ShoreTel

ShoreTel

Cloud phone system & contact center software & services

4.3/5 (197 reviews)

ShoreTel Overview

ShoreTel is an all-in-one telephony cloud solution that offers a range of products covering a business phone system, VoIP, cloud PBX, hosted contact center, and unified communications. There are also a number of optional add-on features for conferencing, automated attendant services, calling, business intelligence, and more. All products and add-ons can be integrated together for additional capability.

ShoreTel's hosted contect center offers all of the expected features of an app of this nature, such as ACD skills-based routing, hold options, call recording, agent monitoring, and business performance reporting. This product integrates with the business phone system product enabling employees outside of the call center to take calls from agents. This integration also ensures all call data and customer interactions are recorded and logged in one system.

ShoreTel offers a highly configurable solution with the ability to decipher queuing rules, agent & supervisor permissions, call work flows, evaluation forms, and more. You can also decide on the type of hold treatment you'd like to implement, uploading audio files to an audio library for use during hold treatment. Screen pops show agents all relevant caller and call information, with the ability to add custom fields and notes. ShoreTel also integrates with Salesforce to sync call center data with accounts.

Pricing

Starting from
N/A
Pricing options
Free Trial
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Canada, China, Europe and 5 others, Germany, India, Japan, Latin America, Middle-East and Africa

Supported Languages

English

ShoreTel Reviews

Overall rating
4.3/5
87% positive reviews
105
Excellent
66
Very good
18
Average
5
Poor
3
Terrible
Chase L.

From the perspective of a Call Center Quality Assurance Specialist.

Used Daily for 2+ years
Reviewed on 2017/11/14
Review Source: SoftwareAdvice

If you are a business who is not concerned about Quality Assurance for their call center, or if cost is an immediate issue, then this is a great, affordable option for you with some awesome features (silent monitor, silent coaching, call barging) that some other business VOIP systems don't allow/offer (note: costs may be an issue right away, but it can be more costly to have to switch your businesses entire VOIP system later).

If you're concerned about the quality of your customer service or sales reps for your call center, or plan to grow big enough to have the need for a Quality Assurance department, it would be wise to look into other options that will streamline that department and work in tandem with your customer service/sales telephony system.

Pros

This product has a lot of great features that make it worthwhile to businesses:

- the lowest price on the market (they guarantee the lowest price for their service)
- option to "barge" calls (3-way the call without being transferred in)
- option to silent monitor reps (monitor the reps with your phone on mute)
- option to silent coach reps (talk to or coach your reps without the customer hearing)
- see who is not on the phone, on a call, or has their phone set to do not disturb/busy/etc.

Cons

Mono recordings for calls; this is especially limiting for my job function (Call Center Quality Assurance), as to transcribe conversations you need dual stereo recordings to be able to differentiate your customer service rep from the consumer/customer. It is also such an old platform that it's difficult to find any 3rd Party Quality Assurance programs that are compatible with daily monitoring of our businesses customer service/sales reps.

Rating breakdown

Value for Money
Ease of Use

Likelihood to recommend

6.0/10

Easy to Use Phone System and Cost Effective

Used Daily for 2+ years
Reviewed on 2018/06/04
Review Source: Capterra

Pros

I found this product to have a user-friendly interface when managing the phones in our organization. What I liked the most about the product is the ease in knowing which phone blocks are available for use, as well as the number of phone numbers available in that specific block. Additionally (unlike Cisco Call Manager) it shows the full phone number. This is VERY useful if you are forced to have different call blocks with different prefixes. Not to mention, the call communicator for each user was AMAZING. We could easily make calls to other extensions (or outside numbers) from our desktop using the communicator. Also, if you wanted to call someone in your organization, it will indicate if the person is available (green) or on a call (red). Also great for our call center that had a call queue available.

Cons

Nothing that I could think of that I liked least about the product. I think this is a very user friendly interface and we had no complaints when using.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Shae J.

Complex Implementation - Low Key Day-to-Day Maintenance

Used Daily for 2+ years
Reviewed on 2018/12/12
Review Source: Capterra

Pros

We were lacking quite a bit with our prior phone system. So the transition to shoretel was much needed. I was involved with the RFP and pricing discussion with a multitude of vendors. In all cases, Shoretel offered the greatest amount of features, including integration with our CRM (Dynamics) all while having the lowest price point. As the Director of HR, I am able to act as system admin with zero technical background, which is also greatly appreciated.

Cons

Reporting analytics are limited. Requires integration with third-party product to get the analytics we prefer. That being said, we dive more into our call details as we are a call center and execute performance metrics at the agent-level based on said data.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

7.0/10
Julie G.

Everything I need.

Used Daily for 2+ years
Reviewed on 2019/02/01
Review Source: Capterra

I'd say we've had a seamless integration of ShortTel at our firm. I love the added features and how easy they are to use. Fits very well in my day-to-day operations.

Pros

Our company switched to ShoreTel a few years ago, and I've noticed a significant difference in how I use my phone and voice services. The desktop application makes it extremely easy to track missed calls, know the status of people I'm trying to get a hold of, and forward any calls when I'm out of the office.

Cons

Only one complaint - when voicemails get sent to my email, I have to listen to them through my external phone speakers instead of the earpiece. Sometimes I get confidential calls, so I can't be discreet about checking my messages.

Rating breakdown

Ease of Use

Likelihood to recommend

8.0/10
William R.

Shoretel Communicator: Making Communication Easy

Used Daily for 1+ year
Reviewed on 2018/11/27
Review Source: Capterra

Shoretel has really helped to streamline and make our communication efforts more effective. I rarely type in anyone's phone number; I simply look them up in the system or reference my saved contacts.

Pros

I like the line redirection feature the most. You can configure and redirect your line to your mobile phone with one click, which is great and convenient for remote or offsite days. I also like the messaging feature because not everyone in my company uses Skype, but most everyone uses Shoretel. Shoretel also replaced all of our physical phone directory sheets, which is a nice step into the 21st century.

Cons

The call history feature doesn't always update in real time. I've seen instances of a missed call not showing up immediately in my call history, making it impossible to promptly return the missed call.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10

ShoreTel Pricing

Starting from
N/A
Pricing options
Free Trial
Value for money

ShoreTel offers tailored pricing to meet your needs. Contact ShoreTel to get a quote.

ShoreTel Features

  • API
  • Call Monitoring
  • Call Routing
  • Call Transfer
  • Caller ID
  • Chat
  • Conferencing
  • Instant Messaging
  • Live / Video Conferencing
  • Reporting & Statistics
  • Voice Mail

  • Activity Dashboard
  • Automatic Notifications
  • CRM Integration
  • Call Recording
  • Call Reporting
  • Monitoring
  • Receiving
  • SMS Integration
  • Third Party Integration

Additional information for ShoreTel

Key features of ShoreTel

  • ACD (Automatic call distribution)
  • Agent and queue status
  • Agent scoring
  • Audio library
  • Barge and Whisper features
  • Call detail reporting
  • Cloud VoIP
  • Configurable hold treatment
  • Configured reports
  • Current ACD activity reports
  • Dashboards & reports
  • Interactive Voice Response (IVR)
  • Multiple queue properties
  • Outbound dialer
  • Prioritized skill routing
  • Unlimited queues
  • Virtual PBX

Benefits

  • ShoreTel lets you integrate your business phone system with your cloud call center offering click-to-dial functionality, inbound screen pops, automated call records, and more.

  • Choose to add a contact center agent license to any ShoreTel phone profile to allow any employee to become part of the call center queue, improving service during busy periods.

  • ShoreTel offers all of the expected cloud call center features such as ACD, prioritized skills routing, configurable hold options, call recording and audio files.

  • Utilize a range of queue properties such as priority queueing, timeout escalation, recording, automated wrap-up time, routing algorithm types, service levels and whisper announcements of incoming calls.

  • See a set of live dashboards that can be connected to a PC or TV to be used as a "wallboard". Analyze real-time performance data to improve service levels and recognize potential problems.

  • ShoreTel FAQs

    Below are some frequently asked questions for ShoreTel.

    Q. What type of pricing plans does ShoreTel offer?

    ShoreTel offers the following pricing plans:

    Free Trial: Not Available

    ShoreTel offers tailored pricing to meet your needs. Contact ShoreTel to get a quote.

    Q. What are the main features of ShoreTel?

    ShoreTel offers the following features:

    • ACD (Automatic call distribution)
    • Agent and queue status
    • Agent scoring
    • Audio library
    • Barge and Whisper features
    • Call detail reporting
    • Cloud VoIP
    • Configurable hold treatment
    • Configured reports
    • Current ACD activity reports
    • Dashboards & reports
    • Interactive Voice Response (IVR)
    • Multiple queue properties
    • Outbound dialer
    • Prioritized skill routing
    • Unlimited queues
    • Virtual PBX

    Q. Who are the typical users of ShoreTel?

    ShoreTel has the following typical customers:

    Large Enterprises, Mid Size Business

    Q. What languages does ShoreTel support?

    ShoreTel supports the following languages:

    English

    Q. What type of pricing plans does ShoreTel offer?

    We do not have any information about what ShoreTel pricing plans

    Q. Does ShoreTel support mobile devices?

    ShoreTel supports the following devices:

    iPhone, iPad

    Q. What other apps does ShoreTel integrate with?

    ShoreTel integrates with the following applications:

    AuguTech, Bitium, JobDiva, Klipfolio, Logicbox, Oreka TR, SpitFire, Tigerpaw, VPI Capture, injixo

    Q. What level of support does ShoreTel offer?

    ShoreTel offers the following support options:

    FAQs, Knowledge Base, Online Support, Phone Support, Video Tutorials