ShoreTel Pricing, Features, Reviews & Comparison of Alternatives

ShoreTel

Cloud phone system & contact center software & services

4.24/5 (210 reviews)

ShoreTel overview

What is ShoreTel?

ShoreTel is an all-in-one telephony cloud solution that offers a range of products covering a business phone system, VoIP, cloud PBX, hosted contact center, and unified communications. There are also a number of optional add-on features for conferencing, automated attendant services, calling, business intelligence, and more. All products and add-ons can be integrated together for additional capability.

ShoreTel's hosted contect center offers all of the expected features of an app of this nature, such as ACD skills-based routing, hold options, call recording, agent monitoring, and business performance reporting. This product integrates with the business phone system product enabling employees outside of the call center to take calls from agents. This integration also ensures all call data and customer interactions are recorded and logged in one system.

ShoreTel offers a highly configurable solution with the ability to decipher queuing rules, agent & supervisor permissions, call work flows, evaluation forms, and more. You can also decide on the type of hold treatment you'd like to implement, uploading audio files to an audio library for use during hold treatment. Screen pops show agents all relevant caller and call information, with the ability to add custom fields and notes. ShoreTel also integrates with Salesforce to sync call center data with accounts.
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Pricing

Value for money
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Devices

Business size

S
M
L

Markets

United States, Canada, United Kingdom, Australia, China and 3 other markets, India, Japan, Germany

Supported languages

English
ShoreTel screenshot: Recording calls in ShoreTel contect center ShoreTel screenshot: ShoreTel contect center dashboard

ShoreTel reviews

Value for money
Features
Ease of use
Customer support
  3.9
  4.2
  4.2
  4.0
Julie George

Everything I need.

Used daily for 2+ years
Reviewed 2019-02-01
Review Source: Capterra

I'd say we've had a seamless integration of ShortTel at our firm. I love the added features and how easy they are to use. Fits very well in my day-to-day operations.

Pros
Our company switched to ShoreTel a few years ago, and I've noticed a significant difference in how I use my phone and voice services. The desktop application makes it extremely easy to track missed calls, know the status of people I'm trying to get a hold of, and forward any calls when I'm out of the office.

Cons
Only one complaint - when voicemails get sent to my email, I have to listen to them through my external phone speakers instead of the earpiece. Sometimes I get confidential calls, so I can't be discreet about checking my messages.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 8/10

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Shae Jackson, PHR, SHRM-CP, MBA

Complex Implementation - Low Key Day-to-Day Maintenance

Used daily for 2+ years
Reviewed 2018-12-12
Review Source: Capterra

Pros
We were lacking quite a bit with our prior phone system. So the transition to shoretel was much needed. I was involved with the RFP and pricing discussion with a multitude of vendors. In all cases, Shoretel offered the greatest amount of features, including integration with our CRM (Dynamics) all while having the lowest price point. As the Director of HR, I am able to act as system admin with zero technical background, which is also greatly appreciated.

Cons
Reporting analytics are limited. Requires integration with third-party product to get the analytics we prefer. That being said, we dive more into our call details as we are a call center and execute performance metrics at the agent-level based on said data.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

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Will England

Works well

Used daily for 2+ years
Reviewed 2020-06-18
Review Source: Capterra

It works well for it's intended purpose and makes our job easier.

Pros
Makes making calls a breeze, it's easy to check voicemails, and to see if other representatives are available.

Cons
If someone is unavailable the calls roll to someone else. This doesn't always work how it's supposed to. Some people get a lot more rolled calls than others.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 8/10

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Natalie Greaves

Shoretel truly makes the communication process easier

Reviewed 2015-05-21
Review Source: Software Advice

Pros
I rarely actually use my voicemail, but I understand that it's a necessary part of doing business with some. I appreciate that when I'm on the go, Shoretel's transcription allows me to still read voicemails, and the IM function is so necessary for intra-office communication. I love that I can access my voicemails via email and I never have to call in!

Cons
I think Shoretel could benefit from a few more user-friendly benefits like recording of chats. Once the window closes, it's gone. However, at its core, what it does best is the availability of voicemail across other platforms. That happens very well. Also, I think that the interface that allows you to switch between the functions (calls, IMs, etc.) could be a little better organized. I've had complaints from colleagues that have been unable to figure out how to add contacts. When they try to set it up, they end up accidentally calling people.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 8/10

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chris paff

Solid Phones & Sturdy products

Used daily for 2+ years
Reviewed 2020-05-22
Review Source: Capterra

I like that they are up to date on technology. I like the dial from keyboard function rather than dialing phone numbers all day. We have had many vendors, Shoretel/Mitel products have outlasted most other hardwares if not all.

Pros
I have used Shoretel/Mitel for 10 years now, i have been using the same phone since implementation. These are sturdy and well put together phones.

Cons
The initial sales rep was kind of a shark. Needless to say he is no longer doing sales for shoretel. Shoretlel did the right thing and made good on his promises.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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ShoreTel pricing

ShoreTel offers tailored pricing to meet your needs. Contact ShoreTel to get a quote.

ShoreTel features

API
Call Monitoring
Call Routing
Call Transfer
Caller ID
Chat
Conferencing
Instant Messaging
Reporting & Statistics
Video Conferencing
Voice Mail

Activity Dashboard (137 other apps)
Automatic Notifications (110 other apps)
CRM Integration (82 other apps)
Call Recording (144 other apps)
Communication Management (102 other apps)
Contact Management (94 other apps)
Customizable Branding (81 other apps)
Real Time Reporting (85 other apps)
Third Party Integration (165 other apps)

Additional information for ShoreTel

Key features of ShoreTel

  • ACD (Automatic call distribution)
  • Unlimited queues
  • Prioritized skill routing
  • Configurable hold treatment
  • Audio library
  • Multiple queue properties
  • Barge and Whisper features
  • Dashboards & reports
  • Current ACD activity reports
  • Agent and queue status
  • Configured reports
  • Call detail reporting
  • Interactive Voice Response (IVR)
  • Outbound dialer
  • Cloud VoIP
  • Agent scoring
  • Virtual PBX
View All Features

Benefits

ShoreTel lets you integrate your business phone system with your cloud call center offering click-to-dial functionality, inbound screen pops, automated call records, and more.

Choose to add a contact center agent license to any ShoreTel phone profile to allow any employee to become part of the call center queue, improving service during busy periods.

ShoreTel offers all of the expected cloud call center features such as ACD, prioritized skills routing, configurable hold options, call recording and audio files.

Utilize a range of queue properties such as priority queueing, timeout escalation, recording, automated wrap-up time, routing algorithm types, service levels and whisper announcements of incoming calls.

See a set of live dashboards that can be connected to a PC or TV to be used as a "wallboard". Analyze real-time performance data to improve service levels and recognize potential problems.