Great Product and Support
Updated January 31, 2014
Great Product and Support
Score 8 out of 10
Vetted Review
Verified User
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
Product Usage
150 - Customer Service
Operations
IT
Legal
Production
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
- Vendor implemented
Shoretel implemented our hosted solution.
Training
- Online training
Configuration
Mainly just IVR and call flow.