What users are saying about
11 Ratings
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Score 8 out of 100
109 Ratings
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Score 7 out of 100

Likelihood to Recommend

CloudTalk

CloudTalk is great for making calls and receiving them, while doing different tasks. It is easy to see the incoming call and to answer them. As well as the call quality is high. It is really suited to be used in customer service, when many clients are calling. Sometimes if a client can not pick up the phone, the SMS option can be a great help to send the information and to receive from the client the information back
Ieva Lukstiņa | 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

CloudTalk
7.6
MiCloud Connect (formerly ShoreTel)
Agent dashboard
CloudTalk
7.7
MiCloud Connect (formerly ShoreTel)
Validate callers
CloudTalk
7.3
MiCloud Connect (formerly ShoreTel)
Outbound response
CloudTalk
7.9
MiCloud Connect (formerly ShoreTel)
Call forwarding
CloudTalk
7.8
MiCloud Connect (formerly ShoreTel)
Click-to-call (CTC)
CloudTalk
7.7
MiCloud Connect (formerly ShoreTel)
Warm transfer
CloudTalk
7.5
MiCloud Connect (formerly ShoreTel)
Predictive dialing
CloudTalk
7.2
MiCloud Connect (formerly ShoreTel)
Interactive voice response
CloudTalk
7.5
MiCloud Connect (formerly ShoreTel)
REST APIs
CloudTalk
7.5
MiCloud Connect (formerly ShoreTel)
Call scripts
CloudTalk
7.5
MiCloud Connect (formerly ShoreTel)
Call tracking
CloudTalk
7.6
MiCloud Connect (formerly ShoreTel)
Multichannel integration
CloudTalk
7.7
MiCloud Connect (formerly ShoreTel)
CRM software integration
CloudTalk
7.9
MiCloud Connect (formerly ShoreTel)

Workforce Optimization (WFO)

CloudTalk
7.7
MiCloud Connect (formerly ShoreTel)
Inbound call routing
CloudTalk
7.9
MiCloud Connect (formerly ShoreTel)
Omnichannel inbound routing
CloudTalk
7.4
MiCloud Connect (formerly ShoreTel)
Recording
CloudTalk
7.6
MiCloud Connect (formerly ShoreTel)
Quality management
CloudTalk
8.0
MiCloud Connect (formerly ShoreTel)
Call analytics
CloudTalk
8.0
MiCloud Connect (formerly ShoreTel)
Historical reporting
CloudTalk
7.7
MiCloud Connect (formerly ShoreTel)
Live reporting
CloudTalk
7.6
MiCloud Connect (formerly ShoreTel)
Customer surveys
CloudTalk
7.2
MiCloud Connect (formerly ShoreTel)
Customer interaction analytics
CloudTalk
7.6
MiCloud Connect (formerly ShoreTel)

Cloud PBX

CloudTalk
MiCloud Connect (formerly ShoreTel)
8.3
Hosted PBX
CloudTalk
MiCloud Connect (formerly ShoreTel)
8.6
Multi-level Interactive Voice Response (IVR)
CloudTalk
MiCloud Connect (formerly ShoreTel)
8.6
User templates
CloudTalk
MiCloud Connect (formerly ShoreTel)
8.8
Call reports
CloudTalk
MiCloud Connect (formerly ShoreTel)
8.2
Directory of employee names
CloudTalk
MiCloud Connect (formerly ShoreTel)
7.2

Call Management

CloudTalk
MiCloud Connect (formerly ShoreTel)
8.6
Answering rules
CloudTalk
MiCloud Connect (formerly ShoreTel)
9.3
Call recording
CloudTalk
MiCloud Connect (formerly ShoreTel)
9.4
Call park
CloudTalk
MiCloud Connect (formerly ShoreTel)
9.1
Call screening
CloudTalk
MiCloud Connect (formerly ShoreTel)
7.6
Message alerts
CloudTalk
MiCloud Connect (formerly ShoreTel)
7.6

VoIP system collaboration

CloudTalk
MiCloud Connect (formerly ShoreTel)
7.4
Video conferencing
CloudTalk
MiCloud Connect (formerly ShoreTel)
4.8
Audio conferencing
CloudTalk
MiCloud Connect (formerly ShoreTel)
9.0
Video screen sharing
CloudTalk
MiCloud Connect (formerly ShoreTel)
6.8
Instant messaging
CloudTalk
MiCloud Connect (formerly ShoreTel)
9.0

Mobile apps

CloudTalk
MiCloud Connect (formerly ShoreTel)
6.3
Mobile app for iOS
CloudTalk
MiCloud Connect (formerly ShoreTel)
6.2
Mobile app for Android
CloudTalk
MiCloud Connect (formerly ShoreTel)
6.3

Pros

CloudTalk

  • Fast.
  • Reliable.
  • Superb sound quality.
  • Ease of use.
Stanislav Bouda | 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

CloudTalk

  • The service is unusable right now because it's always down. CloudTalk has oversold their service to too many customers on too few servers (as admitted on an email from their CEO to all their customers). We've lost all functionality for days - crippling our customer support team
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

CloudTalk

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

CloudTalk

CloudTalk 9.1
Based on 3 answers
I must say that the flexibility of this tool is amazing. I can see all the necessary details about the calls and available agents at one place, including reports, SLAs and other metrics I need to work with. The interface has a very nice modern design, which is easy to use and very intuitive.
Andrej Saxon | 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

CloudTalk

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

CloudTalk

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

CloudTalk

CloudTalk 7.7
Based on 9 answers
Because it solves all problems we faced initially and it makes us data-driven team with its HubSpot integration. CloudTalk is a good investment if you are keen to track actions in your team.
Faruk Aydin | 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

CloudTalk

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

CloudTalk

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

CloudTalk

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

CloudTalk

CloudTalk is in terms of calls showing a great performance, although LiveAgent was good, too. The decision to change to CloudTalk was due to the lower price for the use. It is really handy for calls, LiveAgent offers also the options for emails. Both software are great for work and together makes it easy to do the tasks needed.
Ieva Lukstiņa | 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

CloudTalk

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

CloudTalk

  • CloudTalk has crippled our customer support team. The return on investment has basically been upset customers because they can't get through to us for assistance because the app and CloudTalk servers are constantly down.
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

Pricing Details

CloudTalk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$11*

* per user

CloudTalk Editions & Modules

Edition
CloudTalk Essential$201
CloudTalk Custom-2
CloudTalk Expert$353
CloudTalk Starter$153
  1. per user/month (invoiced annually)
  2. per user or company/month (invoiced annually)
  3. per user/month (invoiced annually)
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

Additional Pricing Details

Rating Summary

Likelihood to Recommend

CloudTalk
7.9
MiCloud Connect (formerly ShoreTel)
8.5

Likelihood to Renew

CloudTalk
MiCloud Connect (formerly ShoreTel)
8.6

Usability

CloudTalk
9.1
MiCloud Connect (formerly ShoreTel)
8.0

Reliability and Availability

CloudTalk
MiCloud Connect (formerly ShoreTel)
10.0

Performance

CloudTalk
MiCloud Connect (formerly ShoreTel)
5.1

Support Rating

CloudTalk
7.7
MiCloud Connect (formerly ShoreTel)
3.5

In-Person Training

CloudTalk
MiCloud Connect (formerly ShoreTel)
6.0

Online Training

CloudTalk
MiCloud Connect (formerly ShoreTel)
2.0

Implementation Rating

CloudTalk
MiCloud Connect (formerly ShoreTel)
9.6

Scalability

CloudTalk
MiCloud Connect (formerly ShoreTel)
7.6

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