ShoreTel works for our mobile workforce
Updated August 10, 2016

ShoreTel works for our mobile workforce

Matthew Smith | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with ShoreTel

EXPENSIVE - beware of fees
Our whole company uses it
  • Technology - Allows rental of Cisco phones
  • Find me follow me feature
  • Customer Service - Process is lengthy and the "cases" seem repetitive and time consuming for the ShoreTel rep
  • Support response time - sometimes it takes WEEKS to get a response to a simple question
  • Fees - they now nickel and dime every account for every transaction
  • Integrity - they over billed us on 2 separate occasions for hardware that we had sent back. We were told we would not get full credit because it was our responsibility to report it sooner
  • Better customer service from features
  • No long distance charges
  • Hardware - Rent Cisco phones. The shoretel hardware is subpar
Shoretel is not what they used to be. They are now a fee based organization with poor customer service and tons of corporate red tape. We are locked into a contract and look forward to switching to a different company when that expires
Shoretel USED to be great. In recent months their customer service has become wore and worse and they add new fees all the time.

MiCloud Connect Feature Ratings

Hosted PBX
Call reports
Directory of employee names
Answering rules
Call recording
Call park
Call screening
Message alerts
Audio conferencing
Mobile app for iOS
Mobile app for Android
Not Rated

Using ShoreTel

It's working for us and we plan to implement it in our new locations.

ShoreTel Support

Long response times, escalation required for standard requests, unhelpful people, language barriers
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
No. They're awful. The company they acquired (M5) was great and shoretel ruined what they built