ShoreTel Features

ShoreTel

Cloud phone system & contact center software & services

4.24/5 (210 reviews)

ShoreTel Feature Summary

  • 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

Competitor Feature Comparison

API
Activity Tracking
Alerts / Escalation
Automatic Lead Distribution
CRM Integration
Call Center Management
Call List Management
Call Monitoring
Call Recording
Call Routing
Call Tracking
Call Transfer
Caller ID
Chat
Collaboration Tools
Computer Telephony Integration
Conferencing
Contact Management
Customer Activity Reporting
Dashboard Creation
Distribution Management
Email Integration
Employee Database
IVR / Voice Recognition
Instant Messaging
Lead Assignment
Lead Distribution
Multi-Channel Communication
Permission Management
Predictive Dialer
Prioritizing
Queue Manager
Real Time Data
Real Time Reporting
Receiving
Remote Access
Reporting & Statistics
Role-Based Permissions
SSL Security
Third Party Integration
Two-Way Audio & Video
Video Call Recording
Video Conferencing
Visual Analytics
Voice Mail
Learn moreCompare App
API
Activity Tracking
Alerts / Escalation
Automatic Lead Distribution
CRM Integration
Call Center Management
Call List Management
Call Monitoring
Call Recording
Call Routing
Call Tracking
Call Transfer
Caller ID
Chat
Collaboration Tools
Computer Telephony Integration
Conferencing
Contact Management
Customer Activity Reporting
Dashboard Creation
Distribution Management
Email Integration
Employee Database
IVR / Voice Recognition
Instant Messaging
Lead Assignment
Lead Distribution
Multi-Channel Communication
Permission Management
Predictive Dialer
Prioritizing
Queue Manager
Real Time Data
Real Time Reporting
Receiving
Remote Access
Reporting & Statistics
Role-Based Permissions
SSL Security
Third Party Integration
Two-Way Audio & Video
Video Call Recording
Video Conferencing
Visual Analytics
Voice Mail
Visit WebsiteCompare App
API
Activity Tracking
Alerts / Escalation
Automatic Lead Distribution
CRM Integration
Call Center Management
Call List Management
Call Monitoring
Call Recording
Call Routing
Call Tracking
Call Transfer
Caller ID
Chat
Collaboration Tools
Computer Telephony Integration
Conferencing
Contact Management
Customer Activity Reporting
Dashboard Creation
Distribution Management
Email Integration
Employee Database
IVR / Voice Recognition
Instant Messaging
Lead Assignment
Lead Distribution
Multi-Channel Communication
Permission Management
Predictive Dialer
Prioritizing
Queue Manager
Real Time Data
Real Time Reporting
Receiving
Remote Access
Reporting & Statistics
Role-Based Permissions
SSL Security
Third Party Integration
Two-Way Audio & Video
Video Call Recording
Video Conferencing
Visual Analytics
Voice Mail
Visit WebsiteCompare App

Mobile apps

iOS App


70 reviews

Requires iOS 9.0 or later. Compatible with iPhone, iPad, and iPod touch.

ShoreTel Feature Reviews

25 reviewers had the following to say about ShoreTel's features:

Ryan Geranios

Great business VOIP

2018-12-01

24/7 available call forwarding and message recording make being on call easier.

Pros

The ease of access is great; forwarding to a mobile phone, the app access and ease of remote access fluidity.

Cons

The windows application UI can be confusing.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
William Runner, MSM

Shoretel Communicator: Making Communication Easy

2018-11-27

I rarely type in anyone's phone number; I simply look them up in the system or reference my saved contacts.

Pros

I also like the messaging feature because not everyone in my company uses Skype, but most everyone uses Shoretel.

Cons

The call history feature doesn't always update in real time. I've seen instances of a missed call not showing up immediately in my call history, making it impossible to promptly return the missed call.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
jamison oishi

This is easy to use, keeps record/history of phone calls and able to transfer dial as well.

2018-03-09

You are able to go back and check your call history and check voicemail and see who it is versus calling and not knowing.

Pros

Visual of who left voicemails and caller id.

Cons

Cons, If the virtual system to log in off ect. goes down it is cumbersome to use the phone to log in and out and check history.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Javier Soto

Great tool to make calls and monitor calls using Phone Assistant

2014-09-04

Pros

Call routing is easy.

Cons

The thing I least like about this product is the fact that every time Java releases an update, the app seems to crash.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

7/10

Recommendations to others considering ShoreTel

You can customize Phone Assistant's interface. You can create a watch list, which gives you easier access to the individuals that you talk to the most.

Source: Software Advice
Helpful?   Yes   No
Read more
Kenneth Hooper

Verified Reviewer

Shoretel Communicator App 'just right'

2014-07-16

Transfers, Conference Calls, Voice Mail, Park and Unpark, Page and Intercom, Instant Message and employee telephone status are all a single click away.

Source: GetApp
Helpful?   Yes   No
Read more
Shae Jackson, PHR, SHRM-CP, MBA

Complex Implementation - Low Key Day-to-Day Maintenance

2018-12-12

Pros

In all cases, Shoretel offered the greatest amount of features, including integration with our CRM (Dynamics) all while having the lowest price point.

Cons

Requires integration with third-party product to get the analytics we prefer.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Ryan Weldon

ShoreTel

2018-11-04

We recently updated our phone system from a 20+ year old system. The new ShoreTel system is a very welcomed change

Pros

Caller ID and desktop app.

Cons

With the phone I have been supplied there is no way to silence the dial tones when entering a phone number

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Melissa Coy

Shortel

2019-09-17

The different statuses help a lot because we dont have to take the time to leave out of office messages.

Pros

I like the ability to drag and drop when transferring calls to other employees within the organization.

Cons

I cannot see the original callers information when a voicemail is transferred to me from another employee.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Omar Rivera

Multifunction Multipurpose Calling Machine

2017-08-08

Pros

Easy to use interface, call routing, integration with outlook, easier software that helps you export your call list.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Yes   No
Read more
Sookhee Hahn

Very good phone for office use

2018-04-19

Pros

Also good to track all voice mail and phone history.

Cons

Buying phone accessories like headset is not directly from ShoreTel but their third party dealer.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
( company, 51-200 employees)

I am one of the users of ShoreTel phone systems and I like the ease of use.

2018-01-10

Ease of use with voicemail and phone system.

Pros

How your voice mails show up on your Outlook with your emails.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Kate Ronan

I use Shoretel to make all of my inbound and outbound calls. This is helpful to track my efforts

2017-08-08

-easy to make calls to clients

Pros

-easy to type in numbers to make calls (or paste in numbers) -easy reporting to see how many calls were made -FWD calls to cell phone is very handy when working remotely

Cons

-calls do not always FWD to cell (could this be a VPN issue?

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Richard Fosness

Managing VoIP in the ShoreTel Sky Portal is easy.

2014-05-27

Pros

Call Activities and reports are easily generated, and call flow settings can be changed in real time, which is also nice.

Cons

It would be nice to be able to edit barge groups from the portal.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

9/10

Recommendations to others considering ShoreTel

Demo a few different products. Ask about turnaround time on support. ShoreTel Sky's support is amazing.

Source: Software Advice
Helpful?   Yes   No
Read more
Julie George

Everything I need.

2019-02-01

I'd say we've had a seamless integration of ShortTel at our firm.

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.

Cons

Sometimes I get confidential calls, so I can't be discreet about checking my messages.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Joshua Beck

Functional

2018-03-19

Pros

The ability to track my calls, both incoming and outgoing as well as manage my voice messages digitally.

Cons

Interface could be improved.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Chase Long

From the perspective of a Call Center Quality Assurance Specialist.

2017-11-14

If you are a business who is not concerned about Quality Assurance for their call center, or if cost is an immediate issue, then this is a great, affordable option for you with some awesome features (silent monitor, silent coaching, call barging) that some other business VOIP systems don't allow/offer (note: costs may be an issue right away, but it can be more costly to have to switch your businesses entire VOIP system later).

Pros

This product has a lot of great features that make it worthwhile to businesses: - the lowest price on the market (they guarantee the lowest price for their service) - option to "barge" calls (3-way the call without being transferred in) - option to silent monitor reps (monitor the reps with your phone on mute) - option to silent coach reps (talk to or coach your reps without the customer hearing) - see who is not on the phone, on a call, or has their phone set to do not disturb/busy/etc.

Cons

Mono recordings for calls; this is especially limiting for my job function (Call Center Quality Assurance), as to transcribe conversations you need dual stereo recordings to be able to differentiate your customer service rep from the consumer/customer.

Rating breakdown

Value for money
Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Software Advice
Helpful?   Yes   No
Read more
Scott Conklin

Connects to Everything!

2018-02-01

Pretty easy initial setup - but can get quite technical and difficult the further you dive in to do substantial changes to how it connects to other programs and phones.

Pros

It goes through anything connected through a Microsoft product and can get all contact information you need to import.

Cons

Also doesn't send Caller ID information when forwarding calls.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Matt Rubino

I use shoretel alot and overall it works pretty well

2017-12-06

Pros

There are a lot of great features for conferencing phone calls and have a simple to use call tree.

Cons

For example, I will go to put a call on hold and it will display an error.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Nancy Valadez

SPM/On Site Manager

2014-08-21

Pros

I am able to receive my voice mails to my email when away from the office.

Cons

The text messages are not clear.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

10/10

Recommendations to others considering ShoreTel

I haven't worked with or used anything else besides ShoreTel software.

Source: Software Advice
Helpful?   Yes   No
Read more
Anonymous
(Information Technology and Services company, 51-200 employees)

Great product!

2018-09-18

Pros

It got the caller id feature which is really helpful too.

Cons

None, Very satisfied with its functionality and performance.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Keyerra Moore

Use every day

2014-06-03

Pros

You can answer your calls from your computer screen, put up voice mails and send them as emails, and log all your calls.

Cons

Because it is mainly used with the internet, sometimes the phones are down when the internet is down.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

9/10

Recommendations to others considering ShoreTel

It's a great product. I use it everyday; it helps me to follow up with candidates, check my voice mails, and connect with co-workers across the country.

Source: Software Advice
Helpful?   Yes   No
Read more
Colleen O'Keefe

Not Consistent Enoug

2018-06-05

Pros

I like have a click to call feature - that's really nice for those of us that spend a lot of time on the phone.

Cons

Shuts down a lot, often hear things in the background, sometimes it will show me I missed a call but the call never rang.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Software Advice
Helpful?   Yes   No
Read more
Psalm Lewis

They keep getting better with time

2018-04-25

Pros

The system allows me to transfer, call out, receive calls and manage incoming calls.

Cons

There are times when the call quality is poor and calls drop.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Ashley Blake

I use ShoreTel everyday to transfer calls coming into the main branch.

2014-08-13

Pros

I like being able to see who is currently on the phone; this helps me direct calls quickly for parts and service.

Cons

This would help me transfer calls to the right extension that were accidentally sent to me.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

7/10

Recommendations to others considering ShoreTel

I would suggest an update showing each person in each branch, instead of having to manually adding each extension.

Source: Software Advice
Helpful?   Yes   No
Read more
James Mayfield

ShoreTel Sky

2014-08-07

Pros

With many agents working from home, we needed a solution that was easy to implement and could record calls.

Cons

You have to log into one website to log in and out of the queue, and you have to log into a different website to see call statistics and listen to recordings.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

9/10

Recommendations to others considering ShoreTel

Be sure to understand all your requirements before researching vendors.

Source: Software Advice
Helpful?   Yes   No
Read more