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ShoreTel Sky Reviews

ShoreTel Sky is a cloud communications company that provides phones and phone service applications with an emphasis on customer service and satisfaction. 

ShoreTel Sky has 11 years of experience in cloud-based business phone solutions. With over 2000 customers across North America, ShoreTel Sky is one of the US's largest specialized VoIP providers.

Update: Until recently, ShoreTel Sky was known as M5 Networks. ShoreTel acquired M5 in February 2012 and rebranded the company ShoreTel Sky in September 2012.

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ShoreTel Sky is not even a good Beta product

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2
Average: 2 (1 vote)
3
Average: 3 (1 vote)
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Phones keep rebooting randomly during conversations. The app for Windows
keeps crashing machines. They give us fixes that don't fix anything, or say
that a fix is in testing (but it missed the last release cycle). These types
of things should not be happening in a stable product.

We are a simple business. No call center, just a receptionist up front that
takes general calls and direct-dial to our people (so their volume isn't too
high). Nothing fancy, no call queues. Voicemail transcription is OK, but
they don't tell you up front that it is limited to 30 minutes/month before
starting extra charges.

If I had to do it all over again I wouldn't do it with ShoreTel Cloud.

Price would be acceptable if system actually worked. Watch out though for hidden "up" charges.
Seems like the product isn't even ready for Beta yet.
No

Cant' have different ring tones. Really!

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Average: 4 (1 vote)
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Average: 3 (1 vote)
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Average: 4 (1 vote)
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Average: 3 (1 vote)
3
Average: 3 (1 vote)

Newly installed ShoreTel System and we can't have ringtone differentiation
between an outside call and an internal call! Really. Our 10 year old Avaya
system could handle that.
Maybe too much focus on cool cloud stuff and not enough on the basics.
ShoreTel needs to get real and actually understand hoe their customers
operate.

Modern system - IP based.
Crappy features. Or lacking features that would be considered basic.
No

NIGHTMARE. DO NOT USE. 2.5 months and queue STILL not working -Shoretel

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2
Average: 2 (1 vote)
1
Average: 1 (1 vote)
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1.2
Average: 1.2 (1 vote)

I requested two Service Desk call queues, two agents each. That's it.....
2.5 months later, STILL not working...... They routed 180 customer voicemails to a voice mailbox different from those associated with our phone numbers. Didn't tell us about the mailboxes, no access, no notification. We're still cleaning up, and may have a legal impact with our client or lose the account..... They have repeatedly confirmed things are working as requested, and they have not. When instructed to activate the call queue, they told me it was activated, and when we called about ongoing issues, we found out it had NOT been activated at all...... Now the setup that I tested with them on the line last night is broken this morning. I know because our client got angry phone calls from their customers, and notified us.....
Unless you are willing to wait months, test everything they set up, test your setup daily, and lose voicemails, I would strongly advise against ShoreTel. I simply cannot believe that it takes 2.5 months to set up two lines with two agents.....We may never recover from their errors with this client account.

Absolutely none. For the love of all that's holy, find someone else.
Technically, there is rampant, utter incompetence that has impacted our client and our callers.
No

ShoreTel is a great VoIP provider

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4
Average: 4 (1 vote)
4
Average: 4 (1 vote)
5
Average: 5 (1 vote)
5
Average: 5 (1 vote)
4
Average: 4 (1 vote)
4.4
Average: 4.4 (1 vote)

ShoreTel has long been a provider of telecommunications services and the move to VoIP was a smart one. They have done a great job transitioning into the marketplace and have been a solid competitor to the existing vendors. We are pleased with our choice to use ShoreTel as our VoIP provider.

Excellent customer service. No automated menu features before you finally get to talk to a real person. Service is good and reliable.
We do get an echo sometimes that makes it sound like the conversation is happening in a cave. The occasional outages are frustrating but not always the fault of the provider.
Yes

Overall Excellence with ShoreTel Sky!

user_review
4
Average: 4 (1 vote)
5
Average: 5 (1 vote)
5
Average: 5 (1 vote)
5
Average: 5 (1 vote)
4
Average: 4 (1 vote)
4.6
Average: 4.6 (1 vote)

I used M5 at my old company and recently converted to ShoreTel Sky at my new company. We were able to cut costs by moving to ShoreTel and folks are very pleased with the additional features that are available and with the ease of use. Their support team is always very helpful as well as fast. I would definitely recommend them especially for a small or medium sized growing company.

Great customer service, ease of use and price!
Yes

ShoreTel Sky VoIP gaining altitude

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5
Average: 5 (1 vote)
4
Average: 4 (1 vote)
5
Average: 5 (1 vote)
5
Average: 5 (1 vote)
3
Average: 3 (1 vote)
4.4
Average: 4.4 (1 vote)

After a few rough patches with ShoreTel Sky, the road has smoothed out. The solution that they provide us performs well, is cost efficient and has enough basic features that allow us all we need. As they grow assimilating the M5 network, we have seen great improvements in service, reliability and support.

Full service provider rolling up good feature sets
Disaster recovery "on net" still in progress
Yes

Service is Fabulous at Shoretel Sky

user_review
5
Average: 5 (1 vote)
4
Average: 4 (1 vote)
5
Average: 5 (1 vote)
5
Average: 5 (1 vote)
5
Average: 5 (1 vote)
4.8
Average: 4.8 (1 vote)

Sky support has been knowledgeable on almost all levels. Updating hold music, no problem. Adding new users, easy! Questions about the bill, resolved quickly. The company is focused on service which is a welcome change from the standards of the telecom business.

Good customer service on moves adds and changes.
Remote phones are more difficult to configure and troubleshoot
Yes

ShoreTel Hosted VoIP Service

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5
Average: 5 (1 vote)
4
Average: 4 (1 vote)
5
Average: 5 (1 vote)
4
Average: 4 (1 vote)
5
Average: 5 (1 vote)
4.6
Average: 4.6 (1 vote)

We chose ShoreTel based on their good customer service reviews. We have all been impressed with the call quality and excellent features available to us. Our old system was *very* old and the difference between old and new is like night and day.
Everyone's favorite feature is the voice-mail to email functionality, seconded by caller ID and fun ringtones.
Since we installed this system and got the initial (minor) kinks worked out, I have not had even one complaint about call quality or dropped calls.
ShoreTel Sky's help pages are outstanding - very clear and concise.
If you get bids on this, be sure and work closely with your sales rep - we got better pricing simply by asking for it.

The call quality is very high and the customer service is very, very good. They have been attentive to our needs all through the process. Their help pages and knowledge base are outstanding.
The bills are as confusing as AT&T. It took some study to figure them out. I will say that they offer a webinar on how to read and understand the bill. My A/P person took it and it helped.
Yes

great employee benefit ShoreTel Sky

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4
Average: 4 (1 vote)
3
Average: 3 (1 vote)
4
Average: 4 (1 vote)
4
Average: 4 (1 vote)
4
Average: 4 (1 vote)
3.8
Average: 3.8 (1 vote)

The product has helped me increase my productivity. I love how it ties my computer and phone together so I can dial a number with a click of the mouse. I can retrieve my messages just as easliy and don't need to be in the office to get them.

Just plug and go anywhere you can plug in your laptop and phone to a modem. Works the same as if you are in the office even with internal transfers.
The phone itself is a bit big and bulky. If the phone was a bit smaller and compact, it would be better for me.
Yes

ShoreTel Sky

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5
Average: 5 (1 vote)
4
Average: 4 (1 vote)
5
Average: 5 (1 vote)
5
Average: 5 (1 vote)
4
Average: 4 (1 vote)
4.6
Average: 4.6 (1 vote)

Great experiences with customer service and implementation. Roll out was smooth and any issues are resolved quickly and efficiently. They really know my business. I would definitely recommend!

Customer service is EXCELLENT
Some outages, but great recovery time.
Yes

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ShoreTel Sky

Sunnyvale , CA
United States
2000Year Founded
91%Recommend
36User Reviews
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Overall Rating

4.3665
3.97
90%
87%
91%
92%
79%

Service Locations

  • United States
VoIP app

The Skinny

ShoreTel Sky is a provider of communication solutions that reap the benefits of cloud and hybrid technology. They offer simple solutions in the form of business telephony and unified communications that help organizations reap the benefits of an affordable, reliable communication system. Their options are most beneficial for users who need to replace an old phone system and want to upgrade to the latest in communications technology in order to move their business forward.

the rub

The Rub

ShoreTel Sky Business Phone Service

ShoreTel Sky's cloud-based business phone solution is both hosted and managed. This means that customers do not need to house the phone system in a closet on-site; instead, the system is located in secure data centers, and Sky takes responsibility for owning, configuring and managing the system.

Customers connect to the system through a provisioned, private Internet connection which ensures the best call quality and reliability. 

Sky's business phone solutions provide all of the features you would expect from an enterprise class phone system, with a twist:  Experts will help you configure the solution to take advantage of the capabilities in a way that best benefits your business. 

There are less expensive solutions available, but Sky wants you to never have to hope that your phone network will work. Sky wants you to never have to worry about configuring a new extension or dealing with terrible customer service.

ShoreTel Sky's Value-Added Applications

Sky also offers many revolutionary, value-added applications to help get more out of your phone system:

  • Connect
  • Contact Center
  • Unified Communications and Mobility
  • ShoreTel Sky Intelligence
bottom line image

Bottom Line

Connect

Applications like CRM, ERP and applicant tracking systems have become the management instrument and storage space for business information.  Connect unifies your phone system with these CRM applications and unleashes their productivity-enhancing and analytic potential.

Connect improves efficiency with "click-to-dial" functionality, while at the same time, improving service with inbound-call screen pop-ups.  Call notes are automatically entered to allow management easy access to critical business metrics.

ShoreTel prepackages Connect offerings with many CRM and Applicant Tracking systems, such as Salesforce.com, NetSuite and Bullhorn. Sky also provides an API to integrate Connect with other applications or home-grown systems.

Contact Center

The ShoreTel Sky Contact Center is bundled with a business phone solution to improve your company's image and rate of successful customer interactions.  Features include:

  • A web-based, self-service administration center for call center managers;
  • Fasy-to-use live dashboards and reports;
  • Built-in call recording with evaluations to track agent performance over time;
  • Unlimited queues; and
  • Skills-based routing called Prioritized Skill Routing

The Contact Center is fully integrated rest of your business phone system.  The ability to add a call center license to any ShoreTel Sky business phone makes it easy to extend call center functionality to your entire enterprise.

Unified Communications and Mobility

ShoreTel Sky can help you incorporate your managed VoIP service into a unified communications suite. Additional services include:

  • Shoretel Sky Fax – Fax to email service
  • Scribe Voicemail to Email Translation
  • Find Me/Follow Me – Personal Call Routing
  • SMS – Text integration with Salesforce.com or email

Sky Support

ShoreTel Sky is officially committed to providing an outstanding customer experience, from installation to call quality to customer support.

ShoreTel Sky makes it easy to interact with a customer support expert. If you have an issue or a question, press of the "?" key on your desktop telephone will directly connect you to a support engineer – immediately. So, if you want to know how that specific feature works, you can just ask.

award image

Awards

ShoreTel has received the following awards:

  • Telecommunications Vendor of the Year 2016 from ARN ICT
  • Best in Unified Communications and Collaboration from Network World Asia
  • Internet Telephony Hosted VoIP 2016 for ShoreTel Connect CLOUD
  • Best Telecommunication Website of 2016 from Webaward
  • Communcations Solution Product of the Year 2016 for ShoreTel Connect
  • Technology Provider of the Year 2016 from IT Europa
  • CRN 5 Star Partner Program Winner 2016

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