ShoreTel

ShoreTel

Cloud phone system & contact center software & services

4.3/5 (198 opiniones)

Información general sobre 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.

Precio

A partir de
N/A
Opciones de precios
Prueba gratis
Relación calidad-precio

Dispositivos

Tamaño de la empresa

P
M
G

Disponible en los países siguientes

Asia, Australia, Canadá, China, Europa y otros 5, Alemania, India, Japón, Latinoamérica, África y Oriente Medio

Idiomas admitidos

Inglés

Reseñas de ShoreTel

Calificación general
4.3/5
86% reseñas positivas
105
Excelente
66
Muy bien
19
Media
5
Mediocre
3
Horrible
Chase L.
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From the perspective of a Call Center Quality Assurance Specialist.

Software usado A diario durante Más de dos años
Revisado el 14/11/2017
Fuente de la reseña: SoftwareAdvice

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).

If you're concerned about the quality of your customer service or sales reps for your call center, or plan to grow big enough to have the need for a Quality Assurance department, it would be wise to look into other options that will streamline that department and work in tandem with your customer service/sales telephony system.

Puntos a favor

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.

Puntos en contra

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. It is also such an old platform that it's difficult to find any 3rd Party Quality Assurance programs that are compatible with daily monitoring of our businesses customer service/sales reps.

Desglose por calificación

Relación calidad-precio
Facilidad de uso

Probabilidad de recomendación

6.0/10
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Easy to Use Phone System and Cost Effective

Software usado A diario durante Más de dos años
Revisado el 4/6/2018
Fuente de la reseña: Capterra

Puntos a favor

I found this product to have a user-friendly interface when managing the phones in our organization. What I liked the most about the product is the ease in knowing which phone blocks are available for use, as well as the number of phone numbers available in that specific block. Additionally (unlike Cisco Call Manager) it shows the full phone number. This is VERY useful if you are forced to have different call blocks with different prefixes. Not to mention, the call communicator for each user was AMAZING. We could easily make calls to other extensions (or outside numbers) from our desktop using the communicator. Also, if you wanted to call someone in your organization, it will indicate if the person is available (green) or on a call (red). Also great for our call center that had a call queue available.

Puntos en contra

Nothing that I could think of that I liked least about the product. I think this is a very user friendly interface and we had no complaints when using.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Shae J.
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Complex Implementation - Low Key Day-to-Day Maintenance

Software usado A diario durante Más de dos años
Revisado el 12/12/2018
Fuente de la reseña: Capterra

Puntos a favor

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.

Puntos en contra

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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación

7.0/10
Julie G.
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Everything I need.

Software usado A diario durante Más de dos años
Revisado el 1/2/2019
Fuente de la reseña: 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.

Puntos a favor

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.

Puntos en contra

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.

Desglose por calificación

Facilidad de uso

Probabilidad de recomendación

8.0/10
William R.
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Shoretel Communicator: Making Communication Easy

Software usado A diario durante Más de un año
Revisado el 27/11/2018
Fuente de la reseña: Capterra

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.

Puntos a favor

I like the line redirection feature the most. You can configure and redirect your line to your mobile phone with one click, which is great and convenient for remote or offsite days. I also like the messaging feature because not everyone in my company uses Skype, but most everyone uses Shoretel. Shoretel also replaced all of our physical phone directory sheets, which is a nice step into the 21st century.

Puntos en contra

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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación

8.0/10
Recomendación de usuario
8/10
Basado en 198 reseñas
Compara con las alternativas según las recomendaciones de los usuarios

Precios de ShoreTel

A partir de
N/A
Opciones de precios
Prueba gratis
Relación calidad-precio

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

Relación calidad-precio
3.8/5
Basado en 198 reseñas
Compara las alternativas según la relación calidad-precio

Funciones de ShoreTel

  • API
  • Chat
  • Conferencias
  • Conferencias en vivo o en vídeo
  • Creación de informes y estadísticas
  • Desvío de llamadas
  • Enrutamiento de llamadas
  • Identificador de llamadas
  • Mensaje de voz
  • Mensajería instantánea
  • Supervisión de llamadas

  • Creación de informes de llamadas
  • Grabación de llamadas
  • Integración de CRM
  • Integración de SMS
  • Integración de terceros
  • Notificaciones automáticas
  • Panel de actividades
  • Recepciones
  • Supervisión
Funciones
4.2/5
Basado en 198 reseñas
Compara con las alternativas según la valoración de características

Más información sobre ShoreTel

Funciones principales de ShoreTel

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

Beneficios

  • 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.

  • Preguntas frecuentes sobre ShoreTel

    He aquí algunas preguntas frecuentes sobre ShoreTel.

    P. ¿Qué tipo de planes de precios ofrece ShoreTel?

    ShoreTel ofrece los siguientes planes de precios:

    Prueba gratis: No disponible

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

    P. ¿Cuáles son las características principales de ShoreTel?

    ShoreTel ofrece las siguientes características:

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

    P. ¿Quiénes son los usuarios habituales de ShoreTel?

    Los clientes habituales de ShoreTel son:

    Empresas Grandes, Empresas medianas

    P. ¿Qué idiomas admite ShoreTel?

    ShoreTel admite los siguientes idiomas:

    Inglés

    P. ¿Qué tipo de planes de precios ofrece ShoreTel?

    No tenemos información sobre los planes de precios de ShoreTel

    P. ¿ShoreTel es compatible con dispositivos móviles?

    ShoreTel admite los siguientes dispositivos:

    iPhone, iPad

    P. ¿Con qué otras aplicaciones se integra ShoreTel?

    ShoreTel se integra con las siguientes aplicaciones:

    AuguTech, Bitium, JobDiva, Klipfolio, Logicbox, Oreka TR, SpitFire, Tigerpaw, VPI Capture, injixo

    P. ¿Qué tipo de asistencia ofrece ShoreTel?

    ShoreTel ofrece las siguientes opciones de asistencia:

    Preguntas frecuentes, Base de conocimientos, Asistencia en línea, Asistencia telefónica, Tutoriales en vídeo

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