What users are saying about
115 Ratings
23 Ratings
115 Ratings
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Score 7.5 out of 100
23 Ratings
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Score 7.6 out of 100

Feature Set Ratings

    Cloud PBX

    8.2

    MiCloud Connect

    82%

    ServiceTitan

    Feature Set Not Supported
    N/A
    MiCloud Connect ranks higher in 5/5 features

    Hosted PBX

    7.5
    75%
    15 Ratings
    N/A
    0 Ratings

    Multi-level Interactive Voice Response (IVR)

    8.3
    83%
    15 Ratings
    N/A
    0 Ratings

    User templates

    8.0
    80%
    16 Ratings
    N/A
    0 Ratings

    Call reports

    8.6
    86%
    21 Ratings
    N/A
    0 Ratings

    Directory of employee names

    8.3
    83%
    27 Ratings
    N/A
    0 Ratings

    Call Management

    8.6

    MiCloud Connect

    86%

    ServiceTitan

    Feature Set Not Supported
    N/A
    MiCloud Connect ranks higher in 5/5 features

    Answering rules

    9.0
    90%
    24 Ratings
    N/A
    0 Ratings

    Call recording

    8.4
    84%
    23 Ratings
    N/A
    0 Ratings

    Call park

    8.7
    87%
    26 Ratings
    N/A
    0 Ratings

    Call screening

    8.6
    86%
    22 Ratings
    N/A
    0 Ratings

    Message alerts

    8.3
    83%
    23 Ratings
    N/A
    0 Ratings

    VoIP system collaboration

    7.6

    MiCloud Connect

    76%

    ServiceTitan

    Feature Set Not Supported
    N/A
    MiCloud Connect ranks higher in 4/4 features

    Video conferencing

    7.9
    79%
    8 Ratings
    N/A
    0 Ratings

    Audio conferencing

    9.0
    90%
    23 Ratings
    N/A
    0 Ratings

    Video screen sharing

    7.0
    70%
    4 Ratings
    N/A
    0 Ratings

    Instant messaging

    6.7
    67%
    5 Ratings
    N/A
    0 Ratings

    Mobile apps

    6.2

    MiCloud Connect

    62%

    ServiceTitan

    Feature Set Not Supported
    N/A
    MiCloud Connect ranks higher in 2/2 features

    Mobile app for iOS

    7.9
    79%
    14 Ratings
    N/A
    0 Ratings

    Mobile app for Android

    4.5
    45%
    12 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • MiCloud Connect is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    7.5

    MiCloud Connect

    75%
    63 Ratings
    6.8

    ServiceTitan

    68%
    11 Ratings

    Likelihood to Renew

    8.6

    MiCloud Connect

    86%
    42 Ratings

    ServiceTitan

    N/A
    0 Ratings

    Usability

    8.0

    MiCloud Connect

    80%
    21 Ratings

    ServiceTitan

    N/A
    0 Ratings

    Availability

    10.0

    MiCloud Connect

    100%
    54 Ratings

    ServiceTitan

    N/A
    0 Ratings

    Performance

    5.1

    MiCloud Connect

    51%
    18 Ratings

    ServiceTitan

    N/A
    0 Ratings

    Support Rating

    3.5

    MiCloud Connect

    35%
    32 Ratings

    ServiceTitan

    N/A
    0 Ratings

    In-Person Training

    6.0

    MiCloud Connect

    60%
    3 Ratings

    ServiceTitan

    N/A
    0 Ratings

    Online Training

    2.0

    MiCloud Connect

    20%
    12 Ratings

    ServiceTitan

    N/A
    0 Ratings

    Implementation Rating

    9.6

    MiCloud Connect

    96%
    61 Ratings

    ServiceTitan

    N/A
    0 Ratings

    Product Scalability

    7.6

    MiCloud Connect

    76%
    5 Ratings

    ServiceTitan

    N/A
    0 Ratings

    Likelihood to Recommend

    MiCloud Connect

    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.
    Paul White | TrustRadius Reviewer

    ServiceTitan

    LIES! LIES! LIES!!!!!!!!!!!!!!!!!!!!!!!!Service Titian caused us so much grief and our company thousand's of dollars. They promised us they work well with our Quickbooks program. LIES! The amount of hours we spent on the phone with them, they should be paying me! All the issues that came about, they didn't even know how to fix themselves. We had to wait days for them to come up with solutions and call us back. So many batch's we transferred over to Quickbooks the amounts were completely wrong, doubled our transactions, or put into the wrong place. As you can see with other reviews the managed tech's price is outrageous. As well as the time cards, we always had errors we had to fix with that as well. DO NOT USE SERVICE TITIAN, IT WILL MAKE YOUR JOB 1000X HARDER!!!!!!!!!!!!! WAY TOO COMPLICATED THEN IT NEEDS TO BE AND HALF THE EMPLOYEES DON'T KNOW HOW TO HELP YOU.
    Joyce Engelsen | TrustRadius Reviewer

    Pros

    MiCloud Connect

    • 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.
    Josh Novak | TrustRadius Reviewer

    ServiceTitan

    • Real-time tracking. The biggest problem in logistics in, my opinion, is knowing if your products are arriving on time or not especially as it pertains to food, that was huge here.
    • Most of our managers travel constantly from corporate to distribution because of how centralized the company is they needed something flexible that allowed them to run reports whenever and however.
    • Ease of use - I'll be honest in that our employees are not the cream of the crop as it pertains to their education, this software made the learning process simple.
    John Chavez | TrustRadius Reviewer

    Cons

    MiCloud Connect

    • 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.
    Sarah Jackson | TrustRadius Reviewer

    ServiceTitan

    • We'd like to be able to text estimates (currently, email is the only function)
    • We'd like to have audit trails on Customer and Location records (currently only at the job level)
    • We'd like to be able to email/text the customer multiple options within estimates, like the techs can do on their tablet, it's just not a function that can be presented by the office.
    Courtney Van Delden | TrustRadius Reviewer

    Pricing Details

    MiCloud Connect

    General

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

    Starting Price

    $2,099 per user/per month

    MiCloud Connect 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

    Starting Price

    $125 per technician/per month

    ServiceTitan Editions & Modules

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

    Likelihood to Renew

    MiCloud Connect

    MiCloud Connect 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

    MiCloud Connect 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

    MiCloud Connect 10.0
    Based on 54 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

    MiCloud Connect 5.1
    Based on 18 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

    MiCloud Connect 3.5
    Based on 32 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

    MiCloud Connect 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

    MiCloud Connect 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

    MiCloud Connect 9.6
    Based on 61 answers
    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
    Joe DiCristofano | TrustRadius Reviewer

    ServiceTitan

    No score
    No answers yet
    No answers on this topic

    Alternatives Considered

    MiCloud Connect

    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

    No comparisons. Everyone tries to emulate Service Titan. Service Titan has had the best support. Service Titan also seems like they have a better development team to build out their product and listen to client feedback. Where that's helpful is that they're constantly pushing the envelope of what's possible with enhancing client experience and streamlining operations for a business owner.
    Anonymous | TrustRadius Reviewer

    Scalability

    MiCloud Connect

    MiCloud Connect 7.6
    Based on 5 answers
    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
    Anonymous | TrustRadius Reviewer

    ServiceTitan

    No score
    No answers yet
    No answers on this topic

    Return on Investment

    MiCloud Connect

    • 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.
    Jason Payton | TrustRadius Reviewer

    ServiceTitan

    • We can more effectively retain customers and send them offers if it's been a while since their last visit.
    • Our cash flow has dramatically improved because now the technicians invoice everything.
    • We can get estimates out the door within the hour, not days later.
    Evan Rasmussen | TrustRadius Reviewer

    Screenshots

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