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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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$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 |
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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
September 17, 2019
ShoreTel Sky VoiP review and consideration
Score 8 out of 10
Vetted Review
Verified User
We were originally M5 users and then became ShoreTel Sky users after the acquisition. ShoreTel Sky is used as our Telco provider where we leverage VoIP with Cisco 7XXX series phones at two main locations and for remote users too. The feature set and add-ons they offer suit our company very well. Direct dial, In-use, park and transfer are only a few of the options we leverage. We also use other features to train (listen in) and manage call logs/activity for our users. With the capability of PoE we can also leverage data use from the handset too.
Aug 2019 Update: We are still leveraging our Cisco 79XX series phones and have the same great functionality with Mitel. The platform has been updated a bit but as Administrators we have the same controls we did before. We will begin to visit the new offerings that Mitel will push out but for now we remain stable. The options I mentioned above are all still in place and our Phone Assistant still remains strong. I along with a number of users have a Cisco device at home and at work. We all can log on both back and forth from the office and home with no issue.
Aug 2019 Update: We are still leveraging our Cisco 79XX series phones and have the same great functionality with Mitel. The platform has been updated a bit but as Administrators we have the same controls we did before. We will begin to visit the new offerings that Mitel will push out but for now we remain stable. The options I mentioned above are all still in place and our Phone Assistant still remains strong. I along with a number of users have a Cisco device at home and at work. We all can log on both back and forth from the office and home with no issue.
- 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.
- Issue with fail over. Determination has to be made to fail-over to DR site. This could take an additional 45 mins to 1 hr. when decision is made. You can be down for some time already before they flip.
- As of Aug 2019 we have had much less issues in connectivity and fail-over. The Mitel platform appears to be stable.
- Looking for better choices of handsets/easier programming for off-net phones. After comparing a number of vendors we've not been able to compare the specific feature sets that Mitel provides.
40%
4.0
58%
5.8
22.5%
2.3
100%
10.0
- We've definitely seen a business impact on our company in a positive manner. We've been able to provide the best possible service that suits our needs, while not being gouged by ISP's or Telco providers.
- We can better serve our customer service reps and tech support people by managing our own system, creating our own ring groups and control use.
We've recently did a full comparison of the top 6 to 8 VoIP companies including on-site testing as well. For the cost to switch over - losing the investment we have - we feel that ShoreTel can provide us the same, if not better, benefit that the other competition can,
100
Customer Service & Support; Tech Support; Accounting; Shipping & Receiving; Materials, purchasing and Engineering.
2
Need some advanced IT skills with exposure to telephone and data experience. Exposure to the interface and training takes some use to get accustomed to. You have to be able to relate the uses of the phone, ShoreTel Sky interface and add-on's to end users. Data experience comes in handy when setting up remote users contending with their Network setup.
- Ability to log into your phone from anywhere
- No PBX needed; analog eliminated
- Delivery of PoE (Power over Ethernet) saves data drops
- Call park and transfers
- ShoreTel Sky Phone Assistant is powerful for us to use as we're not ready for a true Call Manager yet
- Ability to see "in-use" on phones
- Capability to train staff by listening in
- Expansion into Call Manager as we grow
- Move toward soft phones on PC instead of handheld units
- Implemented in-house
Change management was minimal
Being a small, growing company, we had everyone on-board with the switch to ShoreTel. The features that we were gaining and dependability made it worth the move.
- Technical: making sure that out TFTP server setting were properly configured in the phones.
- Data and PC connectivity: The decision to make separate Ethernet runs for Voice to each station or pump both Voice and Data over the same line and use the 10/100 jack off the back of the phone.
- Phone compatibility: Since we own our phones, our upgrade options are limited. Be careful when making the decision of buying vs. leasing your handsets. You never know what the future holds in technical advances or in another provider/service.
I actually received great care and support when I needed to open a port on our PoE (Power over Ethernet) Switch to accommodate an analog line. The line was needed to support an analog phone line fax machine and for an emergency elevator phone. The technician that was assigned to my ticket worked with me on getting the analog line established and programming the device I needed to convert the signal. He was able to comb over every detail with me to get this up and running.
- Changing user credentials and phone settings/features
- Setting up new users from scratch
- Logon/logoff at any location
- The merge between the M5 system and ShoreTel Sky is complex
- Setting up Ring Groups properly
- Programming E911 locations are a challenge
September 12, 2019
A Shoretel Sky review from a company that recently deployed it.
Score 8 out of 10
Vetted Review
Verified User
- Four digit extension dialing between branches and being able to transfer calls between branches works great.
- Customer service is always very helpful with any problems.
- The Phone Assistant is very easy to use and has a lot of features.
- 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.
- 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.
80
The employees at our company that uses Shoretel Sky include Owners, General Managers, Salesmen, Accounts Payable, Accounts Receivables, clerical, customer service, and IT personnel.
3
I am the Decision Maker for all of our branches and we also have 2 Phone Managers for backup purposes.
- Customer Service
- Inter-branch Communications.
- Mobility
- The Conferencing feature is a nice benefit of Shoretel Sky.
- Phone Assistant is a very powerful feature of the system.
- Find me / follow me is a very important feature that makes it easy to locate someone.
- This question depends on what new features Shoretel Sky rolls out in the future.
No
- Price
- Product Features
- Product Usability
When evaluating MiCloud Connect, it was important to us that it would be easy to scale it from a single location to many locations. We were able to do this flawlessly to 17 locations to date. With 4 digit extensions, we are able to connect with anybody at any location as if they were sitting in the same building. Setting up call flow at each branch is easy and very intuitive.
We spent a lot of time back in 2013 evaluating several different solutions and we are very content with MiCloud Connect after 6 years and do not plan on changing any time soon. You should know exactly what you need for a phone system and find companies that can offer that and weigh other considerations like price, usability, features, etc to make a final decision.
- Implemented in-house
- Using Call Flow Editor.
- Making calls.
- Using Phone Assistant.
- Using the online portal to make changes to settings.
- The Mobility app does not perform like I thought it would. You cannot "hand off" the phone call between your desk phone and cell phone and back to desk phone.
- It would be nice if you could customize the actual phone so that more commonly used buttons like PARK would show up on the 1st screen instead of having to hit MORE every time.
- There are not a lot of things that are difficult with this system, it's overall a pretty easy system to use.
Yes
I am not a big fan of the Mobility App. I have it and half the time it doesn't even ring. I have all of the settings set correctly on my iPhone for notifications but yet I have to open it every day for it to receive phone calls from it. If it's not opened each day, it does not work. It is also hard to search for extensions for employees to call. From any other phone I can just dial the 4 digit extension but with the Mobility App, I have to dial the full 10 digit number.
September 12, 2019
Eye on the ball...
ShoreTel Sky is being used across the whole organization and it takes care of portability and easy access to the telephone system.
- Quick tech support with 611 dials.
- Telephone backup and DSR becomes simple with ShoreTel Sky.
- Setting up new offices is very simple.
- Configurating telephones and portal capabilitis are very easy to use.
- Mobile app is very handy and manageable.
- Better pricing
90%
9.0
90%
9.0
90%
9.0
90%
9.0
- Faster lead conversion.
- Increased employee efficiency
- Better customer service.
Easy to set up, configure and use.
70
broker dealer & IT
2
Basic pc skills
- Sales
- Marketing
- Operations
- Compliance
- Disaster recovery
- Open more offices
- Dial 611 for support
- Ticket system
- Mobile app
- Setup tel set
- Setup mibile app
- manager portal
- Changes on adavanced call system
Yes
very weel, east to use
Our company uses ShoreTel throughout the entire organization. Each person has their own DID, and the ability to use all basic applications, scribe, efax as well as communicator. We also utilize the call accounting software as well as call recording software. This helps address the problems presented with outbound dialing, training, receiving messages,
- Excellent voice quality
- Help/support directly from the phone for all users (unlimited)
- Simple to make adds/moves/changes to users on system as well as setting up permissions for who can do what
- more integrations
- ability to add wireless phones to cloud system with functionality
- better conference phone made by shoretel
96%
9.6
94%
9.4
90%
9.0
90%
9.0
- call recording (Pos)
- call accounting (Pos)
- Scribe
Similar overall goals, but ShoreTel is easier to use from both a user standpoint as well as administrative standpoint. ShoreTel easily can be supported internally whereas Mitel would require more pro services
Being that each person in the business does indeed use ShoreTel, they represent all areas of our business. Sales and marketing use ShoreTel. Engineering/customer support/Tech all use SHoreTel. Accounting/Finance/HR uses ShoreTel. And finally all of the executives use ShoreTel (CEO/CTO/CMO_)
2
The answer to this question is dependent on whether or not the system is ON-PREM or HOSTED (or Hybrid). The reason is that the on-prem system automatically takes more knowlege/skill/expertise to maintain/implement than does a hosted system. The reason is that with ShoreTel Connect Cloud (hosted) ShoreTel accepts all responsibility to do all adds/moves/changes to the system at any time for the customer. The customer is provided with unlimited help desk support for the users and the administrator. Technically the administrator can focus on all his other duties, and give ShoreTel the grunt of the work needed to be done to the phone system. They literally can call the help line and provide the details of the necessary changes that need to be done and ShoreTel will do the leg work. With a on-prem system, the end user must either have someone on staff that knows how to implement these adds/moves/changes or hire their ShoreTel partner to assist. At my org, we technically have 3 guys who can do the necessary maintenance/moves/adds etc. to our system at any time. That said, we also are a partner and install/maintain/manage the systems of our clients.
- voicemail to email, scribe, integration with email, NEW integration with Skype
- Twinning findMe FollowMe,
- Call Recording, Call acounting,
- We have used the system to track marketing campaigns.
- We have used the system to bill back (for client) _ All calls from xyz extension to be charged $X.OO
- ------------------------------------------------------
- integrate w/ connect wise
- Sales Tactics
- Marketing Tactics
No
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
The single most important factor for us was that the owner of the company has worked with as both an (engineer and salesman) ShoreTel for 15+ years. The reason he continues to use them and they are our exlusive phone system product for our clients is because of how good it is, reliable it is, and innovative the company is.
This question does not pertain to me
- Implemented in-house
- TIming
- Perfection of call tree/IVR ETc.
- carrier issues
ShoreTel answers a help request within 3 minutes time. Once answered they begin working on the issue. The issue is resolved as soon as it possibly can be.
- Voicemail
- Administrative tools (Adds/moves/changes to system or individual users)
- Help Button
- Communicator (collaboration tool- IM, Audio, video)
- Call Recording
- some software integrations
Yes
Excellently- it is a mobile app that is free to download and license enabled. Really easy to use as ShoreTel has recently made it so that the interface is the same on the web as it is on the mobile app for either Apple or Windows. It is really great for users who are traveling and need to utilize their cell so that calls can be made from the phone system seamlessly through the cell
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.