ShoreTel Software


 

In addition to providing a hosted PBX service (an offering that can be found here), ShoreTel also provides an on-premise solution that offers the conferencing, collaboration, presence and mobility applications and features collectively known as unified communications (UC). This system supports between five and 5,000 users.

ShoreTel’s system can be deployed using ShoreTel’s proprietary hardware appliances, which are known as Voice Switches. Alternatively, businesses can choose to deploy virtual instances of ShoreTel appliances on standard servers. Businesses can mix and match these modes of deployment to create a system customized for their needs. ShoreTel supports SIP, PRI and analog trunking. This allows businesses to keep phones running during Internet outages by routing calls over connections to the public switched telephone network (PSTN).

ShoreTel Communicator extends UC applications to both desktop and mobile devices. With ShoreTel Mobility 8, users can participate in multi-party video conferences using smart phones and tablets.

 

ShoreTel - Call reporting
 
  • ShoreTel - Call reporting
    Call reporting
  • ShoreTel - Agent manager
    Agent manager
  • ShoreTel - Communicator
    Communicator
  • ShoreTel - Mobility 8 iPad interface
    Mobility 8 iPad interface
Supported Operating System(s):
Windows 7, Windows Vista, Mac OS, Linux, Web browser (OS agnostic), Windows 8

10 Reviews of ShoreTel

Showing 1-10 of 10

 

from Cascade Orthopedic Supply
Specialty: Healthcare
Number of employees: 51 to 100 employees Employees number: 51 to 100 employees

Shoretel Sky

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Functionality

Product Quality

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N/A

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
Number of employees: 101 to 1,000 employees Employees number: 101 to 1,000 employees

Simply The Best

Ease-of-use

Functionality

Product Quality

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N/A

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
Number of employees: 15 to 19 employees Employees number: 15 to 19 employees

ShoreTel Review

Ease-of-use

Functionality

Product Quality

Customer Support

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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
Number of employees: More than 1,001 employees Employees number: More than 1,001 employees

Years of customer satisfaction

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Customer Support

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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 Ronald McDonald House New York
Specialty: Nonprofit
Number of employees: 20 to 50 employees Employees number: 20 to 50 employees

Shoretel truly makes the communication process easier

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
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N/A

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
Number of employees: 101 to 1,000 employees Employees number: 101 to 1,000 employees

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

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Functionality

Product Quality

Customer Support

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Product Quality
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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
Number of employees: 101 to 1,000 employees Employees number: 101 to 1,000 employees

ShoreTel - easy to administer and rock solid

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
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Support
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
Number of employees: 51 to 100 employees Employees number: 51 to 100 employees

ShoreTel Implementation

Ease-of-use

Functionality

Product Quality

Ease-of-use
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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
Number of employees: 101 to 1,000 employees Employees number: 101 to 1,000 employees

ShoreTel User for 8 Years Plus

Ease-of-use

Functionality

Product Quality

Customer Support

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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
Number of employees: 101 to 1,000 employees Employees number: 101 to 1,000 employees

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.

 
 
 
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