ServiceMax vs. MiCloud Connect / ShoreTel (discontinued)

Small deployments, where you have some specific need for ServiceMax and absolutely need offline capabilities, and are willing to deal with the problems. Otherwise, you may be better off looking at the built-in Work Orders and field service module that Salesforce is now providing. Their app is direct competition for ServiceMax and integrates much better with cases and knowledge articles.

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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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• As it's built on Salesforce, the reporting tools are fairly robust
• The service flow managers can be setup to easily lead technicians to entering data in the right place

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• 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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• Dispatch console seems slow and the data is more of a pull than a push into the database.
• It seems to be a Ferrari and takes a lot of labor hours to configure.
• Still does not integrate with Apple's products very well.

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• 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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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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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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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.

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.

Engaged account management. Support is based worldwide but handoffs have not been too painful.

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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.

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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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.

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

ServiceMax has an offline capability, and also integrates with our Salesforce side of business. At the time, Salesforce did not have a field service application so we could not consider it, but if we could now, we would probably go with that instead. ServiceMax is also expensive. But at the time, ServiceMax was the only offering out there that integrated with Salesforce, had mobile offline capability, and could operate at the scale we needed.

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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.

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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• ROI for ServiceMax is mostly dependent on how in depth the organization wants the software. Our ROI is expected within the second year of operation due to the complexity of integration and the initial training requirements for in-house programmers.
• Inventory control ROI is expected within year three or four due to the number of technicians and creating the foundation of information to import into ServiceMax. Expectations are the front end programming will be complete and our programmers will be better acquainted with the modules and architecture to make the inventory integration smoother than the initial integration.
• Our organization has been working with ServiceMax for ten months and beginning to incorporate the financials to the work orders. This process has not been as seamless as once projected and the root causes are under investigation. It appears the original fields available to track time between employees were not in depth nor segregated sufficiently for granularity.

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• 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.