A perfect phone solution, but a less than perfect conferencing solution.
March 23, 2020

A perfect phone solution, but a less than perfect conferencing solution.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with MiCloud Connect (formerly ShoreTel)

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.
  • The admin portal is easy to use and manage users.
  • Deployment of new users is easy.
  • The cloud solution makes it easy to deploy in new offices or for at-home employees.
  • The user interface of the product is intuitive and easy to use.
  • The mobile app continually has issues operating as it is supposed to.
  • There is no "native" video conferencing solution.
  • The web conferencing solution has lag issues occasionally. It doesn't seem to be as stable as other solutions.
  • For whatever reason, the softphone on desktop struggles when using headsets instead of the computer's natively built in mic and speakers.
  • We have been able to be much more nimble with growth.
  • We haven't been able to do as we hoped and make Mitel our singular solution for phone, as well as video conferencing. We have unfortunately had to buy additional conferencing services to meet our needs, thus hurting our anticipated ROI.
Mitel has a great phone service product. The user interface for phone service, and the admin portal is extremely easy to use. Ultimately, it was presented that the conferencing solutions in a unified communication plan were more capable then reality. In comparison to other phone systems, Mitel is definitely a step ahead of the pack in both functionality and professional user interface. However, in context of conferencing solutions, Mitel is a several steps behind the pack.
Mitel is a great option for businesses that have traditionally been using an on-prem only solution. If a business is trying to go to a hosted solution that is flexible with growth and easy to deploy with satellite offices and remote workers, Mitel has a great solution. However, if the business is intending to use Mitel for their full communications platform, I would exercise a level of caution as its conferencing solutions are not prime time solutions.

MiCloud Connect Feature Ratings

Hosted PBX
Multi-level Interactive Voice Response (IVR)
Not Rated
User templates
Not Rated
Call reports
Directory of employee names
Answering rules
Call recording
Call park
Call screening
Message alerts
Video conferencing
Audio conferencing
Video screen sharing
Instant messaging
Mobile app for iOS
Mobile app for Android