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ShoreTel Sky OverviewUNIXBusinessApplication

What is ShoreTel Sky?
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.
ShoreTel Sky Customers
Abacus Service Corporation, AIPAC, Airlie Womens Clinic, All Erection Crane And Rental Corporation, Aquent, Aspire, Bonobos, Brooklyn Brewery, Cable Scope, Caduceus
ShoreTel Sky Video

Archived ShoreTel Sky Reviews (more than two years old)

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ITCS user
Office Manager with 51-200 employees
Vendor
The Service Portal is useful feature, but there are occasional outages.

What is most valuable?

Phone Assistant is very useful, as is the Service Portal.

What needs improvement?

Occasional outages, but they're usually resolved very quickly.

How are customer service and technical support?

Customer Service: Customer service is generally responsive and courteous. Technical Support: Technical support folks are generally knowledgeable and helpful.

Which solution did I use previously and why did I switch?

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.

How was the initial setup?

I was not part of the initial set-up, so I can't speak to that.

What is most valuable?

Phone Assistant is very useful, as is the Service Portal.

What needs improvement?

Occasional outages, but they're usually resolved very quickly.

How are customer service and technical support?

Customer Service:

Customer service is generally responsive and courteous.

Technical Support:

Technical support folks are generally knowledgeable and helpful.

Which solution did I use previously and why did I switch?

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.


How was the initial setup?

I was not part of the initial set-up, so I can't speak to that.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
ITCS user
IT Director and Manager at a healthcare company with 51-200 employees
Real User
We like that we can use our own Cisco phones on their Sky network.

Valuable Features:

Phone Assistant; The new customer portal for all moves, adds and changes and the ability to continues to use our Cisco phones.  

Improvements to My Organization:

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.

Room for Improvement:

Perhaps allowing more control over user functions from the customer portal, otherwise the solution is a good fit.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
ITCS user
Project Specialist with 51-200 employees
Real User
Setup was very straightforward. Some network issues in the beginning but other than that, really no problems.

Valuable Features:

Shoretel Mobility, Phone Assistant, & ShoreTel Sky Portal are very easy to use.

Improvements to My Organization:

We have 15 branches that are now connected as though we are housed in the same building.

Use of Solution:

3 Years - ShoreTel Sky

Deployment Issues:

Some network issues in the beginning but other than that, really no problems.

Stability Issues:

Some intermittent connectivity issues are inherent with VOIP systems.

Scalability Issues:

No issues.

Customer Service:

Their customer service reps are very knowledgeable and responsive to any problems. 

Initial Setup:

Very straightforward

Implementation Team:

In-house

Valuable Features:

Shoretel Mobility, Phone Assistant, & ShoreTel Sky Portal are very easy to use.

Improvements to My Organization:

We have 15 branches that are now connected as though we are housed in the same building.

Use of Solution:

3 Years - ShoreTel Sky

Deployment Issues:

Some network issues in the beginning but other than that, really no problems.

Stability Issues:

Some intermittent connectivity issues are inherent with VOIP systems.

Scalability Issues:

No issues.

Customer Service:

Their customer service reps are very knowledgeable and responsive to any problems. 

Initial Setup:

Very straightforward

Implementation Team:

In-house

Disclosure: I am a real user, and this review is based on my own experience and opinions.
ITCS user
Director of Online Operations at a manufacturing company with 51-200 employees
Vendor
The portal is very good, but could use more function and streamline, especially in the call flow section.

What is most valuable?

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.

How has it helped my organization?

Every time we hire a new employee, we can have them up and running in a matter of minutes with no outside help.

What needs improvement?

The portal is very good, but could use more function and streamline, especially in the call flow section.

For how long have I used the solution?

2+ years

What was my experience with deployment of the solution?

Very little, we were changing over from an analog line.

What do I think about the stability of the solution?

Yes, but not due to Shortel, it had to do with our internet provider. I think we are in the clear now.

What do I think about the scalability of the solution?

Very little, call flow has some difficulties but nothing we cant manage.

How are customer service and technical support?

Customer Service:

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.

Which solution did I use previously and why did I switch?

We were on an old system before, it was junk and took a specialist to make changes.

How was the initial setup?

Straightforward.

What about the implementation team?

We dealt with Shortel sky and our in house IT.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
ITCS user
Infrastructure Expert at a computer software company with 51-200 employees
Vendor
Easy management with many options

What is most valuable?

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.

How has it helped my organization?

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.

For how long have I used the solution?

2 1/2 years

What was my experience with deployment of the solution?

No issues with deployment at all.

What do I think about the stability of the solution?

There have been a few hiccups in the system as ShoreTel upgrades their infrastructure, but these are far and few between.

What do I think about the scalability of the solution?

None.

How are customer service and technical support?

Customer Service:

9 out of 10

Technical Support:

9 out of 10

Which solution did I use previously and why did I switch?

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.

How was the initial setup?

The initial setup was fantastic. We were guided every step of the way.

What about the implementation team?

We implemented this ourselves, with ShoreTel's assistance.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
ITCS user
Business Analyst at a healthcare company with 51-200 employees
Vendor
Move your phone system to the Cloud

Valuable Features:

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.  

Improvements to My Organization:

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.

Room for Improvement:

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.

Use of Solution:

Since 2009

Deployment Issues:

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.

Other Solutions Considered:

Ring Central and Five 9.  We went with Shoretel because of our experience with them previously.  

Disclosure: I am a real user, and this review is based on my own experience and opinions.
ITCS user
Recruiter with 1,001-5,000 employees
Vendor
Great product, always adapting

Valuable Features

Mobile unit

Improvements to My Organization

Allows us to work interactively through different locations.

Use of Solution

5 years

Deployment Issues

None.

Customer Service and Technical Support

Customer Service: Excellent. Technical Support: Excellent.

Valuable Features

Mobile unit

Improvements to My Organization

Allows us to work interactively through different locations.

Use of Solution

5 years

Deployment Issues

None.

Customer Service and Technical Support

Customer Service:

Excellent.

Technical Support:

Excellent.

Disclosure: I am a real user, and this review is based on my own experience and opinions.