MiCloud Connect Features

MiCloud Connect

Cloud phone system & contact center software & services

4.22/5 (248 reviews)

Competitor Feature Comparison

API
Access Controls/Permissions
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Archiving & Retention
Audio / Video Conferencing
Audio Calls
Audio/Video Recording
Automatic Call Distribution
CRM
Call Center Integration
Call Center Management
Call Conferencing
Call List Management
Call Logging
Call Monitoring
Call Queues
Call Recording
Call Routing
Call Scheduling
Call Screening
Call Tracking
Call Transfer
Caller ID
Caller Profiles
Chat/Messaging
Collaboration Tools
Computer Telephony Integration
Conferencing
Contact Management
Email Management
Employee Directory
Event Triggered Actions
Fax Management
File Sharing
File Transfer
Help Desk Management
Hotkeys
IVR / Voice Recognition
Knowledge Base Management
Live Chat
Manual Dialer
Mobile Access
Multi-User Collaboration
Multiple Parties
On-Demand Recording
Predictive Dialer
Prioritization
Queue Management
Real Time Data
Real Time Reporting
Real-Time Chat
Recording
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Ring Groups
Role-Based Permissions
SIP Trunking
SSL Security
Scheduled Recording
Screen Sharing
Softphone
Third Party Integrations
Two-Way Audio & Video
Unified Communications
Video Call Recording
Video Chat
Video Conferencing
Virtual Call Center
Virtual Extensions
VoIP
VoIP Connection
Voice Mail
Voicemail Transcription
Learn moreCompare App
API
Access Controls/Permissions
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Archiving & Retention
Audio / Video Conferencing
Audio Calls
Audio/Video Recording
Automatic Call Distribution
CRM
Call Center Integration
Call Center Management
Call Conferencing
Call List Management
Call Logging
Call Monitoring
Call Queues
Call Recording
Call Routing
Call Scheduling
Call Screening
Call Tracking
Call Transfer
Caller ID
Caller Profiles
Chat/Messaging
Collaboration Tools
Computer Telephony Integration
Conferencing
Contact Management
Email Management
Employee Directory
Event Triggered Actions
Fax Management
File Sharing
File Transfer
Help Desk Management
Hotkeys
IVR / Voice Recognition
Knowledge Base Management
Live Chat
Manual Dialer
Mobile Access
Multi-User Collaboration
Multiple Parties
On-Demand Recording
Predictive Dialer
Prioritization
Queue Management
Real Time Data
Real Time Reporting
Real-Time Chat
Recording
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Ring Groups
Role-Based Permissions
SIP Trunking
SSL Security
Scheduled Recording
Screen Sharing
Softphone
Third Party Integrations
Two-Way Audio & Video
Unified Communications
Video Call Recording
Video Chat
Video Conferencing
Virtual Call Center
Virtual Extensions
VoIP
VoIP Connection
Voice Mail
Voicemail Transcription
Visit WebsiteCompare App
API
Access Controls/Permissions
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Archiving & Retention
Audio / Video Conferencing
Audio Calls
Audio/Video Recording
Automatic Call Distribution
CRM
Call Center Integration
Call Center Management
Call Conferencing
Call List Management
Call Logging
Call Monitoring
Call Queues
Call Recording
Call Routing
Call Scheduling
Call Screening
Call Tracking
Call Transfer
Caller ID
Caller Profiles
Chat/Messaging
Collaboration Tools
Computer Telephony Integration
Conferencing
Contact Management
Email Management
Employee Directory
Event Triggered Actions
Fax Management
File Sharing
File Transfer
Help Desk Management
Hotkeys
IVR / Voice Recognition
Knowledge Base Management
Live Chat
Manual Dialer
Mobile Access
Multi-User Collaboration
Multiple Parties
On-Demand Recording
Predictive Dialer
Prioritization
Queue Management
Real Time Data
Real Time Reporting
Real-Time Chat
Recording
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Ring Groups
Role-Based Permissions
SIP Trunking
SSL Security
Scheduled Recording
Screen Sharing
Softphone
Third Party Integrations
Two-Way Audio & Video
Unified Communications
Video Call Recording
Video Chat
Video Conferencing
Virtual Call Center
Virtual Extensions
VoIP
VoIP Connection
Voice Mail
Voicemail Transcription
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Mobile apps

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Android App


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MiCloud Connect Feature Reviews

25 reviewers had the following to say about MiCloud Connect's features:

Ryan G.

Great business VOIP

2018-12-01

24/7 available call forwarding and message recording make being on call easier.

Pros

The ease of access is great; forwarding to a mobile phone, the app access and ease of remote access fluidity.

Cons

The windows application UI can be confusing.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Shae J.

Complex Implementation - Low Key Day-to-Day Maintenance

2018-12-12

Pros

In all cases, Shoretel offered the greatest amount of features, including integration with our CRM (Dynamics) all while having the lowest price point.

Cons

Requires integration with third-party product to get the analytics we prefer.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
William R.

Shoretel Communicator: Making Communication Easy

2018-11-27

Shoretel has really helped to streamline and make our communication efforts more effective.

Pros

I also like the messaging feature because not everyone in my company uses Skype, but most everyone uses Shoretel.

Cons

The call history feature doesn't always update in real time. I've seen instances of a missed call not showing up immediately in my call history, making it impossible to promptly return the missed call.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Robert E.

Great product and support!

2014-05-27

Pros

They have great service availability and monitoring. The customer support line is superb.

Cons

However, we have access to all data.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

9/10

Recommendations to others considering MiCloud Connect

Make sure to evaluate service disruptions and the quality of their support. ShoreTel has ranked highly for us in ensuring availability and great support.

Source: Software Advice
Helpful?   Yes   No
Read more
Javier S.

Great tool to make calls and monitor calls using Phone Assistant

2014-09-04

Pros

Call routing is easy.

Cons

The thing I least like about this product is the fact that every time Java releases an update, the app seems to crash.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

7/10

Recommendations to others considering MiCloud Connect

You can customize Phone Assistant's interface. You can create a watch list, which gives you easier access to the individuals that you talk to the most.

Source: Software Advice
Helpful?   Yes   No
Read more
Omar R.

Multifunction Multipurpose Calling Machine

2017-08-08

Pros

Easy to use interface, call routing, integration with outlook, easier software that helps you export your call list.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Yes   No
Read more
Alexis E.

Shoretel Connect

2017-02-06

Shoretel is an easy to use phone system The reporting is easy and straight forward.

Pros

I like to use the Contact Center to watch live data, and then I also enjoy creating my own reports within Shoretel.

Cons

Lots of information to learn before the program is useful.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10

Recommendations to others considering MiCloud Connect

Read Shoretel manual when trying to create new reports to show the data you need.

Source: Software Advice
Helpful?   Yes   No
Read more
Richard F.

Managing VoIP in the ShoreTel Sky Portal is easy.

2014-05-27

Pros

Call Activities and reports are easily generated, and call flow settings can be changed in real time, which is also nice.

Cons

It would be nice to be able to edit barge groups from the portal.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

9/10

Recommendations to others considering MiCloud Connect

Demo a few different products. Ask about turnaround time on support. ShoreTel Sky's support is amazing.

Source: Software Advice
Helpful?   Yes   No
Read more
Colleen O.

Not Consistent Enoug

2018-06-05

Pros

I like have a click to call feature - that's really nice for those of us that spend a lot of time on the phone.

Cons

Shuts down a lot, often hear things in the background, sometimes it will show me I missed a call but the call never rang.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Software Advice
Helpful?   Yes   No
Read more
Kate R.

I use Shoretel to make all of my inbound and outbound calls. This is helpful to track my efforts

2017-08-08

-easy to make calls to clients

Pros

-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

Cons

-calls do not always FWD to cell (could this be a VPN issue?

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
jamison o.

This is easy to use, keeps record/history of phone calls and able to transfer dial as well.

2018-03-09

You are able to go back and check your call history and check voicemail and see who it is versus calling and not knowing.

Pros

Pros: You are able to check call history, check your length of calls, run reports, check statistics, works well with the phone itself and virtual system (application) on the computer.

Cons

Cons, If the virtual system to log in off ect. goes down it is cumbersome to use the phone to log in and out and check history.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
alfredo l.

Shoretel call center program

2016-10-27

This product does have all the functions required for what our call center does, it's just a matter of adjusting to the way you organize the reports, on the plus side the system has a caching feature which our previous call center did not have, its basically a very good functional program that's a little complex to understand but once you do you can exploit it to the fullest.

Pros

Tha coaching feature is very helpful, also the recording feature is a very valuable tool for dealing with forgetful clients.

Cons

it's a little complex to use, buy once you understand it, its great!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10

Recommendations to others considering MiCloud Connect

this is a great tool to optimize your call center efficiency, and once you understand it, will help you make very detailed reports

Source: Software Advice
Helpful?   Yes   No
Read more
Mekesha G.

Contact center solution that is easy to use.

2016-09-08

Pros

Its very easy to add new agents using the contact center director.

Cons

In order to do a required system upgrade the contact center had to be closed and we were a 24 hour call center at the time.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Likelihood to recommend

9/10

Recommendations to others considering MiCloud Connect

I would recommend that you use this software if you are managing several call groups in a large call center. I would ask about capacity in regards to the amount of groups and agents you can add into this solution. I would also recommend that you ask questions about integrating this software with your current CRM solution. You also ask questions about the maintenance schedule and if any down time is required during this period.

Source: Software Advice
Helpful?   Yes   No
Read more
Mickey V.

I have a good experience with the product and the additional features

2014-08-05

Pros

I like the ability to link all of our branches, the dashboard, and mobile phones.

Cons

You have to enter the area code whenever you make a local call.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

8/10

Recommendations to others considering MiCloud Connect

I think they should definitely explore all of the system features and benefits to make sure it will meet their needs.

Source: Software Advice
Helpful?   Yes   No
Read more
Anonymous
(Computer Software company, 11-50 employees)

Very intuitive to use - very little training required

2019-04-24

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

Pros

It is easy to call people via the PC, conference and transfer calls.

Cons

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.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Natalie G.

Shoretel truly makes the communication process easier

2015-05-21

Pros

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.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Likelihood to recommend

8/10

Recommendations to others considering MiCloud Connect

Recognize that there will be growing pains on some of the useful features like IM.

Source: Software Advice
Helpful?   Yes   No
Read more
Joshua B.

Functional

2018-03-19

Pros

The ability to track my calls, both incoming and outgoing as well as manage my voice messages digitally.

Cons

It would also be nice to have more export options - both in information available and file types.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Chris E.

Great phone system and management tools

2019-04-11

Great solution for dispersed call centers with complex organization.

Pros

Great all around flexible phone system, enables many of our trusted call center associated to work remotely and yet still be tied into the main platform.

Cons

Hard to pull the data out as the instance is localized inside our firewall, making it difficult to grant access to some but not all departments using the tool.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Yes   No
Read more
Anonymous
(Financial Services company, 51-200 employees)

CS Manager

2018-12-19

Pros

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.

Cons

Looking at the average call times is usually 15 minutes behind.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Kenneth Hooper

Shoretel Communicator App 'just right'

2014-07-16

Transfers, Conference Calls, Voice Mail, Park and Unpark, Page and Intercom, Instant Message and employee telephone status are all a single click away.

Source: GetApp
Helpful?   Yes   No
Read more
Andrew D.

Makes Calling People a Breeze

2019-03-19

I am able to work hands free when I'm on the phone now and can control everything from my computer.

Pros

I don't have to use any numbers on the phone to call people, I can just bring it up on a computer, type in a name, and click call.

Cons

While it is easy to make calls, setting up the Tools and Settings can be confusing.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Mike F.

ShoreTel Customer Review

2017-10-05

Overall ShoreTel has been a great product.

Pros

ShoreTel provides easy access and controls Call quality and clarity has been great Quite a few advanced functions

Cons

Some of the advanced admin features can be hard to find Compatibility with some wireless headsets Additional modes from the main screen

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
Read more
Rick J.

Convenient and easy to use

2014-09-02

Pros

I like the ability to receive messages via email, which means I can access from my phone or laptop anywhere.

Cons

The initial training was convoluted for such an intuitive product. The training caused an unnecessary Q&A session.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

10/10

Recommendations to others considering MiCloud Connect

Do your due diligence, and if you find a product that has a feature not offered by ShoreTel, check to see if it is available through ShoreTel.

Source: Software Advice
Helpful?   Yes   No
Read more
Chase L.

From the perspective of a Call Center Quality Assurance Specialist.

2017-11-14

If you are a business who is not concerned about Quality Assurance for their call center, or if cost is an immediate issue, then this is a great, affordable option for you with some awesome features (silent monitor, silent coaching, call barging) that some other business VOIP systems don't allow/offer (note: costs may be an issue right away, but it can be more costly to have to switch your businesses entire VOIP system later).

Pros

This product has a lot of great features that make it worthwhile to businesses: - the lowest price on the market (they guarantee the lowest price for their service) - option to "barge" calls (3-way the call without being transferred in) - option to silent monitor reps (monitor the reps with your phone on mute) - option to silent coach reps (talk to or coach your reps without the customer hearing) - see who is not on the phone, on a call, or has their phone set to do not disturb/busy/etc.

Cons

Mono recordings for calls; this is especially limiting for my job function (Call Center Quality Assurance), as to transcribe conversations you need dual stereo recordings to be able to differentiate your customer service rep from the consumer/customer.

Rating breakdown

Value for money
Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Software Advice
Helpful?   Yes   No
Read more
Anonymous
(Health, Wellness and Fitness company, 501-1000 employees)

It Works

2021-03-09

This allows me to keep using my office phone number while working remotely.

Pros

For example, call routing, contacts, voicemails, etc.

Cons

I'm struggling to find a negative, but if I had to pick something I would say I wish there were more integrations available.

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more