Is ShoreTel Worth the Cost? You Get What You Pay For.
Anonymous | TrustRadius Reviewer
June 20, 2014

Is ShoreTel Worth the Cost? You Get What You Pay For.

Score 9 out of 10
Vetted Review
Verified User
Review Source

Software Version

13

Overall Satisfaction with ShoreTel VOIP

I work for a managed service provider supporting clients who use ShoreTel for voice calls (internal & external) and presence/instant messaging.
  • ShoreTel Phones are top-notch; they're built like "tanks."
  • ShoreTel works exceptionally in all sorts of environments.
  • Call quality is usually excellent, even w/o QoS enabled at the network layer (in most cases).
  • ShoreTel can be challenging to setup (plan ahead).
  • ShoreTel should does NOT provide much documentation, unless you're working with a reseller.
  • The appliances - although high quality - need to be rebooted if a network port change is made.
  • Using ShoreTel company wide, with offices throughout the country, saves costs on long-distance charges.
  • Increased employee productivity via the use of presence information with Outlook integration.
  • Lync,RingCentral,Grasshopper
Microsoft Lync is a worthy alternative, offering the same feature setup and more, but can be more difficult to setup. Lync is NOT a "Next-> Next -> Finish" implementation/setup process. RingCentral is ok. It is a low-cost alternative that is hosted and works well for small businesses (less than 50 users). However, they have a ways to go. The service can be spotty, the software is buggy, and sometimes the call routing is a mess. Grasshopper is excellent. Extremely easy to use!
Renewing with ShoreTel will come down to continued cost of maintenance vs. replacement cost (ie Lync), and whether the business/client needs require it. ShoreTel is usually on the high tier, but with technology you get what you pay for.
ShoreTel is a great solution for larger organizations (50+ users); the total cost of ownership is too high if the user count is less.