ShoreTel Defines Ease of Use, Customer Service and Simplicity
September 07, 2013

ShoreTel Defines Ease of Use, Customer Service and Simplicity

Shane Hayes | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Sky

Overall Satisfaction

Pros

  • Excellent support
  • Outstanding ease of use
  • Low bandwidth requirements
  • Reliable quality
  • High quality hardware

Cons

  • Not applicable
  • We are saving over $900 a month now that we no longer need a T1 line or dedicated IT firm to handle our phone support
  • We have been able to move to a 90% remote workforce and therefore downsize physical office space, this saves us about $4000 a month
We have been incredibly happy with our ShoreTel experience and we have no foreseeable reason to change our service now or any time in the future.
ShoreTel Sky offers a reliable, flexible and cost efficient solution for any size business that needs a quality phone system. The phones are easy to use and easy to setup, even my most "technologically challenged" employees can setup their phone with ease. The support is out of this world and the entire team has been nothing but professional. We wanted to move to a more "virtual" work environment and we could not do that with the crippling limitations of our XO/Talkswitch system. We scoured the options until we discovered ShoreTel Sky. Not only did they deliver everything they promised (and more) they did so in a time crunch and with no complaints. ShoreTel Sky is an integral part of our team now, I know that as a manager I can rely on them to handle support cases without my "approval" or intervention.We live and breathe SalesForce and being able to integrate our phone system into our CRM solution has been absolutely vital to our continued success. My team can track calls, makes notes on accounts and more without ever leaving the screen. Being able to manage their phones, their call routings and voicemails from anywhere in the world is a major asset for an on the go workforce.I am extremely pleased with the product and service I have received so far and I look forward to seeing what they come up with next.

Product Usage

25 - ShoreTel is our primary system and is used by all levels of our staff from reception to executives.
2 - Our CIO and Director of Operations are here to support the system if required, that being said neither has needed to provide support for the system due to the support provided with the ShoreTel service.
  • ShoreTel is our primary phone and communications solution
  • ShoreTel allows us to drastically cut our IT and network costs
  • ShoreTel provides outstanding support for all employees and incredible ease of use. This reduces our requirement for training.

Evaluation and Selection

Talkswitch
Talkswitch, Cisco, Avaya, Microsoft

Implementation

We needed it done in a rush and ShoreTel had no problem speeding up the on boarding process and getting us up and running with full hardware within our shortened timeframe.
  • Vendor implemented
  • Implemented in-house

Training

  • Online training
  • Self-taught
Our team enjoyed the training and it empowered them to be more confident in the use of the phone software and hardware. The feedback from the training was overwhelmingly positive.
Due to the excellent support, extensive training materials (like PDF's and they own support wiki) you could very easily learn this system without ever attending an actual "training session". Most of our administrators have learned the system through just using the system.

Configuration

We have multiple companies running under the same roof and we did some custom configuration of call groups and incoming lines to ensure we provided the best available service to our clients.

Support

Each request is answered in a timely manner with clear time expectations laid out promptly. They have always been willing to answer even the smallest of concerns and they do not hesitate to go the extra mile.
No - ShoreTel support is beyond amazing and included with our service.

Usability

Even our most "technologically challenged" employees can easily use the system, setup a phone remotely and navigate the software with little to no training.

Reliability

We have experienced 100% uptime so far with no degradation issues or call quality concerns
Even though the system uses a lower bandwidth connection we have experienced a higher call quality than our previous system which required a T1 line and back up broadband connection.

Integration

  • Salesforce
The ShoreTel system integrates fully with our Salesforce solution. It provides automatic call identification, notes the file when a call is made and allows our reception team to quickly identify the proper party before a call is even picked up.
  • Not at this time

Vendor Relationship

They were honest about timelines, expectations, cost and limitations. Our rep was responsive to our multiple questions and did not hesitate to take the time to answer each call. After the initial sale our Implementation Manager was absolutely fantastic and made us feel like valued clients.
We pay monthly on a per profile basis. We also took advantage of the option to rent the hardware, versus buying.

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