ShoreTel Features

ShoreTel

Cloud phone system & contact center software & services

4.27/5 (192 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

Communications Feature Comparison

Most popular features of all Communications apps

API (124 other apps)
Activity Dashboard (55 other apps)
Automatic Notifications (46 other apps)
CRM Integration (57 other apps)
Call Monitoring (51 other apps)
Call Recording (75 other apps)
Call Reporting (48 other apps)
Call Routing (56 other apps)
Call Transfer (56 other apps)
Caller ID (54 other apps)
Chat (69 other apps)
Conferencing (65 other apps)
Instant Messaging (53 other apps)
Live / Video Conferencing (46 other apps)
Monitoring (48 other apps)
Receiving (49 other apps)
Reporting & Statistics (49 other apps)
SMS Integration (44 other apps)
Third Party Integration (67 other apps)
Voice Mail (48 other apps)

Competitor Feature Comparison

Mobile apps

iOS App


70 reviews

See all iPhone Apps

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

Android App


0 reviews

See all Android Apps

ShoreTel Feature Reviews

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

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. You have to remove the old Phone Assistant app and reinstall it.

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
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
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
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
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
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
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
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
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
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
William Runner, MSM

Shoretel Communicator: Making Communication Easy

2018-11-27

Shoretel has really helped to streamline and make our communication efforts more effective. 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.

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
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
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
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
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
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
Anonymous
A verified reviewer

If you need something to soley dial a number and track information, then Shoretel may be for you!

2018-05-08

Pros

Shoretel is a very simple program, and gives you exactly what you need; integration with salesforce, easy dialing with a click, tracks the basics (length of a call, connects, outbound calls, inbound calls, and voicemails)

Cons

Shoretel crashed often (aka, once every two weeks) and the whole sales floor would have to stop calling, and sometimes it would miss calls.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
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
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
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
stephanie nguyen

Very basic phone service

2017-11-27

Good for its price, just like all other systems it definitely also glitches and cuts out.

Pros

It does it's job, you can make calls and I do appreciate the integration with Salesforce.

Cons

The interface could be a lot more sleek and they can somehow streamline the steps it takes to find a call and download the call you need.

Rating breakdown

Value for money
Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Software Advice
Helpful?   Yes   No
Read more
Latoya Boston

ShoreTel A+ Experience

2014-09-05

Pros

In addition, I am able to communicate clearly and forward calls to my co-workers.

Cons

Remembering to press connect after transferring calls.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

9/10

Recommendations to others considering ShoreTel

Make sure to read the manual and use professionalism with the messaging system.

Source: Software Advice
Helpful?   Yes   No
Read more
Mickey Vittorio

I have a good experience with the product and the additional features

2014-08-05

Pros

I like the ability to link all of our branches, the dashboard, and mobile phones.

Cons

You have to enter the area code whenever you make a local call.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

8/10

Recommendations to others considering ShoreTel

I think they should definitely explore all of the system features and benefits to make sure it will meet their needs.

Source: Software Advice
Helpful?   Yes   No
Read more
alfredo lopez

Shoretel call center program

2016-10-27

This product does have all the functions required for what our call center does, it's just a matter of adjusting to the way you organize the reports, on the plus side the system has a caching feature which our previous call center did not have, its basically a very good functional program that's a little complex to understand but once you do you can exploit it to the fullest.

Pros

Tha coaching feature is very helpful, also the recording feature is a very valuable tool for dealing with forgetful clients.

Cons

it's a little complex to use, buy once you understand it, its great!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10

Recommendations to others considering ShoreTel

this is a great tool to optimize your call center efficiency, and once you understand it, will help you make very detailed reports

Source: Software Advice
Helpful?   Yes   No
Read more