105 Ratings
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Score 7.6 out of 100
27 Ratings
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Score 6.8 out of 100

Likelihood to Recommend

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 profile photo

Mitel MiCollab

Excellent for the receptionist - allows easy transfer and viewing of incoming calls. The chat feature is helpful as well. Transfer and conference options are easy to use click option. Good for sales as well - easy to sync phone and smartphone so they are never out of reach. Also good for checking message and calls that may have been missed
Nathan Venno profile photo

Feature Rating Comparison

Cloud PBX

MiCloud Connect (formerly ShoreTel)
8.7
Mitel MiCollab
Hosted PBX
MiCloud Connect (formerly ShoreTel)
9.0
Mitel MiCollab
Multi-level Interactive Voice Response (IVR)
MiCloud Connect (formerly ShoreTel)
8.2
Mitel MiCollab
User templates
MiCloud Connect (formerly ShoreTel)
8.6
Mitel MiCollab
Call reports
MiCloud Connect (formerly ShoreTel)
9.3
Mitel MiCollab
Directory of employee names
MiCloud Connect (formerly ShoreTel)
8.2
Mitel MiCollab

Call Management

MiCloud Connect (formerly ShoreTel)
8.7
Mitel MiCollab
Answering rules
MiCloud Connect (formerly ShoreTel)
9.0
Mitel MiCollab
Call recording
MiCloud Connect (formerly ShoreTel)
8.7
Mitel MiCollab
Call park
MiCloud Connect (formerly ShoreTel)
9.0
Mitel MiCollab
Call screening
MiCloud Connect (formerly ShoreTel)
8.8
Mitel MiCollab
Message alerts
MiCloud Connect (formerly ShoreTel)
7.8
Mitel MiCollab

VoIP system collaboration

MiCloud Connect (formerly ShoreTel)
8.9
Mitel MiCollab
Video conferencing
MiCloud Connect (formerly ShoreTel)
8.2
Mitel MiCollab
Audio conferencing
MiCloud Connect (formerly ShoreTel)
9.5
Mitel MiCollab
Video screen sharing
MiCloud Connect (formerly ShoreTel)
9.0
Mitel MiCollab
Instant messaging
MiCloud Connect (formerly ShoreTel)
9.0
Mitel MiCollab

Mobile apps

MiCloud Connect (formerly ShoreTel)
7.8
Mitel MiCollab
Mobile app for iOS
MiCloud Connect (formerly ShoreTel)
7.4
Mitel MiCollab
Mobile app for Android
MiCloud Connect (formerly ShoreTel)
8.3
Mitel MiCollab

Project Management

MiCloud Connect (formerly ShoreTel)
Mitel MiCollab
7.6
Task Management
MiCloud Connect (formerly ShoreTel)
Mitel MiCollab
6.4
Gantt Charts
MiCloud Connect (formerly ShoreTel)
Mitel MiCollab
8.0
Scheduling
MiCloud Connect (formerly ShoreTel)
Mitel MiCollab
6.6
Workflow Automation
MiCloud Connect (formerly ShoreTel)
Mitel MiCollab
9.0
Mobile Access
MiCloud Connect (formerly ShoreTel)
Mitel MiCollab
7.2
Search
MiCloud Connect (formerly ShoreTel)
Mitel MiCollab
8.9
Visual planning tools
MiCloud Connect (formerly ShoreTel)
Mitel MiCollab
6.9

Communication

MiCloud Connect (formerly ShoreTel)
Mitel MiCollab
6.6
Chat
MiCloud Connect (formerly ShoreTel)
Mitel MiCollab
8.0
Notifications
MiCloud Connect (formerly ShoreTel)
Mitel MiCollab
8.6
Discussions
MiCloud Connect (formerly ShoreTel)
Mitel MiCollab
7.2
Surveys
MiCloud Connect (formerly ShoreTel)
Mitel MiCollab
10.0
Internal knowledgebase
MiCloud Connect (formerly ShoreTel)
Mitel MiCollab
6.7
Integrates with GoToMeeting
MiCloud Connect (formerly ShoreTel)
Mitel MiCollab
1.0
Integrates with Gmail and Google Hangouts
MiCloud Connect (formerly ShoreTel)
Mitel MiCollab
4.0
Integrates with Outlook
MiCloud Connect (formerly ShoreTel)
Mitel MiCollab
7.3

File Sharing & Management

MiCloud Connect (formerly ShoreTel)
Mitel MiCollab
6.9
Video files
MiCloud Connect (formerly ShoreTel)
Mitel MiCollab
7.5
Audio files
MiCloud Connect (formerly ShoreTel)
Mitel MiCollab
7.1
Document collaboration
MiCloud Connect (formerly ShoreTel)
Mitel MiCollab
6.4
Access control
MiCloud Connect (formerly ShoreTel)
Mitel MiCollab
7.2
Advanced security features
MiCloud Connect (formerly ShoreTel)
Mitel MiCollab
7.3
Integrates with Google Drive
MiCloud Connect (formerly ShoreTel)
Mitel MiCollab
8.0
Device sync
MiCloud Connect (formerly ShoreTel)
Mitel MiCollab
4.8

Pros

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 profile photo

Mitel MiCollab

  • For a user, once you get everything set up, attendance is pretty seamless.
  • This provides easy access for meetings that involve only a call.
  • We use it also to share screens and information and it works well for this.
No photo available

Cons

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 profile photo

Mitel MiCollab

  • SIP registration can be difficult at times and tricky during the first time setup. I would recommend taking the MiCollab class offered through Mitel as well as having experience with SIP and Wireshark.
  • If you need to have a clustered MiCollab setup for SIP (one MiCollab server on LAN, the other on DMZ), this can add to the cost. It would be nice if they offered an all-in-one solution with a single MiCollab server.
Steve Davis profile photo

Likelihood to Renew

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 profile photo

Mitel MiCollab

No score
No answers yet
No answers on this topic

Usability

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 profile photo

Mitel MiCollab

No score
No answers yet
No answers on this topic

Reliability and Availability

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.
No photo available

Mitel MiCollab

No score
No answers yet
No answers on this topic

Performance

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 profile photo

Mitel MiCollab

No score
No answers yet
No answers on this topic

Support

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 3.5
Based on 16 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 profile photo

Mitel MiCollab

Mitel MiCollab 7.8
Based on 2 answers
Mitel support is good but I have not really dealt with them directly. We go through our phone provider for support who requests from Mitel.
No photo available

In-Person Training

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.
Bryant Bloedorn profile photo

Mitel MiCollab

No score
No answers yet
No answers on this topic

Online Training

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 profile photo

Mitel MiCollab

No score
No answers yet
No answers on this topic

Implementation

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 9.6
Based on 30 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.
No photo available

Mitel MiCollab

No score
No answers yet
No answers on this topic

Alternatives Considered

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 profile photo

Mitel MiCollab

8x8 is a great solution, we have just been on the MiTel MiCollab and Mitel softwares for many years. Prior to joining this company I was responsible for the communications system. 8x8 at the time was the best choice, however, I would now pick MiTel and the MiCollab softwares over 8x8. While 8x8 offers fairly simple set up and integrated SMS & Faxing all in one platform, it does not allow the amount of custom programming etc. that MiTel does
Erik Jensen profile photo

Scalability

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 profile photo

Mitel MiCollab

No score
No answers yet
No answers on this topic

Return on Investment

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 profile photo

Mitel MiCollab

  • We have only had this for our organization for just a few months but hopefully it will help with our communication as a whole.
  • We are hoping it will help with scheduling conflicts being as we can share our calendars within the organization as a whole.
  • Will save time on trying to contact people since we can see who is in office and out of office!
Heather Keene profile photo

Screenshots

Mitel MiCollab

Pricing Details

MiCloud Connect (formerly ShoreTel)

General

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

Mitel MiCollab

General

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

Rating Summary

Likelihood to Recommend

MiCloud Connect (formerly ShoreTel)
9.3
Mitel MiCollab
7.5

Likelihood to Renew

MiCloud Connect (formerly ShoreTel)
8.6
Mitel MiCollab

Usability

MiCloud Connect (formerly ShoreTel)
8.0
Mitel MiCollab

Reliability and Availability

MiCloud Connect (formerly ShoreTel)
10.0
Mitel MiCollab

Performance

MiCloud Connect (formerly ShoreTel)
5.1
Mitel MiCollab

Support

MiCloud Connect (formerly ShoreTel)
3.5
Mitel MiCollab
7.8

In-Person Training

MiCloud Connect (formerly ShoreTel)
6.0
Mitel MiCollab

Online Training

MiCloud Connect (formerly ShoreTel)
2.0
Mitel MiCollab

Implementation

MiCloud Connect (formerly ShoreTel)
9.6
Mitel MiCollab

Scalability

MiCloud Connect (formerly ShoreTel)
7.6
Mitel MiCollab

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