Avaya and ShoreTel are both popular business phone service providers that are used by many medium sized business use. If you’re having a difficult time trying to decide which one of the two to use, you may be interested to check out this comparison post. You can find more details about the pricing plans, main features, and customer support options that both of these VoIP services have to offer.

You’ll be left feeling more assured about whether ShoreTel or Avaya is the best VoIP service provider for improving your company’s communications. 

Our Comparison of Avaya Vs ShoreTel

ShoreTel Overview

Using ShoreTel’s VoIP system helps employees stay in touch with each other through one system. This encourages better collaborations between team members on large projects. It also helps employees provide customers with a helpful experience due to how everything that they need is available through one system. 

Avaya Overview 

Avaya’s VoIP services help businesses improve their communications with customers as well as internally among colleagues. The unified system helps you to manage all of your company’s communications and employees can easily stay in touch with customers and team members to improve customer support and boost productivity. 

ShoreTel Main Features

  • Call center management 
  • Call monitoring
  • Cal reporting
  • Call transfer
  • Call recording
  • Call scripts
  • Automatic lead distribution
  • Active Directory integrations
  • Messenger
  • CRM integration
  • Voice recognition 

ShoreTel’s VoIP system is compatible with Apple devices and desktops. This may be a downside for businesses with employees who use a lot of Android devices as the software isn’t as compatible. However, desktop users and employees with Apple devices can easily communicate with each other to improve productivity while also being able to help customers promptly and with a professional service.

You can use JobDiva, WebRezPro, InGenius, AuguTech, Logicbox, and Tigerpaw with ShoreTel. Companies that use these integrations find that the integration process goes a lot quicker and smoother due to how employees feel more confident with using a VoIP system that integrates well with the existing infrastructure that they’ve been used to using. 


Avaya Main Features

  • Real-time monitoring
  • Queue management
  • Automatic call distribution
  • Resource management
  • Call transfer
  • Call routing
  • Call reporting
  • Call center management
  • Customer history
  • messenger

Avaya can be used with Windows and Mac desktops, as well as Android and Apple devices. As a result, the compatibility benefits are better in comparison to ShoreTel as Android users aren’t left out. This allows employees who are using different devices to easily stay in touch with each other to improve collaborations while also being able to provide customers with reliable support. 

In addition to this, there’s a superb range of 29 integrations available with Avaya that include CallTools, ZohoCRM, Cherwell, and Vocalcom. If your business uses these types of applications, you may find that the integration process of using Avaya goes better as your employees may feel more assured utilizing the new VoIP features with programs that they’re already familiar with using. 

Calling & Pricing Plans


You can contact ShoreTel and provide them with information surrounding the VoIP features and the number of users that you want to have on the system. They’ll then provide you with a tailored quote for using their software. 


Similar to ShoreTel, Avaya offers its services based on quotes. You can contact them to let them know what VoIP features you’d like to use, as well as the number of users you want on the system and they’ll provide you with a quote.


Customer Support


ShoreTel offers a fantastic variety of customer support options that include an online live chat system, phone line, a knowledge center, and tutorials. Therefore, you can always be sure to speak directly with a customer service representative from the company. They can help you with complex issues that you may be having and it can be reassuring speaking with an expert directly. 

The knowledge center and tutorials can also be great for your employees. They’re able to use these resources to train themselves on how to use all of the new VoIP features more confidently. This improves the integration process and ensures that your employees can properly utilize ShoreTel’s VoIP software. 


Avaya provides an excellent range of customer support options that include a phone line, an online live chat system, video tutorials, and an online forum. Therefore, employees have additional resources that they can use to bring themselves up to speed on how to use the new VoIP system.

You’re also provided with options that let you speak with a representative from Avaya. This can be handy for times when you’re experiencing more urgent issues with the VoIP system and require more support from experts.

Is There a Free Trial Available When Using ShoreTel & Avaya? 

Both ShoreTel and Avaya don’t offer a free trial period. This could be a downside for some companies as it doesn’t allow you to test out the VoIP features from either company before committing to paying for the service. 

How Do You Pay For ShoreTel’s & Avaya’s VoIP Services?

You can pay for using ShoreTel’s and Avaya’s VoIP services through subscriptions that are paid monthly or annually, depending on the option that works best for you and the number of users that you have.

What Size Companies Use Avaya & ShoreTel?

Avaya’s VoIP features and integrations make them popular among medium businesses and large enterprises. ShoreTel, on the other hand, is used by small, medium, and large companies.

Related ShoreTel Comparisons

Jive vs ShoreTel

8×8 vs ShoreTel

Mitel vs Shoretel

Grasshopper vs ShoreTel

Nextiva vs ShoreTel

Vonage Business vs ShoreTel

Ooma vs ShoreTel

RingCentral vs ShoreTel

ShoreTel vs Cisco

Related Avaya Comparisons

Cisco vs Avaya

Dialpad vs Avaya

Jive Communcations vs Avaya

Ooma Office vs Avaya

Mitel vs Avaya

Avaya vs

Verdict of ShoreTel Vs Avaya 

Now that you’ve had the opportunity to read through more details about what ShoreTel and Avaya have to offer, you’ll be able to make a more informed decision about the one that’s best for your business. 

ShoreTel is aimed towards businesses of all sizes due to the features and pricing plans available. Avaya, on the other hand, is suited better for medium companies and large enterprises. They have more integrations available which could be a big benefit for some businesses.

We hope that the information in this comparison post has helped you to have an easier time when it comes to deciding between using ShoreTel or Avaya as your next VoIP service provider. 

error: Content is protected !!