Ratings Breakdown
User Reviews Overview
Feature Ratings
Ease-of-use
4.0 / 5
Value for Money
4.0 / 5
Customer Support
4.0 / 5
Functionality
4.0 / 5
Pros
"What I enjoy the most about this product is that is very user friendly. The interface is easy to maneuver around. "
"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. "
"I like that the software is so simple and helpful. Shoretel really does make my job easier when I need to make a call."
Cons
"the telephones hadware are not bad, but some often got issues and from tenth that we buy always one have an issue"
"They have less system integrations than other companies on the market, but overall a great system nonetheless "
"It can sometimes have issues loading in the morning for some of our workers. Help desk is great is solving any issues, but it does happen more often than it should."
MiCloud Connect Reviews
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February 2019

Julie from Bricker & Eckler LLP
Company Size: 201-500 employees
Industry: Law Practice
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Functionality
4.0
February 2019
Everything I need.
I'd say we've had a seamless integration of ShortTel at our firm. I love the added features and how easy they are to use. Fits very well in my day-to-day operations.
Pros
Our company switched to ShoreTel a few years ago, and I've noticed a significant difference in how I use my phone and voice services. The desktop application makes it extremely easy to track missed calls, know the status of people I'm trying to get a hold of, and forward any calls when I'm out of the office.
Cons
Only one complaint - when voicemails get sent to my email, I have to listen to them through my external phone speakers instead of the earpiece. Sometimes I get confidential calls, so I can't be discreet about checking my messages.
December 2018

Shae from nFocus Solutions
Company Size: 51-200 employees
Industry: Computer Software
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
3.0
Value for money
4.0
Customer support
3.0
Functionality
5.0
December 2018
Complex Implementation - Low Key Day-to-Day Maintenance
Pros
We were lacking quite a bit with our prior phone system. So the transition to shoretel was much needed. I was involved with the RFP and pricing discussion with a multitude of vendors. In all cases, Shoretel offered the greatest amount of features, including integration with our CRM (Dynamics) all while having the lowest price point. As the Director of HR, I am able to act as system admin with zero technical background, which is also greatly appreciated.
Cons
Reporting analytics are limited. Requires integration with third-party product to get the analytics we prefer. That being said, we dive more into our call details as we are a call center and execute performance metrics at the agent-level based on said data.
March 2021
Anonymous
Company Size: 501-1,000 employees
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
4.0
Customer support
3.0
Functionality
5.0
March 2021
It Works
This allows me to keep using my office phone number while working remotely.
Pros
What can I say. This is a straightforward softphone solution allowing me to work remotely. It is simple enough to customize to my needs. For example, call routing, contacts, voicemails, etc.
Cons
I'm struggling to find a negative, but if I had to pick something I would say I wish there were more integrations available. E.g. integrations with Zoom. This may be possible and just not configured.. I don'tknow.
May 2015
Natalie from Ronald McDonald House New York
Industry: Philanthropy
Time Used: More than 2 years
Ease-of-use
4.0
Functionality
3.5
May 2015
Shoretel truly makes the communication process easier
Pros
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!
Cons
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.
February 2021
Patricia from MKC Architects
Company Size: 11-50 employees
Industry: Architecture & Planning
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
4.0
Value for money
3.0
Customer support
2.0
Functionality
4.0
February 2021
Great for phone portability
Allows us to work remotely without loosing the ability for our clients to contact us via our office phones
Pros
This software has enabled our office to work remotely during the pandemic and to remain productive. We can forward our desk phones to our cell phones and it is transparent. When someone calls our desk phone they have no idea they are ringing our cell phones
Cons
It is a little unstable at times. Also their direct company support is sorely lacking. I have tried to chat several times and either the agents don't know how to solve the problem or I keep getting kicked off the chat.
Reasons for Choosing MiCloud Connect
We had previously had experience with our equipment partner and they offered us excellent local support. Price was cheaper as well
October 2020
Amber from Argon Medical
Company Size: 501-1,000 employees
Industry: Information Technology and Services
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
4.0
Functionality
5.0
October 2020
Shoretel Review
My over all experience with ShoreTel has been mostly positive. There have been no major issues.
Pros
Shoretel has decent support and this product makes things easy for our company. We have had the phone system for quite a few years and have not had much difficulty with it when we had it. We did switch over to a new phone system because it had much more versatilely for our growing company.
Cons
The client could be more user specific I wish there were a theme and more general updates. The web interface is could use some more work as well.
Reasons for Choosing MiCloud Connect
At the time it was the best option for our company we were not on a global scale.
June 2020
Will from 21st Mortgage
Company Size: 501-1,000 employees
Industry: Financial Services
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Functionality
3.0
June 2020
Works well
It works well for it's intended purpose and makes our job easier.
Pros
Makes making calls a breeze, it's easy to check voicemails, and to see if other representatives are available.
Cons
If someone is unavailable the calls roll to someone else. This doesn't always work how it's supposed to. Some people get a lot more rolled calls than others.
May 2018

Michael from Robert Half Technology
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
3.0
Functionality
5.0
May 2018
I use ShoreTel Connect as our company's main method of communication for outside candidates/clients.
ShoreTel allows me to connect quickly and efficiently with candidates and colleagues.
Pros
ShoreTel Connect integrates seamlessly with our Salesforce databases, allowing me to quickly call candidates and clients by simply clicking the number on the screen. When making 100+ calls per day, this small quality of life assist is very welcome.
Cons
I have experienced some issues while attempting to use ShoreTel when not connected to our company's network. When connected via home/public Wi-Fi, there will be intermittent issues with maintaining a connection to ShoreTel.
September 2020
Asim Kumar from Mitel
Company Size: 501-1,000 employees
Industry: Information Technology and Services
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
3.0
Customer support
5.0
Functionality
4.0
September 2020
Good software for communication
Pros
The voice quality and the features like conference, Call transfer, Call hold, Screen share
Cons
Very large app. The exe file is very big.
March 2021
Kyle from Steiner
Company Size: 501-1,000 employees
Industry: Farming
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Customer support
5.0
Functionality
5.0
March 2021
Cool phone system
It does everything a phone system should do. I would recommend to others.
Pros
This is a good phone system to use. There is an intercom function that is pretty cool to drop in on coworkers. Works as it should.
Cons
I sometimes have issues connecting or showing that I am online. I just have to restart and then it seems to work fine.
December 2017

Matt from Revel Center
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
4.0
Customer support
4.0
Functionality
5.0
December 2017
I use shoretel alot and overall it works pretty well
Pros
There are a lot of great features for conferencing phone calls and have a simple to use call tree. Love the customization.
Cons
There are quite a few glitches that I experience. For example, I will go to put a call on hold and it will display an error. Eventually I can put the call on hold, but it can get frustrating if I have a customer waiting.
November 2017
Chase from Logical Position
Company Size: 201-500 employees
Industry: Outsourcing/Offshoring
Time Used: More than 2 years
Review Source
Ease-of-use
5.0
Value for money
3.0
Functionality
4.0
November 2017
From the perspective of a Call Center Quality Assurance Specialist.
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.
July 2019
Jeff from Community Bank and Trust of Florida
Company Size: 51-200 employees
Industry: Banking
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
3.0
Functionality
5.0
July 2019
Enterprise class VOIP phone system at a much lower cost than competitors
We needed a VOIP system that was powerful, yet easy to setup and use without having to hire someone full time to operate it. ShoreTel gave us exactly that and now with over 350 phones, we rarely ever have any issues.
Pros
Although its a hardware and software VOIP telephone system, the software is extremely powerful and flexible, yet very easy to setup and use. Once it's programmed, it simply works. There are a lot of hardware options when selecting phones and enterprise required devices that making simple connections to remote offices and mobile users possible. You will also notice Mitel has acquired ShoreTel, but same high quality software and hardware support available.
Cons
Tech support is great, but extremely expensive and only available through VAR's or primary vendor you purchased hardware through. Trade off is that if not too complex of implementation, instruction manuals provided make for fairly easy install and setup.
Reasons for Choosing MiCloud Connect
East of implementation, hardware components available, features available, including ability to have multiple 50's and 90's controllers at remote office for redundancy.
Reasons for Switching to MiCloud Connect
Branch connectivity with circuits was costing to much, therefor we needed a VOIP system across internet to reduce cost when we opened offices in multiple geographical areas and ShoreTel gave us just that.
June 2018
Anonymous
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
5.0
Functionality
5.0
June 2018
Easy to Use Phone System and Cost Effective
Pros
I found this product to have a user-friendly interface when managing the phones in our organization. What I liked the most about the product is the ease in knowing which phone blocks are available for use, as well as the number of phone numbers available in that specific block. Additionally (unlike Cisco Call Manager) it shows the full phone number. This is VERY useful if you are forced to have different call blocks with different prefixes. Not to mention, the call communicator for each user was AMAZING. We could easily make calls to other extensions (or outside numbers) from our desktop using the communicator. Also, if you wanted to call someone in your organization, it will indicate if the person is available (green) or on a call (red). Also great for our call center that had a call queue available.
Cons
Nothing that I could think of that I liked least about the product. I think this is a very user friendly interface and we had no complaints when using.
April 2019
Anonymous
Company Size: 11-50 employees
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Functionality
4.0
April 2019
Very intuitive to use - very little training required
Overall works very well, is easy to use and is a good business tool.
Pros
It is an easy program to learn - very little, if any training needed. We use the system for calls in general but also for sales and support lines with rollovers. It is easy to call people via the PC, conference and transfer calls. It also displays extensions, if people are already on calls, etc. which is very helpful when trying to route customers to an available rep.
Cons
It seems like it sometimes conflicts with some programs and auto-logs people out. Maybe this is sometime we have setup incorrectly, but we have had it happen with a few different users. It will auto-log them out, but yet appear, on their screen that they are logged in.
May 2020
chris from Rash Curtis & Associates
Company Size: 51-200 employees
Industry: Financial Services
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
4.0
Customer support
5.0
Functionality
4.0
May 2020
Solid Phones & Sturdy products
I like that they are up to date on technology. I like the dial from keyboard function rather than dialing phone numbers all day. We have had many vendors, Shoretel/Mitel products have outlasted most other hardwares if not all.
Pros
I have used Shoretel/Mitel for 10 years now, i have been using the same phone since implementation. These are sturdy and well put together phones.
Cons
The initial sales rep was kind of a shark. Needless to say he is no longer doing sales for shoretel. Shoretlel did the right thing and made good on his promises.
Reasons for Choosing MiCloud Connect
Newer Voip technology and PC integration as well as we had a manager with experience that loved the system.
Reasons for Switching to MiCloud Connect
outdated technology in our older system
November 2018

William from Sullivan University System
Company Size: 501-1,000 employees
Industry: Higher Education
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
3.0
Functionality
5.0
November 2018
Shoretel Communicator: Making Communication Easy
Shoretel has really helped to streamline and make our communication efforts more effective. I rarely type in anyone's phone number; I simply look them up in the system or reference my saved contacts.
Pros
I like the line redirection feature the most. You can configure and redirect your line to your mobile phone with one click, which is great and convenient for remote or offsite days. I also like the messaging feature because not everyone in my company uses Skype, but most everyone uses Shoretel. Shoretel also replaced all of our physical phone directory sheets, which is a nice step into the 21st century.
Cons
The call history feature doesn't always update in real time. I've seen instances of a missed call not showing up immediately in my call history, making it impossible to promptly return the missed call.
April 2019
Chris from Renewal
Company Size: 501-1,000 employees
Industry: Consumer Goods
Time Used: More than 2 years
Review Source
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
April 2019
Great phone system and management tools
Great solution for dispersed call centers with complex organization. Enables us to manage the entire call process, but did not communicate well with our other data strategies.
Pros
Great all around flexible phone system, enables many of our trusted call center associated to work remotely and yet still be tied into the main platform. Great at capturing data.
Cons
Hard to pull the data out as the instance is localized inside our firewall, making it difficult to grant access to some but not all departments using the tool. Would have loved a better way to get the data out and leverage our BI rather than only have Brightmetrics to assess it.
September 2016
Mekesha from PreCash
Industry: Consumer Services
Time Used: More than 2 years
Ease-of-use
5.0
Functionality
5.0
September 2016
Contact center solution that is easy to use.
Pros
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.
Cons
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.
May 2019
Anonymous
Company Size: 51-200 employees
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
4.0
Functionality
4.0
May 2019
MiCloud Connect for Team Connections
MiCloud Connect has allowed a lower-tech non-profit to transition to a cloud-based phone system, allowing for employees to successfully fulfill job functions when away from the physical office and enabling team members to communicate in a smooth, quick chat system.
Pros
The positive points of MiCloud Connect allow me to chat with team members about issues or projects without the need to email. I appreciate that MiCloud Connect enables my use of the soft phone, interfacing with the CRM for integrated management of business development tracking and utilization anywhere.
Cons
Unfortunately, based on my organization's setup in cahoots with MiCloud Connect, any update to the cloud-based system requires administrator permissions, slowing workflow due to the need for our IT team to grant permission for system updates before being able to utilize the program.
December 2019
Robert from NMSBVI
Company Size: 201-500 employees
Industry: Education Management
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
December 2019
ShoreTel/Mitel
We've been customers for over 10 years. It is a very stable and scalable platform.
Pros
This is a great VOIP system. The software is easy to configure and the phones work great. The platform runs without much need for interaction.
Cons
Support costs and partnership fees can be very expensive. However, the system just works, and doesn't require a lot of maintenance.
Reasons for Choosing MiCloud Connect
Ease of use, Cost and scalability
Reasons for Switching to MiCloud Connect
need to replace older PBX, and switched to VoIP. Mitel has since bought Shoretel.
January 2019
Anonymous
Company Size: 11-50 employees
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
January 2019
A phone system built with business in mind
Pros
The management is drop dead simple. The documentation is all hot linked to the part of the management interface you are using right then. The user client is easy to use and looks great. The system has been rock solid and I love the architecture with resiliency and cheap redundancy built in from the ground up.
Cons
There has been some support upheaval during the closing days of ShoreTel ownership, but that seems to be improving under Mitel, hopefully that trend continues.
June 2018

Patty from Sightline Payments
Company Size: 11-50 employees
Industry: Gambling & Casinos
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
3.0
Customer support
3.0
Functionality
5.0
June 2018
My employer currently uses shoretel for our call center it works great for the most part
I get to do my job as a support agent without interuption for the most part, for a while we had alot of problems but now we seem to be doing good with no problems in the last couple of months.
Pros
usually on most days it works great, the call quality is good and their are no issues. i like the ease of use and it connects instantly. I like how it gives us options to break, without having to log out and the timer helps me know how long i have been on my break or lunch break,
Cons
sometimes we have issues with the phone still rings while we are still on a call with the customer and sometimes the customer cannot hear us when we are answering the phone and vice versa, the support people keep blaming it on our computers but it is clearly not our computers when we havent had these issues with our older system.
March 2018
jamison from quorum
Company Size: 201-500 employees
Industry: Information Services
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
4.0
Customer support
3.0
Functionality
4.0
March 2018
This is easy to use, keeps record/history of phone calls and able to transfer dial as well.
You are able to go back and check your call history and check voicemail and see who it is versus calling and not knowing.
Pros
Pros: You are able to check call history, check your length of calls, run reports, check statistics, works well with the phone itself and virtual system (application) on the computer. Visual of who left voicemails and caller id.
Cons
Cons, If the virtual system to log in off ect. goes down it is cumbersome to use the phone to log in and out and check history.
August 2019
Michelle from Lawley
Company Size: 201-500 employees
Industry: Insurance
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Functionality
5.0
August 2019
Shoretel Phone
ShoreTel VoIP Phone System helps us get in contact with our partners and clients and makes my workday easier.
Pros
I forget which phone system provider we were with before but Shoretel is definitely much better! The phone has more features which helps me perform my work functions more efficiently.
Cons
I would like to be able to forward voicemails to my coworkers from the main voicemail screen. I don't think we have this function.
December 2018
Anonymous
Company Size: 51-200 employees
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Functionality
5.0
December 2018
CS Manager
Pros
I'm able to see which of my CS agents are logged in and available to take calls, as well as sign them out of the system if they're away from their desk. The analytics are really powerful and allow me to schedule lunches and breaks according to when our slow times occur throughout the day.
Cons
The reporting could be more up-to-date. Looking at the average call times is usually 15 minutes behind.
March 2019
DANIEL from SISA CONSULTORES
Company Size: 11-50 employees
Industry: Telecommunications
Time Used: More than 2 years
Review Source
Ease-of-use
5.0
Value for money
5.0
Customer support
4.0
Functionality
5.0
March 2019
nice adquisition with shoretel ... mitel
is all about trust, for me this brand have my all trust, i know that nothing is perfecct, nothing is an bullet pruff but allways mitel support us fast and give us the answer that we want from
Pros
the easy of use, the flexible architecture of the solution and the surviving service aproach that they have.
Cons
the telephones hadware are not bad, but some often got issues and from tenth that we buy always one have an issue
October 2018
Jean from Maila Networks
Company Size: 11-50 employees
Industry: Management Consulting
Time Used: More than 2 years
Review Source
Ease-of-use
5.0
Value for money
5.0
Functionality
5.0
October 2018
Telephony done right with all the bells and whistles
A well thought system and with phones that are made to last. The phones are ergonomic and with unique design.
Pros
Well designed product and made to last. The integration with all the other products, chat system, desktop and the different phone's models.
Cons
Needs a marketing plan for the rest of the world, not well know on latin america. Along with that not all the functions are in native language.
September 2018
Anonymous
Company Size: 51-200 employees
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Functionality
4.0
September 2018
Great product!
Pros
I highly recommend this product. I use the Shore Tel phone system everyday and till now very satisfied with its performance. I like the ease of recording any incoming or outgoing calls. You get a copy of the recordings to your email as well. It got the caller id feature which is really helpful too.
Cons
None, Very satisfied with its functionality and performance.
May 2016
Jay from Standard Office Systems
Time Used: More than 2 years
Ease-of-use
5.0
Functionality
5.0
May 2016
Simply The Best
Pros
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.
Cons
There is nothing I do not like about ShoreTel. It is the best business phone system on the market, and I highly recommend it.
January 2018
Jen from ARW Engineers
Company Size: 11-50 employees
Industry: Civil Engineering
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
3.0
Value for money
3.0
Customer support
3.0
Functionality
2.0
January 2018
Telephone software that cost way more than it was worth.
This software was an upgrade to our previous system, so the functionality of being able to perform changes /additions/deletions on line through a browser was very helpful.
Pros
This was quite an upgrade from our previous telephone software, so many of the features are an upgrade from what we had before. The software that each employee uses on a daily basis for their individual phones is helpful. It gives you minimal information, but is helpful in connection with each user and desk phone.
Cons
As an administrator I do not feel like the software is user friendly. Half of the symbols that represent functions on the phone system, don't even make sense to me. I end up going through each and every "main menu" item to get to every sub menu item searching for what I need. The purchase of this type of phone system (and the subsequent software) would have been optimal maybe 3-5 years ago, but doesn't function exactly as was told to us by the sales team. We were quite interested in the instant message and conference features available on the software, only to find out that the instant message feature is separate and requires its own dedicated server and separate installation. The tele-conference features were out of date and are much better met with a software like GoTo Meeting.
November 2017
Rob from CS3
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
3.0
Customer support
4.0
Functionality
4.0
November 2017
Our experience here has been very good. Such an upgrade from our last one!
Pros
The thing I like most about the software is how user friendly it is. Maybe its because what we had previously was so bad and old but this is a light and day difference!
Cons
I would say the thing I probably least like about the software is maybe the price. Its not the most expensive option out there but it isn't the cheapest. But overall we are very pleased
August 2017
Zak from Redacted
Company Size: 51-200 employees
Time Used: More than 2 years
Review Source
Ease-of-use
3.0
Value for money
1.0
Customer support
1.0
Functionality
3.0
August 2017
Constant problems, inconsistent reporting, terrible support
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
November 2018
Cory from Meridian One
Company Size: 501-1,000 employees
Industry: Management Consulting
Time Used: More than 2 years
Review Source
Ease-of-use
3.0
Value for money
4.0
Customer support
3.0
Functionality
4.0
November 2018
Mitel Solutions
Pros
They offer a full suite of solutions depending on what type of business you are and your exact needs. We have used them for a software/hardware phone solution and have had great success with them.
Cons
Customer support is lagging at times but has gotten better. Integration hiccups occurred from the onset and tend to pop up randomly
March 2019
Andrew from Clancy & Theys Construction Company
Company Size: 201-500 employees
Industry: Construction
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
March 2019
Makes Calling People a Breeze
I am able to work hands free when I'm on the phone now and can control everything from my computer. This is one of my favorite tools to use at work.
Pros
I don't have to use any numbers on the phone to call people, I can just bring it up on a computer, type in a name, and click call.
Cons
While it is easy to make calls, setting up the Tools and Settings can be confusing.
April 2018
Sookhee from Finance One, Inc
Company Size: 11-50 employees
Industry: Financial Services
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
5.0
Customer support
4.0
Functionality
4.0
April 2018
Very good phone for office use
Pros
Easy to make a call using computer keyboard and never to reach out the phone itself. Also good to track all voice mail and phone history.
Cons
Many functions are hidden on the phone and you will need to learn how to use them using manual. Buying phone accessories like headset is not directly from ShoreTel but their third party dealer.
April 2018
Anonymous
Company Size: 51-200 employees
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
April 2018
Easy to use phone management system
Pros
Phone software that allows us to integrate calls into our email and has been easy to use for even our least tech-savvy employees.
Cons
Updates time-to-time has been problematic, but I feel that maybe more due to our tech side vs software issues. If your system isn't set up in a conventional manner it could potentially cause headaches
September 2019
Melissa from Opportunities Inc.
Company Size: 201-500 employees
Industry: Non-Profit Organization Management
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
September 2019
Shortel
The different statuses help a lot because we dont have to take the time to leave out of office messages.
Pros
I like the ability to drag and drop when transferring calls to other employees within the organization.
Cons
I cannot see the original callers information when a voicemail is transferred to me from another employee.
August 2017
Kate from iContact
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
4.0
Customer support
4.0
Functionality
4.0
August 2017
I use Shoretel to make all of my inbound and outbound calls. This is helpful to track my efforts
-easy to make calls to clients
Pros
-easy to type in numbers to make calls (or paste in numbers) -easy reporting to see how many calls were made -FWD calls to cell phone is very handy when working remotely
Cons
-calls do not always FWD to cell (could this be a VPN issue? possibly) -voicemail sometimes plays on computer or calls cell (Inconsistent)
May 2020
Nick from RCA
Company Size: 51-200 employees
Industry: Financial Services
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
3.0
Customer support
5.0
Functionality
4.0
May 2020
Shoretel to Mitel
This product has worked well and its always gotten the job done.
Pros
I've been using Mitel/Shoretel for years. What has made this a great experience was the middle man vendor Packetfusion.
Cons
It is incredibly pricey, and unless you are set up with a very expensive yearly support agreement you cannot upgrade.
October 2018
Rhett from Paycor
Company Size: 1,001-5,000 employees
Industry: Financial Services
Time Used: More than 2 years
Review Source
Ease-of-use
5.0
Functionality
4.0
October 2018
Great phone system
Great phone system and phones, we have been using them for a long time.
Pros
We have been using these phones and phone system for awhile. It is a vast improvement over our old phone system. They provide a lot of functionality.
Cons
It does seem like system issues take awhile to fix. It is easy to accidently press an incorrect button/function.
February 2018
Scott from Dedicated Systems Inc
Company Size: 51-200 employees
Industry: Transportation/Trucking/Railroad
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
4.0
Value for money
4.0
Customer support
4.0
Functionality
5.0
February 2018
Connects to Everything!
Pretty easy initial setup - but can get quite technical and difficult the further you dive in to do substantial changes to how it connects to other programs and phones.
Pros
I love the fact the Shoretel will connect to just about everything. It goes through anything connected through a Microsoft product and can get all contact information you need to import.
Cons
It takes quite a bit of searching and setup to get into your Office products and personal cell phones to grab contacts to import. It also is not the easiest to utilize for user freindlyness when it comes to changing setting ie, call forwarding and away. Also doesn't send Caller ID information when forwarding calls.
October 2018
Anonymous
Company Size: 201-500 employees
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
3.0
Functionality
4.0
October 2018
Mitel contact center client
Overall experience was not that bad however, depending on the business you are trying to run this may not be the product for you. Works well in call center professions.
Pros
I liked the ability to see and manipulate calls and call receivers in real time.
Cons
At times this product would freeze or fail until the full upgrade was purchased and installed.
April 2018
Diane from Architectural Products of Virginia
Company Size: 51-200 employees
Industry: Building Materials
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
4.0
Functionality
4.0
April 2018
ShoreTel is a great product
Ease of use and ability to contact employees without picking up my phone!
Pros
I love the ease of using ShoreTel from my computer screen. It makes it much easier to call other employees when I need help with something
Cons
There is nothing a I do not like about ShoreTel. It is very easy to use and I have not had any problems with it.
February 2018
Riccardo from SITE
Company Size: 501-1,000 employees
Time Used: More than 2 years
Review Source
Ease-of-use
4.0
Value for money
4.0
Customer support
2.0
Functionality
5.0
February 2018
Great Phone System!!
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
November 2017
Emily from CED
Company Size: 5,001-10,000 employees
Time Used: More than 2 years
Review Source
Ease-of-use
4.0
Functionality
4.0
November 2017
good phone software
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
September 2018
Kali from RB Sales
Company Size: 11-50 employees
Industry: Electrical/Electronic Manufacturing
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
3.0
Functionality
3.0
September 2018
Not very user friendly
Pros
I like how you can customize groups within the system to be able to make transfers without the desk top phone. I unfortunately do not have a lot of other things that I like about this software.
Cons
This software could use a lot more user friendly options. To transfer using the online system you have to go through a series of 3-4 clicks, and if another call is coming in you have to wait for that to be transferred before you can transfer the call you have.
January 2019
Anonymous
Company Size: 51-200 employees
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
4.0
Functionality
5.0
January 2019
My Mitel Review
Overall still a pleasant program to use for connecting and networking calls.
Pros
I like that it is a quick-to learn software with an easy to use interface. It's almost plug and play with how simple it is to use for the office.
Cons
There are frequent sign in and log out issues without any reason or network issue.
March 2019
Anonymous
Company Size: 201-500 employees
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
March 2019
Mitel
Pros
Being able to work remotely and the phones giving you the ease of use, with their software and ease of use they are pretty great and works like a wonder for our office, we've tried different service providers for our communications needs and this one has been the best by far
Cons
Probably the fact that you can't get filtered data on amount of calls or details, this is really hard to get and on the management part this is critical.
April 2018
LAWRENCE from Information Technology Strategy Associates
Company Size: 2-10 employees
Industry: Management Consulting
Time Used: More than 2 years
Review Source
Ease-of-use
3.0
Value for money
2.0
Customer support
3.0
Functionality
3.0
April 2018
Good system
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.
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