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MiCloud Connect has proven to be a versatile tool for various organizations, addressing a range of communication challenges. Users have …
Starting at $20.99 per user/per month
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What is MiCloud Connect?
MiCloud Connect is a business communications solution for contact centers that includes features like IP PBX telephony service, desk phones, softphone, and collaboration tools. It is integrable with other business communication technology, including Microsoft Outlook and CRM software.
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- Answering rules (24)9.090%
- Call park (26)8.686%
- Directory of employee names (27)8.383%
- Call recording (23)8.383%
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$20.99
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per user/per month
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$26.59
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$38.49
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per user/per month
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What is MiCloud Connect?
MiCloud Connect (formerly ShoreTel) is a business communications solution that combines a distributed communications platform, intuitive user applications, IP phones, and an easy-to-use management system that integrates with leading business information systems. Voice Switches are purpose-built appliances providing VoIP telephony with reliability and availability. The appliances help extend system capabilities and secure access for remote IP phones and SIP service providers.
ShoreTel was acquired by Mitel in 2017; according to Mitel, they will continue to offer and support ShoreTel products, now under the name MiCloud Connect.
ShoreTel was acquired by Mitel in 2017; according to Mitel, they will continue to offer and support ShoreTel products, now under the name MiCloud Connect.
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MiCloud Connect Technical Details
| Deployment Types | On-premise |
|---|---|
| Operating Systems | Windows, Mac |
| Mobile Application | No |
MiCloud Connect Downloadables
Frequently Asked Questions
MiCloud Connect is a business communications solution for contact centers that includes features like IP PBX telephony service, desk phones, softphone, and collaboration tools. It is integrable with other business communication technology, including Microsoft Outlook and CRM software.
Reviewers rate Answering rules and Audio conferencing highest, with a score of 9.
The most common users of MiCloud Connect are from Mid-sized Companies (51-1,000 employees).
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TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- 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.
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Reviews
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
ConvergeData is a Certified ShoreTel reseller in Florida and Texas that also uses ShoreTel for our internal phone system.
- Ease of deployment - we have installed 100-200 user deployments successfully in the course of a single weekend on numerous occasions.
- Ease of management - management of the system is intuitive and admin training usually takes less than 4 hours to learn the bulk of what you need to know.
- ROI - upfront system cost is almost always lower than Cisco, Avaya, Mitel. Over 5-7 years ShoreTel also provides a better ROI than hosted solutions as well.
- ShoreTel recently stopped offering their phones in silver which I believe was a mistake based on the demand in the market for phones in that color.
- There was talk of instant messaging being an included feature at some point, now it requires the purchase of the conference bridge and a Professional License which isn't usually a problem except for our small business customers who usually have budget constraints. 14.2 allows for the virtualization of the conference bridge so in a VM environment the cost of IM is now just the added Professional License.
- From a business perspective we spend very little time having to administer our system and our clients have had the same experience. This frees up time to focus on other business goals and objectives. Since most IT organizations are understaffed this is a tremendous benefit.
- From an end user perspective the phones and UC tools are easy to adopt and use and that is why companies that go with ShoreTel always get a greater ROI ( IMHO) - the investment is only worth it if the new technology is actually adopted at the user level.
- Avaya,Mitel,ESI,Cisco,RingCentral,8x8, 5 9's, InContact and NEC,Samsung,Toshiba,Iwatsu,3COM,Siemens
ShoreTel beats the competition in several areas - ROI, TCO, end user adoption rate, ease of administration, ease of deployment, system up time, ability to scale easily and sound quality of each and every call.
5
Inside sales, outside sales, marketing, support and administrative. Remote users connect using a VPN Concentrator so they can be part of the system and have an extension on their phone at home. We are implementing ECC (Contact Center and Mobility internally soon so we will report back once that is completed).
1
It takes very little time to support the system. We are constantly improving our skill set and adding new functionality to the system. Recent additions were the SA100 conference bridge and a VPN concentrator which were extremely easy to implement.We added SIP trunks from Etherspeak which provided a huge benefit of having DiD's from across the country in a single trunk group. We also increased our trunking from 3 analog to 15 SIP for the same monthly cost.
- Inside sales - integration with Salesforce.com CRM gives us the ability to click to dial out of Salesforce and increased the average number of calls made per day by 100%.
- Support - support calls will always find a support tech even when they are in the field.
- Outside sales - 5 call handling modes ensure that our salespeople never miss a call.
- Version 14.2 allows for native SIP so we easily added SIP trunks to our system which allowed us to use DiD's in other markets on the same trunk group (San Antonio and Orlando).
- We integrated our LifeSize Video Conferencing system with the ShoreTel system to increase use of video by our users.
- Contact Center for support. All calls, emails and chat will go into a queue so we can better support our customers and accurately keep track of requests.
No
I was in Telecom for over twenty years on the services side so I spent months researching the various phone systems out there before we chose to be a ShoreTel dealer.
- Price
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
- Analyst Reports
- Third-party Reviews
When we went into business we wanted to sell and support the best of breed products to our clients. After much research we decided that ShoreTel was what we considered best of breed for VoIP phone systems and that is the only system we offer.
We would not change anything since I am confident that our analysis was very thorough.
- Implemented in-house
Yes
1. Phone system 2. Salesforce integration 3. SA100 Conference Bridge 4. VPN concentrator 5. SIP trunk implementation 6. Mobility
Change management was minimal
- Before version 14 ShoreTel didn't give enough information on server set up.
- Salesforce integration took a while and we needed to open a ticket with salesforce customer support.
- SIP trunking was impossible using our first vendor Broadvox - we canned them and went with Etherspeak and SIP trunks were up working perfectly in 30 minutes.
- Online training
- In-person training
- Self-taught
The administrator course used to be 4 hours and instructor led only but is now offered as a self study course as well. We recommend that admins take the course since it is 4 hours max and gives most of the knowledge needed to do MACs.
Yes - we have customized the interface extensively
ShoreTel communicator can be customized by the user and by the admin. You can add extra toolbars with extra features for individuals or user groups.
Yes - we have added extensive custom code
ShoreTel is ODBC compliant and has open API's so it is relatively easy to integrate with.
No
We are a ShoreTel dealer so we support our own system - 100% of our clients are on Partner Support and we have a high success rate resolving the majority of our clients issues on the first call.
Yes
Yes there are occasional issues when going from one version to the next - 14.2 had a few issues and ShoreTel was quick to resolve them.
We had a client's old Intertel die on a Friday and ShoreTel made sure we had their system key on Monday morning so they would have no downtime ( we worked all weekend doing everything else that was needed!)
- Director - the administrative portal.
- The phones - excellent sound quality and easy to use.
- ShoreTel Communicator - the end users desk top call control
- If you are on a older version 11 or earlier and want to upgrade to the latest version 14 it can be cumbersome since Windows 2003 server is no longer supported.
Yes
Great but for now but it needs an additional appliance for Mobility.
- Salesforce
- Netsuite
- JD Edwards
- IBM mainframe integration
- Nortel
Salesforce - easy, only needs an additional one time license.
Netsuite - easy, only needs an additional one time license.
JD Edwards - 60 hours of professional services. ShoreTel has open API but was still time intensive and needed a client side and server side app to accomplish screen pop with JDE data.
IBM Mainframe - 200 hours of professional services. Screen scrape for a bank IVR.
Nortel - We front ended a Nortel system to support a gradual migration of users onto the new system while keeping everyone on teh same dial plan and voicemail.
- Netsuite
- GE Centricity
ShoreTel integrates out of the box (with the purchase of an additional license) with NetSuite so we will integrate it with NetSuite soon. We have numerous clients in healthcare that are looking to us to integrate their new ShoreTel systems with GE Centricity for screen pops.
- File import/export
- Single Signon
- API (e.g. SOAP or REST)
- Javascript widgets
Be clear with your vendor on what you want to accomplish ( screen pop from your ERP, screen scrape from an AS400 in an IVR,etc.) and also be clear about your environment ( VM, hyper V, terminal server).
We are very competitive and have had many other companies already using ShoreTel switch to ConvergeData because of our competitive rates on post sale support contracts and labor.
We have had many clients that originally bought their ShoreTel system from CDW, Black Box, AT&T, CenturyLink and Windstream move their support to ConvergeData after their initial purchase due to dissatisfaction with their initial installation, ongoing support and outstanding issues that were never resolved.
Yes
the first 15? releases of 14.2 were challenging to say the least. We avoided moving clients to 14.2 until late October 2014 when we felt that 14.2 was free of major issues or bugs that would impact our clients.
- The ability to virtualize hardware is the biggest benefit - the mobility router, N+1 redundant switch and Conference Bridge are the biggest areas you can save money by using a virtual appliance vs. buying the hardware.
- SIP trunks - we use Etherspeak with no Ingate SBC
- New 400 series phones
- More integration readily available for CRM's, ERP's and business tools.
- Hybrid cloud - the ability to have cloud users and premise users all connected in the same system.
No
You buy a user license and then can add functionality like tying in to Salesforce with an additional license.
Yes
This question is only relevant for Small Business Edition customers that grow past 100 users and need to upgrade to Enterprise. There is no change in the system just an upgrade cost and a new system key.
December 04, 2014
A Great Partner Relationship
Score 9 out of 10
Vetted Review
Verified User
- Our communication issues are solved with this software!
- Multi-company and many phone numbers in one place.
- Ability and viability to see who's on the phone/instant message, and the voice mail being emailed to us is a huge help for when we are out of the office and traveling.
- This system has helped us take our businesses to the next level.
- There is just confusion when we add/delete products and what the "implementation" costs are
- It would be nice if it was a one time thing and no more "hidden" surprise costs
- We have been able to track how many calls are coming into the offices, and being able to schedule around that - not have people sitting around "waiting" to answer the phone... this has saved us $10,000 in the first 6 months
- The communication between offices is priceless! We are more effective.
TDS Telecomm - ShoreTel Sky seemed more reliable and cheaper; definitely fit our budget well.
29
Every single employee in our office uses the software. The best part is when we picked up an acquisition in another area code/city. We were able to communicate quickly & efficiently with the communicator and also with the direct extensions. This was a life saver!
3
President, CFO, IT
- We have multiple companies within one building. We can now transfer calls between companies and actually call each other on each floor/office without dialing and getting charged for an outside call.
- It also handles the multiple companies in the call center. Our personnel can answer each of the 7 companies' calls, and answer them appropriately.
We were using AT&T, with no interaction software.
- Implemented in-house
- Online training
- Self-taught
I would not recommend trying to learn everything on your own. The basics need to be handled with quick training... then, once you get the basics, learn the rest on your own!
No
It is not necessary and not in our budget.
- Not at this time.
We were able to get Scribe (voicemail to email service) for free for a few months to try it out - I would definitely give this a shot! It is a great service. Also, try to get some implementation fees waived. Do not sign more than a one year contract.
September 07, 2013
ShoreTel Defines Ease of Use, Customer Service and Simplicity
Score 10 out of 10
Vetted Review
Verified User
- Excellent support
- Outstanding ease of use
- Low bandwidth requirements
- Reliable quality
- High quality hardware
- Not applicable
- We are saving over $900 a month now that we no longer need a T1 line or dedicated IT firm to handle our phone support
- We have been able to move to a 90% remote workforce and therefore downsize physical office space, this saves us about $4000 a month
25
ShoreTel is our primary system and is used by all levels of our staff from reception to executives.
2
Our CIO and Director of Operations are here to support the system if required, that being said neither has needed to provide support for the system due to the support provided with the ShoreTel service.
- ShoreTel is our primary phone and communications solution
- ShoreTel allows us to drastically cut our IT and network costs
- ShoreTel provides outstanding support for all employees and incredible ease of use. This reduces our requirement for training.
Talkswitch
Talkswitch, Cisco, Avaya, Microsoft
- Vendor implemented
- Implemented in-house
- Online training
- Self-taught
Due to the excellent support, extensive training materials (like PDF's and they own support wiki) you could very easily learn this system without ever attending an actual "training session". Most of our administrators have learned the system through just using the system.
We have multiple companies running under the same roof and we did some custom configuration of call groups and incoming lines to ensure we provided the best available service to our clients.
No
ShoreTel support is beyond amazing and included with our service.
- Salesforce
The ShoreTel system integrates fully with our Salesforce solution. It provides automatic call identification, notes the file when a call is made and allows our reception team to quickly identify the proper party before a call is even picked up.
- Not at this time
We pay monthly on a per profile basis. We also took advantage of the option to rent the hardware, versus buying.
September 07, 2013
Love the system, but not the reliability
Score 2 out of 10
Vetted Review
Verified User
- 4 digit dialing between offices.
- Easy to make adds/moves/changes
- Users can log into any phone at any office and turn it into their extension
- Quick response times from tech support
- Call Center is buggy. Sometimes users can't log into it.
- Shoretel has had multiple problems with outages
- Slow to respond to more serious problems
- More expensive than their competitors
- Slow to acknowledge problem areas
- Lower hardware costs, better customer service
95
Sales, Service, Administration, IT
2
IT
- Easier to manage
- Phones work anywhere they can plug into an internet router
- Ties our different locations and remote workers together via 4-digit dialing
Mitel
Star to Star, Mitel. I chose this system because of their reputation, level of service, and an excellent sales process.
- Vendor implemented
- Implemented in-house
- Online training
- Self-taught
Very easy to learn. No complaints here.
Setting up basic voicemail functions, passwords. Nothing big or demanding.
No
There is no premium support. Their tech support is usually quick to pick up and very responsive.
- I would like it to integrate with our ERP system, but they can't do that yet.
Yes. My vendor already integrates with the inhouse version.
Challenge their pricing as their competitors are cheaper. I was able to negotiate away the install costs. Shoretel picked up the tab on that saving me several thousand dollars.
September 07, 2013
A good choice
Score 8 out of 10
Vetted Review
Verified User
- It allows us to connect with our customers and vendors.
- It provides us with the means to handle more calls than we could before.
- We have been a little disappointed with the amount of service interruptions and the communications to us during those outages.
- Although this service costs us more per month than our PBX system did, we are actually handling more calls at a time that generate more sales per day. No quantifiable numbers.
36
Sales, Operations, Management
1
IT Support Techician
- It is used for daily telecommunications purposes
We did not have a previous software package, we switched from a legacy PBX system.
Smooth Stone was the only other VoIP provider we researched. We also looked at going with another PBX system. We chose ShoreTel Sky (M5) because of their pricing structure and services offered.
- Implemented in-house
- Online training
- Self-taught
Very straightforward. We were able to teach a completely new phone system to our employees quickly. I would recommend this approach to others.
Needed to set up two VLAN nodes, one for the phones and one for our normal network traffic.
No
- It has integrated with our computers to allow software control of the phones, i.e. dial from Outlook, etc.
Software installation, very easy to achieve.
- No
We did not try to negotiate too much, our main goal was to find a provider that could offer us what we needed without a lot of negotiation.