MiCloud Connect Software

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FrontRunners 2021

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About MiCloud Connect

MiCloud Connect (formerly ShoreTel) is a cloud-based VoIP phone system that offers collaboration and conferencing tools to enable information flow within the organization. The solution enables system administrators to manage user settings, set preferences, and monitor call activity. With ready-to-use calling data, the management can keep track of sales performance and service levels. MiCloud Connect also offers an analytics package to analyze call data and generate valuable business insights. With MiCloud Connect, callers can invite people to their conference line, retain conversation history, record calls, share desktops, and more. The solution also offers tools to configure rules for prioritizing call routes. Users can also design flexible models for call overflows...
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MiCloud Connect User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4

Value for money

4

Customer support

4

Functionality

4

Showing 1 - 5 of 251 reviews

Bernard

Company size: 2 - 10 employees

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

October 2021

Excellent solution for legacy Mitel customers.

User Profile

Julie

Verified reviewer

Company size: 201-500 employees

Industry: Law Practice

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
4

Ease-of-use

out of 5
4

Functionality

out of 5

February 2019

Everything I need.

I'd say we've had a seamless integration of ShortTel at our firm. I love the added features and how easy they are to use. Fits very well in my day-to-day operations.

Pros

Our company switched to ShoreTel a few years ago, and I've noticed a significant difference in how I use my phone and voice services. The desktop application makes it extremely easy to track missed calls, know the status of people I'm trying to get a hold of, and forward any calls when I'm out of the office.

Cons

Only one complaint - when voicemails get sent to my email, I have to listen to them through my external phone speakers instead of the earpiece. Sometimes I get confidential calls, so I can't be discreet about checking my messages.

User Profile

Shae

Verified reviewer

Company size: 51-200 employees

Industry: Computer Software

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
3

Ease-of-use

out of 5
4

Value for money

out of 5
3

Customer support

out of 5
5

Functionality

out of 5

December 2018

Complex Implementation - Low Key Day-to-Day Maintenance

Pros

We were lacking quite a bit with our prior phone system. So the transition to shoretel was much needed. I was involved with the RFP and pricing discussion with a multitude of vendors. In all cases, Shoretel offered the greatest amount of features, including integration with our CRM (Dynamics) all while having the lowest price point. As the Director of HR, I am able to act as system admin with zero technical background, which is also greatly appreciated.

Cons

Reporting analytics are limited. Requires integration with third-party product to get the analytics we prefer. That being said, we dive more into our call details as we are a call center and execute performance metrics at the agent-level based on said data.

Natalie

Industry: Philanthropy

Time used: More than 2 years

4

Ease-of-use

out of 5
3.5

Functionality

out of 5

May 2015

Shoretel truly makes the communication process easier

Pros

I rarely actually use my voicemail, but I understand that it's a necessary part of doing business with some. I appreciate that when I'm on the go, Shoretel's transcription allows me to still read voicemails, and the IM function is so necessary for intra-office communication. I love that I can access my voicemails via email and I never have to call in!

Cons

I think Shoretel could benefit from a few more user-friendly benefits like recording of chats. Once the window closes, it's gone. However, at its core, what it does best is the availability of voicemail across other platforms. That happens very well. Also, I think that the interface that allows you to switch between the functions (calls, IMs, etc.) could be a little better organized. I've had complaints from colleagues that have been unable to figure out how to add contacts. When they try to set it up, they end up accidentally calling people.

Anonymous

Company size: 11-50 employees

Time used: More than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered
4

Ease-of-use

out of 5
4

Value for money

out of 5
3

Customer support

out of 5
5

Functionality

out of 5

February 2022

Great product but back end a bit combersome

Overall it works well for what we need it for.

Pros

Real time reporting of inbound/outbound calls. Being able to customize inbound calling and pull daily reports on several metrics with the calling.

Cons

Backend setup and customization is a bit more cumbersome that other software used in the past.

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