Updated April 08, 2015
MiCloud Connect (formerly ShoreTel): "A Shoretel Sky review from a company that recently deployed it."
Software Version
Sky
Sky
TrustRadius
MiCloud Connect (formerly ShoreTel): "A Shoretel Sky review from a company that recently deployed it."
https://www.trustradius.com/voipMiCloud Connect (formerly ShoreTel)Unspecified7.996101Overall Satisfaction with ShoreTel Sky
- Four digit extension dialing between branches and being able to transfer calls between branches works great.
- Customer service is always very helpful with any problems.
- The Phone Assistant is very easy to use and has a lot of features.
- The Shoretel Mobility app for iPhone does not work very well and is not very intuitive in my experience.
- We have had many intermittent instances of employees reporting that call quality is bad, sounds like the caller is garbled and underwater.
- I deployed Shoretel Sky to eleven branches in four states over a 6 month period and experiences were not very consistent. Had issues with not enough power bricks being sent with the phones, some phones not having the the face sticker showing messages, directories, etc., user guides (quick start guides) not getting shipped with the phones at some branches, and phones being programmed incorrectly. This made it very difficult to plan my trips to train employees and install these at the various locations.
- At my branch alone, we are saving over $500 a month using Shoretel Sky versus the phone company we were using before them.
- Shoretel Sky has increased customer service by allowing our employees to easily transfer a call to the proper department or branch no matter where they are located instead of giving the caller a phone number to call.
- Most of our locations did not have caller ID before Shoretel Sky. That feature has increased employee efficiency because when they know who is calling before they answer allows them to professionally greet their caller and have their info up on their computer as they answer.
Using ShoreTel Sky
80 - The employees at our company that uses Shoretel Sky include Owners, General Managers, Salesmen, Accounts Payable, Accounts Receivables, clerical, customer service, and IT personnel.
3 - I am the Decision Maker for all of our branches and we also have 2 Phone Managers for backup purposes.
- Customer Service
- Inter-branch Communications.
- Mobility
- The Conferencing feature is a nice benefit of Shoretel Sky.
- Phone Assistant is a very powerful feature of the system.
- Find me / follow me is a very important feature that makes it easy to locate someone.
- This question depends on what new features Shoretel Sky rolls out in the future.
ShoreTel Sky Implementation
- Implemented in-house
ShoreTel Sky Support
Using ShoreTel Sky
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Quick to learn Convenient Feel confident using | Lots to learn |
- Using Call Flow Editor.
- Making calls.
- Using Phone Assistant.
- Using the online portal to make changes to settings.
- The Mobility app does not perform like I thought it would. You cannot "hand off" the phone call between your desk phone and cell phone and back to desk phone.
- It would be nice if you could customize the actual phone so that more commonly used buttons like PARK would show up on the 1st screen instead of having to hit MORE every time.
- There are not a lot of things that are difficult with this system, it's overall a pretty easy system to use.
Yes - I am not a big fan of the Mobility App. I have it and half the time it doesn't even ring. I have all of the settings set correctly on my iPhone for notifications but yet I have to open it every day for it to receive phone calls from it. If it's not opened each day, it does not work. It is also hard to search for extensions for employees to call. From any other phone I can just dial the 4 digit extension but with the Mobility App, I have to dial the full 10 digit number.
