ShoreTel Sky Software

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

Pros

Shoretel phone system is super easy to use with a lot of great features. The stored directory is something new to our company and has helped greatly.

Cons

It can be overwhelming to learn and somewhat confusing at first. The manual's are very helpful in this area.

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.

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.

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

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.