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MiCloud Connect

MiCloud Connect
Formerly ShoreTel

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

TrustRadius Insights

MiCloud Connect has proven to be a versatile tool for various organizations, addressing a range of communication challenges. Users have …
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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)
    8.6
    86%
  • Directory of employee names (27)
    8.3
    83%
  • Call recording (23)
    8.3
    83%
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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

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
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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

8.2
Avg 8.2

Call Management

Customized phone system settings

8.6
Avg 8.4

VoIP system collaboration

Team collaboration via cloud phone system

7.7
Avg 8.3

Mobile apps

Apps are compatible with mobile devices.

6.2
Avg 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 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!

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

(51-64 of 64)
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Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • IP Telephony - Does what it needs to do well and just works
  • Load Balancing - Easy to set up and flexible enough for special configurations
  • Easy Management - Literally just a few clicks to do anything you want
  • Customizable phones - So you can put those wacky backgrounds on :)
  • Phone quality - When things break.. they often just straight out break. No hope to rescue or restore a bad phone.
  • Browser compatibility - You risk corrupting the database by using too "new" of a browser.
  • Upgrades - Vendors often want to keep you on an old version instead of giving you access to the latest.
Rob Lepre | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • ShoreTel made internal communication very easy. Users can instantly see if someone is available or currently busy.
  • ShoreTel makes a mobile solution that is seamless.
  • ShoreTel is flexible and made the admin's job effortless.
  • Mobile solutions can always be improved.
  • Softphone features could be more robust.
  • The software was a bit busy and hard to monitor customer service reps.
  • Reporting was not intuitive.
April 08, 2014

review of shoretel

Score 5 out of 10
Vetted Review
Verified User
  • Request for service, they respond quickly.
  • Rudimentary look to the Phone Assistant, not as useful as one would think.
Score 8 out of 10
Vetted Review
Verified User
  • Great customer support from the Shoretel Sky Support Center
  • The portal allows for easy administration and monitoring
  • Improve communication from Account Management. Are they even working?
  • Improve availability and failover. A 30-minute outage for a call center is unacceptable.
January 11, 2014

Dependable Service

Kristen Hoover, MBA | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • Voicemail features - your voicemail also comes to you via email so you can forward it to a co-worker that might need the message.
  • Remote office connection - it has allowed me to work remotely. I can communicate with my co-workers as if they in the office right next to me.
  • Conferences - I easily start a conference with my co-workers without having to set up a conference bridge. This makes the collaboration project easier.
  • Work wirelessly - The phone needs to be plugged in / hardlined all the time. You cannot move it around; so flexibility around your workspace is limited.
  • Call quality - Occasionally, the call quality will decline, but I think it is due to my poor Internet connection at home. You can restart the call, and the problem is usually solved. This only occurs about 1% of the time.
Hemant Panchal | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
  • Call quality is great.
  • Easy to use and place calls with and conference calls are a breeze with the phone.
  • Allows me to work virtually but still be able to use my work phone so I can receive and place calls as if I'm in the office.
  • I'm able to transfer calls and make conference calls virtually without having to be in the office.
  • I can retrieve my messages through the shortel website without having my phone with me.
  • The software that runs the adapter that connects your computer to the phone doesn't always work. When it works, it's great because it reduces dialing time tremendously. You get used to it quickly but often, when it's not working, it hinders you a lot since you're used to having the functionality.
  • The phone that comes with the product is a bit bulky and awkward to lug around when moving from location to location. I wish it were a bit smaller or more compact.
October 03, 2013

Using ShoreTel Sky

Score 8 out of 10
Vetted Review
Verified User
  • Great way of tracking who I've contacted and those who have reached out to me.
  • Call volume & analytics - tells me the number of calls I've made, and the amount of time I've spent on the phone-- tracking employee activity.
  • Confusing for managing incoming calls. Not sure if this is due to the phone system or ShoretelSky, but incoming calls don't always show up in a clear to read manner.
  • Changing my voicemail options could be easier- confusing phone tree, especially if I'm in a hurry.
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
September 07, 2013

A good choice

Bryan Shigihara | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
  • It allows us to connect with our customers and vendors.
  • It provides us with the means to handle more calls than we could before.
  • We have been a little disappointed with the amount of service interruptions and the communications to us during those outages.
Jonathan Brose | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
  • Time is money in any company, and ShoreTel Sky helps us leverage a lot of time saving features with their web based products. Computer integrated dialing, web interface and access to phone features from any browser means I can control my VoIP solutions from any browser, not just from the handset and having to push tons of buttons to get through menu screens. It also allows me to log in anywhere, so I don't have to be tied to my desk - yet my clients can always reach me.
  • Integration with our CRM system is also very important to us. We do not have to put an effort into managing employee metrics as the integration is seamless and the reports are very easy to customize and make decisions from.
  • Sometimes the CTI adapter does not work properly and pages have to be re-loaded. It is a new technology so it will have a few bugs, but it is something that can use improvement.
Whitney White | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
  • 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.
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