ShoreTel began selling IP telephony products in 1996. ShoreTel offers a comprehensive, premise-based unified communications solution - based around their award-winning IP phone system. Shoretel guarantees it will have the lowest price - over a period of five years - for your VoIP phone system. If you find a phone system that's cheaper, they'll match that low price.
ShoreTel isn't quite a VoIP provider, per se. They're an equipment provider, but their equipment will allow you to purchase SIP trunking service from other qualified voip providers, but at a much lower cost.
Shoretel provides phones, IP PBXs, and software to enable unified communications. Review your interaction with ShoreTel products below.
Overall, good service. On rare occasions, I've had to go to someone with more authority when issues are not resolved in a timely manner, or when there is confusion regarding a request, but for the most part, requests and issues are addressed quickly and efficiently. When I have had complaints in the past, management has been more than willing to listen, in the interest of improving the client experience.
Very good customer service.
Random outages occur from time to time, but they are most often remedied quickly.
Although there's no such thing as a perfect company to do business with, ShoreTel strives to be responsive to customer complaints or suggestions, in the interest of improving service.
We've had ShoreTelSky now for a few years, ever since they got into the VoIP business. They have been great to work with and are always willing to make sure that we understand how our system works and they work with us when we have changes that need to be made.
Excellent customer service. Have never had to wait very long to talk to a support representative. Great selection of services and features. Sound quality is good. Transparency with issues on their trust.shoretelsky.com website that gives real-time updates on the status of their network.
Does seem to have frequent outages but they are resolved quickly.
VOIP Solutions offered remotely! - Shoretel
We have had ShoreTel for over a year now, and it has helped us save time and money! With e-billing and electronic notifications, ShoreTel makes it easy to do your work and maintain your efficiencies. It is a little pricey, but I think you save money in the longrun. The service is great and we've never had an outage. If there is going to be maintenance or other issues, they let us know right away. The sound quality is superb - we have never had an issue. We were able to implement this entire system without ever physically meeting a ShoreTel rep in person. This was key to our success. Everything was remote! It was easy to implement and we love our services!! Thank you!
easy to understand, low "training curve", easy implementation, service reliable
a little pricey, cannot pay with credit card
ShoreTel Sky user for over a year with 10 locations
We have used Shoretel Sky for over a year at 10 branches and it works out great for our company. We are about to add 3 more locations and I have no doubt that Shoretel will continue to grow with us. Their customer service is excellent, most problems are solved with a quick phone call to them. We have had some network issues at some of our branches that result in bad phone reception although all of our branches utilize cable internet. The problems are intermittent and most of the time the call quality is fine.
Allows 4 digit extension dialing to contact anyone no matter which branch they are at and you can also transfer calls to them. Their customer service is VERY responsive.
Sound quality at some branches is poor due to network issues, not really Shoretel's problem but shows their reliability on a very stable network. Doesn't have a simple way to set up a holiday message that can be easily turned on for each holiday.
Product Review - Shoretel
I do like the fact that I'm able to work from home and not have any problems with the service. I would like a way to record multiple messages. The one standard message doesn't always fit what is going on at that moment.
You are able to work from home with no problem
Some times the calls are dropped during your call
Awesome - Shoretel
Shortel is awesome. Makes keeping track of your voicemails and incoming/outgoing calls easy. You can run reports, keep voicemails for a long time, track how long you've spent on the phone and help streamline your productivity throughout each day. Very easy to use and user friendly. If you have any issues, the staff at Shoretel is very eager to help and knowledgeable.
Easy to use
Excellent Service - Best Customer Service - Shoretel
We have been customers of ShoreTel Sky for about three years, having started with M5. From the beginning the phone quality has been amazing. The support/customer service, as well, has been better than any other company I have interacted with in 20 years.
In the past few years the service level has increased (for us) to almost 100% (99.97, I think). We also have more ways of connecting now that we have had in the past, specifically mobility and soft phones. These are great options for our sales team. There are many additional features in the user portal that have benefited us greatly, as well.
After our first year of service as they were transitioning M5 into their system, we had our reservations and were pricing out competitors to switch. I am glad we waited it out and stayed with ShoreTel Sky. The past two years have been a cakewalk for us and we look forward to many more years of additional features and great reliability. They have my complete loyalty, as a customer, and I would recommend them to anyone. Their pricing is also extremely competitive in the cloud VoIP market.
Customer Service is the best; Excellent services and features; Pure mobility; Full Integration with SalesForce
Integration with NetSuite (CRM) is not 100%. The CTI scripting is still missing a couple key elements to make it as integrated as SalesForce.
Great VOIP choice - Shoretel
I've been using Shoretel for years and have been very satisfied with the product and service. I can only recall one time when service went down. The technology is strong and reliable.
Able to work remotely without it impacting your work efficiency.
I inherited our ShoreTel Sky VoIP system when I took over IT at my current position. The company I work for originally had M5, then became ShoreTel customers. As we neared the end of the contract we did a full evaluation of other providers and various hosting options including internally hosting our own system. Yes, we actually brought in other handsets, configured online servers and tested calls/IM's across our own Network and externally. Soon we realized that not only was there no advantage to switching phones systems, we had the better system in our own hands. Of course over time we learned to grow into our ShoreTel platform, but the benefits to switching just weren't there.
ShoreTel has grown in feature set, redundancy and in product offering over the past few years alone. They provide excellent customer support, have really goods reps and their online portal for management and support is crisp, clean and thorough. They’ve continuously given us options and have negotiated with us customizing plans to fit our needs – nothing superfluous to pay for and not use.
Overall, both my company and I are satisfied with ShoreTel as our provider. They are growing and provide a solid, stable environment for us. I would definitely recommend them as a vendor and push toward the top of the list is you’re considering their type pf service.
Great customer service and follow up; features across the board are good. Call clarity is good - never an issue with garbled sound. Dedicated reps are very proficient and there are plenty of online courses, announcements and documentation.
Still developing Disaster recovery platform for clusters. Should a cluster you're on fail, there is a process that must be followed to restore service to another geographic location. This can take sometime once a decision is made to cut over. Other providers are seamless.
To note: They have dramatically improved on this over the last year (no outages to report).
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