ShoreTel

Cloud phone system & contact center software & services

4,2 /5 (210 reviews) Write a Review!

ShoreTel Overview

What is ShoreTel?

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.

ShoreTel Overview

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

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 3 others, India, Japan, Germany
Supported Languages
English

Media

Recording calls in ShoreTel contect center
ShoreTel contect center dashboard
ShoreTel screenshot: Recording calls in ShoreTel contect center ShoreTel screenshot: ShoreTel contect center dashboard

ShoreTel Reviews

ShoreTel Reviews

Overall rating
4,2
/
5
Excellent
110

Very good
70

Average
21

Poor
6

Terrible
3

Value for Money
3,9
Features
4,2
Ease of Use
4,2
Customer Support
4
86% recommended this app
Julie G.

Everything I need.

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.


Shae J.

Complex Implementation - Low Key Day-to-Day Maintenance


Natalie G.

Shoretel truly makes the communication process easier


Chris P.

Solid Phones & Sturdy products

I like that they are up to date on technology. I like the dial from keyboard function rather than dialing phone numbers all day. We have had many vendors, Shoretel/Mitel products have outlasted most other hardwares if not all.


William R.

Shoretel Communicator: Making Communication Easy

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.


Julie G.
Industry: Law Practice
Company size: 201-500 Employees

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

Shae J.
Industry: Computer Software
Company size: 51-200 Employees

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

Natalie G.
Industry: Philanthropy

Shoretel truly makes the communication process easier

Reviewed on 2015/05/21
Review Source: SoftwareAdvice

Pros

I rarely actually use my voicemail, but I understand that it's a necessary part of doing business with some. I appreciate that when I'm on the go, Shoretel's transcription allows me to still read voicemails, and the IM function is so necessary for intra-office communication. I love that I can access my voicemails via email and I never have to call in!

Cons

I think Shoretel could benefit from a few more user-friendly benefits like recording of chats. Once the window closes, it's gone. However, at its core, what it does best is the availability of voicemail across other platforms. That happens very well.

Also, I think that the interface that allows you to switch between the functions (calls, IMs, etc.) could be a little better organized. I've had complaints from colleagues that have been unable to figure out how to add contacts. When they try to set it up, they end up accidentally calling people.

Rating breakdown

Ease of Use

Likelihood to recommend: 8.0/10

Chris P.
Industry: Financial Services
Company size: 51-200 Employees

Solid Phones & Sturdy products

Used Daily for 2+ years
Reviewed on 2020/05/22
Review Source: Capterra

I like that they are up to date on technology. I like the dial from keyboard function rather than dialing phone numbers all day. We have had many vendors, Shoretel/Mitel products have outlasted most other hardwares if not all.

Pros

I have used Shoretel/Mitel for 10 years now, i have been using the same phone since implementation. These are sturdy and well put together phones.

Cons

The initial sales rep was kind of a shark. Needless to say he is no longer doing sales for shoretel. Shoretlel did the right thing and made good on his promises.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

William R.
Industry: Higher Education
Company size: 501-1 000 Employees

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

User recommendation
8/10
Based on 210 user ratings
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ShoreTel Pricing

ShoreTel Pricing

Starting from
N/A
Free Trial
Value for money

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

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

Value for Money
3,9/5
Based on 210 user ratings
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ShoreTel Features

ShoreTel Features

API
Activity Dashboard
Automatic Notifications
Call Monitoring
Call Recording
Call Routing
Call Transfer
Caller ID
Chat
Collaboration Tools
Communication Management
Conferencing
Contact Management
Customizable Branding
Instant Messaging
Real Time Reporting
Reporting & Statistics
Third Party Integration
Video Conferencing
Voice Mail
Features
4,2/5
Based on 210 user ratings
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Categories

Additional information for ShoreTel

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

    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