have and try different ShoreTel products. There is so much to learn from them.

 

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.

 
 
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