MiCloud Connect

MiCloud Connect
Formerly ShoreTel

Score 7.6 out of 10
MiCloud Connect

Overview

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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Recent Reviews

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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

View all 16 features
  • Answering rules (24)
    9.0
    90%
  • Call park (26)
    8.7
    87%
  • Call recording (23)
    8.3
    83%
  • Directory of employee names (27)
    8.3
    83%

Reviewer Pros & Cons

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Video Reviews

Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of MiCloud Connect, and make your voice heard!

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Pricing

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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
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Product Demos

MiCloud Connect Client Demo
02:46
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Features

Cloud PBX

A cloud PBX system is based on cloud computing technology where data is stored and transferred over the intenet without any need for on-site PBX equipment

8.2Avg 8.2

Call Management

Customized phone system settings

8.6Avg 8.3

VoIP system collaboration

Team collaboration via cloud phone system

7.7Avg 8.1

Mobile apps

Apps are compatible with mobile devices.

6.2Avg 8.3
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Product Details

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.

MiCloud Connect Screenshots

Screenshot of ShoreTel ConnectScreenshot of Mobile AndroidScreenshot of Mobile iosScreenshot of Teamwork Android

MiCloud Connect Video

MiCloud Connect Client Demo

MiCloud Connect Competitors

MiCloud Connect Technical Details

Deployment TypesOn-premise
Operating SystemsWindows, Mac
Mobile ApplicationNo

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.

NICE CXone, MondoTalk, and NetFortris are common alternatives for MiCloud Connect.

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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Comparisons

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Reviews

(1-25 of 46)
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Score 9 out of 10
Vetted Review
Verified User
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.
Sarah Jackson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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.
Casey Wright | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
I wish all medium-sized offices utilized ShoreTel. Making transfers and answering calls is just so simple and easy. I only really needed to make one or two calls in order to get the hang of the system and it's also a breeze to move on from one call to the next. There's really not much I dislike about ShoreTel, to be honest. It makes my job (and life) just a lot easier especially during busier parts of the week. I also really appreciate having the ability to one-click a colleague in order to connect with them over the phone.
Score 7 out of 10
Vetted Review
Verified User
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.
Joe DiCristofano | TrustRadius Reviewer
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.
Joshua Franklin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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.
Justin Zipprich, Freelance Writer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We currently use MiCloud Connect to handle the call and email volume at our company. It is through this program that we get our calls for customer service, retention, and sales. We also use it on our email team and with our ticketing system so that our email agents can respond to customer inquiries quicker.
February 01, 2019

MiCloud Connect Review

Score 9 out of 10
Vetted Review
Verified User
We have been using MiCloud Connect across the whole organization, spanning multiple sites. We use it as a phone system and unified communications. We use work groups for several teams and a good portion of our staff uses the connect desktop software.
Erik Ross | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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.
Score 7 out of 10
Vetted Review
Verified 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.
July 03, 2017

User Friendly

Score 9 out of 10
Vetted Review
Verified User
We use shoreTel for sourcing, sales, meetings and remotely. It is being used by the entire organization. It fast and convenient, I can make phone calls using the computer instead of using the actual phone. Sometimes we do have issues like if the internet is down then we would be able to place or make phone calls but other than that one issue ShoreTel is great.
June 26, 2017

ShoreTel VoIP PBX

Gary Lamontagne | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use ShoreTel IP phones, ShoreTel communicator software, and switches deployed across our entire organization which consists of five offices. We are able to stay in touch with our remote offices via four digit extensions versus dialing the local phone number. Our customers can get transferred to the appropriate party regardless of which office they call.
Kevin Staley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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.
John Thompson | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
We started using ShoreTel Sky about 3 years ago. We were in the process of moving buildings and ShoreTel Sky made moving easier as we could keep some staff up and running in the old location and start using the new building with the rest of the staff. It worked like we were still all in the same location. We have grown to 30+ phones now and it has been great for adding and changing employees. We don't have to have anyone come in or need any experts to make changes. It's easy to just use the portal.
Adam Jones | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We are using ShoreTel across our whole organization. We have two locations, one in Cleveland, OH and one in Davie, FL. We are using an MPLS and the users are able to reach other using 4 digit extension to extension dialing with great clarity. We used to have two systems separate and it took a lot of admin work to get them to work nice together but now everything is seamless and works great.
Jay Brackman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller
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.
Ryan Graven | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Reseller

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:

http://www.mtrx.com/shortel_education_shoretel_partner.
Josh Novak | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
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.
Nick Cox | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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.
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