Extensive ShoreTel Review: Why ShoreTel is the VOIP PBX Company for the SMB Marketplace
Greg Golding | TrustRadius Reviewer
May 03, 2016

Extensive ShoreTel Review: Why ShoreTel is the VOIP PBX Company for the SMB Marketplace

Score 10 out of 10
Vetted Review
Review Source

Software Version

Cloud

Overall Satisfaction with ShoreTel

Connect cloud/sky is among the top hosted PBX products in regards to implementation. Not only is it super simple on the customer, the ShoreTel team makes sure everything is handled and implemented properly while including the customer in the discussions and training them on what is important to understand and because it is easy to learn, it is also very easy to explain.
Our company uses ShoreTel throughout the entire organization. Each person has their own DID, and the ability to use all basic applications, scribe, efax as well as communicator. We also utilize the call accounting software as well as call recording software. This helps address the problems presented with outbound dialing, training, receiving messages,
  • 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
  • more integrations
  • ability to add wireless phones to cloud system with functionality
  • better conference phone made by shoretel
  • call recording (Pos)
  • call accounting (Pos)
  • Scribe
Similar overall goals, but ShoreTel is easier to use from both a user standpoint as well as administrative standpoint. ShoreTel easily can be supported internally whereas Mitel would require more pro services
ShoreTel works through a partner network. You can only buy ShoreTel products through a certified partner whose job it is to sell and support. The partner has major incentive to provide top quality customer service and aid to the customer when things go wrong, parts are needed or more assistance is required.
well suited against avaya, less appropriate when end user is in need of specific integrations

MiCloud Connect (formerly ShoreTel) Feature Ratings

Hosted PBX
10
Multi-level Interactive Voice Response (IVR)
10
User templates
10
Call reports
9
Directory of employee names
9
Answering rules
9
Call recording
9
Call park
10
Call screening
9
Message alerts
10
Audio conferencing
9
Mobile app for iOS
9
Mobile app for Android
9

Using ShoreTel

Being that each person in the business does indeed use ShoreTel, they represent all areas of our business. Sales and marketing use ShoreTel. Engineering/customer support/Tech all use SHoreTel. Accounting/Finance/HR uses ShoreTel. And finally all of the executives use ShoreTel (CEO/CTO/CMO_)
2 - The answer to this question is dependent on whether or not the system is ON-PREM or HOSTED (or Hybrid). The reason is that the on-prem system automatically takes more knowlege/skill/expertise to maintain/implement than does a hosted system. The reason is that with ShoreTel Connect Cloud (hosted) ShoreTel accepts all responsibility to do all adds/moves/changes to the system at any time for the customer. The customer is provided with unlimited help desk support for the users and the administrator. Technically the administrator can focus on all his other duties, and give ShoreTel the grunt of the work needed to be done to the phone system. They literally can call the help line and provide the details of the necessary changes that need to be done and ShoreTel will do the leg work. With a on-prem system, the end user must either have someone on staff that knows how to implement these adds/moves/changes or hire their ShoreTel partner to assist. At my org, we technically have 3 guys who can do the necessary maintenance/moves/adds etc. to our system at any time. That said, we also are a partner and install/maintain/manage the systems of our clients.
  • voicemail to email, scribe, integration with email, NEW integration with Skype
  • Twinning findMe FollowMe,
  • Call Recording, Call acounting,
  • We have used the system to track marketing campaigns.
  • We have used the system to bill back (for client) _ All calls from xyz extension to be charged $X.OO
  • ------------------------------------------------------
  • integrate w/ connect wise
  • Sales Tactics
  • Marketing Tactics
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

Evaluating ShoreTel and Competitors

  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
The single most important factor for us was that the owner of the company has worked with as both an (engineer and salesman) ShoreTel for 15+ years. The reason he continues to use them and they are our exlusive phone system product for our clients is because of how good it is, reliable it is, and innovative the company is.
This question does not pertain to me

ShoreTel Implementation

  • TIming
  • Perfection of call tree/IVR ETc.
  • carrier issues

ShoreTel Support

World class support is what ShoreTel brings to the table. They have a trust site availble to end users/partners that show how quickly they answer a help button call, as well as how long (on average) it takes for an issue to be resolved. This shows that not only is cusotmer support essential to them, they are proud of how good they are at their job.
ProsCons
Quick Resolution
Good followup
Kept well informed
No escalation required
Immediate help available
Quick Initial Response
None
ShoreTel answers a help request within 3 minutes time. Once answered they begin working on the issue. The issue is resolved as soon as it possibly can be.

Using ShoreTel

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.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Voicemail
  • Administrative tools (Adds/moves/changes to system or individual users)
  • Help Button
  • Communicator (collaboration tool- IM, Audio, video)
  • Call Recording
  • some software integrations
Yes - Excellently- it is a mobile app that is free to download and license enabled. Really easy to use as ShoreTel has recently made it so that the interface is the same on the web as it is on the mobile app for either Apple or Windows. It is really great for users who are traveling and need to utilize their cell so that calls can be made from the phone system seamlessly through the cell