57 Ratings
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Score 8 out of 100
108 Ratings
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Score 7.1 out of 100

Likelihood to Recommend

Cisco Unified Contact Center

Cisco Unified Contact Center (UCCE) is best suited in the Large Enterprise Contact Centers that are geographically diverse (over 4K seats), and need to still support older ACD or PBX investments or have a need for a central routing platform to complement an array of ACD or PBX vendor connections.Nice InContact and Genesys PureCloud offerings are better suited to survive the next 5-10 years as they require less investment in deployment and implementation costs, Data Center space, hardware, etc.
James Riley | 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

Contact Center Software

Cisco Unified Contact Center
7.7
MiCloud Connect (formerly ShoreTel)
Agent dashboard
Cisco Unified Contact Center
7.4
MiCloud Connect (formerly ShoreTel)
Validate callers
Cisco Unified Contact Center
7.9
MiCloud Connect (formerly ShoreTel)
Outbound response
Cisco Unified Contact Center
7.6
MiCloud Connect (formerly ShoreTel)
Call forwarding
Cisco Unified Contact Center
8.1
MiCloud Connect (formerly ShoreTel)
Click-to-call (CTC)
Cisco Unified Contact Center
8.0
MiCloud Connect (formerly ShoreTel)
Warm transfer
Cisco Unified Contact Center
8.3
MiCloud Connect (formerly ShoreTel)
Predictive dialing
Cisco Unified Contact Center
7.6
MiCloud Connect (formerly ShoreTel)
Interactive voice response
Cisco Unified Contact Center
8.0
MiCloud Connect (formerly ShoreTel)
REST APIs
Cisco Unified Contact Center
7.6
MiCloud Connect (formerly ShoreTel)
Call scripts
Cisco Unified Contact Center
6.8
MiCloud Connect (formerly ShoreTel)
Call tracking
Cisco Unified Contact Center
8.6
MiCloud Connect (formerly ShoreTel)
Multichannel integration
Cisco Unified Contact Center
7.0
MiCloud Connect (formerly ShoreTel)
CRM software integration
Cisco Unified Contact Center
7.4
MiCloud Connect (formerly ShoreTel)

Workforce Optimization (WFO)

Cisco Unified Contact Center
7.7
MiCloud Connect (formerly ShoreTel)
Inbound call routing
Cisco Unified Contact Center
8.4
MiCloud Connect (formerly ShoreTel)
Omnichannel inbound routing
Cisco Unified Contact Center
7.4
MiCloud Connect (formerly ShoreTel)
Recording
Cisco Unified Contact Center
7.8
MiCloud Connect (formerly ShoreTel)
Quality management
Cisco Unified Contact Center
8.0
MiCloud Connect (formerly ShoreTel)
Call analytics
Cisco Unified Contact Center
7.6
MiCloud Connect (formerly ShoreTel)
Historical reporting
Cisco Unified Contact Center
8.4
MiCloud Connect (formerly ShoreTel)
Live reporting
Cisco Unified Contact Center
8.0
MiCloud Connect (formerly ShoreTel)
Customer surveys
Cisco Unified Contact Center
6.6
MiCloud Connect (formerly ShoreTel)
Customer interaction analytics
Cisco Unified Contact Center
7.0
MiCloud Connect (formerly ShoreTel)

Cloud PBX

Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
8.3
Hosted PBX
Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
8.7
Multi-level Interactive Voice Response (IVR)
Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
8.3
User templates
Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
8.7
Call reports
Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
8.5
Directory of employee names
Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
7.4

Call Management

Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
8.6
Answering rules
Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
9.3
Call recording
Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
9.2
Call park
Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
9.2
Call screening
Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
7.9
Message alerts
Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
7.7

VoIP system collaboration

Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
7.6
Video conferencing
Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
5.3
Audio conferencing
Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
9.1
Video screen sharing
Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
6.9
Instant messaging
Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
9.0

Mobile apps

Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
6.5
Mobile app for iOS
Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
6.4
Mobile app for Android
Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
6.5

Pros

Cisco Unified Contact Center

  • Call Control & Call routing. UCCX approach is simple and effective.
  • Reporting and accounting. With workforce optimization, you go beyond-- live call intercepts, supervisory control, call recordings, evaluation forms, surveys, workflows etc.
  • Skills, CSQ, Triggers, Call control group.
  • Ease of administration.
  • Modern innovative agent desktop software.
  • Finesse Administration and API.
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 Contact Center

  • The Enterprise version Cisco Unified Contact Center has a lot of sunk cost involved and harder to support due to the expertise involved.
  • Licensing and ongoing support is also a huge undertaking. Licensing is hard to understand for Cisco in general. When you have created a certification for understanding Cisco Licensing maybe that is a hint to simplify your licensing instead.
  • The Express Unified Contact Center version is getting outdated and has capacity limitations. The Enterprise version is a huge undertaking to implement and get approved cost wise.
Anonymous | 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

Cisco Unified Contact Center

Cisco Unified Contact Center 9.1
Based on 5 answers
if it is up to me I would maintain its use. I was not able to make those decisions previously.
Anonymous | 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 Contact Center

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

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

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.
Anonymous | TrustRadius Reviewer

Performance

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

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 | TrustRadius Reviewer

Support Rating

Cisco Unified Contact Center

Cisco Unified Contact Center 8.1
Based on 8 answers
Like most Cisco Products, there is a lot of documentation around Cisco Unified Contact Center (Express and Enterprise). Most of the information that is required to maintain, administer and troubleshoot an install is available on the internet or specifically on Cisco's website. There is a large community of users, engineers, etc with different use cases, challenges and solutions to fit almost any scenario. Support is also available through Cisco TAC.
Frank Paul Onwude | 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

Cisco Unified 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.
Anonymous | TrustRadius Reviewer

Online Training

Cisco Unified 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 | TrustRadius Reviewer

Implementation Rating

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 9.6
Based on 31 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 Contact Center

The Avaya solution was not up to date any longer and we began a search for a one-vendor-solution. If you compare the features they are quite similar and offer benefits on both sides. We went with Cisco since they are the market-leader
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 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 | TrustRadius Reviewer

Return on Investment

Cisco Unified Contact Center

  • I consider that the quality of service and functions are necessary for those who need an agent service.
  • The reporting and analysis of calls with customers help improve the satisfaction of the help provided.
  • Customers are satisfied with all the tools. The platform is complete.
Arturo Lopez | 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 Contact Center

Pricing Details

Cisco Unified 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

Cisco Unified Contact Center
9.8
MiCloud Connect (formerly ShoreTel)
8.6

Likelihood to Renew

Cisco Unified Contact Center
9.1
MiCloud Connect (formerly ShoreTel)
8.6

Usability

Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
8.0

Reliability and Availability

Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
10.0

Performance

Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
5.1

Support Rating

Cisco Unified Contact Center
8.1
MiCloud Connect (formerly ShoreTel)
3.5

In-Person Training

Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
6.0

Online Training

Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
2.0

Implementation Rating

Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
9.6

Scalability

Cisco Unified Contact Center
MiCloud Connect (formerly ShoreTel)
7.6

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