Lifesize CxEngage vs. MiCloud Connect

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Lifesize CxEngage
Score 7.8 out of 10
N/A
CxEngage is a cloud contact center solution designed to meet users' needs and work in their environment. Unlike monolithic architectures and on-premises solutions, CxEngage is a ‘born-in-the-cloud’ platform to deliver unified visibility across voice, video, and digital channels. CxEngage is designed to just work anywhere, and to be implemented in a few days or weeks.
$85
per month per user
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
Lifesize CxEngageMiCloud Connect
Editions & Modules
No answers on this topic
Essentials
$20.99
per user/per month
Premier
$26.59
per user/per month
Elite
$38.49
per user/per month
Offerings
Pricing Offerings
Lifesize CxEngageMiCloud Connect
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Community Pulse
Lifesize CxEngageMiCloud Connect
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
Lifesize CxEngageMiCloud Connect
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Lifesize CxEngage
6.9
2 Ratings
19% below category average
MiCloud Connect
-
Ratings
Agent dashboard7.31 Ratings00 Ratings
Outbound response7.31 Ratings00 Ratings
Call forwarding6.41 Ratings00 Ratings
Interactive voice response7.31 Ratings00 Ratings
REST APIs6.41 Ratings00 Ratings
Call tracking7.72 Ratings00 Ratings
Multichannel integration6.42 Ratings00 Ratings
CRM software integration6.41 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Lifesize CxEngage
7.0
2 Ratings
16% below category average
MiCloud Connect
-
Ratings
Inbound call routing7.32 Ratings00 Ratings
Recording8.62 Ratings00 Ratings
Call analytics6.82 Ratings00 Ratings
Historical reporting5.92 Ratings00 Ratings
Live reporting6.42 Ratings00 Ratings
Customer interaction analytics7.31 Ratings00 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Lifesize CxEngage
-
Ratings
MiCloud Connect
8.2
27 Ratings
3% 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
Lifesize CxEngage
-
Ratings
MiCloud Connect
8.6
28 Ratings
3% 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
Lifesize CxEngage
-
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
Lifesize CxEngage
-
Ratings
MiCloud Connect
6.2
15 Ratings
26% below category average
Mobile app for iOS00 Ratings8.014 Ratings
Mobile app for Android00 Ratings4.512 Ratings
Best Alternatives
Lifesize CxEngageMiCloud Connect
Small Businesses
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.8 out of 10
CloudTalk
CloudTalk
Score 9.0 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.8 out of 10
CloudTalk
CloudTalk
Score 9.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.1 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
Lifesize CxEngageMiCloud Connect
Likelihood to Recommend
7.7
(2 ratings)
8.3
(63 ratings)
Likelihood to Renew
-
(0 ratings)
8.6
(42 ratings)
Usability
-
(0 ratings)
8.0
(21 ratings)
Availability
-
(0 ratings)
10.0
(27 ratings)
Performance
-
(0 ratings)
5.1
(9 ratings)
Support Rating
-
(0 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
(2 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
Lifesize CxEngageMiCloud Connect
Likelihood to Recommend
Lifesize
CxEngage can handle some more complex flow options that other vendors don't seem to be able to do. The integration for voice calls with Salesforce is a huge plus. The integration of email support with Salesforce is a BIG miss. After fighting with it for a year, we finally just turned it off and use Salesforce Omnichannel for email support. Chat using Salesforce Live Agent worked fine enough.
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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
Lifesize
  • Great flexibility working with flow creation and editing
  • Great support staff
  • Good overall package for workforce management and quality monitoring
  • Integrates well with our tools.
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.
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Cons
Lifesize
  • Stronger support and more reliable system for users not on a commercial network
  • Consumer friendly and intuitive reporting and dashboard tools. build canned reports
  • Reporting: Ability to get a combined SVL for all queues included on a report (now we manually calculate after exporting the report into excel). Same for all major data points (ASA, AHT, etc.)
  • Ability to include abandoned calls and an abandonment percentage which excludes short abandons on the Queue summary report. Now the report just shows total abandons and abandonment percentage so if we want to exclude short abandons we have to pull a separate report to find out how many calls abandoned in less than 10 seconds then calculate the "true abandoned number" (calls abandoned minus short abandons)
  • Ability to change what is considered a "short abandon" and then report on it. Right now the only option is the built in tracking of calls that abandoned in equal to or less than 10 seconds.
  • Ability to "save" an agents "default" skill profile so that any changes we make can be returned to "BAU" with a click of a button
  • quicker data/historical report retrieval
  • way to separate what we have listed as a queue name for reporting vs. what is used for the queue name in the "whisper" (the issue we had with WT queue naming conventions because we had to have the whisper be super precise)
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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
Lifesize
No answers on this topic
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
Lifesize
No answers on this topic
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
Lifesize
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
Lifesize
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.
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Support Rating
Lifesize
No answers on this topic
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
Lifesize
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
Lifesize
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
Lifesize
We implemented in 2018 and were only given 8 weeks to do it...as per the direction of our parent company at the time. Serenova at the time responded well and we were able to go Live within 8-weeks...albeit the product overall was a big change and had gaps in features over our previous contact management solution.
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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
Lifesize
It's been too many years...I don't remember. Except in 2021 we looked briefly at Amazon and Salesforce call center offerings. Both were too basic at the time that even if we got a great deal on licensing (we are a Salesforce house for other things), we couldn't easily (or at all) do things like Callbacks and some of the more robust flow buildouts that we have in place today with Lifesize.
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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
Lifesize
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
Lifesize
  • lower operational costs
  • improved agent productivity
  • improved flexibility in design and admin work
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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

Lifesize CxEngage Screenshots

Screenshot of Agent Interface - SFDC Integrated AgentScreenshot of Agent Interface - Skylight Desktop Chat InteractionScreenshot of Agent Interface - Skylight Mockup 1Screenshot of Agent Interface - Skylight Mockup 2Screenshot of Chat - Mockup 1Screenshot of Chat - Mockup 2

MiCloud Connect Screenshots

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