What users are saying about
104 Ratings
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Score 7.9 out of 101
12 Ratings
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Score 7.6 out of 101

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

Nextiva

I have not had the experience with other CCTV solutions to be able to adequately answer this question.
Ann Marie Greco profile photo

Feature Rating Comparison

Cloud PBX

MiCloud Connect (formerly ShoreTel)
8.7
Nextiva
9.1
Hosted PBX
MiCloud Connect (formerly ShoreTel)
9.0
Nextiva
10.0
Multi-level Interactive Voice Response (IVR)
MiCloud Connect (formerly ShoreTel)
8.3
Nextiva
9.5
User templates
MiCloud Connect (formerly ShoreTel)
8.6
Nextiva
7.0
Call reports
MiCloud Connect (formerly ShoreTel)
9.3
Nextiva
9.0
Directory of employee names
MiCloud Connect (formerly ShoreTel)
8.3
Nextiva
10.0

Call Management

MiCloud Connect (formerly ShoreTel)
8.7
Nextiva
9.4
Answering rules
MiCloud Connect (formerly ShoreTel)
9.1
Nextiva
9.5
Call recording
MiCloud Connect (formerly ShoreTel)
8.7
Nextiva
9.5
Call park
MiCloud Connect (formerly ShoreTel)
9.1
Nextiva
10.0
Call screening
MiCloud Connect (formerly ShoreTel)
8.8
Nextiva
10.0
Message alerts
MiCloud Connect (formerly ShoreTel)
7.9
Nextiva
8.0

VoIP system collaboration

MiCloud Connect (formerly ShoreTel)
8.9
Nextiva
9.5
Video conferencing
MiCloud Connect (formerly ShoreTel)
8.2
Nextiva
9.0
Audio conferencing
MiCloud Connect (formerly ShoreTel)
9.4
Nextiva
10.0
Video screen sharing
MiCloud Connect (formerly ShoreTel)
9.0
Nextiva
Instant messaging
MiCloud Connect (formerly ShoreTel)
9.0
Nextiva

Mobile apps

MiCloud Connect (formerly ShoreTel)
7.8
Nextiva
8.5
Mobile app for iOS
MiCloud Connect (formerly ShoreTel)
7.3
Nextiva
9.0
Mobile app for Android
MiCloud Connect (formerly ShoreTel)
8.3
Nextiva
8.0

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

Nextiva

  • Makes calls
  • App works
  • Caller ID
Hunter Clayton profile photo

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

Nextiva

  • Being a top VOIP provider with plenty of capabilities, it is difficult to show missing functionalities or fault. This, like a better call log with the customizable report, is desirable but is based on personal taste more than a lack of performance.
  • More packages including the conference bridge.
  • GUI could be customizable with corporate branding.
Jose Luis Reyes Graterol profile photo

Likelihood to Renew

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 8.5
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

Nextiva

Nextiva 8.0
Based on 2 answers
I no longer make this decision
No photo available

Usability

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 8.1
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

Nextiva

Nextiva 8.0
Based on 2 answers
It allows us to preform all the functions we need today and we will be gaining new functions once we upgrade.
Ann Marie Greco profile photo

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

Nextiva

Nextiva 9.0
Based on 1 answer
The system its self rarely gives me any downtime that is not planned. Now with old encoders in the mix those do occasionally fail and are replaced at failure.
Ann Marie Greco profile photo

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

Nextiva

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

Nextiva

Nextiva 10.0
Based on 2 answers
Support has been good so far. You can find information on the web fairly easily, but it could be better.
Hunter Clayton profile photo

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

Nextiva

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

Nextiva

Nextiva 9.0
Based on 1 answer
This was first rate as it allowed hands on training with multiple choice testing and certification upon successful completion.
Ann Marie Greco profile photo

Implementation

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 9.5
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

Nextiva

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

Nextiva

For my current company, Nextiva made the most cost/use sense. I have used Jive before and the cost is much higher for the basic services we are using. Nextiva's support is also, as I have been mentioning, top notch, efficient and helpful.
Heather Neisen 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

Nextiva

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

Nextiva

  • The unlimited calling and faxing, possibility to do audio or video calls, conference bridge and customizations makes this application an outstanding way to maintain fixed low calling costs.
  • Having everybody available at an internal call makes possible as many calls as necessary in order to finish the task.
  • Call logs add for better supervision when personnel is not in the same location.
Jose Luis Reyes Graterol profile photo

Screenshots

Pricing Details

MiCloud Connect (formerly ShoreTel)

General

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

Nextiva

General

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

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