ShoreTel Sky Review

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.
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