What users are saying about
13 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 2.7 out of 100
Based on 13 reviews and ratings
115 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.6 out of 100
Based on 115 reviews and ratings
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
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
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
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
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
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.
owner / president
FatCat Strategies, LLCMarketing & Advertising, 1-10 employees
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.
Director of Institutional Research
Lakeland UniversityHigher Education, 201-500 employees
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.
Manager
Hanna DistributingTransportation/Trucking/Railroad, 51-200 employees
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.
Manager of IT Services
Angstrom GraphicsPrinting, 201-500 employees
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
owner / president
FatCat Strategies, LLCMarketing & Advertising, 1-10 employees
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.
System Engineer
CognizantInformation Technology & Services, 10,001+ employees
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
Essentials | 20.991 |
---|---|
Premier | 26.591 |
Elite | 38.491 |
- 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
Account Executive
Solarus Technologies IncInformation Technology and Services, 11-50 employees
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.
Temporary Administrative Assistant
Beacon Hill Staffing GroupReal Estate, 501-1000 employees
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.

Verified User
Director in Information Technology
Insurance Company, 51-200 employeesPerformance
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.
Director of Operations
The Mascia Law Firm11-50 employees
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.
Systems Administrator
On Center Software51-200 employees
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.

Verified User
Executive in Information Technology
Telecommunications Company, 1-10 employeesOnline 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.
Operations Analyst
Abacus Service CorporationStaffing and Recruiting, 201-500 employees
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
IT Director
Joe DiCristofanoMedical Devices, 51-200 employees
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.
Manager
Hanna DistributingTransportation/Trucking/Railroad, 51-200 employees
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.
Chief Technology Officer
WR Hambrecht + Co51-200 employees
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

Verified User
Professional in Information Technology
Computer Software Company, 501-1000 employeesReturn 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
owner / president
FatCat Strategies, LLCMarketing & Advertising, 1-10 employees
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.
Project Specialist
RECO Equipment IncMachinery, 51-200 employees