ShoreTel Review

Company Overview

ShoreTel is a company that was founded in 1996 and has its headquarters in California, but operates offices all over the world, including the UK, Australia and Germany. They provide products for anything from small businesses of 10 user, to large enterprises of up to 20 000 potential product users. ShoreTel Sky was developed in 2000 and their approach to communications is holistic, incorporating the engagement and understanding of employees, as well as customer satisfaction. The company openly publicizes their performance records, including, for example, how many support tickets were submitted in the last 30 days, the average response time and the average time to resolve the issue. This open ethos breeds a feeling of security and trust in ShoreTel Sky.

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Features

  • Individual extensions

  • Hunt groups – multiple phones ring when one number is called. There are also ring groups

  • Voicemail boxes

  • A recorded message (i.e. hours or operation, address, etc.)

  • Call recording and logging

  • The company dial-by-name directory

  • Mobility / cell phone apps

  • On demand conferencing and many conference call options and settings.

  • Shoretel Sky Fax

  • Voicemail to email transcriptions

  • Instant Messaging

  • File transfer and desktop sharing

  • Peer-to-peer video chat

  • On-phone call logs

  • Inbound/outbound call reports

  • Virtual phone number and conditional call forwarding

  • Call screening and various inbound / outbound caller ID options

  • On-screen pick up, On-phone presence monitoring, Find me/ follow me

  • Full integration with computer systems

VoIP Packages/Plans:

Basic Cloud: This typically includes dial tone with inbound and outbound local and long distance in the United States, voicemail features and can come with limited call routing capabilities. Sometimes phone handset options are available. Comparative prices can start from $9.99 / month.

Hosted Contact Center – A call center system fully integrated with your business phone system.

Unified Communication: Communicate using the same system wherever you are and whatever you’re using, whether it’s your mobile phone, home computer or laptop.

No prices are initially available but to find out your options you can talk to an advisor or use the online portal to get a quote.

Customer Support / Easy of Setup

You can watch the tour video, or you can watch demonstration videos of the suites on offer. The website is quite complex and confusing to use.

Customer support is offered in a variety of ways, via phone or submitting a ticket online. The support center has its own section of the website and there are demos to watch, blogs to read, regular status updates and FAQs. They monitor and publicize how long each problem takes to resolve and their statistics show that 80% of issues are resolved within 72 hours.

Bottom Line:

There’s a lot to take in here because of the far-reaching and extensively detailed service ShoreTel Sky offers. There are so many different product options that it can feel overwhelming. However, you can put your package together with a sales representative and choose the features you need, so you’re never wasting time or money with features that are surplus to the needs of your business.
 

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