115 Ratings
13 Ratings
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Score 2.7 out of 100
115 Ratings
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Score 7.6 out of 100

Feature Set Ratings

    Performance & Compatibility of Online Events Software

    6.0

    AT&T Office@Hand

    60%

    MiCloud Connect

    Feature Set Not Supported
    N/A
    AT&T Office@Hand ranks higher in 1/1 features

    High quality audio

    6.0
    60%
    1 Rating
    N/A
    0 Ratings

    Cloud PBX

    AT&T Office@Hand

    Feature Set Not Supported
    N/A
    8.2

    MiCloud Connect

    82%
    MiCloud Connect ranks higher in 5/5 features

    Hosted PBX

    N/A
    0 Ratings
    7.5
    75%
    15 Ratings

    Multi-level Interactive Voice Response (IVR)

    N/A
    0 Ratings
    8.3
    83%
    15 Ratings

    User templates

    N/A
    0 Ratings
    8.0
    80%
    16 Ratings

    Call reports

    N/A
    0 Ratings
    8.7
    87%
    21 Ratings

    Directory of employee names

    N/A
    0 Ratings
    8.3
    83%
    27 Ratings

    Call Management

    AT&T Office@Hand

    Feature Set Not Supported
    N/A
    8.6

    MiCloud Connect

    86%
    MiCloud Connect ranks higher in 5/5 features

    Answering rules

    N/A
    0 Ratings
    9.0
    90%
    24 Ratings

    Call recording

    N/A
    0 Ratings
    8.3
    83%
    23 Ratings

    Call park

    N/A
    0 Ratings
    8.7
    87%
    26 Ratings

    Call screening

    N/A
    0 Ratings
    8.6
    86%
    22 Ratings

    Message alerts

    N/A
    0 Ratings
    8.3
    83%
    23 Ratings

    VoIP system collaboration

    AT&T Office@Hand

    Feature Set Not Supported
    N/A
    7.6

    MiCloud Connect

    76%
    MiCloud Connect ranks higher in 4/4 features

    Video conferencing

    N/A
    0 Ratings
    7.9
    79%
    8 Ratings

    Audio conferencing

    N/A
    0 Ratings
    9.0
    90%
    23 Ratings

    Video screen sharing

    N/A
    0 Ratings
    7.0
    70%
    4 Ratings

    Instant messaging

    N/A
    0 Ratings
    6.7
    67%
    5 Ratings

    Mobile apps

    AT&T Office@Hand

    Feature Set Not Supported
    N/A
    6.2

    MiCloud Connect

    62%
    MiCloud Connect ranks higher in 2/2 features

    Mobile app for iOS

    N/A
    0 Ratings
    7.9
    79%
    14 Ratings

    Mobile app for Android

    N/A
    0 Ratings
    4.5
    45%
    12 Ratings

    Attribute Ratings

    • MiCloud Connect is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    1.0

    AT&T Office@Hand

    10%
    2 Ratings
    7.6

    MiCloud Connect

    76%
    63 Ratings

    Likelihood to Renew

    AT&T Office@Hand

    N/A
    0 Ratings
    8.6

    MiCloud Connect

    86%
    42 Ratings

    Usability

    AT&T Office@Hand

    N/A
    0 Ratings
    8.0

    MiCloud Connect

    80%
    21 Ratings

    Availability

    AT&T Office@Hand

    N/A
    0 Ratings
    10.0

    MiCloud Connect

    100%
    54 Ratings

    Performance

    AT&T Office@Hand

    N/A
    0 Ratings
    5.1

    MiCloud Connect

    51%
    18 Ratings

    Support Rating

    AT&T Office@Hand

    N/A
    0 Ratings
    3.5

    MiCloud Connect

    35%
    32 Ratings

    In-Person Training

    AT&T Office@Hand

    N/A
    0 Ratings
    6.0

    MiCloud Connect

    60%
    3 Ratings

    Online Training

    AT&T Office@Hand

    N/A
    0 Ratings
    2.0

    MiCloud Connect

    20%
    12 Ratings

    Implementation Rating

    AT&T Office@Hand

    N/A
    0 Ratings
    9.6

    MiCloud Connect

    96%
    61 Ratings

    Product Scalability

    AT&T Office@Hand

    N/A
    0 Ratings
    7.6

    MiCloud Connect

    76%
    5 Ratings

    Likelihood to Recommend

    AT&T Office@Hand

    If I could rate AT&T Office at Hand less than zero I would. Billing is a mystery. Forget about trying to manage your account through an online login. It took me WEEKS to even get one setup, and that required assistance from my original sales rep (whom we've never met.) Since we've been using this service, I get 2 emails a week from other AT&T sales reps trying to sell me the same service I've already bought. As an administrator and a user of the services we get from AT&T, I have to keep up with FOUR logins: My user login for my softphone My admin login to manage other softphone users My login to pay for our internet service to our office location My login to see invoices and manage the billing for Office at Hand -- THIS LOGIN HAS NEVER WORKED ONE SINGLE TIME When I've tried to call the number listed on my paper bill, I get routed to non-English speakers who have hung up on me 3 times. It would be convenient if I could set up automatic billing for Office At Hand online, but since the login never works, that's impossible. Also, now I don't trust anything about the system to give them my credit card or a bank routing number. My next bill is due in less than 10 days, and I still don't have the paper bill in my hand to reference the (always changing) amount so I can mail the check-in time. STAY AWAY. THIS SERVICE IS EXTREMELY DIFFICULT TO MANAGE. Sign up for Office At Hand if you want to waste HOURS doing simple tasks....like trying to pay your bill.
    Janet Mobley | TrustRadius Reviewer

    MiCloud Connect

    Mitel is excellent at allowing me as a user to setup up custom call routing in response to rapidly changing work flows. If I need to work from home for a period due to medical or other reasons, logging into Mitel and setting my office phone to ring through to my home or cell is quick and simple. Changing back is just as quick.
    Paul White | TrustRadius Reviewer

    Pros

    AT&T Office@Hand

    • [I think] they do nothing well.
    • They do not respond timely, and they fix very few issues.
    • I had to go out and hire an IT person just so he could do their job for them.
    • They could not even port our numbers correctly.
    • They lost two of my numbers.
    • I have lost thousands of dollars in business because of them.
    mark strunk | TrustRadius Reviewer

    MiCloud Connect

    • The system up-time has been 100% over 3 years.
    • With separate systems and two locations we used to have to fake the system into 4 digit dialing by forwarding all remote extensions to DIDs. Now with Shortel extended to the remote location we have true 4 digit dialing.
    • The Shortel desktop application makes managing calls and call routing a breeze for even our most novice users.
    Josh Novak | TrustRadius Reviewer

    Cons

    AT&T Office@Hand

    • Customer service is NON EXISTENT
    • Setup was PAINFUL
    • Online account access is horrible, and most of the time doesn't work
    • As an admin of the system, I require 4 different logins to manage it
    • We've been on the system for 5 months, and I have NEVER been able to pay my bill online
    • Online account management just doesn't exists
    Janet Mobley | TrustRadius Reviewer

    MiCloud Connect

    • There are persistent problems with the app's functionality on mobile devices.
    • At times, the web conferencing service may have delays. It appears to be less stable than competing approaches.
    • Using a headset instead of the microphone and speakers integrated into a desktop computer slows down the softphone's performance.
    Sarah Jackson | TrustRadius Reviewer

    Pricing Details

    AT&T Office@Hand

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    AT&T Office@Hand Editions & Modules

    Additional Pricing Details

    MiCloud Connect

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    $2,099 per user/per month

    MiCloud Connect Editions & Modules

    Edition
    Essentials20.991
    Premier26.591
    Elite38.491
    1. per user/per month
    Additional Pricing Details

    Likelihood to Renew

    AT&T Office@Hand

    No score
    No answers yet
    No answers on this topic

    MiCloud Connect

    MiCloud Connect 8.6
    Based on 42 answers
    Although the price is higher than some of the other Hosted systems out there, the value is definitely worth a renewal. Everything is relative: there are some companies out there who need phones, but don't necessarily care how they work, the functionality/features available/durability etc., they just care that they have phones that make and receive calls. There are other companies that are completely reliant on phones and certain functionality that is provided by the system. There are even some companies who are straight up dependent on the phone system and are losing tons of money anytime they are down, ShoreTel is the perfect fit for theSMB client who sees value in a solid,robust, reliable and high functioning phone system
    Greg Golding | TrustRadius Reviewer

    Usability

    AT&T Office@Hand

    No score
    No answers yet
    No answers on this topic

    MiCloud Connect

    MiCloud Connect 8.0
    Based on 21 answers
    I have not used a wide array of communication software, but this far ShoreTel/MiCloud has been the simplest and easiest to get into. My work employs several temps at certain points throughout the year, and they use this piece of software frequently, and new hires seem to have little to no issue using this software. Additionally, this is our primary telephone communication infrastructure, and I have yet to encounter any issues when signed in and regularly using it handling external calls to our department.
    Casey Wright | TrustRadius Reviewer

    Reliability and Availability

    AT&T Office@Hand

    No score
    No answers yet
    No answers on this topic

    MiCloud Connect

    MiCloud Connect 10.0
    Based on 54 answers
    The system has gone down on us MULTIPLE times. We asked them to move us to a different cluster. Shoretel declined. Basically we had problems or outages every month of the year from June 2012 to date. Our old phone system was just that: OLD, no bells or whistles. But it was up every day and I never had to think about it much until it was time for an upgrade. That's how I want Shoretel to be. I want it so reliable that I never have to think about it.
    Anonymous | TrustRadius Reviewer

    Performance

    AT&T Office@Hand

    No score
    No answers yet
    No answers on this topic

    MiCloud Connect

    MiCloud Connect 5.1
    Based on 18 answers
    Even though the system uses a lower bandwidth connection we have experienced a higher call quality than our previous system which required a T1 line and back up broadband connection.
    Shane Hayes | TrustRadius Reviewer

    Support Rating

    AT&T Office@Hand

    No score
    No answers yet
    No answers on this topic

    MiCloud Connect

    MiCloud Connect 3.5
    Based on 32 answers
    ShoreTel Sky's support is amazing. The only reason why I didn't give it a 10 is that we still need to contact them for stuff that we should be able to do, for ourselves, within the management portal. I know their portal is being worked on, so hopefully they will get the "little things" included for self-management.
    Zak Gunnells | TrustRadius Reviewer

    In-Person Training

    AT&T Office@Hand

    No score
    No answers yet
    No answers on this topic

    MiCloud Connect

    MiCloud Connect 6.0
    Based on 3 answers
    I attended the first ShoreTel installer class in Austin,TX. It was a week of intensive study with a live lab and having hands on experience made the class worthwhile. I have taken all of the sales courses and remaining technical courses either online or self study to keep costs down. I send my techs to the first installer course in Austin as I feel it gives them a solid foundation and most of teh other courses they have taken have been online.
    Anonymous | TrustRadius Reviewer

    Online Training

    AT&T Office@Hand

    No score
    No answers yet
    No answers on this topic

    MiCloud Connect

    MiCloud Connect 2.0
    Based on 12 answers
    The training identified some things M5 (ShoreTel's cloud division) could provide, however it was only using it every day and asking the Shoretel support several questions that I got the hang of it. The training was able to highlight functions but I did not learn how to use the phone from the training.
    Kelli Doyle | TrustRadius Reviewer

    Implementation Rating

    AT&T Office@Hand

    No score
    No answers yet
    No answers on this topic

    MiCloud Connect

    MiCloud Connect 9.6
    Based on 61 answers
    Each of our locations has a dedicated ShoreTel router and managed QoS. With full management, it provides us a breath of space and bandwidth to use our resources in other means. Strongly consider the managed solution as you have to maintain more technical issues when hosting with your ISP. You have to make sure your ISP can provide you the best service for voice and data. Plug and 'hope' doesn't work with just routing your phones over any Internet connection....especially when your handsets run int he 100's
    Joe DiCristofano | TrustRadius Reviewer

    Alternatives Considered

    AT&T Office@Hand

    Horrible. Collaberate was a little slow at times in responding, but they never just left us hanging with unresolved issues. I am now going with a local guy so I do not have to deal with this stuff. I get very irritated when I am transferred to someone over seas that English is not their first language, and they are working off of a script.Although some of them were more helpful than my assigned migration person.
    mark strunk | TrustRadius Reviewer

    MiCloud Connect

    Aptela. I chose M5 (ShoreTelSky) because their platform puts call quality first. Their system also uses Cisco endpoints, which are very compatible with the rest of my Cisco network. I also liked the fact that ShoreTelSky uses the internet only as a backup for transport; I use MPLS as my primary connectivity.
    Whitney White | TrustRadius Reviewer

    Scalability

    AT&T Office@Hand

    No score
    No answers yet
    No answers on this topic

    MiCloud Connect

    MiCloud Connect 7.6
    Based on 5 answers
    I believe that ShoreTel can be used by a minimum company size of about 25 to almost any size of a company and this can be achieved while the company grows, hence makes it pretty scalable when required. For companies which are smaller in size i.e. smaller than 25, I am not sure how useful it would be, it may be depending upon the type of business
    Anonymous | TrustRadius Reviewer

    Return on Investment

    AT&T Office@Hand

    • I wish I had never switched from my local VOIP phone provider
    • Office at Hand is a mistake I wish I'd never made
    Janet Mobley | TrustRadius Reviewer

    MiCloud Connect

    • At my branch alone, we are saving over $500 a month using Shoretel Sky versus the phone company we were using before them.
    • Shoretel Sky has increased customer service by allowing our employees to easily transfer a call to the proper department or branch no matter where they are located instead of giving the caller a phone number to call.
    • Most of our locations did not have caller ID before Shoretel Sky. That feature has increased employee efficiency because when they know who is calling before they answer allows them to professionally greet their caller and have their info up on their computer as they answer.
    Jason Payton | TrustRadius Reviewer

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