TrustRadius Insights
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
View PricingOverview
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.
Recent Reviews
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Answering rules (24)9.090%
- Call park (26)8.686%
- Directory of employee names (27)8.383%
- Call recording (23)8.383%
Pricing
Essentials
$20.99
On Premise
per user/per month
Premier
$26.59
On Premise
per user/per month
Elite
$38.49
On Premise
per user/per month
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Demos
MiCloud Connect - Client Demo
YouTube
MiCloud Connect Client Demo
YouTube
MiCloud Connect Client Demo
YouTube
MiCloud Connect Demo
YouTube
MiCloud Connect Demo
YouTube
Mitel MiCloud Connect Business SMS
YouTube
Features
Return to navigation
Product Details
- About
- Competitors
- Tech Details
- Downloadables
- FAQs
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.
MiCloud Connect Screenshots
MiCloud Connect Video
MiCloud Connect Client Demo
MiCloud Connect Competitors
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).
Comparisons
Compare with
Reviews and Ratings
(115)
Community Insights
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.
Attribute Ratings
Reviews
(26-50 of 64)Companies can't remove reviews or game the system. Here's why
ShoreTel is being used across our organization. It allows for seamless interaction between our two offices and increases productivity here at our main office by giving us communication options. From 4 digit dialing, to the internal chat function on Communicator, to being able to check my voicemails from Outlook, the ShoreTel platform is second to none. We are pleased to be using it daily, and we are proud to be a ShoreTel reseller, too.
- Mobility App - easy to use, great features
- Conferencing - setting a conference up is a breeze and the Outlook plugin makes it even easier
- Communicator - allows you to see all things telephony in one place
- Conferencing- Once I set a meeting for a certain time period, I cannot go and change it mid-stream. In other words, if I know we're going to run over the 45 minute allotted time, I cannot go change it to 1 hour in Outlook. I will still get cut off by the system.
- ShoreTel app for Android- every time I open it, it closes (and I get a message about this), and I have to open it again. I've reinstalled it several times, and it continues to do this.
January 18, 2017
Shore-nuff ShoreTel is still Awesome!
ShoreTel is our central communication tool. The ability to work in and out of the office on one centralized platform is invaluable. My favorite elements of the ShoreTel UC solution is the easy to use conference bridge that is simple to administer and aesthetically pleasing. One touch entry to conference rooms is awesome and I love how simple it is to share with others. I am also a huge fan of the overall look and feel of the desktop client and hardware. It makes our organization appear even more modern than we already are. I would recommend ShoreTel to any business owner looking to improve communications, enhance productivity, and/or improve the appearance of their organization.
As a company that prides ourselves on working with our clients to provide education and on-going learning, we have even created a repository of useful how-to guides and best practice articles. They can be reached here:
- Conference Bridge
- Mobility
- Reliability
- Strong ROI
- Better integration capabilities
- No multi-point video
- More experience in the Cloud Phone arena
November 18, 2016
Shortel Install and expansion
This is used across the whole organization and allowed us to reduce our PRI circuits down to one, as well as receptionist down to one. We also now have true four digit dialing across the WAN. This results in a net cost reduction of almost $2500 a month.
- 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.
- The licensing structure can make the system more expensive than your traditional phone system.
- The admin interface does not work in the latest web browsers.
- Haven't seen a dedicated soft-phone app.
November 16, 2016
Shortel makes business simple!
We currently use it as our primary phone system. This system doesn't have all of the features I've used in the past, such as click to call and chat. We have had great success with the features of forwarding, find me, and other features similar to this. I believe it fills our needs.
- Shortel interfaces with your computer and systems very well
- Shortel has an awesome find-me feature
- Shortel could improve on ease of use, particularly around the on-computer functions
November 15, 2016
ShoreTel worked for us
Currently ShoreTel is implemented for a select few departments across the institution. It was chosen as a VOIP solution to allow more flexibility for our enrollment services department.
- Easy to use VoiceMail System.
- Call Forwarding
- Ring Groups
- Warm and Cold Transfer (difficult for some users)
- Directories
- More robust Station-side Automated Attendant
ShoreTel is being used across our main business unit. We are using its VOIP and call center features.
- The Communicator desktop software makes common tasks easy.
- The system is fairly stable and phone calls don't have any issues.
- The call center software meets all of the company's needs.
- Their cloud offering seems very overpriced, but would otherwise be a good option.
- The system administration tools could be easier to use.
August 10, 2016
ShoreTel works for our mobile workforce
Score 1 out of 10
Vetted Review
Verified User
Our whole company uses it
- Technology - Allows rental of Cisco phones
- Find me follow me feature
- Customer Service - Process is lengthy and the "cases" seem repetitive and time consuming for the ShoreTel rep
- Support response time - sometimes it takes WEEKS to get a response to a simple question
- Fees - they now nickel and dime every account for every transaction
- Integrity - they over billed us on 2 separate occasions for hardware that we had sent back. We were told we would not get full credit because it was our responsibility to report it sooner
May 19, 2016
ShoreTel
ShoreTel is being used across the whole organization, with three official locations, and a number of employees who work remotely.
- ShoreTel provides connectivity throughout the company, and mostly does it well.
- Over the last several months, ShoreTel has largely outsourced its Customer Service/Technical Assistance departments to an offshore call center, where the personnel are poorly trained and completely unprepared to handle anything even remotely technical.
- The portal could be more comprehensive.
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
April 27, 2016
ShareTel for ShoreTel
Our whole organization uses ShoreTel. We rarely have issues and when we do, the customer service and IT support is great! Voicemails go through ShoreTel and so does our monitoring of our employee's phone usage. The reporting functionality is awesome as well.
- Tracks calls
- Voicemail retrieval
- Reporting functionality
- As with any computerized system, there are flaws, but resolving them quickly is key
November 30, 2015
Successful long lived ShoreTel on premise PBX deployment
ShoreTel on-premise IP PBX is used for global deployment across multiple offices in North America, EMEA, and APAC. It is also used to support employee telephony as well as client facing call centers that are geographically distributed.
- Ease of admin - in a single image deployment, all edge devices are managed from one GUI console.
- Least cost routing - though you can get quite granular on LCR, you can deploy initial LCR capabilities quite easily.
- Longevity of equipment - We have ShoreTel devices in our network that have been running and supported for many years.
- Support - over the years I have observed a decline in the quality of the support function. I believe some of this can be attributed to their support function not growing as rapidly as required to support their growing account base.
- International operations - I have observed only a few technical issues with the PBX devices in EMEA, and APAC, mainly around carrier interoperability. I do think, however, that as a company ShoreTel needs to strengthen their relationship with vendors, and make it easier for end customers to work through the logistics or operating on a international scale. ShoreTel is aware of this.
- System upgrades - Over the years, the quality of upgrades have ranged from average to poor. I think ShoreTel would acknowledge that they have had some challenge with this.
July 14, 2015
Shoretel Sky
Score 8 out of 10
Vetted Review
Verified User
- The web based call flow updates and account administration makes setting up remote users easy.
- Their support team was not much help determining our IT network issues holding back and delaying implementation.
- Better Salesforce.com integration would be nice. We were expecting a more complete API from Shoretel Sky so we could report on call data using SFDC's reports and dashboards.
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.
We use ShoreTel at Lakeside Industries as our primary enterprise voice communications platform. 15 locations across 3 states are connected together all on a common ShoreTel system. ShoreTel allows us to reduce long distance costs and provide 4 digit extensions for every person in our organization. Our calculated ROI on our investment in ShoreTel was 18 months.
- Extension dialing throughout enterprise with directory
- Integration with Outlook
- Easy to manage, deploy and maintain
- I'd like to see better support for alternate unified messaging like Lync. The client provided in ShoreTel is adequate but others can be better.
March 26, 2015
Shoretel Sky
Score 2 out of 10
Vetted Review
Verified User
- Run reports on call times and use. I run talk time reports. I use Shoretel Sky to view the amount and duration of calls made by employees. As a staffing agency recruiting is a large part of our business, the recruiters contact potential candidates by phone. We collect data of who has the most calls over 2 minutes, and who had the most outgoing calls.
- Connection quality: I am the IT representative, and employees come to me with their phone issues. Poor call quality is a big issue. They say it is hard to hear, and those with the option of the desk phone or cell phone will choose cell phone. Currently there is a group in India who cannot make outgoing calls, but I am working with M5 (ShoreTel's cloud division) to resolve this issue.
February 25, 2015
Shoretel VOIP review
ShoreTel is used by the entire organization. It addressed a problem with poor desk phone usage and integration in Outlook. We had an old non-VOIP system, and were looking for a newer system. ShoreTel met our needs and is very easy to administer. We are extremely happy with the decision to use ShoreTel.
- Easy Administration. Many other systems we reviewed were particularly difficult to administer.
- Lowest total cost of ownership. Other systems' total cost of purchase and maintenance were extremely high.
- Wonderful phone sound quality. We were able to evaluate many different units, and were most satisfied with the sound of the ShoreTel units.
- I think that ShTel's conference room phones could use some work. I think they mentioned that they were coming out with a new unit, but the ones we tested were not acceptable to us.
- We also hope that ShoreTel comes out with a system which works with SIP.
February 25, 2015
ShoreTel VOIP System Review
Our entire organization uses ShoreTel. We use it for conferencing. We can have up to 20 users simultaneously in one conference. We alse use it for fax to email capabilities. We have also purchased the chat feature so that employees can shoot a simple chat message over to a colleague for a quick response. Our entire call center is integrated with ShoreTel. The ShoreTel call manager allows you to see an end users telephone presence whether they are available, on the phone, in a meeting, or out of the office. It is a very user friendly product.
- ShoreTel Conferencing
- Least cost routing
- Shoretel Communicator Software
- The version of chat we are using is version 1. Logs of chat sessions would be a benefit.
February 04, 2015
ShoreTel Sky. Great service from a great company.
Score 8 out of 10
Vetted Review
Verified User
- ShoreTel Sky Support is responsive, effective and quite good.
- ShoreTel Sky functionality meets the demands of our fast-paced, cloud-centered business.
- ShoreTel Sky suite of products serves our needs quite well.
- ShoreTel Sky is very dependable and is something we trust.
- Some provisioning tasks aren't fully integrated into the ShoreTel Sky portal. Examples include the provisioning of new user accounts which is done through an old portal UI and Sky Mobility which requires online provisioning be followed up with a call to support to finish enablement.
December 19, 2014
ShoreTel outshines the rest
ShoreTel VOIP is used by the entire organization here. We utilize Contact Center for our Customer Service team and Dispatch group. We are a 24/7 utilities company so the phone system is crucial in our line of business. ShoreTel is great!!!!
- Simple to install, manage and use. I came in with no ShoreTel experience at all. We have a great partner we use as a vendor for higher level issues. For the most part, ShoreTel was a lot easier to learn...especially coming from a Cisco background.
- ShoreTel is a great solution for small to midsize companies.
- Customer Satisfaction....there is very little downtime attributed to technical issues with the ShoreTel system.
- I am very satisfied with the product as is.
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
July 05, 2014
ShoreTel Sky, a young company with a lot of promise.
ShoreTel Sky has been implemented across three companies that I manage and support. At my location in Orlando Florida, it is used as a test base for service and hardware, however, we currently have ShoreTel Sky deployed at three of our offices across the U.S. It address an issue we were having regarding continuity. We had several phone systems scattered across 8 different offices and ShoreTel Sky is providing us a unified way to manage multiple office locations with one interface. I am the only Telecom Engineer for all three business entities so having one interface is a huge plus for some one like me.
- The first would be the web interface. You can access everything you need from the web portal and having everything in one location, provides the administrator (me) with the ability to provide quick responses to problems and requests. The web portal is very well organized and somewhat easy to navigate. Once you explore a little, everything is easy to access and change.
- The second would be customer service. Whenever I have encountered a problem that I may not now how to fix or deal with, calling the customer care number is painless and quick. They provide 1st class customer service which any user can call up with their ShoreTel number and get help if I am not reachable. They still require verification from administrators in case it is a big system change, but every day issues are no problem. I'm a big advocate for good, quality customer service and they provide that for sure.
- The first would be QOS. The environment our business operates in does not allow for outages in regards to voice. I have had issues with services being cut off for maintenance and was not notified. My phones have a tendency to update in the middle of the day which takes up to 5 minutes or in the middle of a phone call. These conditions are not very acceptable and it has prevented us from moving ShoreTel Sky into more areas
- Billing is another sore issue. They seem to have issues organizing an invoice that is clear as to what charges are for. We had an issue getting the invoices separated in regards to location when we first started our service. It was a nightmare for accounting. They don't seem to focus on these types of details and its probably the biggest gripe I have with them.
- Accessibility is my third complaint. Although the web interface is great, it is your only way to access the system. If they had a website problem, we would be up a creek without a paddle. It would be nice if they had an App that you could access your system on and I realize we can't always have it our way, but not having any software to download or other ways to access your system, it makes me worry at times because no setup is perfect and in the event of any emergency, we are at their technicians mercy.
- The only other complaint I have is I would like there to be more Mac OS X support. For windows, they have all kinds of software and plugin's, but for mac, all you get is ShoreTel Sky Communicator which no one really uses. Mac support would be great, but not a requirement.
June 30, 2014
ShoreTel - both phone and computer
Most businesses where I used/supported/installed ShoreTel benefited most from interoffice dialing by extension. Also, the speaker phones have excellent audio quality. The system allows for customized paging and has very customizable auto attendant and call center features out of the box. More complex versions can be purchased, but every place I have worked with ShoreTel was satisfied with the out-of-box features. The phones are also aesthetically pleasing and comfortable to use.
- Call center features are great out of the box if you have a small call center. The PC interface is great, allowing call center agents to view & control calls and queues using their PC and not ever touching the phone.
- The auto attendant recordings and logic can be set up in-house. Even hold music can be set up in-house. It's a big money saver not having to use a service for these things. The call routing using auto attendant logic is very flexible and easy to configure as well as troubleshoot.
- The audio quality of the speaker phone is the best I've used.
- You can configure custom ring tones.
- An inherent problem with VoIP systems is that they are dependent on the computer network. Should network problems affect the computer systems, they can also affect the phone system depending how the systems are configured and/or segregated.
- The handset slips off the phone too easily. It's a minor point, but annoying and easily remedied but a slightly different design.
- Last I used ShoreTel, there was no click-to-dial feature in the PC interface. You had to copy/paste phone numbers into the ShoreTel interface. There was a third party solution to address this, but I'd like to see it native to ShoreTel (if it hasn't been added at this point).
June 30, 2014
ShoreTel VoIP: Simplicity, Scalability & Reliability
Nortec Communications currently uses the ShoreTel VoIP system across the whole organization. Being in a Sales role, I'm always on the road visiting clients and potential customers; with ShoreTel's Mobility solution, I can make calls from my cell phone with my Office extension as if I'm in the office. I also work out of my home office often and I can use my Softphone to make & receive calls via my laptop/device with the ShoreTel Communicator client.
- Reliability: N+1 design - automatic failover (Redundancy)
- Simplicity: easy admin control/management via ShoreTel Director
- ShoreTel's Enterprise Contact Center could use some improvement and more development.
Score 9 out of 10
Vetted Review
Verified User
I work for a managed service provider supporting clients who use ShoreTel for voice calls (internal & external) and presence/instant messaging.
- ShoreTel Phones are top-notch; they're built like "tanks."
- ShoreTel works exceptionally in all sorts of environments.
- Call quality is usually excellent, even w/o QoS enabled at the network layer (in most cases).
- ShoreTel can be challenging to setup (plan ahead).
- ShoreTel should does NOT provide much documentation, unless you're working with a reseller.
- The appliances - although high quality - need to be rebooted if a network port change is made.
June 20, 2014
ShoreTel is the way to go for VoIP.
We are using ShoreTel throughout our entire organization as our voice communications platform. We also resell and implement ShoreTel products with our customers.
The ShoreTel environment has resolved our call center and sales communication nightmares. The biggest asset is the included communicator which gives everyone the access they need to have communications at the tip of their fingers.
The ShoreTel environment has resolved our call center and sales communication nightmares. The biggest asset is the included communicator which gives everyone the access they need to have communications at the tip of their fingers.
- The included communicator is a huge asset especially in call center environments or with one-click dial from a CRM program.
- The ease of administration is phenomenal when compared with any of the competitors. One does not need to become a certified expert in order to administer the platform on a daily basis.
- The reliability of the platform is great; 99.999 uptime.
- They could make the multi-tenant capabilities more robust. If a company has a need to house two entities using the same phone system; there are some limits as to how much those two can be segregated.
- The integration of their cloud offering is still having issues. They are working on it, but they still have a ways to go.
- SIP integration is less than satisfactory, but that is really a SIP issue, more than ShoreTel. SIP seldom works well.