Item: MiCloud Connect
Rating: 1
Author: Verified User

Implementation Rating

Use Cases and Deployment Scope

ShoreTel is being used across the whole organization, with three official locations, and a number of employees who work remotely.

Pros and Cons

ShoreTel provides connectivity throughout the company, and mostly does it well.

Over the last several months, ShoreTel has largely outsourced its Customer Service/Technical Assistance departments to an offshore call center, where the personnel are poorly trained and completely unprepared to handle anything even remotely technical.
The portal could be more comprehensive.

Return on Investment

I can't honestly speak to that. I did not choose the system, but am working with it as an administrator. In terms of time wasted, trying to get things done... that's another question.

Reliability and Availability

They do a good job of letting users know when there's an outage and the trust site generally provides updates as to when and how service will be restored.

Likelihood to Recommend

If customer support were able to keep up with customer needs, ShoreTel would be a great service. It has declined of late, and I would be hard-pressed to recommend it to anyone.

ShoreTel

Software Version

Overall Satisfaction with ShoreTel