Essential for Office Communication
Casey Wright | TrustRadius Reviewer
Updated September 17, 2019

Essential for Office Communication

Score 9 out of 10
Vetted Review
Verified User
Review Source

Software Version

Onsite

Overall Satisfaction with MiCloud Connect (formerly ShoreTel)

I wish all medium-sized offices utilized ShoreTel. Making transfers and answering calls is just so simple and easy. I only really needed to make one or two calls in order to get the hang of the system and it's also a breeze to move on from one call to the next. There's really not much I dislike about ShoreTel, to be honest. It makes my job (and life) just a lot easier especially during busier parts of the week. I also really appreciate having the ability to one-click a colleague in order to connect with them over the phone.
  • Its ability to connect to other members in the office is seamless.
  • Making interoffice and out-of-office transfers is very simple.
  • Logging in and out for breaks (lunch, personal, and otherwise), is really just two button clicks.
  • I wish it were easier to pull-up past calls in order to discern details shared in a conversation.
  • Accessing voicemail from the ShoreTel communicator isn't exactly as clear as making calls and transfers.
  • The labels in call history are a little bit confusing sometimes.
  • It allows for me to manage my workflow (i.e. calls) at a pace that I can handle. I don't have to listen to the phone ring incessantly. I can go into release and focus on other tasks or step away if I need to take a breather.
  • I didn't have to spend a lot of time learning extension numbers. I can search anyone in the office by name and connect to them directly or leave them a voicemail.
Medium to large-sized offices are what really benefit from this software. Small offices with less than 20 staff members don't really need to utilize this, I don't think. Offices that have a larger surface area or multiple locations also benefit from this, so again, smaller places I doubt would really reap the benefits of this.

MiCloud Connect (formerly ShoreTel) Feature Ratings

User templates
8
Call reports
9
Directory of employee names
10
Call recording
9
Call park
9
Message alerts
9
Audio conferencing
8

MiCloud Connect (formerly ShoreTel) Implementation

It's really only useful for offices with more than 20 employees. Smaller offices don't really require this kind of communication infrastructure, and while ShoreTel is useful for just about any office size, it's a resource that I don't know smaller offices would really utilize fully. It's a great system in terms of managing workflow in an environment that receives a fair amount of call traffic both externally and internally.

Using MiCloud Connect (formerly ShoreTel)

I have not used a wide array of communication software, but this far ShoreTel/MiCloud has been the simplest and easiest to get into. My work employs several temps at certain points throughout the year, and they use this piece of software frequently, and new hires seem to have little to no issue using this software. Additionally, this is our primary telephone communication infrastructure, and I have yet to encounter any issues when signed in and regularly using it handling external calls to our department.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • I like that even when voice messages are deleted but a detail was missed, it's easy to retrieve them before a certain period of time.
  • Forwarding calls is very simply, and being able to add notes to provide short context to the recipient is a time-saver at times.
  • It feels a little bit like wading into the weeds logging into just one call group via Contact Center. We have 3 groups that utilize ShoreTel for external (member) calls, and logging into one that is routed specifically to my department is not as simple as logging into all three at once. If there's a feature where I can just default to logging into the "Education Group," I am not aware of it.

MiCloud Connect (formerly ShoreTel) Reliability

I've never had an issue in the somewhat limited time I've been using ShoreTel. The stability of the software is very sturdy, and relatively easy to use. I don't really have issues regarding the availability of the software from my place of work.