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3.0 out of 5.0 (1 ratings)

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We have aggregated ratings data on ShoreTel but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 3 out of 5.0, Reviewed

    Product(s): Connect ONSITE

    ShoreTel VoIP - Works But Support Needs To Be Better.

    Overall Comment

    Phone calling, VM, and other main features are working correctly. We are in the process of adding a collaborator server, redundant backup links and a communications bundle that was purchased with our ShoreTel system. Support has been problematic with our vendor. They have tried to make things work as advertised but there have been problems since the onsite implementation. We will be scheduling another onsite with our vendor. The upgrade process should have been pre-planned better to eliminate wasted time during the onsite implementation.

    What one piece of advice would you give other prospective customers?

    Make sure you have adequate support when implementing your ShoreTel phone system. Their online support resources need improvement. I find myself relying on ShoreTel forums to troubleshoot the phone system.

    What do you like most about the product or service?

    I love how easy the product is to manage. I am constantly learning how it works but the overall user management and features management are very easy.

    What do you dislike most about the product?

    I dislike all of the "bugs" or oddities that occur with our system. It could be cabling that is causing the weird issues but there have been weird occurrences for some users that don't happen for others. The one time we upgraded our ST version, it fixed the main problem we wanted to be resolved but now other issues with the dashboard and call quality have arisen.

    What one thing do you wish the vendor did differently?

    I wish they would have pre-planned better. There was a lot of time wasted during the switchover from our Mitel PBX to ShoreTel.

    If you could start over, what would your organization do differently?

    If we could do this over, I would not have tried to do the upgrade so quickly in order to pre-plan better with our vendor. I would also have increased the SOW to include all of the topics the vendor used during the sales process that leads us to choose ShoreTel.

    Service & support - overall comment

    Looking back, I would have pushed for more to be included in the SOW and stipulations if those weren't met. The service / support has been frustrating when inconsistent issues have arisen with our ShoreTel VoIP system.

    Integration & Deployment - Overall comment

    Pre-planning and post-upgrade support should have been better from the vendor.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(1)
4.0

Ability to understand your organization's needs

(1)
4.0

Timely and complete response to product questions

(1)
4.0

Pricing and contract flexibility (pricing and terms)

(1)
4.0
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(1)
3.0

How long did your deployment take?

0 - 3 months (<3)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(1)
3.0

Ease of integration using standard APIs and tools

(1)
3.0

Quality and availability of end-user training

(1)
2.0

Ease of deployment

(1)
2.0
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(1)
3.0

Did you purchase a support package from the vendor?

No


Was the support package worth it?


Timeliness of vendor's response

(1)
4.0

Quality of technical support

(1)
3.0

Quality of peer user community

(1)
5.0
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(1)
4.0
Section
1

Additional Context

What was the nature of your involvement? Multiple responses allowed.

Application Lead

Functional Assessment

System Administrator

Technical Assessment

User Training

Vendor Management


Why did you purchase the software or service? Multiple responses allowed.

Cost management

Improve customer relations/service


What were the key factors that drove your decision? Multiple responses allowed.

Financial/organizational viability

Overall cost

Pre-existing relationships

Product functionality and performance


In which region(s) did your deployment take place? Multiple responses allowed.

North America