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Top Rated
106 Ratings

Avaya Intelligent Xperiences Contact Center

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Top Rated
106 Ratings
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Score 8 out of 100
105 Ratings
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Score 7.6 out of 100

Likelihood to Recommend

Avaya Intelligent Xperiences Contact Center

Great for conference calls internationally. Connectivity is great and it's user friendly. Great for organizations looking to communicate globally, and also for sales teams. Not the best fit for smaller organizations as there are cheaper and easier to implement solutions out there if the requirement is just for internal communication
Aly Hajiani profile photo

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 profile photo

Feature Rating Comparison

Contact Center Software

Avaya Intelligent Xperiences Contact Center
8.7
MiCloud Connect (formerly ShoreTel)
Agent dashboard
Avaya Intelligent Xperiences Contact Center
8.7
MiCloud Connect (formerly ShoreTel)
Validate callers
Avaya Intelligent Xperiences Contact Center
8.7
MiCloud Connect (formerly ShoreTel)
Outbound response
Avaya Intelligent Xperiences Contact Center
8.7
MiCloud Connect (formerly ShoreTel)
Call forwarding
Avaya Intelligent Xperiences Contact Center
9.4
MiCloud Connect (formerly ShoreTel)
Click-to-call (CTC)
Avaya Intelligent Xperiences Contact Center
9.2
MiCloud Connect (formerly ShoreTel)
Warm transfer
Avaya Intelligent Xperiences Contact Center
8.7
MiCloud Connect (formerly ShoreTel)
Predictive dialing
Avaya Intelligent Xperiences Contact Center
8.0
MiCloud Connect (formerly ShoreTel)
Interactive voice response
Avaya Intelligent Xperiences Contact Center
8.2
MiCloud Connect (formerly ShoreTel)
REST APIs
Avaya Intelligent Xperiences Contact Center
8.5
MiCloud Connect (formerly ShoreTel)
Call scripts
Avaya Intelligent Xperiences Contact Center
8.7
MiCloud Connect (formerly ShoreTel)
Call tracking
Avaya Intelligent Xperiences Contact Center
9.1
MiCloud Connect (formerly ShoreTel)
Multichannel integration
Avaya Intelligent Xperiences Contact Center
8.8
MiCloud Connect (formerly ShoreTel)
CRM software integration
Avaya Intelligent Xperiences Contact Center
8.4
MiCloud Connect (formerly ShoreTel)

Workforce Optimization (WFO)

Avaya Intelligent Xperiences Contact Center
8.9
MiCloud Connect (formerly ShoreTel)
Inbound call routing
Avaya Intelligent Xperiences Contact Center
9.2
MiCloud Connect (formerly ShoreTel)
Omnichannel inbound routing
Avaya Intelligent Xperiences Contact Center
9.1
MiCloud Connect (formerly ShoreTel)
Recording
Avaya Intelligent Xperiences Contact Center
9.0
MiCloud Connect (formerly ShoreTel)
Quality management
Avaya Intelligent Xperiences Contact Center
9.0
MiCloud Connect (formerly ShoreTel)
Call analytics
Avaya Intelligent Xperiences Contact Center
8.7
MiCloud Connect (formerly ShoreTel)
Historical reporting
Avaya Intelligent Xperiences Contact Center
8.9
MiCloud Connect (formerly ShoreTel)
Live reporting
Avaya Intelligent Xperiences Contact Center
8.7
MiCloud Connect (formerly ShoreTel)
Customer surveys
Avaya Intelligent Xperiences Contact Center
8.5
MiCloud Connect (formerly ShoreTel)
Customer interaction analytics
Avaya Intelligent Xperiences Contact Center
8.8
MiCloud Connect (formerly ShoreTel)

Cloud PBX

Avaya Intelligent Xperiences Contact Center
MiCloud Connect (formerly ShoreTel)
8.7
Hosted PBX
Avaya Intelligent Xperiences Contact Center
MiCloud Connect (formerly ShoreTel)
9.0
Multi-level Interactive Voice Response (IVR)
Avaya Intelligent Xperiences Contact Center
MiCloud Connect (formerly ShoreTel)
8.2
User templates
Avaya Intelligent Xperiences Contact Center
MiCloud Connect (formerly ShoreTel)
8.6
Call reports
Avaya Intelligent Xperiences Contact Center
MiCloud Connect (formerly ShoreTel)
9.3
Directory of employee names
Avaya Intelligent Xperiences Contact Center
MiCloud Connect (formerly ShoreTel)
8.2

Call Management

Avaya Intelligent Xperiences Contact Center
MiCloud Connect (formerly ShoreTel)
8.7
Answering rules
Avaya Intelligent Xperiences Contact Center
MiCloud Connect (formerly ShoreTel)
9.0
Call recording
Avaya Intelligent Xperiences Contact Center
MiCloud Connect (formerly ShoreTel)
8.7
Call park
Avaya Intelligent Xperiences Contact Center
MiCloud Connect (formerly ShoreTel)
9.0
Call screening
Avaya Intelligent Xperiences Contact Center
MiCloud Connect (formerly ShoreTel)
8.8
Message alerts
Avaya Intelligent Xperiences Contact Center
MiCloud Connect (formerly ShoreTel)
7.8

VoIP system collaboration

Avaya Intelligent Xperiences Contact Center
MiCloud Connect (formerly ShoreTel)
8.9
Video conferencing
Avaya Intelligent Xperiences Contact Center
MiCloud Connect (formerly ShoreTel)
8.2
Audio conferencing
Avaya Intelligent Xperiences Contact Center
MiCloud Connect (formerly ShoreTel)
9.5
Video screen sharing
Avaya Intelligent Xperiences Contact Center
MiCloud Connect (formerly ShoreTel)
9.0
Instant messaging
Avaya Intelligent Xperiences Contact Center
MiCloud Connect (formerly ShoreTel)
9.0

Mobile apps

Avaya Intelligent Xperiences Contact Center
MiCloud Connect (formerly ShoreTel)
7.8
Mobile app for iOS
Avaya Intelligent Xperiences Contact Center
MiCloud Connect (formerly ShoreTel)
7.4
Mobile app for Android
Avaya Intelligent Xperiences Contact Center
MiCloud Connect (formerly ShoreTel)
8.3

Pros

Avaya Intelligent Xperiences Contact Center

  • Strengths of Avaya include the ability to answer incoming calls in a convenient format for employees.
  • The use of Avaya proves the user-friendly design and a way for employees to adjust settings in a clear and concise manner to adjust for his or her preferences.
  • Avaya also allows the employee to transfer and conference calls in an easy drag-and-drop method and is very user-friendly.
  • The functionality of Avaya allows for the virtual employee to log in, choose various auxiliaries chosen by your company to ensure schedule adherence and maintain corroboration with other applications and software programs.
Shauna Stermer profile photo

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 profile photo

Cons

Avaya Intelligent Xperiences Contact Center

  • Avaya could use some improvement in moving calls off the system when they have arrived at a far destination. This is a technical point and will not be often encountered by users or most technicians and really is no fault of Avaya but crossing over into local telephone systems around the world would be a great advantage.
  • The methods for interacting with some of the menus are rather involved. The system is highly complex but at this time it is mature enough to start bringing all the control features under one roof rather than through three separate interfaces.
Alfred Brock profile photo

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 profile photo

Likelihood to Renew

Avaya Intelligent Xperiences Contact Center

Avaya Intelligent Xperiences Contact Center 8.4
Based on 12 answers
I am really not the decision maker on this subject but given the cost of the investment in Avaya, I do not see the company not renewing the use of Avaya. The new licensing model no longer requires expensive upgrades to stay current with new features added to the system and really helps with the cost of investment.
Michelle VanderBand profile photo

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 profile photo

Usability

Avaya Intelligent Xperiences Contact Center

Avaya Intelligent Xperiences Contact Center 8.2
Based on 5 answers
I find Avaya easy to use but I am not a beginner. I think it is much more difficult for beginners unless the administrator has some basic programming skills. The system is getting more difficult to use but I enjoy learning and haven't found myself stumped yet.
Michelle VanderBand profile photo

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 profile photo

Reliability and Availability

Avaya Intelligent Xperiences Contact Center

Avaya Intelligent Xperiences Contact Center 7.0
Based on 1 answer
No answer on this topic is available.

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 10.0
Based on 27 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.
No photo available

Performance

Avaya Intelligent Xperiences Contact Center

Avaya Intelligent Xperiences Contact Center 10.0
Based on 1 answer
No answer on this topic is available.

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 5.1
Based on 9 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 profile photo

Support

Avaya Intelligent Xperiences Contact Center

Avaya Intelligent Xperiences Contact Center 9.0
Based on 1 answer
The tech support that I have received has been outstanding. My only complaint is at times the support is hard to understand due to offshore technicians.
No photo available

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 3.5
Based on 16 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 profile photo

In-Person Training

Avaya Intelligent Xperiences Contact Center

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.
Bryant Bloedorn profile photo

Online Training

Avaya Intelligent Xperiences Contact Center

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 profile photo

Implementation

Avaya Intelligent Xperiences Contact Center

Avaya Intelligent Xperiences Contact Center 9.1
Based on 2 answers
No answer on this topic is available.

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 9.6
Based on 30 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.
No photo available

Alternatives Considered

Avaya Intelligent Xperiences Contact Center

There are other vendors out there, Cisco, Mitel, Shortel, etc.... We also sell Panasonic systems. Panasonic fills a gap/price point for the businesses that wants to rely on us to manage their phone system, and get their foot in the door with a phone system. The Panasonic from an administration side can be rough on a system administrator trying to do their own MAC work. Cisco and the others all have their benefits, and drawbacks. Each have their own pricing and feature models, so it is really a wash in a matter of speaking until you get into the realm of support, licensing, and integrating with 3rd party vendors.If you do need to rely on a 3rd party vendor to integrate with your AVAYA solution, if the vendor is a Dev Connect partner you know it will work. Avaya spends weeks with vendors testing and creating documentation on how to integrate a multitude of solutions with their partners. Other competitors are lacking in this department.
Richard Heller profile photo

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 profile photo

Scalability

Avaya Intelligent Xperiences Contact Center

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 profile photo

Return on Investment

Avaya Intelligent Xperiences Contact Center

  • It does what we need it to do, so we don't heavily invest in this technology but rather into the manufacturing end of our business.
  • We believe we have more than achieved the return on our investment for the Avaya phone system and associated equipment.
No photo available

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 profile photo

Screenshots

Avaya Intelligent Xperiences Contact Center

Pricing Details

Avaya Intelligent Xperiences Contact Center

General

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

MiCloud Connect (formerly ShoreTel)

General

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

Rating Summary

Likelihood to Recommend

Avaya Intelligent Xperiences Contact Center
8.5
MiCloud Connect (formerly ShoreTel)
9.3

Likelihood to Renew

Avaya Intelligent Xperiences Contact Center
8.4
MiCloud Connect (formerly ShoreTel)
8.6

Usability

Avaya Intelligent Xperiences Contact Center
8.2
MiCloud Connect (formerly ShoreTel)
8.0

Reliability and Availability

Avaya Intelligent Xperiences Contact Center
7.0
MiCloud Connect (formerly ShoreTel)
10.0

Performance

Avaya Intelligent Xperiences Contact Center
10.0
MiCloud Connect (formerly ShoreTel)
5.1

Support

Avaya Intelligent Xperiences Contact Center
9.0
MiCloud Connect (formerly ShoreTel)
3.5

In-Person Training

Avaya Intelligent Xperiences Contact Center
MiCloud Connect (formerly ShoreTel)
6.0

Online Training

Avaya Intelligent Xperiences Contact Center
MiCloud Connect (formerly ShoreTel)
2.0

Implementation

Avaya Intelligent Xperiences Contact Center
9.1
MiCloud Connect (formerly ShoreTel)
9.6

Scalability

Avaya Intelligent Xperiences Contact Center
MiCloud Connect (formerly ShoreTel)
7.6

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