MiCloud is a great benefit to our company
February 14, 2019
MiCloud is a great benefit to our company
Score 9 out of 10
Vetted Review
Verified User
Software Version
Other
Overall Satisfaction with MiCloud Connect (formerly ShoreTel)
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.
Pros
- Without MiCloud, we would not have a proper system for handling the many customer calls that we get every hour. It is a great management system for that purpose.
- It is very easy to use. Simple navigation with easy to use features and not too much guesswork.
- Great handling for email distribution.
Cons
- Minor glitches from time to time. For instance, it does not always open automatically when I start my computer.
- Maybe some improvement with menu and information location. Fewer clicks to get to call history, for example.
- Our company is constantly answering and assisting with customer calls. WIthout MiCloud, there would not be a strategy for how calls were handed to agents. That feature alone is a must-have for this environment.
- Our company also fields customer emails that are managed by the MiCloud system. Our profits depend on quick responses and this system aids with that.
This is the first program of its type that we have used at this company but I would highly suggest it as it is the backbone of our call center. The way it manages calls and emails is paramount to our success.
Comments
Please log in to join the conversation