AT&T Office@Hand vs MiCloud Connect (formerly ShoreTel) | TrustRadius

What users are saying about

Score 5.3 out of 10

Based on 13 reviews and ratings

Score 6.7 out of 10

Based on 111 reviews and ratings

Feature Rating Comparison

AT&T Office@Hand

MiCloud Connect (formerly ShoreTel)

High quality audio

High quality video

Low bandwidth requirements

Mobile support

AT&T Office@Hand

MiCloud Connect (formerly ShoreTel)

Desktop sharing

Whiteboards

AT&T Office@Hand

MiCloud Connect (formerly ShoreTel)

Calendar integration

Meeting initiation

Integrates with social media

Record meetings / events

Slideshows

AT&T Office@Hand

MiCloud Connect (formerly ShoreTel)

Live chat

Audience polling

Q&A

AT&T Office@Hand

MiCloud Connect (formerly ShoreTel)

User authentication

Participant roles & permissions

Confidential attendee list

AT&T Office@Hand

MiCloud Connect (formerly ShoreTel)

Hosted PBX

Multi-level Interactive Voice Response (IVR)

User templates

Call reports

Directory of employee names

AT&T Office@Hand

MiCloud Connect (formerly ShoreTel)

Answering rules

Call recording

Call park

Call screening

Message alerts

AT&T Office@Hand

MiCloud Connect (formerly ShoreTel)

Video conferencing

Audio conferencing

Video screen sharing

Instant messaging

AT&T Office@Hand

MiCloud Connect (formerly ShoreTel)

Mobile app for iOS

Mobile app for Android

Pros

It can handle multiple simultaneous voices very efficiently.
Access across multiple devices seamlessly.
The voice clarity is not compromised at all.

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Verified User

Employee in Engineering

Financial Services Company, 5001-10,000 employees

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Call quality is very good. Dedicated circuit for QoS is helpful. Even leveraging the Mitel Cloud service over our own ISP has been problem free. The disadvantage to that is the owned and operated router from Mitel where they control more connectivity issues and troubleshoot them as well.
Support is also very good. Receive US based support staff when calling in. Issues resolved quickly.
They are continuously growing in support and service.

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Joe DiCristofano

IT Director

Joe DiCristofanoMedical Devices, 51-200 employees

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Cons

It can include the video facility as well making it a wholesome experience for users.
It sometimes malfunctions when the limited number of participants exceed.
Early logins create an unwanted advantage to some participants. It should not be.

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Verified User

Employee in Engineering

Financial Services Company, 5001-10,000 employees

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The Shoretel Mobility app for iPhone does not work very well and is not very intuitive in my experience.
We have had many intermittent instances of employees reporting that call quality is bad, sounds like the caller is garbled and underwater.
I deployed Shoretel Sky to eleven branches in four states over a 6 month period and experiences were not very consistent. Had issues with not enough power bricks being sent with the phones, some phones not having the the face sticker showing messages, directories, etc., user guides (quick start guides) not getting shipped with the phones at some branches, and phones being programmed incorrectly. This made it very difficult to plan my trips to train employees and install these at the various locations.

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Project Specialist

RECO Equipment IncMachinery, 51-200 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

MiCloud Connect (formerly ShoreTel) 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

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Account Executive

Solarus Technologies IncInformation Technology and Services, 11-50 employees

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Usability

No score

No answers yet

No answers on this topic

MiCloud Connect (formerly ShoreTel) 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.

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Temporary Administrative Assistant

Beacon Hill Staffing GroupReal Estate, 501-1000 employees

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Reliability and Availability

No score

No answers yet

No answers on this topic

MiCloud Connect (formerly ShoreTel) 10.0

Based on 29 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.

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Verified User

Director in Information Technology

Insurance Company, 51-200 employees

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Performance

No score

No answers yet

No answers on this topic

MiCloud Connect (formerly ShoreTel) 5.2

Based on 10 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.

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Director of Operations

The Mascia Law Firm11-50 employees

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Support Rating

No score

No answers yet

No answers on this topic

MiCloud Connect (formerly ShoreTel) 4.5

Based on 18 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.

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Systems Administrator

On Center Software51-200 employees

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In-Person Training

No score

No answers yet

No answers on this topic

MiCloud Connect (formerly ShoreTel) 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.

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Verified User

Executive in Information Technology

Telecommunications Company, 1-10 employees

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Online Training

No score

No answers yet

No answers on this topic

MiCloud Connect (formerly ShoreTel) 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.

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Operations Analyst

Abacus Service CorporationStaffing and Recruiting, 201-500 employees

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Implementation Rating

No score

No answers yet

No answers on this topic

MiCloud Connect (formerly ShoreTel) 9.6

Based on 33 answers

I feel that the current features that ShoreTel provides are pretty solid, but in future I would love to see it expand into more features to assist inter team communication if possible. Considering that there was not a single issue with ShoreTel in my whole work period of 6months I think it is safe to say that the implementation is pretty standardized.

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Verified User

Professional in Information Technology

Computer Software Company, 501-1000 employees

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Alternatives Considered

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.

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Manager

Hanna DistributingTransportation/Trucking/Railroad, 51-200 employees

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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.

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Chief Technology Officer

WR Hambrecht + Co51-200 employees

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Scalability

No score

No answers yet

No answers on this topic

MiCloud Connect (formerly ShoreTel) 7.6

Based on 5 answers

Shoretel has been very scalable for our organization. We first installed Shoretel in 2003 to standardize three sites on one phone system. As our needs have changed, our Shoretel system has adapted with our growing needs and added locations. Initially, we were using analog phones and have been rolling out VoIP as our budgeting has allowed.

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Gary Lamontagne

Network and Systems Administrator

Coos County Family Health ServicesHospital & Health Care, 51-200 employees

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Return on Investment

There has been not one positive thing I can say about Office at Hand.
[I feel] they have been nothing but an issue.
My assigned customer service rep [seems to be] lacking if follow-up, follow through, knowledge of the product, and just seems to not care.
When I get his boss, I usually get some resolution, but only some, and then I pushed by her back to him.
Believe nothing they say and carve out hours to deal with them on the phone or by email.

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Manager

Hanna DistributingTransportation/Trucking/Railroad, 51-200 employees

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We save a lot of time not having to dial numbers, measure call volumes and metrics and spend a lot of time configuring new phone systems. Our ROI is high from ShoreTel just in the time we save using and administering the system.

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Account Executive

Strategic IT Staffing, LLC11-50 employees

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Screenshots

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See All (4) MiCloud Connect (formerly ShoreTel) Screenshots

Pricing Details

General

Free Trial

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Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

AT&T Office@Hand Editions & Modules

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Additional Pricing Details

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General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

MiCloud Connect (formerly ShoreTel) Editions & Modules

Edition

Essentials	20.99¹
Premier	26.59¹
Elite	38.49¹

per user/per month

Additional Pricing Details

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Rating Summary

AT&T Office@Hand

MiCloud Connect (formerly ShoreTel)

AT&T Office@Hand

MiCloud Connect (formerly ShoreTel)

AT&T Office@Hand

MiCloud Connect (formerly ShoreTel)

AT&T Office@Hand

MiCloud Connect (formerly ShoreTel)

AT&T Office@Hand

MiCloud Connect (formerly ShoreTel)

AT&T Office@Hand

MiCloud Connect (formerly ShoreTel)

AT&T Office@Hand

MiCloud Connect (formerly ShoreTel)

AT&T Office@Hand

MiCloud Connect (formerly ShoreTel)

AT&T Office@Hand

MiCloud Connect (formerly ShoreTel)

AT&T Office@Hand

MiCloud Connect (formerly ShoreTel)

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