ShoreTel Sky have some useful features: ShoreTel Sky Communicator turns conference calls into active web sharing with video, presentation mode and more. ShoreTel Sky Mobility keeps you connected with deskphone features and functionality everywhere. ShoreTel Sky Advanced Application integrations amplify and enhance CRM and ERP functionality and ShoreTel Sky Contact Center improves the quality and quantity of profitable customer contacts.
Abacus Service Corporation, AIPAC, Airlie Womens Clinic, All Erection Crane And Rental Corporation, Aquent, Aspire, Bonobos, Brooklyn Brewery, Cable Scope, Caduceus
| Author info | Rating | Review Summary |
|---|---|---|
| Office Manager with 51-200 employees | 4.0 | I find Phone Assistant and Service Portal very useful, and customer/technical support is responsive and helpful. While there are occasional quick outages, VoIP was a great improvement over our old POTS system. |
| IT Director and Manager at a healthcare company with 51-200 employees | 4.5 | We value ShoreTel's Phone Assistant and customer portal for self-service changes. Using our existing Cisco phones is a major advantage. We'd like more portal control, but overall, it's a good fit for us. |
| Project Specialist with 51-200 employees | 4.0 | I've used ShoreTel Sky for 3 years, finding its features easy to use and connecting our 15 branches. While initial network and intermittent VOIP issues occurred, customer service was knowledgeable and responsive. |
| Director of Online Operations at a manufacturing company with 51-200 employees | 4.0 | Shortel Sky has been great for us, especially with high employee turnover, allowing quick setups. The portal is good, though call flow needs improvement. Customer service is helpful but slow to respond. |
| Infrastructure Expert at a computer software company with 51-200 employees | 4.0 | I value the easy admin tool and excellent mobility (softphone, app) that enables remote work. Deployment was smooth, and support is great, despite minor upgrade hiccups. It was a positive switch from our old PBX. |
| Business Analyst at a healthcare company with 51-200 employees | 3.0 | I value the visual voicemail and reporting that helped reduce hold times. However, the system lacks a unified experience, with features spread across different platforms, and work-from-home setup was challenging. |
| Recruiter with 1,001-5,000 employees | 4.0 | I've used this mobile unit for five years, finding it valuable for interactive work across locations. Deployment was issue-free, and I've received excellent customer and technical support. |
Phone Assistant is very useful, as is the Service Portal.
Occasional outages, but they're usually resolved very quickly.
Customer service is generally responsive and courteous.
Technical Support:Technical support folks are generally knowledgeable and helpful.
We moved to VoIP a little over five years ago, after having a traditional POTS system, and it was a great improvement in terms of capability and service.
I was not part of the initial set-up, so I can't speak to that.
Phone Assistant; The new customer portal for all moves, adds and changes and the ability to continues to use our Cisco phones.
We rely on using ShoreTel's Phone Assistant as an integral part of our company and how it functions. We have control to change call groups, add/remove users, etc. without having to contact someone.
The fact that we can use our own already owned Cisco phones on their Sky network is a great advantage to us. Changing handsets would be a burden on the company.
Perhaps allowing more control over user functions from the customer portal, otherwise the solution is a good fit.
Shoretel Mobility, Phone Assistant, & ShoreTel Sky Portal are very easy to use.
We have 15 branches that are now connected as though we are housed in the same building.
3 Years - ShoreTel Sky
Some network issues in the beginning but other than that, really no problems.
Some intermittent connectivity issues are inherent with VOIP systems.
No issues.
Their customer service reps are very knowledgeable and responsive to any problems.
Very straightforward
In-house
Using Shortel sky has been great for our company. We have a normal to high employee turn over rate, especially in our sales dept. And having access to the shortel sky portal has made this simple for IT to make the changes.
Every time we hire a new employee, we can have them up and running in a matter of minutes with no outside help.
The portal is very good, but could use more function and streamline, especially in the call flow section.
2+ years
Very little, we were changing over from an analog line.
Yes, but not due to Shortel, it had to do with our internet provider. I think we are in the clear now.
Very little, call flow has some difficulties but nothing we cant manage.
8, they are very helpful, but can take 24 hours to respond. I would like a 2-4 hours response time.
Technical Support:Very good, although not much was needed.
We were on an old system before, it was junk and took a specialist to make changes.
Straightforward.
We dealt with Shortel sky and our in house IT.
The Portal administrator tool is very easy to navigate and understand; this has to be my favorite feature. As far as functionality, the mobility, softphone, and deskphone options allow anyone to stay connected from any device. If I don't want to use my desk phone, I can pull up the mobility app on my iPad, Galaxy Note, or the softphone on my tablet.
We now have many more remote workers than we have ever had. This allows us to farm many markets for talent, otherwise unavailable to us.
2 1/2 years
No issues with deployment at all.
There have been a few hiccups in the system as ShoreTel upgrades their infrastructure, but these are far and few between.
None.
9 out of 10
Technical Support:9 out of 10
We had an internal PBX. After hurricane Ike took us out for 10 days, we made the switch. It was one of the best decisions we made.
The initial setup was fantastic. We were guided every step of the way.
We implemented this ourselves, with ShoreTel's assistance.
Visual voice mail is everyone's favorite, because no one wants to listen to voice mail. The queue reporting has also helped us optimize staffing levels to handle call volume.
With the reporting available from Shoretel we were able to adjust our staff scheduling and decrease average hold times from 60 seconds to 30 seconds.
The experience does not feel "Unified." With the recent acquisition of M5 they acquired a bunch of new features, but have not been able to make all UC features available from one website or one program.
Since 2009
Our "work from home" users had a little struggle with the initial setup. We had to reconfigure their firewalls to allow the voice data to go through.
Ring Central and Five 9. We went with Shoretel because of our experience with them previously.
Mobile unit
Allows us to work interactively through different locations.
5 years
None.
Excellent.
Technical Support:Excellent.
![ShoreTel Sky [EOL] Logo](https://images.peerspot.com/image/upload/c_scale,dpr_3.0,f_auto,q_100,w_100/bxx49lfjlyc3gxbi9a93tfevxmrz.jpg?_a=BACAGSGT)
![Cisco Unified Communications vs ShoreTel Sky [EOL] Logo](https://images.peerspot.com/image/upload/c_scale,dpr_3.0,f_auto,q_100,w_30/0dra2w8zbx5vrvwmhkdswx9l90ys.jpg?_a=BACAGSGT){kind=small}
![Digium Asterisk vs ShoreTel Sky [EOL] Logo](https://images.peerspot.com/image/upload/c_scale,dpr_3.0,f_auto,q_100,w_30/CZzg224G2nLuD1jPyrT5m9W5.png?_a=BACAGSGT){kind=small}
![Mitel Application Suite vs ShoreTel Sky [EOL] Logo](https://images.peerspot.com/image/upload/c_scale,dpr_3.0,f_auto,q_100,w_30/bxx49lfjlyc3gxbi9a93tfevxmrz.jpg?_a=BACAGSGT){kind=small}
![Vertical Solutions Wave IP vs ShoreTel Sky [EOL] Logo](https://images.peerspot.com/image/upload/c_scale,dpr_3.0,f_auto,q_100,w_30/NrsG232tfLxQvwmF7noyQtAc.png?_a=BACAGSGT){kind=small}