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ShoreTel

Sunnyvale, California
ShoreTel was founded in 1996 and is a pioneer in cloud-based phone systems. ShoreTel is a national VoIP provider servicing...
1996
Year Founded
79%
Recommend It
19
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We installed phones and were to…

We installed phones and were to begin service with Shoretel May 24, 2017. However, since then the phones have not worked; first static on about every 3 of 5 calls, then static when transferring lines and cannot call out from certain extension. Finally, after a 70 chain email over the past 2 months, the phones finally work because we had to bring in two other vendors to troubleshoot. Our local IT team had consistently tried to work with Shoretel to find the issue with static on the phones lines to no avail until I wanted to cancel the service. They did not want to allow us out of contract without paying out the full service fee of 36 months. Then, finally, Shoretel offered insight into what the issue may have been. As of today, we have not be reimbursed for services not rendered since we have been unable to use the phones. Also, unfortunately, one of the two vendors broke one of our phones trying to solve an issue; we are unsure of which one but both are very trustworthy and cannot pinpoint when the breakage happened. Shoretel wants to charge additional for this phone as well. While the original cost of the phones was comparable to our other system, we have now spent additional hundreds (if not a thousands) more to make them work 2 months into the contract and countless hours of manpower. This has been the worst customer service experience I have had with a business in my over 15 years of corporate and privately owned business. I will be happy to update my review once I am able to see how future customer service is given.

We installed phones and were to begin service with Shoretel May 24, 2017. However, since then the phones have not worked; first static on about every 3 of 5 calls, then static when transferring lines and cannot call out from certain extension. Finally, after a 70 chain email over the past 2 months, the phones finally work because we had to bring in two other vendors to troubleshoot. Our local IT team had consistently tried to work with Shoretel to find the issue with static on the phones lines to no avail until I wanted to cancel the service. They did not want to allow us out of contract without paying out the full service fee of 36 months. Then, finally, Shoretel offered insight into what the issue may have been. As of today, we have not be reimbursed for services not rendered since we have been unable to use the phones. Also, unfortunately, one of the two vendors broke one of our phones trying to solve an issue; we are unsure of which one but both are very trustworthy and cannot pinpoint when the breakage happened. Shoretel wants to charge additional for this phone as well. While the original cost of the phones was comparable to our other system, we have now spent additional hundreds (if not a thousands) more to make them work 2 months into the contract and countless hours of manpower. This has been the worst customer service experience I have had with a business in my over 15 years of corporate and privately owned business. I will be happy to update my review once I am able to see how future customer service is given.

Pros: Features.
Cons: None.
Would Recommend: No
Matt T.'s review forShoreTel

From the get go this service has…

From the get go this service has been somewhat of a nuisance. The set up was horrible we paid $700 to set up the system ourselves. The Account was not set up correctly. They keep harassing saying that we owe them money. I paid them. these guys don’t save your info. so you have to spend time getting all information filled out in ShoreTel. Supposedly the first 6 months they have had an autopay feature but have failed to mention it. My Crew of people has spent over 8 hours figuring this system out/ dealing with the annoyance of system itself. If I knew I had to do so much set up myself would have gone with a completely different opinion. an option that integrates easily with my CRM. mean For the Setup cost being $700 the phone we received I found better phones for $115 we have 5. I could have had this set up for the same cost with more feature. Yes with probably just as much of a headache. But value for mone. This communication company is lacking the innovation or even the ability to keep up with tech age. As soon as our contract ends, which we are unfortunately locked into, we will start shopping around for new providers.

From the get go this service has been somewhat of a nuisance. The set up was horrible we paid $700 to set up the system ourselves. The Account was not set up correctly. They keep harassing saying that we owe them money. I paid them. these guys don’t save your info. so you have to spend time getting all information filled out in ShoreTel. Supposedly the first 6 months they have had an autopay feature but have failed to mention it. My Crew of people has spent over 8 hours figuring this system out/ dealing with the annoyance of system itself. If I knew I had to do so much set up myself would have gone with a completely different opinion. an option that integrates easily with my CRM. mean For the Setup cost being $700 the phone we received I found better phones for $115 we have 5. I could have had this set up for the same cost with more feature. Yes with probably just as much of a headache. But value for mone. This communication company is lacking the innovation or even the ability to keep up with tech age. As soon as our contract ends, which we are unfortunately locked into, we will start shopping around for new providers.

Pros: some feature.
Cons: customer service.
Would Recommend: No

This is a cumbersome, one…

This is a cumbersome, one dimensional, poorly designed system. The company I work for moved to Shoretel shortly after they purchased Corvisa. The support staff knows very little about the operation of the phone. They are slow to respond and the answer is generally NO. Not, no, but maybe in the future, but simply NO. Transferring a call is a process. If you’re not a receptionist and transfer calls all day – forget it. I’m a reasonably intelligent human being. I have to tell the customer on the calls I transfer “this probably is going to disconnect.” You can not transfer straight into another voice mail. There is an online portal where you can set preferences etc. It’s not that bad. There is also a desktop application. It’s handy but more of a nuisance. If you delete voice mails online, it does not talk to the app. You have to delete the same emails on the app as well. A known issue, but NO it’s not going to be addressed in the future. We have two main lines. If a call comes in in line 1 and no-one can answer, it rings for 30 seconds before ringing line 2. If no-one is available to answer line 2 it rings another 30 seconds before going to voice mail. Now this example is a rarely a situation, but when we presented the question of reducing the time to 15 seconds…NO. Are you seeing a pattern? VoIP maybe less money, but ShoreTel’s solution is less than worth it.

This is a cumbersome, one dimensional, poorly designed system. The company I work for moved to Shoretel shortly after they purchased Corvisa. The support staff knows very little about the operation of the phone. They are slow to respond and the answer is generally NO. Not, no, but maybe in the future, but simply NO.

Transferring a call is a process. If you’re not a receptionist and transfer calls all day – forget it. I’m a reasonably intelligent human being. I have to tell the customer on the calls I transfer “this probably is going to disconnect.” You can not transfer straight into another voice mail.

There is an online portal where you can set preferences etc. It’s not that bad. There is also a desktop application. It’s handy but more of a nuisance. If you delete voice mails online, it does not talk to the app. You have to delete the same emails on the app as well. A known issue, but NO it’s not going to be addressed in the future.

We have two main lines. If a call comes in in line 1 and no-one can answer, it rings for 30 seconds before ringing line 2. If no-one is available to answer line 2 it rings another 30 seconds before going to voice mail. Now this example is a rarely a situation, but when we presented the question of reducing the time to 15 seconds…NO. Are you seeing a pattern?

VoIP maybe less money, but ShoreTel’s solution is less than worth it.

Pros: Can't think of a single one.
Cons: None.
Would Recommend: No

We have been with Shoretel …

We have been with Shoretel and M5, the company they acquired 5 years ago. While reliability has increased, service has plummeted. They used to have a great team in Rochester NY that was knowledgable and immediately responsive. Now, they have now farmed out customer service to overseas companies. As I write this (standard workday), I have been waiting on the phone for service for almost two hours! and am about to give up. Two weeks ago, one of their agents “adjusted” our set up and screwed it all up. We were unaware that for a few days, our auto-attendant system was in the night mode and told all callers during the day that we were closed. For a few days after that, calls to our sales que went nowhere and then the call was dropped. It seems like Shoretel is expanding too quickly and losing sight of what matters. Perhaps they will save money with lower cost customer service but lose their clients. After 10+ years with the company, we may have to look for another service provider.

We have been with Shoretel and M5, the company they acquired 5 years ago. While reliability has increased, service has plummeted. They used to have a great team in Rochester NY that was knowledgable and immediately responsive. Now, they have now farmed out customer service to overseas companies. As I write this (standard workday), I have been waiting on the phone for service for almost two hours! and am about to give up.

Two weeks ago, one of their agents “adjusted” our set up and screwed it all up. We were unaware that for a few days, our auto-attendant system was in the night mode and told all callers during the day that we were closed. For a few days after that, calls to our sales que went nowhere and then the call was dropped. It seems like Shoretel is expanding too quickly and losing sight of what matters. Perhaps they will save money with lower cost customer service but lose their clients. After 10+ years with the company, we may have to look for another service provider.

Pros: Pretty reliable system.
Cons: Service declined precipitously.
Would Recommend: No

We switched our phones to…

We switched our phones to Shoretel and saved 35% per month in the first month. We currently have 35 phones and grow by 2-3 per month and Shoretel takes care of all it. I highly recommend them.

We switched our phones to Shoretel and saved 35% per month in the first month. We currently have 35 phones and grow by 2-3 per month and Shoretel takes care of all it. I highly recommend them.

Pros: Cost and Easy.
Cons: None.
Would Recommend: Yes
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Provider Overview

ShoreTel was founded in 1996 and is a pioneer in cloud-based phone systems. ShoreTel is a national VoIP provider servicing more than 10,000 companies with an enterprise-class phone system. The story goes that in 1996, founders Edwin J Basart and Mike Harrigan asked “can’t there be a better way” to provide phone service? Under the name Shoreline, they released their first products in 1998, and within a few years, they were expanding into contact centers. ShoreTel’s key mission is to provide phone systems and applications with an experience that is customizable to all business’ needs.

In 2010, they acquired mobility provider Agito Networks, and in 2012 they purchased M5 Networks. M5 Networks was rebranded as ShoreTel Sky, and now ShoreTel offered both on-premise and cloud-based phone services.

Customers of ShoreTel enjoy optimal reliability and quality of calls on a private, dedicated connection — without ever having to rely on a third party solution. Look to ShoreTel’s innovative cloud based solutions to stay connected and productive even when your team is apart. ShoreTel has over 900 VARs, VADs, and other channel partners. They have regional headquarters in United Kingdom, Germany, India, and Australia.

 

Editor’s Bottom Line:
In a business environment where many businesses can’t decide whether to go for an on-premise solution or throw out everything and use a cloud-based system, ShoreTel gives the choice of either, or both, letting the customer move seamlessly from an outdated PBX to the most modern IP telephony available today. Many business owners are intimidated by the costs associated with a new phone system, which makes it reassuring for potential customers that ShoreTel has been recognized numerous times for having the lowest total cost of ownership (TCO). Similarly, they alleviate concerns about reliability by having a redundant architecture; their reported uptime is 99.999%.

Using the most complex technology to make using it simple, subscribers are able to move a conversation from text-based to audio or video, then expand even further to desktop sharing and online meetings with multiple participants.

For better or worse, ShoreTel locks customers in to using their native hardware (i.e., phones). ShoreTel oversees every path the data will move through, from the phones themselves to the location where the phones switch to other providers’ network.

ShoreTel Mobility is one of the first VoIP products that work with the Apple Watch.

 

Best for:
The on-site solutions are best for any organization that intends to stand the test of time. This can mean long-standing profitable businesses, but also important government institutions that are location-based (e.g., schools, executive offices).

The cloud-based solutions are for any organization that is looking to start seeing savings immediately.

Both solutions have most of the same world-class features that will let businesses spend more time connecting with clients, make it easy to collaborate with colleagues, and waste less time.

 

Most Popular Plan: ShoreTel Connect
ShoreTel’s cloud-based business VoIP solution is both hosted and managed. The way in which ShoreTel differs from other providers, is their commissioning of experts to walk you through the best solution for your particular business, every step of the way. Additionally, ShoreTel relegates expert training professionals to offer new customers both remote web-based training for new users, in addition to on-site help (if desired). Clients greatly appreciate and rely on ShoreTel’s high performance standards, which are backed up and transparent on their ‘Trust’ site – a real-time, public report of their system status.

Monthly fees are up and around $40 per month/user, though there are two components to their fees, in private network per location/per phone. This results in variance in price, with optional add-ons such as contact center, hosted call recording, and more. In terms of inclusions with their service, not to mention personalized and efficient customer service – industry professionals would expect that clients would pay more. There are no setup, activation, shipping, or cancellation fees, with implementation of their systems (of standard size) taking approximately 30-45 days. ShoreTel wants to make sure that you’re satisfied, covering all bases, staging rollouts (from installation to training) in a strategic and orderly fashion; appointing a ShoreTel Project manager to exclusively work with you throughout this process.

ShoreTel offers these free features and more (over 90 in total) with their service: Call Rules, Caller ID Rules, Privacy Rules, Directory, Presence, Auto Attendant, Enhanced Voicemail, “Hot Desk” Call Transfer, Call Park, Coaching Solutions, Time Specific Call Routing, Call Monitoring, E911, Address Book, Skills-Based Call Routing, Find Me/Follow Me, Cloud Integration, CRM/ERP (e.g. Salesforce.com, Netsuite, Sage, etc.) Click-2-Dial, Applicant Tracking

 

Exclusive Options:
ShoreTel Unified Communications Suite, which includes:

  • ShoreTel Communicator: Offered at no extra charge, clients of ShoreTel receive the Communicator, a desktop application that provides IM, screen sharing, presence and video chat. Workers may also transfer files, among other abilities.
  • ShoreTel Mobility: Keep a handle on your phone system even if you are away from your desk, using ShoreTel Mobility. The mobile VoIP client allows for extension dialing, transfer, conferencing, call parking, directory query, and ability to by leverage your personal device and an available network (Wi-Fi/3G/4G or cellular).
  • ShoreTel Scribe VoiceMail to E-mail Transcription (available at an extra charge): Voice messages are sent to an email inbox of your choice.

In general terms, it’s information integration and consolidation, turning your phone system into a powerful entity, capable or collecting metrics, documenting orders, and providing real-time analytics. This only scrapes the surface, with ShoreTel Sky integrating Salesforce.com, Netsuite, SageCRM, along with applicant trackers in Bullhorn, JobDiva, Maxhire, operating successfully with browsers and productivity tools like Firefox, Chrome, and Microsoft Outlook.

 

Awards & Recognitions:

  • Heather Tenuto, the Vice President of Worldwide Channel Programs and Sales, was recognized by The Channel Company, and named to the list of CRN 2015 Channel Chiefs.
  • Winner, Customer Magazine 2014 Contact Center Technology AwardWinners.
  • Winner, 2014 Gold Stevie Award for Technology Product of the Year in both Australia and Singapore categories, plus New Business Product of the Year in All Other Nations category.
  • Winner, 2008-2015 Nemertes Research Best IP Telephony Provider.
  • Clients include AT&T Park (home of the San Francisco Giants) and The City of Oakland, CA

 

Customer Support Hours and Locations:

  • US- UK- and AU/NZ-based customer support 24/7
  • US: 1 844 746-7383; Europe, Middle East, Africa: +44 (0) 808 134 9920; Australia, New Zealand & Asia Pacific: +61 1 800 258 533
Screenshots
  • ACD Activity Report
    ACD Activity Report
  • Agent Status Reporting
    Agent Status Reporting
  • Mobile App
    Mobile App
  • PBX Phone
    PBX Phone
  • Salesforce Integration
    Salesforce Integration

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