Great Product and Support
Anonymous | TrustRadius Reviewer
Updated January 31, 2014

Great Product and Support

Score 8 out of 10
Vetted Review
Verified User
Review Source

Software Version

Sky: Hosted Solution

Modules Used

  • Call Center

Overall Satisfaction

  • Great customer support from the Shoretel Sky Support Center
  • The portal allows for easy administration and monitoring
  • Improve communication from Account Management. Are they even working?
  • Improve availability and failover. A 30-minute outage for a call center is unacceptable.
  • Call center agent performance monitoring
  • Agent load balancing
  • Better call routing
  • Guaranteed availability
The service and support have been great.
Downgraded to 8 due to the non-existent account management. I haven't heard from them since implementation. However, despite the rare outages in their clusters we have been happy with the service and support.

Product Usage

150 - Customer Service
Operations
IT
Legal
Production
3 - Very little support from our in-house admins. They mainly route tickets to Shoretel Sky Support.
  • Enables Call Center operations
  • Scalable as the business grows
  • Ensures business continuity and flexibility
  • Process improvement through reporting

Evaluation and Selection

We switched from PBX and in-house managed VOIP solutions for our business offices.
We also looked at Avaya. However, Shoretel's pricing was great.

Implementation

Be aware of certain engineering risks. More support from Shoretel could have been provided on our infrastructure set-up.
  • Vendor implemented
Shoretel implemented our hosted solution.

Configuration

Mainly just IVR and call flow.

Support

Superb support for any questions you may have.

Usability

The portal is great to use. However, usability of reports can be improved.

Reliability

Downgraded to 7 (Jan 2014) due to 2 outages within the same month. Also, we have had occasional issues with their Call Center queues.

Vendor Relationship

Great. No problem.