Item: MiCloud Connect
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

ShoreTel VOIP was used across the whole organization, and it specifically helped centralize customer service and reduce the time our customers were on hold. Our goal was to get our customers on the phone with a human as quickly as possible, and ShoreTel allowed this to happen with very little effort.

Pros and Cons

ShoreTel made internal communication very easy. Users can instantly see if someone is available or currently busy.
ShoreTel makes a mobile solution that is seamless.
ShoreTel is flexible and made the admin's job effortless.

Mobile solutions can always be improved.
Softphone features could be more robust.
The software was a bit busy and hard to monitor customer service reps.
Reporting was not intuitive.

Return on Investment

Better customer service experience
Costly equipment
Internal communication improved

Alternatives Considered

ShoreTel is much more intuitive and the features are more cost efficient.

Likelihood to Renew

I am no longer employed by the company that has ShoreTel, however I would recommend the continued use of the product to this day.

Likelihood to Recommend

What type of mobile solutions are available?
How quickly can the admin change complex call routing?
What type of reporting is available, and who can access / run these reports?
What happens if the power goes out?
How easy is it for a user to turn on/off out of office settings?
Does the system integrate to MS Exchange?

ShoreTel - End User Dream

Overall Satisfaction with ShoreTel VOIP