145 Ratings
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Score 9 out of 100
111 Ratings
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Score 7.1 out of 100

Feature Set Ratings

  • Cisco Unified Communications Manager (Call Manager) ranks higher in 2 feature sets: VoIP system collaboration, Mobile apps
  • MiCloud Connect (formerly ShoreTel) ranks higher in 2 feature sets: Cloud PBX, Call Management

Cloud PBX

7.7

Cisco Unified Communications Manager (Call Manager)

77%
7.8

MiCloud Connect (formerly ShoreTel)

78%
MiCloud Connect (formerly ShoreTel) ranks higher in 4/5 features

Hosted PBX

7.9
79%
18 Ratings
8.2
82%
13 Ratings

Multi-level Interactive Voice Response (IVR)

6.8
68%
27 Ratings
8.8
88%
12 Ratings

User templates

8.5
85%
36 Ratings
8.9
89%
13 Ratings

Call reports

6.4
64%
35 Ratings
7.3
73%
18 Ratings

Directory of employee names

8.7
87%
36 Ratings
5.7
57%
24 Ratings

Call Management

7.6

Cisco Unified Communications Manager (Call Manager)

76%
8.7

MiCloud Connect (formerly ShoreTel)

87%
MiCloud Connect (formerly ShoreTel) ranks higher in 5/5 features

Answering rules

8.8
88%
39 Ratings
9.8
98%
21 Ratings

Call recording

6.8
68%
26 Ratings
9.9
99%
20 Ratings

Call park

8.7
87%
35 Ratings
9.7
97%
23 Ratings

Call screening

6.4
64%
32 Ratings
6.5
65%
19 Ratings

Message alerts

7.5
75%
36 Ratings
7.8
78%
20 Ratings

VoIP system collaboration

8.1

Cisco Unified Communications Manager (Call Manager)

81%
6.2

MiCloud Connect (formerly ShoreTel)

62%
Cisco Unified Communications Manager (Call Manager) ranks higher in 2/4 features

Video conferencing

8.3
83%
27 Ratings
2.0
20%
6 Ratings

Audio conferencing

8.0
80%
37 Ratings
8.3
83%
20 Ratings

Video screen sharing

8.2
82%
14 Ratings
5.5
55%
2 Ratings

Instant messaging

8.0
80%
17 Ratings
9.0
90%
2 Ratings

Mobile apps

7.9

Cisco Unified Communications Manager (Call Manager)

79%
4.7

MiCloud Connect (formerly ShoreTel)

47%
Cisco Unified Communications Manager (Call Manager) ranks higher in 2/2 features

Mobile app for iOS

7.9
79%
23 Ratings
4.7
47%
12 Ratings

Mobile app for Android

7.8
78%
21 Ratings
4.6
46%
10 Ratings

Attribute Ratings

  • Cisco Unified Communications Manager (Call Manager) is rated higher in 4 areas: Likelihood to Recommend, Likelihood to Renew, Support Rating, Implementation Rating
  • MiCloud Connect (formerly ShoreTel) is rated higher in 1 area: Usability

Likelihood to Recommend

8.9

Cisco Unified Communications Manager (Call Manager)

89%
42 Ratings
5.2

MiCloud Connect (formerly ShoreTel)

52%
60 Ratings

Likelihood to Renew

10.0

Cisco Unified Communications Manager (Call Manager)

100%
1 Rating
8.6

MiCloud Connect (formerly ShoreTel)

86%
42 Ratings

Usability

7.1

Cisco Unified Communications Manager (Call Manager)

71%
4 Ratings
8.0

MiCloud Connect (formerly ShoreTel)

80%
21 Ratings

Availability

Cisco Unified Communications Manager (Call Manager)

N/A
0 Ratings
10.0

MiCloud Connect (formerly ShoreTel)

100%
54 Ratings

Performance

Cisco Unified Communications Manager (Call Manager)

N/A
0 Ratings
5.1

MiCloud Connect (formerly ShoreTel)

51%
18 Ratings

Support Rating

8.4

Cisco Unified Communications Manager (Call Manager)

84%
27 Ratings
3.5

MiCloud Connect (formerly ShoreTel)

35%
32 Ratings

In-Person Training

Cisco Unified Communications Manager (Call Manager)

N/A
0 Ratings
6.0

MiCloud Connect (formerly ShoreTel)

60%
3 Ratings

Online Training

Cisco Unified Communications Manager (Call Manager)

N/A
0 Ratings
2.0

MiCloud Connect (formerly ShoreTel)

20%
12 Ratings

Implementation Rating

10.0

Cisco Unified Communications Manager (Call Manager)

100%
2 Ratings
9.6

MiCloud Connect (formerly ShoreTel)

96%
61 Ratings

Product Scalability

Cisco Unified Communications Manager (Call Manager)

N/A
0 Ratings
7.6

MiCloud Connect (formerly ShoreTel)

76%
5 Ratings

Likelihood to Recommend

Cisco Unified Communications Manager (Call Manager)

The Cisco Unified Communications Manager platform would be most suited for the below scenarios.1. An organization with very restricted policies and compliance where can't move to cloud-based solutions for data security. They can install the CUCM on-premises.2. An organization that is still on a legacy phone system could adopt CUCM to save costs and have better services.
RAJESH VENGILOT | 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

Pros

Cisco Unified Communications Manager (Call Manager)

  • This solution is extremely stable and has been running in our environment for several years without (unscheduled) downtime.
  • The ability to have voicemails automatically sent as an email message is extremely helpful in helping us to keep in touch while away from the desk.
  • The Call Manager provides us very granular settings to route our calls as we want.
Anonymous | 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

Cisco Unified Communications Manager (Call Manager)

  • Administration web page is little bit hard to understand at the beginning specially if you are not familiar with naming convention and GU Interfaces.
  • Call Detail Record interface is fine but would be desirable to include more options that fit organization needs in terms of reporting purposes.
  • Self Care Portal interface could be more useful to the end user if it includes options to manage some features without administrators involving.
Leonardo Gonzalez | 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

Pricing Details

Cisco Unified Communications Manager (Call Manager)

General

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

Starting Price

Cisco Unified Communications Manager (Call Manager) Editions & Modules

Additional Pricing Details
Must contact sales team for pricing

MiCloud Connect (formerly ShoreTel)

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 (formerly ShoreTel) Editions & Modules

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

Likelihood to Renew

Cisco Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 10.0
Based on 1 answer
We have been using this product for 20+ years and will continue too. This is a great product and new features are always coming out.
Brian Munn | TrustRadius Reviewer

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

Cisco Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 7.1
Based on 4 answers
Although it's very easy to use, once you understand the concepts of IP telephony, as I said before, I think Cisco could have improved the management interface of the platform, adding modern technologies and the design language of the other platforms like DNA Center, etc. This interface hasn't had a substantial improvement for about 10 years
Eduardo Viero | TrustRadius Reviewer

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

Cisco Unified Communications Manager (Call Manager)

No score
No answers yet
No answers on this topic

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 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

Cisco Unified Communications Manager (Call Manager)

No score
No answers yet
No answers on this topic

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 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

Cisco Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 8.4
Based on 27 answers
CUCM is supported by most third-party vendors for related products, so it makes finding solutions to specific needs easy. Also Cisco TAC is very knowledgeable, and we have never run into a problem they have not been able to resolve. Usually they are resolved without the need to escalate tickers either.
Anonymous | TrustRadius Reviewer

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 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

Cisco Unified Communications Manager (Call Manager)

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

Cisco Unified Communications Manager (Call Manager)

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

Cisco Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 10.0
Based on 2 answers
This was the first phone system we implemented that could span multiple locations. We were very satisfied once fully implemented
Brian Munn | TrustRadius Reviewer

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 9.6
Based on 61 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

Cisco Unified Communications Manager (Call Manager)

We have been a Cisco based shop and have looked at other cloud voice options such as MS Teams pbx, and others, but ultimately, the features, endpoints, and reliability of Cisco has been the common factor in staying with them as our voice provider. Their integrations, room systems, and hybrid design allows for us to be flexible and keep a high up time vs reliance on 100% cloud.
Anonymous | TrustRadius Reviewer

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

Cisco Unified Communications Manager (Call Manager)

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

Cisco Unified Communications Manager (Call Manager)

  • Communication and collaboration - Our offices are able to communicate both internally and externally due to this system.
  • Down time - Struggles with CUCM has caused a lot of down time due to the instability of the system.
  • High Costs - the cost of both the license and the maintenance was much higher than other systems.
Anonymous | 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

Cisco Unified Communications Manager (Call Manager)

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