ShoreTel Sky is a business VoIP Software solution that offers a cloud-based hosted voice service. Because the company built its own telephoning system from scratch, they have full control and flexibility in configuring the system to meet a company’s unique needs, all while providing high call quality at an affordable price. Its Call Conductor is at the core of the user experience, which can be accessed from anywhere, and can also scale up as needed to meet the needs of a growing company. Designated administrators for the system manage settings for users, control preferences, and can monitor calling activities, which is a vital feature for managers. They can also go deeper into the data generated through a robust analytics module. End users have the flexibility to set up additional phone numbers where they may be reached, or even “push” calls to multiple lines simultaneously. With auto attendant, phone assistance, barge and whisper capabilities, can call identification by class, there is plenty of room for training situations on top of regular use. In addition, ShoreTel Sky can integrate with a variety of existing ERP, applicant tracking, and CRM applications.

Pros

Several users note that although the ShoreTel Sky system is not inexpensive compared to other systems, the clear quality of calls and the few dropped calls make it worth the price to have a cloud-based solution in companies where professional-grade quality is of vital importance. Most users note that the software is very easy and intuitive to use, and that the interface includes all the options most used with cluttering up the visual space. Nearly everything you need to do can be accomplished right from the home screen, and even customizable to some extent.

Cons

Several users noted that they have used other systems where you can record a range of different greeting messages in order to be able to quickly select the one you want to use, depending on the reason for being away from the phone or unavailable to take a call. ShoreTel, as of this writing, apparently does include that feature, leaving these users wishing and hoping it will be added in a future release. Others noted that the mobility option has a variety of issues, and users seem to have trouble getting it work correctly. Users who are dissatisfied with the mobility feature also note that it ought to be included in the subscription price rather than being an add-on. A few users also noted that they would like to see the addition of being able to view a detailed list of calls received. Another user noted that every time Java releases an update, it seems to make the ShoreTel app crash, requiring the removal and reinstallation of the Phone Assistant app.

For the most part, users are very satisfied with both the quality of calls as well as the ease of using ShoreTel Sky’s business VoIP software solution. As with any web-based service, it depends upon your Internet connection being of high quality. If the Internet is down, you’ll have no phone service. If your company lives and dies by the phone, this can become a real problem.