6 Ratings
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Score 8.1 out of 100
111 Ratings
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Score 6.7 out of 100

Likelihood to Recommend

Avaya Cloud Office

Well Suited: Small business that wants a phone system designed like a larger business. Users who spend a lot of time on the road. Less appropriate: Cost can be high for larger businesses. Geared more towards softphones, some users will not get much functionality if they don't want to try new updated features.
Matthew Strickland | TrustRadius Reviewer

MiCloud Connect (formerly ShoreTel)

Well, I have been informed of newer cloud solutions that only rely on plugging the phones into the network and not needing any PRI or phone system on prem. This would make for a very inexpensive phone system. I am not sure how inter-office calls would work if the internet is down however.
Josh Novak | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
8.1
Hosted PBX
Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
8.5
Multi-level Interactive Voice Response (IVR)
Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
8.8
User templates
Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
8.9
Call reports
Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
7.8
Directory of employee names
Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
6.8

Call Management

Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
8.6
Answering rules
Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
9.5
Call recording
Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
9.6
Call park
Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
9.3
Call screening
Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
7.2
Message alerts
Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
7.6

VoIP system collaboration

Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
7.0
Video conferencing
Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
3.8
Audio conferencing
Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
8.8
Video screen sharing
Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
6.3
Instant messaging
Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
9.0

Mobile apps

Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
5.7
Mobile app for iOS
Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
5.8
Mobile app for Android
Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
5.7

Pros

Avaya Cloud Office

  • IVR Management
  • Voicemail to Text / Voicemail to Email
  • Video Conferencing
  • User Management
Matthew Strickland | TrustRadius Reviewer

MiCloud Connect (formerly ShoreTel)

  • 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.
Joe DiCristofano | TrustRadius Reviewer

Cons

Avaya Cloud Office

  • Needs more ring customization on phones.
  • Admin console could have better descriptions of what each function does.
  • Custom Rules can cause issues if you are not careful.
Matthew Strickland | TrustRadius Reviewer

MiCloud Connect (formerly ShoreTel)

  • 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.
Jason Payton | TrustRadius Reviewer

Likelihood to Renew

Avaya Cloud Office

No score
No answers yet
No answers on this topic

MiCloud Connect (formerly ShoreTel)

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
Greg Golding | TrustRadius Reviewer

Usability

Avaya Cloud Office

No score
No answers yet
No answers on this topic

MiCloud Connect (formerly ShoreTel)

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.
Casey Wright | TrustRadius Reviewer

Reliability and Availability

Avaya Cloud Office

No score
No answers yet
No answers on this topic

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 10.0
Based on 28 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

Avaya Cloud Office

No score
No answers yet
No answers on this topic

MiCloud Connect (formerly ShoreTel)

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.
Shane Hayes | TrustRadius Reviewer

Support Rating

Avaya Cloud Office

Avaya Cloud Office 10.0
Based on 1 answer
Support has helped me within minutes, even on holidays, when a customer of ours with Avaya Cloud Office had issues resolved in a very impressive time. Support has made every attempt possible to make sure we have no ongoing issues with new setups, or users that have unique issues.
Matthew Strickland | TrustRadius Reviewer

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 3.5
Based on 17 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

Avaya Cloud Office

No score
No answers yet
No answers on this topic

MiCloud Connect (formerly ShoreTel)

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.
Anonymous | TrustRadius Reviewer

Online Training

Avaya Cloud Office

No score
No answers yet
No answers on this topic

MiCloud Connect (formerly ShoreTel)

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.
Kelli Doyle | TrustRadius Reviewer

Implementation Rating

Avaya Cloud Office

No score
No answers yet
No answers on this topic

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 9.6
Based on 32 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.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Avaya Cloud Office

No answers on this topic

MiCloud Connect (formerly ShoreTel)

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

Avaya Cloud Office

No score
No answers yet
No answers on this topic

MiCloud Connect (formerly ShoreTel)

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.
Gary Lamontagne | TrustRadius Reviewer

Return on Investment

Avaya Cloud Office

  • Positive: Helped our customers with better phone systems.
  • Positive: It is easier than ever to receive calls when out of the office.
  • Negative: Is a steep learning curve for users of extremely old phone systems.
Matthew Strickland | TrustRadius Reviewer

MiCloud Connect (formerly ShoreTel)

  • 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.
Jonathan Brose | TrustRadius Reviewer

Screenshots

Avaya Cloud Office

Pricing Details

Avaya Cloud Office

General

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

Avaya Cloud Office Editions & Modules

Additional Pricing Details

MiCloud Connect (formerly ShoreTel)

General

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

MiCloud Connect (formerly ShoreTel) Editions & Modules

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

Rating Summary

Likelihood to Recommend

Avaya Cloud Office
10.0
MiCloud Connect (formerly ShoreTel)
8.0

Likelihood to Renew

Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
8.6

Usability

Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
8.0

Reliability and Availability

Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
10.0

Performance

Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
5.2

Support Rating

Avaya Cloud Office
10.0
MiCloud Connect (formerly ShoreTel)
3.5

In-Person Training

Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
6.0

Online Training

Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
2.0

Implementation Rating

Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
9.6

Scalability

Avaya Cloud Office
MiCloud Connect (formerly ShoreTel)
7.6

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