TrustRadius
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.https://media.trustradius.com/product-logos/OB/Gq/ZU36O5V0X0AT.PNGEye on the ball...ShoreTel Sky is being used across the whole organization and it takes care of portability and easy access to the telephone system.,Quick tech support with 611 dials. Telephone backup and DSR becomes simple with ShoreTel Sky. Setting up new offices is very simple. Configurating telephones and portal capabilitis are very easy to use. Mobile app is very handy and manageable.,Better pricing,9,Faster lead conversion. Increased employee efficiency Better customer service.,,70,2,Sales Marketing Operations Compliance,Disaster recovery,Open more offices,9,Dial 611 for support Ticket system Mobile app,Setup tel set Setup mibile app manager portal Changes on adavanced call system,Yes,9,9ShoreTel review from the trenchesShoreTel provides voice over IP phone services for our entire company. ShoreTel allows us to place inner office phone calls and provides a company directory as well as instant messaging between users and teams.,ShoreTel has instant message capabilities that allow users to communicate without interruptions. ShoreTel has been around for years and the company is stable. It just works, we've had zero service interruptions that can be directly attributed to ShoreTel.,The user interface looks like something straight out of the 90s.,6,ShoreTel has lower revolving costs than many competitors and this helps keep costs affordable and predictable over time.,,9,2,8,5ShoreTel VoIP PBXWe 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.,Setup is quick and painless Management of the phone system is web browser based Is the only phone system that we looked at that continued to run if the server went down Integrates with Microsoft Outlook Customizable,Updates to the system are cumbersome. Better support for Bluetooth headsets would be nice,10,Allows users to be more productive with extension to extension calling. Allows users to see when others are on their phones via the ShoreTel Communicator software to eliminate wasted time. Has an available T1/PRI switch to eliminate the need for POTS telephone lines.,Cisco VoIP PBX,10,10,10,10ShoreTel 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 Salesforce.com 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,YesFrom 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.,7,Since I was not working in departments that directly deal with ROI, I am not sure about it. I think that it was a positive ROI because of the purpose it served in the marketing department. I think that in some cases, it has also helped in saving time. For example, in cases where a person is not checking his email, a phone call may alert him more spontaneously.,10,10,7
Windows, Mac
MiCloud Connect (formerly ShoreTel)
103 Ratings
Score 8.0 out of 101
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MiCloud Connect (formerly ShoreTel) Reviews

MiCloud Connect (formerly ShoreTel)
103 Ratings
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Score 8.0 out of 101

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Gary Lamontagne profile photo
June 26, 2017

ShoreTel VoIP PBX

Score 10 out of 10
Vetted Review
Verified User
Review Source

Scalability

10
Shoretel has been very scalable for our organization. We first installed Shoretel in 2003 to standardize three sites on one phone system. As our needs have changed, our Shoretel system has adapted with our growing needs and added locations. Initially, we were using analog phones and have been rolling out VoIP as our budgeting has allowed.
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Score 7 out of 10
Vetted Review
Verified User
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Scalability

7
I believe that ShoreTel can be used by a minimum company size of about 25 to almost any size of a company and this can be achieved while the company grows, hence makes it pretty scalable when required. For companies which are smaller in size i.e. smaller than 25, I am not sure how useful it would be, it may be depending upon the type of business.
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Feature Scorecard Summary

Hosted PBX (12)
9.0
Multi-level Interactive Voice Response (IVR) (12)
8.3
User templates (13)
8.7
Call reports (17)
9.3
Directory of employee names (23)
8.3
Answering rules (20)
9.1
Call recording (19)
8.8
Call park (22)
9.1
Call screening (18)
8.9
Message alerts (19)
8.0
Video conferencing (5)
8.3
Audio conferencing (19)
9.4
Video screen sharing (1)
9
Instant messaging (1)
9
Mobile app for iOS (11)
7.3
Mobile app for Android (9)
8.2

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

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MiCloud Connect (formerly ShoreTel) Technical Details

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