My company uses this software for our phone service and IM service. It is so nice to be able to instant message employees that are not in the same building.

No complaints here- I'm very happy with the functionality of this product. We will continue to use it in our company.

Overall works very well, is easy to use and is a good business tool.

It is an easy program to learn - very little, if any training needed. We use the system for calls in general but also for sales and support lines with rollovers. It is easy to call people via the PC, conference and transfer calls. It also displays extensions, if people are already on calls, etc. which is very helpful when trying to route customers to an available rep.

It seems like it sometimes conflicts with some programs and auto-logs people out. Maybe this is sometime we have setup incorrectly, but we have had it happen with a few different users. It will auto-log them out, but yet appear, on their screen that they are logged in.

This software was an upgrade to our previous system, so the functionality of being able to perform changes /additions/deletions on line through a browser was very helpful.

This was quite an upgrade from our previous telephone software, so many of the features are an upgrade from what we had before. The software that each employee uses on a daily basis for their individual phones is helpful. It gives you minimal information, but is helpful in connection with each user and desk phone.

As an administrator I do not feel like the software is user friendly. Half of the symbols that represent functions on the phone system, don't even make sense to me. I end up going through each and every "main menu" item to get to every sub menu item searching for what I need. The purchase of this type of phone system (and the subsequent software) would have been optimal maybe 3-5 years ago, but doesn't function exactly as was told to us by the sales team. We were quite interested in the instant message and conference features available on the software, only to find out that the instant message feature is separate and requires its own dedicated server and separate installation. The tele-conference features were out of date and are much better met with a software like GoTo Meeting.

I'm able to see which of my CS agents are logged in and available to take calls, as well as sign them out of the system if they're away from their desk. The analytics are really powerful and allow me to schedule lunches and breaks according to when our slow times occur throughout the day.

The reporting could be more up-to-date. Looking at the average call times is usually 15 minutes behind.

Easy to make a call using computer keyboard and never to reach out the phone itself. Also good to track all voice mail and phone history.

Many functions are hidden on the phone and you will need to learn how to use them using manual. Buying phone accessories like headset is not directly from ShoreTel but their third party dealer.

There are a lot of great features for conferencing phone calls and have a simple to use call tree. Love the customization.

There are quite a few glitches that I experience. For example, I will go to put a call on hold and it will display an error. Eventually I can put the call on hold, but it can get frustrating if I have a customer waiting.

It's been a good experience but I wish it could have been better. We are now considering other options which is a shame

The integration was brilliant but the feature I like the best is the ability to call a number just by clicking on a phone number that has been recognised in Google Chrome by the Chrome extension. This is available either when searching through different webpages or even our CRM system which is accessed through Google Chrome.

I don't like that the software has so many issues with our other tools and VPN

It has all the features one could want, is easy to use, and even if you haven't used a feature in a while it basically teaches you again simply

It's internet based - which means if we lose internet or electricity our system is down. It happens a couple times a year. But it's the nature of using VOIP, not the system's fault

We switched from an 'On Premise' Shoretel system to Shoretel Sky. The primary reason for the switch was that the Sky platform allowed us to record our calls in the cloud. The call tracking data that is available allowed us to re-prioritize our staffing levels and take hold times down by 60 seconds during our peak call time of day.

We are at the mercy of their call center. When something at Shoretel goes down our call center goes down.

It is a well known and established name so I knew it was going to be helpful with the different features it provides. The caller ID after hours is a nice touch when working for a small business!

The cell phone app has many bugs and problems at times but other than that, nothing!

We needed a VOIP system that was powerful, yet easy to setup and use without having to hire someone full time to operate it. ShoreTel gave us exactly that and now with over 350 phones, we rarely ever have any issues.

Although its a hardware and software VOIP telephone system, the software is extremely powerful and flexible, yet very easy to setup and use. Once it's programmed, it simply works. There are a lot of hardware options when selecting phones and enterprise required devices that making simple connections to remote offices and mobile users possible. You will also notice Mitel has acquired ShoreTel, but same high quality software and hardware support available.

Tech support is great, but extremely expensive and only available through VAR's or primary vendor you purchased hardware through. Trade off is that if not too complex of implementation, instruction manuals provided make for fairly easy install and setup.

Overall, MiCloud seems to be decent software for the job. However, it does have its downsides, and I probably wouldn't choose it if presented with a more reliable option at the same price point.

I am able to see which customer service agents have open lines, which are away from their desks, and which are on other lines, which makes it easier for me as a receptionist to transfer calls back and forth. I also like the ability to customize lines to enable transfers to various departments and branches across our nationwide company.

Calls are dropped too frequently for my liking, and often the transfers do not complete properly and bounce back to my line, which can cause confusion and inconvenience to customers during busy times.

My over all experience with ShoreTel has been mostly positive. There have been no major issues.

Shoretel has decent support and this product makes things easy for our company. We have had the phone system for quite a few years and have not had much difficulty with it when we had it. We did switch over to a new phone system because it had much more versatilely for our growing company.

The client could be more user specific I wish there were a theme and more general updates. The web interface is could use some more work as well.

We've been customers for over 10 years. It is a very stable and scalable platform.

This is a great VOIP system. The software is easy to configure and the phones work great. The platform runs without much need for interaction.

Support costs and partnership fees can be very expensive. However, the system just works, and doesn't require a lot of maintenance.

MiCloud Connect has allowed a lower-tech non-profit to transition to a cloud-based phone system, allowing for employees to successfully fulfill job functions when away from the physical office and enabling team members to communicate in a smooth, quick chat system.

The positive points of MiCloud Connect allow me to chat with team members about issues or projects without the need to email. I appreciate that MiCloud Connect enables my use of the soft phone, interfacing with the CRM for integrated management of business development tracking and utilization anywhere.

Unfortunately, based on my organization's setup in cahoots with MiCloud Connect, any update to the cloud-based system requires administrator permissions, slowing workflow due to the need for our IT team to grant permission for system updates before being able to utilize the program.

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!

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.

ShoreTel VoIP Phone System helps us get in contact with our partners and clients and makes my workday easier.

I forget which phone system provider we were with before but Shoretel is definitely much better! The phone has more features which helps me perform my work functions more efficiently.

I would like to be able to forward voicemails to my coworkers from the main voicemail screen. I don't think we have this function.

It's not a terrible brand, but it could certainly be better. The price was better, so we went with them, but we miss our old provider.

I like that all of the features are in one place, and that everything is easy to find.

I don't like the functionality of this product. I feel that our prior phone service was better, and easier to use.

The thing I like most about the software is how user friendly it is. Maybe its because what we had previously was so bad and old but this is a light and day difference!

I would say the thing I probably least like about the software is maybe the price. Its not the most expensive option out there but it isn't the cheapest. But overall we are very pleased

-easy to make calls to clients

-easy to type in numbers to make calls (or paste in numbers) -easy reporting to see how many calls were made -FWD calls to cell phone is very handy when working remotely

-calls do not always FWD to cell (could this be a VPN issue? possibly) -voicemail sometimes plays on computer or calls cell (Inconsistent)