TrustRadius Insights for MiCloud Connect are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Business Problems Solved
MiCloud Connect has proven to be a versatile tool for various organizations, addressing a range of communication challenges. Users have leveraged the software's feature set and add-ons to effectively manage call logs and activity, streamlining telephony functions and enabling users to become more independent of IT support. The intuitive GUI-based setup offers multiple options for call routing, forwarding, automatic transfer, and voicemail management. The ease and intuitiveness of transferring calls and taking messages with MiCloud Connect have saved users valuable time.
Furthermore, MiCloud Connect's one-click dialing of colleagues promotes efficient communication within organizations. The software enables true four-digit dialing across WAN, resulting in significant cost reduction for medium-sized offices. In addition to voice calls, MiCloud Connect also offers conferencing, fax to email capabilities, and chat messaging for quick responses within the organization, enhancing collaboration and productivity. The centralized platform enables seamless work in and out of the office, making it easy to manage multiple office locations with one interface. With its user-friendly features and ability to integrate multiple systems, MiCloud Connect proves to be a valuable solution for organizations looking for cost-effective voice communications and unified collaboration tools.
Used it in our PoC/Dev environment for analysis to tackle a business requirement to take our call-center phone systems to the cloud for cost-effectiveness.
Pros
Contact center capabilities.
IP PBX phone services.
Softphone.
Cons
Microsoft Teams integrations.
Jira Integrations.
Salesforce integrations.
Likelihood to Recommend
It is suited well for a contact-center environment to tackle customer calls at large volume. It is not suited for small-size business environments or residences.
Our institution uses Mitel to manage VoIP calls, handle advanced call routing, streamline common telephony functions, and enable users to become more independent of IT support. Users have many options for call routing, forwarding, automatic transfer, and management of voicemail within the Mitel shell that works in a familiar GUI-based setup. This has been a real boon in managing remote and back workflows.
Pros
Automatically route calls according to user specifications
Log and route voicemail
Integrate with Office calendars and scheduled events
Maintain contact lists
Cons
Some of the voicemail tracking features are dependent on user actions elsewhere, so deleting a voicemail from email or phone will remove the voicemail from Mitel.
Password saving and autologin are not consistent. Changing a password stored in Mitel to facilitate auto login can be labor intensive and frustrating.
Mitel doesn't do a good job of stacking auto startuo functions. So if using a VPN to access a network, Mitle will force itself to the front of the line before the remote VPN login. This creates error messages which can be confusing to newer users.
Likelihood to Recommend
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.
Transferring calls and taking messages is a breeze. Simply making a few calls was all it took for me to develop a feel for the system, and switching between calls is really simple. As a matter of fact, I can't think of anything that I dislike about ShoreTel. It's a huge time-saver, especially during the busy days of the week. It's also convenient to be able to dial a coworker with a single click.
Pros
The administration interface makes it simple to control access and manage people.
The cloud-based service is simple to roll out to remote workers and brand-new workplaces.
The product has a simple and straightforward user interface.
Cons
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.
Likelihood to Recommend
If your company has relied only on an on-premises system in the past, Mitel is a fantastic alternative. Mitel provides an excellent hosted option for businesses looking for scalability as they expand as well as ease of deployment for use by branch offices and remote employees. However, I would recommend caution if the company plans to utilize Mitel as its only communications platform because its conferencing solutions are not ready for prime time.
We purchased Mitel MiCloud Connect intending to create a better unified communication plan. As a business, we continued to grow satellite offices, as well as number of employees who worked from home in various locations. We continued to find it challenging to deploy our previous phone system in remote locations (especially at work employees) without significant cost. As a whole, our intent was to allow us to have a phone system, but also a messaging platform, and conferencing solution, that would be elastic and grow with our business growth.
Pros
The admin portal is easy to use and manage users.
Deployment of new users is easy.
The cloud solution makes it easy to deploy in new offices or for at-home employees.
The user interface of the product is intuitive and easy to use.
Cons
The mobile app continually has issues operating as it is supposed to.
There is no "native" video conferencing solution.
The web conferencing solution has lag issues occasionally. It doesn't seem to be as stable as other solutions.
For whatever reason, the softphone on desktop struggles when using headsets instead of the computer's natively built in mic and speakers.
Likelihood to Recommend
Mitel is a great option for businesses that have traditionally been using an on-prem only solution. If a business is trying to go to a hosted solution that is flexible with growth and easy to deploy with satellite offices and remote workers, Mitel has a great solution. However, if the business is intending to use Mitel for their full communications platform, I would exercise a level of caution as its conferencing solutions are not prime time solutions.
<div>MiCloud Connect is used with our Mitel (formerly Shoretel) hosted voice system. We use it to supplement our physical phones. It is used to edit and set statuses (away, vacation, meeting), record greetings, and as a softphone. It also is used to manage voicemails in Outlook.</div><div>
</div><div>Edit/Set Status/Record Greeting: The setting of status works well and generally easily once the users remember to use the app. The editing is very powerful, and while presented fine, that sheer complexity available baffles many users. In particular, it's edited under Settings, Call Routing. This isn't where most users are expected to find status/record greetings.</div><div>
</div><div>Softphone: This works very well and easily. We use this a lot for when a user has a work at home day, particularly if they have to call internationally. The only issue we've had here is when people forget to switch back off, and wonder why their desk phone is lit up orange and not taking calls.</div><div>
</div><div>Outlook Integration: This mostly just causes confusion, and we often disable it. We usually have to disable the synching contacts, and even the add-in that puts emails in Outlook often gets disabled because 1) it often defaults to playing the attached voicemails to the desk phone, which means users are usually left thinking it doesn't work because they are using Outlook to listen to voicemails because they are not at their desk and they have no idea the desk phone is playing their voicemail attachment 2) it doesn't send the voicemails to their email so that their cell phone/other devices get it. So we had to enable that (vm to email) separately, and the outlook add-in just makes it redundant. Literally two copies of VM in Outlook, one able to be seen on all devices, but it's status (read/unread/deleted) doesn't sync back to the phone system and another copy from the add-in that can only be seen on the outlook PC but its status does sync back.</div><div>
</div><div>So the softphone works great, the changing status works great. The editing is a bit complicated and hard for users to find. The Outlook add-in is usually removed as it's worthless to us.</div><div>
</div><div>We do not use it for instant messaging, video, or events, though it has those capabilities.</div>
Pros
The softphone is easy to use and works well
Changing availability status is easy
It pushes updates automatically and usually without issue
Cons
Editing voicemail status is hidden in call routing and is overly complicated for most of our users' needs
Outlook add-in is more of a burden than a help
The mobile app version doesn't get hunt group calls
Likelihood to Recommend
Well suited:
For replacing a deskphone with a softphone.
Enabling users to fix their holiday status after they left the office as they usually do..
We currently use MiCloud Connect to handle the call and email volume at our company. It is through this program that we get our calls for customer service, retention, and sales. We also use it on our email team and with our ticketing system so that our email agents can respond to customer inquiries quicker.
Pros
Without MiCloud, we would not have a proper system for handling the many customer calls that we get every hour. It is a great management system for that purpose.
It is very easy to use. Simple navigation with easy to use features and not too much guesswork.
Great handling for email distribution.
Cons
Minor glitches from time to time. For instance, it does not always open automatically when I start my computer.
Maybe some improvement with menu and information location. Fewer clicks to get to call history, for example.
Likelihood to Recommend
I believe it is handy for many applications, whether for a lone user or for a company with many employees. It is great in a call center environment as it is ideal for handling incoming calls and emails and distributing them as needed. Also, a great program for tracking missed calls, call durations, scheduling, etc.
We have been using MiCloud Connect across the whole organization, spanning multiple sites. We use it as a phone system and unified communications. We use work groups for several teams and a good portion of our staff uses the connect desktop software.
Pros
Phone system.
Call handling.
Instant message/conferencing.
Cons
Would like a traditional call forward option.
Greater analog ports on-premise gear.
Likelihood to Recommend
Great for small to medium-sized business, scales well. Fine for larger organizations too but may want the enterprise contact center.
VU
Verified User
Manager in Information Technology (1001-5000 employees)
I wish all medium-sized offices utilized ShoreTel. Making transfers and answering calls is just so simple and easy. I only really needed to make one or two calls in order to get the hang of the system and it's also a breeze to move on from one call to the next. There's really not much I dislike about ShoreTel, to be honest. It makes my job (and life) just a lot easier especially during busier parts of the week. I also really appreciate having the ability to one-click a colleague in order to connect with them over the phone.
Pros
Its ability to connect to other members in the office is seamless.
Making interoffice and out-of-office transfers is very simple.
Logging in and out for breaks (lunch, personal, and otherwise), is really just two button clicks.
Cons
I wish it were easier to pull-up past calls in order to discern details shared in a conversation.
Accessing voicemail from the ShoreTel communicator isn't exactly as clear as making calls and transfers.
The labels in call history are a little bit confusing sometimes.
Likelihood to Recommend
Medium to large-sized offices are what really benefit from this software. Small offices with less than 20 staff members don't really need to utilize this, I don't think. Offices that have a larger surface area or multiple locations also benefit from this, so again, smaller places I doubt would really reap the benefits of this.
It is being utilized across the whole organization. The system makes it easy to be contacted and opens up voicemail access with the ability to "sign in" to your phone from any Shoretel handset in our organization. The paging system works better (and is cheaper than the installation of) on ceiling speaker systems by utilizing the phones. Instant Message feature is useful for interoffice communications and takes a load off of the e-mail server as well.
Pros
Instant Messaging system built into the ShoreTel Communicator that installs on the desktop, allows you to see call history, dial out, listen to voicemails, send IMs - all without added stress on Exchange Server.
The handsets are intuitive for use, with plenty of programmable features.
Server set up is simple, intuitive and easy to maintain over time.
Cons
Over 6 years we had two issues that were resolved through ShoreTel's adding ability, the company is highly responsive to suggestions and critiques. At this time there are noticeable shortfalls in the tech or the software.
Likelihood to Recommend
I have seen this system in very small businesses (<10 personnel) and in ours which is roughly 150 employees, and I have heard from colleagues about much larger enterprises that utilize the same software and hardware with no issues or regrets.
Shoretel is implemented as our phone and uc system.
Pros
Easy to configure
Easy to maintain
Easy for End Users
Cons
Integration into other apps, CRM, etc
Likelihood to Recommend
Well suited for most organizations with over 20+ users. We do not have any remote users yet, but this solution would work well for remote/road warrior employees.
