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

110 Reviews of ShoreTel

 

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Software Advice Reviews (93)
More Reviews (17)

Showing 1-20 of 93

Alexis from Crocs
Specialty: Telecommunications
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2017

February 2017

Shoretel Connect

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

Shoretel is an easy to use phone system
The reporting is easy and straight forward.

Pros

I like to use the Contact Center to watch live data, and then I also enjoy creating my own reports within Shoretel.

Cons

Lots of information to learn before the program is useful.

Advice to Others

Read Shoretel manual when trying to create new reports to show the data you need.

 
 

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

November 2016

November 2016

Meets the Expectation

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
Functionality
Functionality
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Quality
Support

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.

 
 

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

November 2016

November 2016

Shoretel Sky - Just 'OK'

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

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

 
 

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

November 2016

November 2016

Easy to use

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

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.

 
 

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

November 2016

November 2016

Works but encounters a lot of problems with Salesforce integration

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

N/A

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.

 
 

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

October 2016

October 2016

Shoretel call center program

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

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

 
 

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

October 2016

October 2016

Not there yet...

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

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

 
 

Deb from Bluffton university
Specialty: Residential / Home Phone Service

September 2016

September 2016

Shoretel is a product that should be looked at

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
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.

 
 

Mekesha from PreCash
Specialty: Residential / Home Phone Service

September 2016

September 2016

Contact center solution that is easy to use.

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

N/A

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.

 
 

James from Cascade Orthopedic Supply
Specialty: Healthcare

June 2016

June 2016

Shoretel Sky

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

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.

 
 

Jay from Standard Office Systems
Specialty: Other

May 2016

May 2016

Simply The Best

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

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.

 
 

Greg from Solarus Technologies
Specialty: Other

May 2016

May 2016

ShoreTel Review

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
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.

 
 

Kristen from Employbridge
Specialty: Manufacturing

May 2016

May 2016

Years of customer satisfaction

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
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.

 
 

Matthew from Robison and Smith
Specialty: Professional Services

June 2015

June 2015

Easy cloud solution with great features

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
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.

 
 

Natalie from Ronald McDonald House New York
Specialty: Nonprofit

May 2015

May 2015

Shoretel truly makes the communication process easier

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

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.

 
 

Derrick from BKF Engineers
Specialty: Other

May 2015

May 2015

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

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
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.

 
 

Dave from Dorner Mfg Corp
Specialty: Manufacturing

March 2015

March 2015

ShoreTel - easy to administer and rock solid

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
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.

 
 

Richard from Kingfisher Inc.
Specialty: Professional Services

March 2015

March 2015

ShoreTel Implementation

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support

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.

 
 

Daniel from Dart Transit
Specialty: Transportation

March 2015

March 2015

ShoreTel User for 8 Years Plus

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
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.

 
 

Thayer from Grande Cache Coal
Specialty: Energy

March 2015

March 2015

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

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
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.