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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
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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.
September 05, 2019
easy to use application, sometimes a bit technical
MiCloud Connect is used with our Mitel (formerly Shoretel) hosted voice system. We use it to supplement our physical phones. It is used to edit and set statuses (away, vacation, meeting), record greetings, and as a softphone. It also is used to manage voicemails in Outlook.
Edit/Set Status/Record Greeting: The setting of status works well and generally easily once the users remember to use the app. The editing is very powerful, and while presented fine, that sheer complexity available baffles many users. In particular, it's edited under Settings, Call Routing. This isn't where most users are expected to find status/record greetings.
Softphone: This works very well and easily. We use this a lot for when a user has a work at home day, particularly if they have to call internationally. The only issue we've had here is when people forget to switch back off, and wonder why their desk phone is lit up orange and not taking calls.
Outlook Integration: This mostly just causes confusion, and we often disable it. We usually have to disable the synching contacts, and even the add-in that puts emails in Outlook often gets disabled because 1) it often defaults to playing the attached voicemails to the desk phone, which means users are usually left thinking it doesn't work because they are using Outlook to listen to voicemails because they are not at their desk and they have no idea the desk phone is playing their voicemail attachment 2) it doesn't send the voicemails to their email so that their cell phone/other devices get it. So we had to enable that (vm to email) separately, and the outlook add-in just makes it redundant. Literally two copies of VM in Outlook, one able to be seen on all devices, but it's status (read/unread/deleted) doesn't sync back to the phone system and another copy from the add-in that can only be seen on the outlook PC but its status does sync back.
So the softphone works great, the changing status works great. The editing is a bit complicated and hard for users to find. The Outlook add-in is usually removed as it's worthless to us.
We do not use it for instant messaging, video, or events, though it has those capabilities.
- The softphone is easy to use and works well
- Changing availability status is easy
- It pushes updates automatically and usually without issue
- Editing voicemail status is hidden in call routing and is overly complicated for most of our users' needs
- Outlook add-in is more of a burden than a help
- The mobile app version doesn't get hunt group calls
February 01, 2018
Shoretel is made for all business models, big and small!
It is being utilized across the whole organization. The system makes it easy to be contacted and opens up voicemail access with the ability to "sign in" to your phone from any Shoretel handset in our organization. The paging system works better (and is cheaper than the installation of) on ceiling speaker systems by utilizing the phones. Instant Message feature is useful for interoffice communications and takes a load off of the e-mail server as well.
- Instant Messaging system built into the ShoreTel Communicator that installs on the desktop, allows you to see call history, dial out, listen to voicemails, send IMs - all without added stress on Exchange Server.
- The handsets are intuitive for use, with plenty of programmable features.
- Server set up is simple, intuitive and easy to maintain over time.
- Over 6 years we had two issues that were resolved through ShoreTel's adding ability, the company is highly responsive to suggestions and critiques. At this time there are noticeable shortfalls in the tech or the software.
September 08, 2017
From the perspective of a single technology user.
ShoreTel is being used at my previous work place by the whole organization, it is being used for internal communication between the employees and also for external communication by marketing and support staff. As for my personal usage of ShoreTel, I had to interact with it in a very minimal manner considering that I was a software engineer seated right next to the whole software team, I only had to use it to either contact IT support or HR, so I would describe my usage as inter departmental. From personal knowledge, I do know that it was much more widely used by people who used to work in the marketing/customer support divisions which was of real value to the company unlike with the software department where it was used occasionally.
- I can strongly say that the communication channels were always very clear and there was no breakdown of any kind throughout my 6 month work period.
- Since ShoreTel associates your profile with the phone it feels like the experience is very personalized.
- For internal communication purposes it is not necessary to dial a huge number, this makes it quick and efficient.
- I don't think that ShoreTel is of much value to teams that are more closely located in the work space. I do believe that extending functionality in ways like integrating meetings schedule and reminders might make it more useful.
- It is a wired device which restricts movement, adding a wireless device to the collection might be a good idea.
- It does not have a specific feature to group people under a single name, I would have liked to have seen a feature that allows users to group a set of people under one particular tag and be able to send them voicemails and as so on.
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.
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.
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
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.
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.
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.
June 17, 2014
Shoretel is Synonymous with VOIP
Shoretel was a great tool for several companies I worked for. In both cases I had the extremes of either end. Large Enterprise Contact Center usage to manage a call center of over 100 agents, to a small 20 to 30 agent Customer Service. Shoretel enabled me to make on the fly decisions when changes happened quickly. The Shoreware director helped with setting up Call Attendants, VM, extensions and call flow quickly and efficiently. At the time, both companies were used to wired PSTN traditional telecom systems. Expensive hardware and outdated software would require more time and follow up work to complete a given task. Utilizing VOIP, we gained the flexibilty to drop a system into a location that has existing network access with little or no effort. The Total cost of the system was a win for us as we saved over 45% in costs from traditional telecom costs.
- Reseller Support was great! They were able to provide qualified and highly skilled technicians for implementation projects and upgrades. Having a support team to extend the technical knowledge when you have a limited staff, really helps sell the product to the executive management.
- The use of MGCP/SIP helped us tremendously when years ago, we were limited on bandwidth. Having compression enabled and still having a quality MOS score provided our customers with clear voice quality.
- IP Switches used for the phones were very easily managed. Purchase and forget. Not much maintenance and easy to configure for use. Do not need to maintain a large network staff to manage these devices.
- Implementation of upgrades were always successful, but would take 8 hours or more. The concerns with downtime during a short closed period was always a concern.
- IP Switches would have difficulty recovering when a PRI would flap or bounce several times in a given period and would lock up forcing a reboot. This was not very often, but in a call center getting over 250,000 calls a month, this is a concern.