ShoreTel is the way to go for VoIP.
June 20, 2014

ShoreTel is the way to go for VoIP.

Jeremy Garver | TrustRadius Reviewer
Score 10 out of 10
Vetted Review

Software Version


Overall Satisfaction with ShoreTel VOIP

We are using ShoreTel throughout our entire organization as our voice communications platform. We also resell and implement ShoreTel products with our customers.

The ShoreTel environment has resolved our call center and sales communication nightmares. The biggest asset is the included communicator which gives everyone the access they need to have communications at the tip of their fingers.
  • The included communicator is a huge asset especially in call center environments or with one-click dial from a CRM program.
  • The ease of administration is phenomenal when compared with any of the competitors. One does not need to become a certified expert in order to administer the platform on a daily basis.
  • The reliability of the platform is great; 99.999 uptime.
  • They could make the multi-tenant capabilities more robust. If a company has a need to house two entities using the same phone system; there are some limits as to how much those two can be segregated.
  • The integration of their cloud offering is still having issues. They are working on it, but they still have a ways to go.
  • SIP integration is less than satisfactory, but that is really a SIP issue, more than ShoreTel. SIP seldom works well.
  • This really is dependent upon each individual environment. In the environments that I have seen; the positive impacts have been the ROI when compared to the competition and the increased employee efficiency.
ShoreTel is a much better solution than Cisco. They are not only more cost effective, but they are not as overly complex as the Cisco solution. ShoreTel is easier to implement and administer.
In my opinion, there is no better phone system.
Highly recommend using a PRI as opposed to SIP trunks. I recommend that with any phone system, not just ShoreTel. You will need to hire a certified and experienced installer to get you going, but for day-to-day operations the office administrator could learn to administer the platform.