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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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Popular Features
- Answering rules (24)9.090%
- Call park (26)8.686%
- Directory of employee names (27)8.383%
- Call recording (23)8.383%
Pricing
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
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- No setup fee
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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MiCloud Connect - Client Demo
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MiCloud Connect Client Demo
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MiCloud Connect Client Demo
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MiCloud Connect Demo
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MiCloud Connect Demo
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Mitel MiCloud Connect Business SMS
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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 Competitors
MiCloud Connect Technical Details
| Deployment Types | On-premise |
|---|---|
| Operating Systems | Windows, Mac |
| Mobile Application | No |
MiCloud Connect Downloadables
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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(115)
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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.
Attribute Ratings
Reviews
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
September 12, 2019
Eye 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
90%
9.0
90%
9.0
90%
9.0
90%
9.0
- Faster lead conversion.
- Increased employee efficiency
- Better customer service.
Easy to set up, configure and use.
70
broker dealer & IT
2
Basic pc skills
- Sales
- Marketing
- Operations
- Compliance
- Disaster recovery
- Open more offices
- Dial 611 for support
- Ticket system
- Mobile app
- Setup tel set
- Setup mibile app
- manager portal
- Changes on adavanced call system
Yes
very weel, east to use
October 05, 2017
ShoreTel review from the trenches
ShoreTel 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.
50%
5.0
50%
5.0
50%
5.0
N/A
N/A
- ShoreTel has lower revolving costs than many competitors and this helps keep costs affordable and predictable over time.
ShoreTel was one of the earlier VOIP solutions available. They established themselves as a leader early on but lack a lot of innovation that newer VOIP companies bring to the market. Everything comes at a cost, want a conference bridge, you're going to need a license. Want Video Conferencing, going to need a license. Want instant message features, going to need a license. Want the ShoreTel Mobile app, going to need a license. A lot of competitors have these as base features. If there's a licensing issue you have 60 days to resolve the issue or the entire ShoreTel server will lock, once its locked you have to pay a fee and then correct the licensing issue. At the end of the day its a VOIP solution that is well established and the system just works.
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.
36%
3.6
42%
4.2
40%
4.0
N/A
N/A
- 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.
June 26, 2017
ShoreTel VoIP PBX
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.
- 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
80%
8.0
100%
10.0
50%
5.0
N/A
N/A
- 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.
When evaluating phone systems, we looked at Cisco VoIP in addition to ShoreTel. Cisco was more money, had a higher learning curve, and we received a bad review from a local business who was using it. In the ShoreTel demo, the engineer brought their equipment and set up a demo in our conference room. He was able to get a phone system up and running in a matter of minutes. The biggest selling point was when he turned the phone server off and the phone system continued to work, minus the voicemail and Communicator software.
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.
- 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
ShoreTel beats the competition in several areas - ROI, TCO, end user adoption rate, ease of administration, ease of deployment, system up time, ability to scale easily and sound quality of each and every call.
5
Inside sales, outside sales, marketing, support and administrative. Remote users connect using a VPN Concentrator so they can be part of the system and have an extension on their phone at home. We are implementing ECC (Contact Center and Mobility internally soon so we will report back once that is completed).
1
It takes very little time to support the system. We are constantly improving our skill set and adding new functionality to the system. Recent additions were the SA100 conference bridge and a VPN concentrator which were extremely easy to implement.We added SIP trunks from Etherspeak which provided a huge benefit of having DiD's from across the country in a single trunk group. We also increased our trunking from 3 analog to 15 SIP for the same monthly cost.
- 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.
No
I was in Telecom for over twenty years on the services side so I spent months researching the various phone systems out there before we chose to be a ShoreTel dealer.
- Price
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
- Analyst Reports
- Third-party Reviews
When we went into business we wanted to sell and support the best of breed products to our clients. After much research we decided that ShoreTel was what we considered best of breed for VoIP phone systems and that is the only system we offer.
We would not change anything since I am confident that our analysis was very thorough.
- Implemented in-house
Yes
1. Phone system 2. Salesforce integration 3. SA100 Conference Bridge 4. VPN concentrator 5. SIP trunk implementation 6. Mobility
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.
- Online training
- In-person training
- Self-taught
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.
Yes - we have customized the interface extensively
ShoreTel communicator can be customized by the user and by the admin. You can add extra toolbars with extra features for individuals or user groups.
Yes - we have added extensive custom code
ShoreTel is ODBC compliant and has open API's so it is relatively easy to integrate with.
No
We are a ShoreTel dealer so we support our own system - 100% of our clients are on Partner Support and we have a high success rate resolving the majority of our clients issues on the first call.
Yes
Yes there are occasional issues when going from one version to the next - 14.2 had a few issues and ShoreTel was quick to resolve them.
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
Great but for now but it needs an additional appliance for Mobility.
- Salesforce
- Netsuite
- JD Edwards
- IBM mainframe integration
- Nortel
Salesforce - easy, only needs an additional one time license.
Netsuite - easy, only needs an additional one time license.
JD Edwards - 60 hours of professional services. ShoreTel has open API but was still time intensive and needed a client side and server side app to accomplish screen pop with JDE data.
IBM Mainframe - 200 hours of professional services. Screen scrape for a bank IVR.
Nortel - We front ended a Nortel system to support a gradual migration of users onto the new system while keeping everyone on teh same dial plan and voicemail.
- Netsuite
- GE Centricity
ShoreTel integrates out of the box (with the purchase of an additional license) with NetSuite so we will integrate it with NetSuite soon. We have numerous clients in healthcare that are looking to us to integrate their new ShoreTel systems with GE Centricity for screen pops.
- File import/export
- Single Signon
- API (e.g. SOAP or REST)
- Javascript widgets
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).
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 first 15? releases of 14.2 were challenging to say the least. We avoided moving clients to 14.2 until late October 2014 when we felt that 14.2 was free of major issues or bugs that would impact our clients.
- 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
You buy a user license and then can add functionality like tying in to Salesforce with an additional license.
Yes
This question is only relevant for Small Business Edition customers that grow past 100 users and need to upgrade to Enterprise. There is no change in the system just an upgrade cost and a new system key.