What users are saying about

8x8

29 Ratings

ShoreTel

92 Ratings

8x8

29 Ratings
Score 8.3 out of 101

ShoreTel

92 Ratings
Score 7.7 out of 101

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Likelihood to Recommend

8x8

We were using another VoIP service before and we constantly have to restart meetings due to sound quality. After 2 hours of conferences, the sound would completely go out and you couldn't understand anyone.

After switching over to 8x8, that never happens. 4-5 hour calls are now bearable.

ShoreTel

Well, I have been informed of newer cloud solutions that only rely on plugging the phones into the network and not needing any PRI or phone system on prem. This would make for a very inexpensive phone system. I am not sure how inter-office calls would work if the internet is down however.

Feature Rating Comparison

Cloud PBX

8x8
8.8
ShoreTel
8.8
Hosted PBX
8x8
9.8
ShoreTel
7.5
Multi-level Interactive Voice Response (IVR)
8x8
9.2
ShoreTel
9.1
User templates
8x8
9.2
ShoreTel
9.4
Call reports
8x8
8.1
ShoreTel
8.6
Directory of employee names
8x8
7.6
ShoreTel
9.2

Call Management

8x8
8.8
ShoreTel
9.2
Answering rules
8x8
9.5
ShoreTel
9.3
Call recording
8x8
9.3
ShoreTel
9.0
Call park
8x8
9.3
ShoreTel
9.3
Call screening
8x8
6.8
ShoreTel
9.6
Message alerts
8x8
8.9
ShoreTel
8.6

VoIP system collaboration

8x8
8.3
ShoreTel
8.8
Video conferencing
8x8
8.1
ShoreTel
8.7
Audio conferencing
8x8
8.4
ShoreTel
8.8

Mobile apps

8x8
8.4
ShoreTel
5.2
Mobile app for iOS
8x8
8.7
ShoreTel
5.1
Mobile app for Android
8x8
8.0
ShoreTel
5.3

Pros

  • Ease of setup, activation, and getting started.
  • Excellent customer service especially follow up to close and resolve the issue.
  • Reliable service, good voice quality and hasn't failed ever in 6 years since we have been using it.
  • Excellent voice quality
  • Help/support directly from the phone for all users (unlimited)
  • Simple to make adds/moves/changes to users on system as well as setting up permissions for who can do what

Cons

  • Outdated UI. Aesthetically, 8x8 is not overly impressive. If you told me nothing about the software and only showed me some screenshots, I might venture to guess that it's a software from the mid 90s.
  • Lacking intuitive UX. I'm someone that typically picks up a software very fast. When I first started with 8x8, I recall stumbling through my first couple of weeks of interaction. That tells me that the UX could use some work.
  • more integrations
  • ability to add wireless phones to cloud system with functionality
  • better conference phone made by shoretel

Likelihood to Renew

8x85.1
Based on 2 answers
Based on their poor customer service and lack of warranty replacement, I would not recommend or use 8x8.
ShoreTel7.8
Based on 42 answers
Although the price is higher than some of the other Hosted systems out there, the value is definitely worth a renewal. Everything is relative: there are some companies out there who need phones, but don't necessarily care how they work, the functionality/features available/durability etc., they just care that they have phones that make and receive calls. There are other companies that are completely reliant on phones and certain functionality that is provided by the system. There are even some companies who are straight up dependent on the phone system and are losing tons of money anytime they are down, ShoreTel is the perfect fit for theSMB client who sees value in a solid,robust, reliable and high functioning phone system

Usability

No score
No answers yet
No answers on this topic
ShoreTel7.5
Based on 20 answers
Usability is where ShoreTel thrives. Not only does it work well, it is easy to use for anybody. It is designed so that even the least tech savvy individual can utilize the system to the fullest extent. No one feaure is "too compex", and can be used by anyone. The system can be easily maintained by an individual as it is easy to learn how to do so, or with the partner network provided by ShoreTel, a customer can simply choose to be fully supported by the partner. Finally, the ability to "rack & Stack" or simply the scalability is second to none as it is super easy to add users and once certain thresholds are reach (for example- a 59 person company adding 41 users will simply go over 100 users with a license

Reliability and Availability

No score
No answers yet
No answers on this topic
ShoreTel9.9
Based on 27 answers
The system has gone down on us MULTIPLE times. We asked them to move us to a different cluster. Shoretel declined. Basically we had problems or outages every month of the year from June 2012 to date. Our old phone system was just that: OLD, no bells or whistles. But it was up every day and I never had to think about it much until it was time for an upgrade. That's how I want Shoretel to be. I want it so reliable that I never have to think about it.

Performance

No score
No answers yet
No answers on this topic
ShoreTel5.1
Based on 9 answers
Call quality is crystal clear.

Support

No score
No answers yet
No answers on this topic
ShoreTel3.7
Based on 16 answers
Their live phone support is very knowledgeable and reliable

In-Person Training

No score
No answers yet
No answers on this topic
ShoreTel6.0
Based on 3 answers
I attended the first ShoreTel installer class in Austin,TX. It was a week of intensive study with a live lab and having hands on experience made the class worthwhile. I have taken all of the sales courses and remaining technical courses either online or self study to keep costs down. I send my techs to the first installer course in Austin as I feel it gives them a solid foundation and most of teh other courses they have taken have been online.

Online Training

No score
No answers yet
No answers on this topic
ShoreTel2.0
Based on 12 answers
Content is good and teh course material fills in any areas the instructor doesn't cover. Only pet peeve is the tests always have questions for things you don't learn from the course or course materials....

Implementation

No score
No answers yet
No answers on this topic
ShoreTel8.6
Based on 30 answers
It was a successful implementation from the start, no failures. There were no departments without services for anytime past the estimated time of install completion.

Alternatives Considered

I have evaluated a couple different IP phone systems and the others needed the user to configure their router and do things on their end in order for the phones to work. With 8x8, it was simply plug and play.
When evaluating phone systems, we looked at Cisco VoIP in addition to ShoreTel. Cisco was more money, had a higher learning curve, and we received a bad review from a local business who was using it. In the ShoreTel demo, the engineer brought their equipment and set up a demo in our conference room. He was able to get a phone system up and running in a matter of minutes. The biggest selling point was when he turned the phone server off and the phone system continued to work, minus the voicemail and Communicator software.

Scalability

No score
No answers yet
No answers on this topic
ShoreTel7.8
Based on 5 answers
I believe that ShoreTel can be used by a minimum company size of about 25 to almost any size of a company and this can be achieved while the company grows, hence makes it pretty scalable when required. For companies which are smaller in size i.e. smaller than 25, I am not sure how useful it would be, it may be depending upon the type of business

Return on Investment

  • It has neither had a positive or negative impact.
  • Allows users to be more productive with extension to extension calling.
  • Allows users to see when others are on their phones via the ShoreTel Communicator software to eliminate wasted time.
  • Has an available T1/PRI switch to eliminate the need for POTS telephone lines.

Pricing Details

8x8

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

8x8 More Information

ShoreTel

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

ShoreTel More Information