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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%
- Call recording (23)8.383%
- Directory of employee names (27)8.383%
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$20.99
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$26.59
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$38.49
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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
(1-19 of 19)Companies can't remove reviews or game the system. Here's why
June 23, 2022
MiCloud Connect Review
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.
- Contact center capabilities.
- IP PBX phone services.
- Softphone.
- Microsoft Teams integrations.
- Jira Integrations.
- Salesforce integrations.
June 20, 2022
Mitel - I tell you it's worth it!
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.
- Automatically route calls according to user specifications
- Log and route voicemail
- Integrate with Office calendars and scheduled events
- Maintain contact lists
- 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.
June 19, 2022
An essential tool for business communication.
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.
- 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.
- 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.
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.
- 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.
- 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.
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.
March 14, 2018
ShoreTel Easy and Rock Solid
Shoretel is implemented as our phone and uc system.
- Easy to configure
- Easy to maintain
- Easy for End Users
- Integration into other apps, CRM, etc
August 14, 2017
Amazing Customer Service / Support
Score 1 out of 10
Vetted Review
Verified User
- Cloud based PBX - Phone from anywhere.
- Excellent Customer Service and Support
- Redundant / Backup System not fully implemented.
We use ShoreTel across our entire organization which includes two branch locations and a home office employee. We needed a solution to manage phones and call routing across our organization, and utilize data networks to reduce call costs too. We also needed a solution that could be managed fairly easily by in-house IT staff. We wanted a way to evenly distribute calls to an inside sales team and ShoreTel accommodated that need too.
- Ease of phone management - easy to deploy; easy to relocate; and, easy to reassign extensions.
- Ease of overall system management - one pane of glass for all our switches, phones, users, call routing etc.
- Regular product updates and feature additions and/or refinements - listens to their customer base and provides clear upgrade paths.
- Encourages third-party enhancements and affords ease of integration to broaden the range of their already robust IP telephony solution.
- While very good reporting is offered via a third-party, it would be nice to have more report offerings baked in to the boxed solution.
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.
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.
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
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.
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 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.
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.
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