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Shoretel doesn't fall shor(t).
June 17, 2014

Shoretel doesn't fall shor(t).

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

13.0

Overall Satisfaction with ShoreTel VOIP

I've had experiences with Shoretel at multiple organizations. It's addresses all of our problems with telephony that I can think of. From ease of use for users to ease of management by IT faculty. They're one of the first solutions I recommend to friends looking for VOIP recommendations. One of my favorite problems it addresses is easy hunt grouping and telephone moves.
  • IP Telephony - Does what it needs to do well and just works
  • Load Balancing - Easy to set up and flexible enough for special configurations
  • Easy Management - Literally just a few clicks to do anything you want
  • Customizable phones - So you can put those wacky backgrounds on :)
  • Phone quality - When things break.. they often just straight out break. No hope to rescue or restore a bad phone.
  • Browser compatibility - You risk corrupting the database by using too "new" of a browser.
  • Upgrades - Vendors often want to keep you on an old version instead of giving you access to the latest.
  • Customer Service - Our customers love our ShoreTel system because it gets them where they need to be.
  • Cost Savings - Moving to VOIP saves everyone money! Management loves it, IT Loves it, your bottom line loves it!
  • Internal Communication - No more long distance dialing between locations.. things just work.
  • Cisco Unified Contact Center,Microsoft Lync
ShoreTel does a lot of things right, and very few wrong. Cisco is fantastic but can be needlessly complex, and their softphone technologies just don't work as well. Lync is a great product as well, but unfortunately just doesn't tie in to an infrastructure the way that I'd like to see for a full-stack VOIP solution.
As an IT veteran, I give it a 10/10 for one simple reason. It works, it works well, and it stays out of my way! I'm not hounded by constant updates or maintenance, and it pretty much runs and runs without a hiccup 24/7. Adding new users is easy, and adding new locations is easy. It's as close to 'plug and play' as I could imagine a VOIP system being. And with how busy IT departments are, that pays dividends!
ShoreTel is well suited for just about any environment looking to add to their IP VOIP telephony suite. It can do anything that all the big players do, like CISCO, at a fraction of the cost in some cases. The best way to get integrated into your environment is to hook up with a good telecom vendor that can share the burden of initial setup. There are some complexities that if you aren't experienced in VOIP, then telephony can be a broad stroke for your run of the mill IT department.