111 Ratings
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Score 6.7 out of 100
12 Ratings
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Score 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 | TrustRadius Reviewer

ServiceTitan

ServiceTitan is excellent for a medium-sized to large-sized company, but I would not recommend it for organizations with smaller field staff and customer base. ServiceTitan has a lot of strengths and is getting better in the areas that they lack. I will say that their customer service and account managers are improving, but at the beginning of the year, it was impossible to get answers to questions. ServiceTitan can easily become the lifeline of your organization because of how powerful that is. I can say that that is such a disaster when the site goes down, which doesn't happen often but does happen. It brings the entire business to a grinding halt. Additionally, their phone software still has a lot of room for growth and is where I am least satisfied as we consistently have calls dropping.
Lauren Morgan | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

MiCloud Connect (formerly ShoreTel)
8.0
ServiceTitan
Hosted PBX
MiCloud Connect (formerly ShoreTel)
8.4
ServiceTitan
Multi-level Interactive Voice Response (IVR)
MiCloud Connect (formerly ShoreTel)
8.8
ServiceTitan
User templates
MiCloud Connect (formerly ShoreTel)
8.9
ServiceTitan
Call reports
MiCloud Connect (formerly ShoreTel)
7.6
ServiceTitan
Directory of employee names
MiCloud Connect (formerly ShoreTel)
6.5
ServiceTitan

Call Management

MiCloud Connect (formerly ShoreTel)
8.7
ServiceTitan
Answering rules
MiCloud Connect (formerly ShoreTel)
9.6
ServiceTitan
Call recording
MiCloud Connect (formerly ShoreTel)
9.7
ServiceTitan
Call park
MiCloud Connect (formerly ShoreTel)
9.4
ServiceTitan
Call screening
MiCloud Connect (formerly ShoreTel)
6.9
ServiceTitan
Message alerts
MiCloud Connect (formerly ShoreTel)
7.7
ServiceTitan

VoIP system collaboration

MiCloud Connect (formerly ShoreTel)
6.7
ServiceTitan
Video conferencing
MiCloud Connect (formerly ShoreTel)
3.1
ServiceTitan
Audio conferencing
MiCloud Connect (formerly ShoreTel)
8.6
ServiceTitan
Video screen sharing
MiCloud Connect (formerly ShoreTel)
6.0
ServiceTitan
Instant messaging
MiCloud Connect (formerly ShoreTel)
9.0
ServiceTitan

Mobile apps

MiCloud Connect (formerly ShoreTel)
5.4
ServiceTitan
Mobile app for iOS
MiCloud Connect (formerly ShoreTel)
5.5
ServiceTitan
Mobile app for Android
MiCloud Connect (formerly ShoreTel)
5.3
ServiceTitan

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 | TrustRadius Reviewer

ServiceTitan

  • Manage upcoming appointments for memberships.
  • Track technician's sales and performance.
  • Good client database.
  • Campaign tracking and call recording tied to customers file.
  • Job history.
  • Equipment history.
  • Paperless invoices.
  • Integrations and API with other products.
  • Track technicians with GPS.
Cherie Hudson | TrustRadius Reviewer

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 | TrustRadius Reviewer

ServiceTitan

  • I only have one piece of advice per our managers. One of their biggest frustrations when it comes to logistics software is that it doesn't always speak well with other systems be it with an HRIS system or an LMS. As a training manager, I consider the LMS component huge. So really what we think would be an improvement would be an open source ideology that allows your platform to integrate with others easily.
John Chavez | TrustRadius Reviewer

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 | TrustRadius Reviewer

ServiceTitan

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 | TrustRadius Reviewer

ServiceTitan

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 29 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

ServiceTitan

No score
No answers yet
No answers on this topic

Performance

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 5.2
Based on 10 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

ServiceTitan

No score
No answers yet
No answers on this topic

Support Rating

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 4.5
Based on 18 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

ServiceTitan

No score
No answers yet
No answers on this topic

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.
Anonymous | TrustRadius Reviewer

ServiceTitan

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 | TrustRadius Reviewer

ServiceTitan

No score
No answers yet
No answers on this topic

Implementation Rating

MiCloud Connect (formerly ShoreTel)

MiCloud Connect (formerly ShoreTel) 9.6
Based on 33 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

ServiceTitan

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 | TrustRadius Reviewer

ServiceTitan

We used ESC for over 20 years. When they released FieldEdge, we gave it a try, but it fell short from our expectations. The software had a slow loading time and was not reliable. They were features in FieldEdge that I wish ServiceTitan had for sure, but the overall reliability of ServiceTitan overshadowed.
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

ServiceTitan

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 | TrustRadius Reviewer

ServiceTitan

  • Significant increase in customers remembering their appointments thanks to our automated job notifications!
  • Tracking a job from the booking to dispatch to completion has never been easier for our team.
Madeline Simpson | TrustRadius Reviewer

Screenshots

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

Edition
Essentials20.991
Premier26.591
Elite38.491
  1. per user/per month
Additional Pricing Details

ServiceTitan

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Required

ServiceTitan Editions & Modules

Edition
ServiceTitan$3981
ServiceTitan$1252
  1. per month
  2. per technician/per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

MiCloud Connect (formerly ShoreTel)
7.8
ServiceTitan
8.3

Likelihood to Renew

MiCloud Connect (formerly ShoreTel)
8.6
ServiceTitan

Usability

MiCloud Connect (formerly ShoreTel)
8.0
ServiceTitan

Reliability and Availability

MiCloud Connect (formerly ShoreTel)
10.0
ServiceTitan

Performance

MiCloud Connect (formerly ShoreTel)
5.2
ServiceTitan

Support Rating

MiCloud Connect (formerly ShoreTel)
4.5
ServiceTitan

In-Person Training

MiCloud Connect (formerly ShoreTel)
6.0
ServiceTitan

Online Training

MiCloud Connect (formerly ShoreTel)
2.0
ServiceTitan

Implementation Rating

MiCloud Connect (formerly ShoreTel)
9.6
ServiceTitan

Scalability

MiCloud Connect (formerly ShoreTel)
7.6
ServiceTitan

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