ShoreTel Sky Reviews


ShoreTel Sky Average User Rating

Based on 36 Reviews



ShoreTel Sky (formerly M5 Networks) is a business VoIP service provider. Read reviews of ShoreTel Sky below, or write your own.


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36 Users Reviewed ShoreTel Sky

Cant' have different ring tones. Really!

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Newly installed ShoreTel System and we can't have ringtone differentiation between an outside call and an internal call! Really. Our 10 year old Avaya system could handle that. Maybe too much focus on cool cloud stuff and not enough on the basics. ShoreTel needs to get real and actually understand hoe their customers operate

NIGHTMARE. DO NOT USE. 2.5 months and queue STILL not working -Shoretel

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I requested two Service Desk call queues, two agents each. That's it..... 2.5 months later, STILL not working...... They routed 180 customer voicemails to a voice mailbox different from those associated with our phone numbers. Didn't tell us about the mailboxes, no access, no notification. We're still cleaning up, and may have a legal impact with our client or lose the account..... They have repeatedly confirmed things are working as requested, and they have not. When instructed to activate the call queue, they told me it was activated, and when we called about ongoing issues, we found out it had NOT been activated at all...... Now the setup that I tested with them on the line last night is broken this morning. I know because our client got angry phone calls from their customers, and notified us..... Unless you are willing to wait months, test everything they set up, test your setup daily, and lose voicemails, I would strongly advise against ShoreTel. I simply cannot believe that it takes 2.5 months to set up two lines with two agents.....We may never recover from their errors with this client account

ShoreTel is a great VoIP provider

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ShoreTel has long been a provider of telecommunications services and the move to VoIP was a smart one. They have done a great job transitioning into the marketplace and have been a solid competitor to the existing vendors. We are pleased with our choice to use ShoreTel as our VoIP provider

Overall Excellence with ShoreTel Sky!

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I used M5 at my old company and recently converted to ShoreTel Sky at my new company. We were able to cut costs by moving to ShoreTel and folks are very pleased with the additional features that are available and with the ease of use. Their support team is always very helpful as well as fast. I would definitely recommend them especially for a small or medium sized growing company

ShoreTel Sky VoIP gaining altitude

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After a few rough patches with ShoreTel Sky, the road has smoothed out. The solution that they provide us performs well, is cost efficient and has enough basic features that allow us all we need. As they grow assimilating the M5 network, we have seen great improvements in service, reliability and support

Service is Fabulous at Shoretel Sky

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Sky support has been knowledgeable on almost all levels. Updating hold music, no problem. Adding new users, easy! Questions about the bill, resolved quickly. The company is focused on service which is a welcome change from the standards of the telecom business

ShoreTel Hosted VoIP Service

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We chose ShoreTel based on their good customer service reviews. We have all been impressed with the call quality and excellent features available to us. Our old system was *very* old and the difference between old and new is like night and day. Everyone's favorite feature is the voice-mail to email functionality, seconded by caller ID and fun ringtones. Since we installed this system and got the initial (minor) kinks worked out, I have not had even one complaint about call quality or dropped calls. ShoreTel Sky's help pages are outstanding - very clear and concise. If you get bids on this, be sure and work closely with your sales rep - we got better pricing simply by asking for it

great employee benefit ShoreTel Sky

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The product has helped me increase my productivity. I love how it ties my computer and phone together so I can dial a number with a click of the mouse. I can retrieve my messages just as easliy and don't need to be in the office to get them

ShoreTel Sky

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Great experiences with customer service and implementation. Roll out was smooth and any issues are resolved quickly and efficiently. They really know my business. I would definitely recommend

Shoretel Sky is very helpful and we successfully rolled out the system very quickly.

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We are overall happy with Shoretel Sky. The implementation did not go as smooth as we hoped it would due to some IT issues on our end. We use a 3rd party IT group and getting them on the same page as the Shoretel Sky support team was not easy. Once we got our network issues figured out the call quality levels have been great

The call quality is great but the tools included are awesome

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ShoreTel Sky provides what you would expect from any decent VoIP solution - good call quality, affordable pricing, scalable for 1 to 1,000 employees (or more). What I really enjoy are the added tools that come with it. A sleek web interface that allows me to control everything from my computer (I haven't had to dial a number or push 20 buttons to check my vm in months). Also click to dial technology; if you are on a website that has a phone number you just click it, no need to dial the number. Also a suite of business intelligence tools every sales or call center manager needs to have such as a control panel to see live who is on the phone and what they are doing, to more in-depth reports such as time on the phone, amount of calls made, etc. It also integrates into our CRM system so the calls automatically log into customer pages saving time for the sales people and not allowing anyone to cheat and inflate their numbers. Great system is you are a small business or a large company, it can handle what you need

Great Service with ShoreTel Sky

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This is a great option for many companies. It is great for internal employees as well as remote employees or employees working in multiple offices

ShoreTel Sky: Quality, Affordability, Service and Excellence

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ShoreTel Sky offers a reliable, flexible and cost efficient solution for any size business that needs a quality phone system. The phones are easy to use and easy to setup, even my most "technologically crippled" employees can setup their phone with ease. The support is out of this world and the entire team has been nothing but professional. We wanted to move to a more "virtual" work environment and we could not do that with the crippling limitations of our XO/Talkswitch system. We scoured the options until we discovered ShoreTel Sky. Not only did they deliver everything they promised (and more) they did so in a time crunch and with no complaints. ShoreTel Sky is an integral part of our team now, I know that as a manager I can rely on them to handle support cases without my "approval" or intervention. We live and breathe SalesForce and being able to integrate our phone system into our CRM solution has been absolutely vital to our continued success. My team can track calls, makes notes on accounts and more without ever leaving the screen. Being able to manage their phones, their call routings and voicemails from anywhere in the world is a major asset for an on the go workforce. I am extremely please with the product and service I have received so far and I look forward to seeing what they come up with next

Great now, and getting better ShoreTel Sky

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We chose Shoretel after a 6 month search for a new phone service provider. Shoretel was able to accommodate our needs for multiple services and levels of complexity at a reasonable price. You'll pay what looks like a small premium, but based on our experience in the first 3 months of service, it isn't a premium at all. We have cut our coaching turnaround time from a few days to 20 minutes, and can invisibly glean more info from our callers, helping establish greater intimacy within the organization and with our customers. If you have a provider how gives you 95% or 98% of what you need, you probably wonder if getting 99.5% of what you need is the difference that will help you go from good to great. It is. Shoretel doesn't stop when they have to say "no" to something; they find the solution to root problem and find a way to solve it. I've never seen a vendor work so hard and put in so much extra time to make my customer experience better than expected

Network Doctor thoughts about M5

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Best voip company we've seen... and we've seen many. M5's customer service is quick and friendly. In a world of bad telecom companies M5 is a bright spot

M5 Hosted VOIP

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Our company has been selling and installing hosted voip solutions for 12 years for multiple providers. We have had more success with M5 than all other providers combined. Installation is non complicated, support is the best of any provider

M5

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I have been very impressed with M5's service and their staff; everyone who I've spoken with at their call center has been so helpful and friendly. When I first came on board with my company last month, we had multiple changes to implement with M5; it took some time and work, but they were very patient and helpful throughout my (many) calls to them. I have really appreciated all their hard work and their wonderful attitude! I would definately recommend this provider

M5: Good Service

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My company has used Boradview Network for over 2 years so switching to M5 was truly a blessing. Their customer service is good, reliable and the phones are very easy to handle and easy to set up. The sound quality is a bit tricky, in our conference rooms when we use the speaker it does not sound very good but there are so many solutions to that it will not be a deal breaker. All in all great service and price

M5 Client Service Review

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Our M5 Account Manager has been instrumental in showing us how to transform our business with M5 Business Phone Services. He took the time to understand our most important production activities and utilize M5 solutions to unify our phone system with internal applications which unleashed their productivity-enhancing and analytic potential. He recommended a cost effective solution that is hosted and managed in a secure data center and has taken responsibility for owning, configuring and managing it. His commitment to customer satisfaction is his number one priority and that has been proven many times as he coordinated with M5 Support through configuration, installation, training and customer service. I would highly recommend M5 to any organization that is looking to increase business results thru unified communications and optimal business phone services

M5: Simply Outstanding

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M5's quality and support are simply outstanding. Their features and quick turn up times is what has made us keep coming back to them. I have already recommended them to others looking for a quality service

M5 is a partner, not a vendor

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We've been with M5 since 2007 and I consider this among he best choices I've made in my career. M5 is a partner not a vendor. The difference is huge. andnbsp

M5: Pricier, they found other ways for us to save

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My small business office uses M5 for 10 VoIP phones using their T1 line. The service is great! Their customer service is their best feature. We recently tried to cut costs by connecting our VoIP phones to a Time Warner public internet line but we constantly dropped calls because the connection had constant interruptions. Although M5 is pricier, you get what you pay for. We switched back to M5. I appreciate their honesty when evaluating what services I need. They found other ways for us to save money on our monthly service (ie use Time Warner for internet but keep the phones on a T1). Thanks

M5: High reliability

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We moved to M5 over 5 years ago, from a propritary PBX environement. That proved to have a high CapEx budgeting for ever expanding requirement, and high administration overhead. The M5 managed VoIP eliminates most of all the CapEx and voice communications continuing operations is very smooth. It takes up less than 5% of our monthly time allocated. All issues and requests followed up by their staff until resolution. And with new features such as soft phone apps for mobilecommunications, forlaptops/netbooks/etc. for off site communications, and user controlled follow me commands

M5: Awesome customer service

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Great Reporting Methods. Great sound quality, easy management. M5 is constantly improving the quality and service management, very stable service. Awasome customer service, very quick response provided

If it ain't broke don't fix it

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I have worked with M5 for over 4 years. When I arrived at my compnay as the director of IT, there was a lot of work to clean up, upgrade and fix systems and process within the comanpy. To add to that complexity, our company has grown at a rapid rate on top of that. Throughout the process, M5 has made this proess easy as there was very little work on our end to keep things up and running. Yes, we've had problems. A router died and the phones were out. It was replaced in a matter of hours. There also was a period where there service was slipping. I had a meeting with my account manager to discuss. They advised me that they promoted some of their service department and that many of the customer service staff was new. They asked that I give them a little time and they will resolve those issues which I thought was fair. They kept their word and within a few weeks the service levels were back to normal. I get calls all day from someone who will save me money on my phone bill. I operate with the rule, if it ain't broke, don't fix it. No headaches, no hassle and honesty. If the rest of my vendors woudl be this way, my job would be easier

M5: Always Satisfied

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My company recommends M5 to everyone and anyone. Never a problem, always satisfied, and always good with tech support. I could not recommend M5 enough.andnbsp

M5: Phenomenal Customer Service

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Overall, I am very pleased with our VoIP service through M5. At times, the phones will cut out and sometimes lose connection, but that is because of our weak internet connection in our office. The customer service through M5 is outstanding and I have always had my issues resolved in a better than expected time frame. I would certainly recommend M5 and the VoIP service to a friend or colleague without any hesitation.andnbsp

M5 Managed VoIP: Thanks

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One of the major challenges that I have at Middleby Corporation is dated phone system. I'm glad that I picked M5 for the solution. Now, I have more time and energy to focus on other projects and I'm with babysitting dated phone system. Especial thanks to my project leader, he helped me all the way no matter what issues we come accross. I also want to extend my thanks to support team and my account manager who also have given lots of support getting every division up and running. It's a job well done!. I definitely recommend M5. Thanks, Adreydie Cruz (AC

M5 Managed VoIP: Painless Migration

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For years, we have enjoyed working with M5. Their strength lies not only in the quality of their products but also in their incredible customer service. Our recent migration with them was painless and successful. We look forward to continuing to work with them

M5 Managed VoIP: Great Service

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Great service. Have had it now for approximately 2 years and have not had any major problems. I would definitely recommend this service to others. Their customer service is top notch also

M5: Transparent, Easy

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M5 Networks is a cloud based telecom firm that provides fantastic customer service as well as great products and tools which help me run my business

M5: Excellent Service

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Since becoming an M5 customer our clients have raved about the ease of reaching us during business hours as well as after hours. The transparency of the M5 system has made my job 100 times easier. I love being able to access the call center from anywhere I am, it allows me to see employees productivity at all times. The reporting features have assisted me with employee accountability and productivity as well as call volumes and trends. M5s customer service is excellent

M5 Increased Efficiency

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The M5 phone solution has enhanced our responsiveness to clients, both internally and externally. Even with 4 branch offices in multiple states, we can connect to each other with the simple input of an extension. The ability to have an administrator in one location, back-up an administrator in a different location with the simple setting of a rule through the online interface, gives us the utmost in flexibilitiy and negates the need and expense of temporary help when someone is out on vacation. The sound quality of this system has improved our interface with clients and interoffice conference calls as well. We have experienced increased efficiency and productivity on various levels with the implementation of M5's services. As we continue to grow, thi

M5 Networks Does Right By Us

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With any new account transition there are always hiccups. The important part is how the issues are rectified. M5 Networks does right by us and for that Im confident in recommending their services. Our previous setup included a hardwired system which constantly went down. Since converting, we have eliminated all previous issues and seem to be much better off. Our Cisco 7961 phones are clear and have a bunch of bells and whistles. Reporting is great for a company such as ours with over 115 employees

M5: Reliable and Attentive

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M5 has great customer service. They are very reliable and very attentive. I would recommend M5 over any other voip provider. We have made a good choice to have M5 in charge of our phone system

RUN. Do NOT use ShoreTel. See details below.

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I requested two call queues, two agents each. That's it..... 2.5 months later, STILL not working...... They routed 180 customer voicemails to a voice mailbox different from those associated with our phone numbers. Didn't tell us about the mailboxes, no access, no notification. We're still cleaning up, and may have a legal impact with our client or lose the account..... They have repeatedly confirmed things are working as requested, and they have not..... When instructed to activate the call queue, they told me it was activated, and when we called about ongoing issues, we found out it had NOT been activated at all...... Now the setup that I tested with them on the line last night is broken this morning. I know because our client got angry phone calls from their customers, and notified us..... Unless you are willing to wait months, test everything they set up, test your setup daily, and lose voicemails, I would strongly advise against ShoreTel. I simply cannot believe that it takes 2.5 months to set up two lines with two agents.....GOOD LUCK. PS I’m on the phone with them again this morning. 42 minutes and counting.



Created by: admin, Last modification: Sat 12 of Oct, 2013 (01:17 UTC)
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