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. Easy and Rock SolidShoretel is implemented as our phone and uc system.,Easy to configure Easy to maintain Easy for End Users,Integration into other apps, CRM, etc,9,Great improvment over old system as far as reliablity and dropped calls Allows traveling employees to recieve voice mail as email attachements Super easy to manage users,,9,10,9,6ShoreTel VoIP - providing simplicity and functionality at the best cost.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.,10,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,5,1,Inside sales - integration with 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.,10,No,Price Product Features Product Usability Product Reputation Prior Experience with the Product Analyst Reports Third-party Reviews,We would not change anything since I am confident that our analysis was very thorough.,Implemented in-house,Yes,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.,10,Online training In-person training Self-taught,9,8,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.,10,Yes - we have customized the interface extensively,Yes - we have added extensive custom code,No,10,Yes,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,10,10,10,10,Salesforce Netsuite JD Edwards IBM mainframe integration Nortel,Netsuite GE Centricity,File import/export Single Signon API (e.g. SOAP or REST) Javascript widgets,10,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).,10,10,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 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,YesShoreTelSky: It Just Makes Sense.The call quality is excellent. Setting it up was inexpensive and straightforward. I can make most changes to the setup myself using their web portals; for changes I can't make (or just don't feel like making), their telephone support is excellent.,Their billing system is ABSOLUTELY TERRIBLE. But since the service is excellent, I can live with it.,Much lower TCO, much lower install cost. Zero hardware maintenance cost. Just. Plain. Easy.,9,8,Umm, it's a phone system.,No,,Vendor implemented Implemented in-house,7,Online training In-person training Self-taught,8,7,It was easier to learn if you read their training materials. Many of the advanced features are not exactly intuitive - but many of these features are REALLY desirable. So it's worth flipping through the manual.,No,8Windows, Mac
MiCloud Connect (formerly ShoreTel)
104 Ratings
Score 7.9 out of 101
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MiCloud Connect (formerly ShoreTel) Reviews

MiCloud Connect (formerly ShoreTel)
104 Ratings
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Score 7.9 out of 101

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In-Person Training

I attended the first ShoreTel installer class in Austin,TX. It was a week of intensive study with a live lab and having hands on experience made the class worthwhile. I have taken all of the sales courses and remaining technical courses either online or self study to keep costs down. I send my techs to the first installer course in Austin as I feel it gives them a solid foundation and most of teh other courses they have taken have been online.
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Feature Scorecard Summary

Hosted PBX (12)
Multi-level Interactive Voice Response (IVR) (12)
User templates (13)
Call reports (17)
Directory of employee names (23)
Answering rules (20)
Call recording (19)
Call park (22)
Call screening (18)
Message alerts (19)
Video conferencing (5)
Audio conferencing (19)
Video screen sharing (1)
Instant messaging (1)
Mobile app for iOS (11)
Mobile app for Android (9)

About MiCloud Connect (formerly ShoreTel)

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.

MiCloud Connect (formerly ShoreTel) Screenshots

MiCloud Connect (formerly ShoreTel) Competitors

NICE inContact CXone, MondoTalk, Fathom Connect, NetFortris (formerly Fonality)

MiCloud Connect (formerly ShoreTel) Technical Details

Deployment Types:On-premise
Operating Systems: Windows, Mac
Mobile Application:No