CloudTalk vs. MiCloud Connect

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
CloudTalk
Score 8.8 out of 10
N/A
CloudTalk is cloud-based call center software for sales and support teams of all sizes, looking to improve customer experiences through more personalized, data-driven customer interactions. The vendor aims to help teams communicate clearly and efficiently. With CloudTalk users can get local, mobile or toll-free numbers from more than 140+ countries across the world. The vendor says they offer integration with important tools (such a CRM, Helpdesk, or…
$20
per user/month (invoiced annually)
MiCloud Connect
Score 7.8 out of 10
N/A
MiCloud Connect is a business communications solution for contact centers that includes features like IP PBX telephony service, desk phones, softphone, and collaboration tools. It is integrable with other business communication technology, including Microsoft Outlook and CRM software.
$20.99
per user/per month
Pricing
CloudTalkMiCloud Connect
Editions & Modules
CloudTalk Starter
$20.00
per user/month (invoiced annually)
CloudTalk Essential
$25.00
per user/month (invoiced annually)
CloudTalk Expert
$40.00
per user/month (invoiced annually)
CloudTalk Custom
-
per user or company/month (invoiced annually)
Essentials
$20.99
per user/per month
Premier
$26.59
per user/per month
Elite
$38.49
per user/per month
Offerings
Pricing Offerings
CloudTalkMiCloud Connect
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
CloudTalkMiCloud Connect
Top Pros
Top Cons
Features
CloudTalkMiCloud Connect
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
CloudTalk
9.8
45 Ratings
16% above category average
MiCloud Connect
-
Ratings
Agent dashboard10.045 Ratings00 Ratings
Validate callers9.840 Ratings00 Ratings
Outbound response10.041 Ratings00 Ratings
Call forwarding9.940 Ratings00 Ratings
Click-to-call (CTC)9.839 Ratings00 Ratings
Warm transfer9.631 Ratings00 Ratings
Predictive dialing10.025 Ratings00 Ratings
Interactive voice response9.929 Ratings00 Ratings
REST APIs9.630 Ratings00 Ratings
Call scripts9.225 Ratings00 Ratings
Call tracking9.436 Ratings00 Ratings
Multichannel integration9.930 Ratings00 Ratings
CRM software integration9.936 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
CloudTalk
9.9
42 Ratings
19% above category average
MiCloud Connect
-
Ratings
Inbound call routing10.036 Ratings00 Ratings
Omnichannel inbound routing9.929 Ratings00 Ratings
Recording9.938 Ratings00 Ratings
Quality management9.934 Ratings00 Ratings
Call analytics10.040 Ratings00 Ratings
Historical reporting9.937 Ratings00 Ratings
Live reporting9.935 Ratings00 Ratings
Customer surveys9.927 Ratings00 Ratings
Customer interaction analytics9.926 Ratings00 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
CloudTalk
-
Ratings
MiCloud Connect
8.2
27 Ratings
4% above category average
Hosted PBX00 Ratings7.515 Ratings
Multi-level Interactive Voice Response (IVR)00 Ratings8.315 Ratings
User templates00 Ratings8.016 Ratings
Call reports00 Ratings8.621 Ratings
Directory of employee names00 Ratings8.327 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
CloudTalk
-
Ratings
MiCloud Connect
8.6
28 Ratings
4% above category average
Answering rules00 Ratings9.024 Ratings
Call recording00 Ratings8.323 Ratings
Call park00 Ratings8.626 Ratings
Call screening00 Ratings8.622 Ratings
Message alerts00 Ratings8.323 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
CloudTalk
-
Ratings
MiCloud Connect
7.6
23 Ratings
4% below category average
Video conferencing00 Ratings8.08 Ratings
Audio conferencing00 Ratings9.023 Ratings
Video screen sharing00 Ratings7.04 Ratings
Instant messaging00 Ratings6.75 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
CloudTalk
-
Ratings
MiCloud Connect
6.2
15 Ratings
25% below category average
Mobile app for iOS00 Ratings8.014 Ratings
Mobile app for Android00 Ratings4.512 Ratings
Best Alternatives
CloudTalkMiCloud Connect
Small Businesses
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.7 out of 10
CloudTalk
CloudTalk
Score 8.8 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.7 out of 10
CloudTalk
CloudTalk
Score 8.8 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 7.9 out of 10
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
CloudTalkMiCloud Connect
Likelihood to Recommend
10.0
(45 ratings)
8.3
(63 ratings)
Likelihood to Renew
8.2
(1 ratings)
8.6
(42 ratings)
Usability
7.7
(5 ratings)
8.0
(21 ratings)
Availability
-
(0 ratings)
10.0
(27 ratings)
Performance
-
(0 ratings)
5.1
(9 ratings)
Support Rating
3.6
(11 ratings)
3.5
(16 ratings)
In-Person Training
-
(0 ratings)
6.0
(3 ratings)
Online Training
-
(0 ratings)
2.0
(12 ratings)
Implementation Rating
8.2
(1 ratings)
9.6
(30 ratings)
Configurability
-
(0 ratings)
6.4
(3 ratings)
Ease of integration
-
(0 ratings)
9.1
(1 ratings)
Product Scalability
-
(0 ratings)
7.6
(5 ratings)
Vendor post-sale
-
(0 ratings)
9.1
(1 ratings)
Vendor pre-sale
-
(0 ratings)
9.1
(1 ratings)
User Testimonials
CloudTalkMiCloud Connect
Likelihood to Recommend
CloudTalk.io
Cloudtalk is by far the best value-for-price software out there for call center solutions. Packed with features, very accessible, kind and accessible customer support, and cheap, especially when compared with their competitors for the same range of features. Easy entry-level software, especially if you're a startup that doesn't want to make big initial commitments but needs a solution that scales with the business.
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Mitel Networks Corporation
Mitel is excellent at allowing me as a user to setup up custom call routing in response to rapidly changing work flows. If I need to work from home for a period due to medical or other reasons, logging into Mitel and setting my office phone to ring through to my home or cell is quick and simple. Changing back is just as quick.
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Pros
CloudTalk.io
  • It's extremely simple to install and integrate
  • Their smart dialer option reduces time spent typing in number and helps make more calls
  • It makes life super easy to keep track of calls being made and how long calls are but also to listen back on calls made
Read full review
Mitel Networks Corporation
  • The system up-time has been 100% over 3 years.
  • With separate systems and two locations we used to have to fake the system into 4 digit dialing by forwarding all remote extensions to DIDs. Now with Shortel extended to the remote location we have true 4 digit dialing.
  • The Shortel desktop application makes managing calls and call routing a breeze for even our most novice users.
Read full review
Cons
CloudTalk.io
  • A lot of features are still missing, some of which are pretty basic like being able to select multiple filters instead of one.
  • Desktop app has had some instability issue.
  • IVR needs to be self-recorded which can lead to a lower quality.
Read full review
Mitel Networks Corporation
  • There are persistent problems with the app's functionality on mobile devices.
  • At times, the web conferencing service may have delays. It appears to be less stable than competing approaches.
  • Using a headset instead of the microphone and speakers integrated into a desktop computer slows down the softphone's performance.
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Likelihood to Renew
CloudTalk.io
It is working and affordable
Read full review
Mitel Networks Corporation
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
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Usability
CloudTalk.io
CloudTalk is super easy to use and has a great quality. It helps to communicate with the clients easily and we can feel that the sound quality is high, while speaking to the client and while listening to the recordings. This is for our department essential in our day to day work.
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Mitel Networks Corporation
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.
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Reliability and Availability
CloudTalk.io
No answers on this topic
Mitel Networks Corporation
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.
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Performance
CloudTalk.io
No answers on this topic
Mitel Networks Corporation
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.
Read full review
Support Rating
CloudTalk.io
They are skilled, experienced, and anytime I need something and contact the support time, I get the right person who understands my needs and reacts to them accordingly. So far I was only pleasantly surprised by the level of support these guys provide and coming from a customer service oriented background myself, I can only say keep it up guys, you are doing a fantastic job!
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Mitel Networks Corporation
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.
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In-Person Training
CloudTalk.io
No answers on this topic
Mitel Networks Corporation
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.
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Online Training
CloudTalk.io
No answers on this topic
Mitel Networks Corporation
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.
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Implementation Rating
CloudTalk.io
No answers on this topic
Mitel Networks Corporation
Each of our locations has a dedicated ShoreTel router and managed QoS. With full management, it provides us a breath of space and bandwidth to use our resources in other means. Strongly consider the managed solution as you have to maintain more technical issues when hosting with your ISP. You have to make sure your ISP can provide you the best service for voice and data. Plug and 'hope' doesn't work with just routing your phones over any Internet connection....especially when your handsets run int he 100's
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Alternatives Considered
CloudTalk.io
It was a gamble if I'm being honest, plus this is a very nuanced and intricate topic. We didn't necessarily substitute one for the other, it was a much needed state of affairs where we needed the call monitoring and agent tracking pros of CloudTalk more so than ever before.
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Mitel Networks Corporation
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.
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Scalability
CloudTalk.io
No answers on this topic
Mitel Networks Corporation
I believe that ShoreTel can be used by a minimum company size of about 25 to almost any size of a company and this can be achieved while the company grows, hence makes it pretty scalable when required. For companies which are smaller in size i.e. smaller than 25, I am not sure how useful it would be, it may be depending upon the type of business
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Return on Investment
CloudTalk.io
  • For a similar price it is not necessary to manage so many cell phone accounts
  • Unlike basic telephony. It is possible to have more control of the interactions with our clients.
  • For administrators it allows better control of commercial actions or the corresponding area for communication issues
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Mitel Networks Corporation
  • At my branch alone, we are saving over $500 a month using Shoretel Sky versus the phone company we were using before them.
  • Shoretel Sky has increased customer service by allowing our employees to easily transfer a call to the proper department or branch no matter where they are located instead of giving the caller a phone number to call.
  • Most of our locations did not have caller ID before Shoretel Sky. That feature has increased employee efficiency because when they know who is calling before they answer allows them to professionally greet their caller and have their info up on their computer as they answer.
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ScreenShots

CloudTalk Screenshots

Screenshot of CloudTalk for Freshdesk - All customer-related data from both systems can be automatically synchronized and always up-to-date. No matter whether one is working in Freshdesk or CloudTalk, the software can provide comprehensive customer data.Screenshot of CloudTalk for Intercom - By integrating Intercom with CloudTalk, essential customer contact details become visible, as well as history of calls and conversations. No matter whether one is working in Intercom or CloudTalk, comprehensive customer data will be presented in both systems. In addition, data synchronization is automatic and regular, so information is always up-to-date.Screenshot of Complete customer interaction history is always within reach. CloudTalk will automatically display previous calls, orders, chats or notes, so agents don’t have to look them up in multiple systems.Screenshot of CloudTalk apps allows agents to make and receive phone calls from anywhere.Screenshot of CloudTalk for Help ScoutScreenshot of Agents can see all caller information in one place. During the phone call, they can look at the client’s history of interactions, orders, chat or notes.

MiCloud Connect Screenshots

Screenshot of ShoreTel ConnectScreenshot of Mobile AndroidScreenshot of Mobile iosScreenshot of Teamwork Android