Mitel Software

Pros

I like have a click to call feature - that's really nice for those of us that spend a lot of time on the phone. It's nice to be able to group people into contacts for easy access.

Cons

Not consistent! Shuts down a lot, often hear things in the background, sometimes it will show me I missed a call but the call never rang.

Pros

Our company uses Shortell and they are great. In all the years of using different providers they are hands down the best.

Cons

Some of the features are not rolled out to us. This is more of a corporate regulation but I’d like to be able to use all the functionality

Pros

I like this system for its ease of use. We didn't require extensive training. It was more of a pick up and go experience.

Cons

Wish there was a guide for the icons on the phone. We cannot find it on the website. Also, in a work group there should be a feature to send a call to voicemail instead of the only options being answer or let it ring to the next person.

Once configured, the mitel system runs fine.

Pros

The mitel system is fairly simple to install It has a small foot print and has a very rich set of features.

Cons

The basic setup requires a good knowledge of phone systems. Simple tasks like setting a day and a night message are not simple click choices.

Pros

Provides you with a great phone
approx 8 lines
Easy to use menu, with options to use the directory, transfers, voicemails

Cons

Does not provide headset, the app can use an update, the phones are old and bulky takes up too much space on your desk

Pros

The biggest pro for us was it's simple. Easy to use. Rolled it out to the floor in just a week and only a single training. We loved it's usability.

Cons

No issues in general. It really delivers asa promised. Little glitches here and there but nothing substantial.

Pros

Easy to use, create own accounts and have own business phone numbers. Was able to get up and running quickly while switching desks too.

Cons

Call quality is okay when compared to cell phone HD calls. Compatibility with various headsets. Call history is missing information sometimes.

Pros

This is a fantastic phone system for large or medium enterprise, very high quality and nice phones
Good messaging system

Cons

Annual support can be expensive for the phone system
Tons of add-ons, not an all-in-one price and you get everything, very fragmented in what you have to buy to make it a fully functioning system

Pros

ShoreTel VOIP phones are (were) easy to use at time of usage. Their application allowed each user online access to their own account - allowing customization, access to their personal faxes, and housing messages.

Cons

The phone equipment didn't appear as sophisticated as other brands like Mitel. Although overall, I think their ease of use made up for it.

Good for its price, just like all other systems it definitely also glitches and cuts out.

Pros

It does it's job, you can make calls and I do appreciate the integration with Salesforce. Compared to other systems this is one of the few systems that logs incoming calls which is really helpful.

Cons

Its a bare bone phone operating system. The interface could be a lot more sleek and they can somehow streamline the steps it takes to find a call and download the call you need. The system is always crashing, not very useful when you're in sales.

If you are a business who is not concerned about Quality Assurance for their call center, or if cost is an immediate issue, then this is a great, affordable option for you with some awesome features (silent monitor, silent coaching, call barging) that some other business VOIP systems don't allow/offer (note: costs may be an issue right away, but it can be more costly to have to switch your businesses entire VOIP system later).

If you're concerned about the quality of your customer service or sales reps for your call center, or plan to grow big enough to have the need for a Quality Assurance department, it would be wise to look into other options that will streamline that department and work in tandem with your customer service/sales telephony system.

Pros

This product has a lot of great features that make it worthwhile to businesses:

- the lowest price on the market (they guarantee the lowest price for their service)
- option to "barge" calls (3-way the call without being transferred in)
- option to silent monitor reps (monitor the reps with your phone on mute)
- option to silent coach reps (talk to or coach your reps without the customer hearing)
- see who is not on the phone, on a call, or has their phone set to do not disturb/busy/etc.

Cons

Mono recordings for calls; this is especially limiting for my job function (Call Center Quality Assurance), as to transcribe conversations you need dual stereo recordings to be able to differentiate your customer service rep from the consumer/customer. It is also such an old platform that it's difficult to find any 3rd Party Quality Assurance programs that are compatible with daily monitoring of our businesses customer service/sales reps.

Pros

There was not very much configuration necessary on the part of the end user. When I place a call from my phone, it records and logs it.

Cons

It takes a very long time for a call to be recognized and downloadable, meaning you might have to wait several hours to be able to download the call you just had. There was a period of time a few months ago that the call downloading simply stopped working. There was no fix that anyone at our organization was aware of. Then it randomly started working again with no indication of what the original problem was.

Overall I think this is a really useful system especially when you’re in a role where you have to make a lot of dials.

Pros

Some days I have to make up to 80 dials and having Shoretel really saves me a ton of time with the click-to-dial feature.

Cons

There have been a couple of times where I’ve had to restart my computer intirely because my calls weren’t being recorded.

Pros

visual voicemail, call queues, history, address book, I can copy and paste phone numbers from the web, easy to use

Cons

I use the softphone feature of this on VPN which can occasionally cause problems. Everytime I restart my vpn I have to restart the software, sometimes multiple times to get it to connect to the server

Overall ShoreTel has been a great product.

Pros

ShoreTel provides easy access and controls
Call quality and clarity has been great
Quite a few advanced functions

Cons

Some of the advanced admin features can be hard to find
Compatibility with some wireless headsets
Additional modes from the main screen

Pros

What I enjoy the most about this product is that is very user friendly. The interface is easy to maneuver around.

Cons

Not sure if this is my work laptop itself but it takes a long time for it to load when I boot my computer.

Pros

It actively records all data analytic accurately for my weekly metrics. I am able to go back and see all details of the calls.

Cons

It sometimes takes a few minutes for the data to show up on the web page. It is normally fixed and shown very quickly though.

Pros

Easy to use VOIP software, makes working remotely simple. Seamless integration with a headset/microphone combo.

Cons

Interface is a little outdated looking and could use a UI facelift. Occasional issues with sound when using over VPN.

Pros

Easy to use interface, call routing, integration with outlook, easier software that helps you export your call list. It is stable, reliable, and gets the job done.

This is about Shoretel's new "Connect" system. We were on Shoretel Sky, and had no issues at all. We were told Shoretel Connect had better reporting and integration with our CRM. The switch from Sky to Connect was a nightmare and filled with issues. Four months after the transition and we still have issues pop up every week. As far as support, prior to 2016 Shoretel had one of the best support departments we had the pleasure of interacting with. Sometime during 2016, however, the hold times started getting longer and longer, and the support reps newer. The current hold time, we are experiencing, averages about 45 minutes.. just to get someone on the phone.

Pros

Pros:
* It is fully cloud based
* Ability to rent equipment so no excess inventory is required
* they try... but fail

Cons

Cons:
* inconsistent reporting/call history
* long hold time for support and if the issue is complicated, it takes several days to get resolved
* the datacenter / database backend is constantly breaking; causing issues logging in or getting the phone(s) to work at all
* the mobility app (application on smartphone) is antiquated and constantly dropping
* Price is extremely high compared to the poor quality of service received