MiCloud Connect

Cloud phone system & contact center software & services

About MiCloud Connect

ShoreTel is an all-in-one telephony cloud solution that offers a range of products covering a business phone system, VoIP, cloud PBX, hosted contact center, and unified communications. There are also a number of optional add-on features for conferencing, automated attendant services, calling, business intelligence, and more. All products and add-ons can be integrated together for additional capability.

ShoreTel's hosted contect center offers all of the expected features of an app of this nature, such as ACD skills-based routing, hold options, call recording, agent monitoring, and business performance reporting. This product integrates with the business phone system product enabling employees outside of the call center to take calls from agents. This integration also ensures all call data and customer interactions are recorded and logged in one system.

ShoreTel offers a highly configurable solution with the ability to decipher queuing rules, agent & supervisor permissions, call work flows, evaluation forms, and more. You can also decide on the type of hold treatment you'd like to implement, uploading audio files to an audio library for use during hold treatment. Screen pops show agents all relevant caller and call information, with the ability to add custom fields and notes. ShoreTel also integrates with Salesforce to sync call center data with accounts.

Key benefits of MiCloud Connect

  • ShoreTel lets you integrate your business phone system with your cloud call center offering click-to-dial functionality, inbound screen pops, automated call records, and more.

  • Choose to add a contact center agent license to any ShoreTel phone profile to allow any employee to become part of the call center queue, improving service during busy periods.

  • ShoreTel offers all of the expected cloud call center features such as ACD, prioritized skills routing, configurable hold options, call recording and audio files.

  • Utilize a range of queue properties such as priority queueing, timeout escalation, recording, automated wrap-up time, routing algorithm types, service levels and whisper announcements of incoming calls.

  • See a set of live dashboards that can be connected to a PC or TV to be used as a "wallboard". Analyze real-time performance data to improve service levels and recognize potential problems.

  • Devices

    Business size

    S M L

    Images

    Recording calls in ShoreTel contect center
    ShoreTel contect center dashboard
    View 3 more
    MiCloud Connect screenshot: Recording calls in ShoreTel contect center MiCloud Connect screenshot: ShoreTel contect center dashboard

    Features

    Total features of MiCloud Connect: 50

    • API
    • Access Controls/Permissions
    • Activity Tracking
    • Alerts / Escalation
    • Archiving & Retention
    • Audio / Video Conferencing
    • Automatic Lead Distribution
    • Call Center Management
    • Call Conferencing
    • Call List Management
    • Call Monitoring
    • Call Routing
    • Call Tracking
    • Call Transfer
    • Caller ID
    • Chat/Messaging
    • Collaboration Tools
    • Computer Telephony Integration
    • Conferencing
    • Contact Management
    • Customer Activity Tracking
    • Dashboard Creation
    • Distribution Management
    • Email Management
    • Employee Database
    • Help Desk Management
    • IVR / Voice Recognition
    • Lead Distribution
    • Live Chat
    • Manual Dialer
    • Mobile Access
    • On-Demand Recording
    • Predictive Dialer
    • Prioritization
    • Queue Management
    • Real Time Data
    • Real-Time Chat
    • Remote Access/Control
    • Reporting & Statistics
    • Reporting/Analytics
    • Role-Based Permissions
    • SSL Security
    • Screen Sharing
    • Two-Way Audio & Video
    • Video Call Recording
    • Video Conferencing
    • Visual Analytics
    • VoIP
    • VoIP Connection
    • Voice Mail

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    Reviews

    Overall rating

    4,2 /5
    (246)
    Value for Money
    3,8/5
    Features
    4,2/5
    Ease of Use
    4,2/5
    Customer Support
    4/5

    Already have MiCloud Connect?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 246
    Julie G.
    Overall rating
    • Industry: Law Practice
    • Company size: 201-500 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 8.0 /10

    Everything I need.

    Reviewed on 2019/02/01

    I'd say we've had a seamless integration of ShortTel at our firm. I love the added features and how...

    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.

    Shae J.
    Overall rating
    • Industry: Computer Software
    • Company size: 51-200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 7.0 /10

    Complex Implementation - Low Key Day-to-Day Maintenance

    Reviewed on 2018/12/12

    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.

    Verified Reviewer
    Overall rating
    • Industry: Health, Wellness & Fitness
    • Company size: 501-1 000 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Ease of Use
    • Customer Support
    • Likelihood to recommend 8.0 /10

    It Works

    Reviewed on 2021/03/09

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

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

    Pros

    What can I say. This is a straightforward softphone solution allowing me to work remotely. It is simple enough to customize to my needs. 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. E.g. integrations with Zoom. This may be possible and just not configured.. I don'tknow.

    Natalie G.
    Overall rating
    • Industry: Philanthropy
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 8.0 /10

    Shoretel truly makes the communication process easier

    Reviewed on 2015/05/21

    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.

    Patricia P.
    Overall rating
    • Industry: Architecture & Planning
    • Company size: 11-50 Employees
    • Used Weekly for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 7.0 /10

    Great for phone portability

    Reviewed on 2021/02/04

    Allows us to work remotely without loosing the ability for our clients to contact us via our office...

    Allows us to work remotely without loosing the ability for our clients to contact us via our office phones

    Pros

    This software has enabled our office to work remotely during the pandemic and to remain productive. We can forward our desk phones to our cell phones and it is transparent. When someone calls our desk phone they have no idea they are ringing our cell phones

    Cons

    It is a little unstable at times. Also their direct company support is sorely lacking. I have tried to chat several times and either the agents don't know how to solve the problem or I keep getting kicked off the chat.

    Showing 5 reviews of 246 Read all reviews

    MiCloud Connect FAQs

    Below are some frequently asked questions for MiCloud Connect.

    MiCloud Connect offers the following pricing plans:

    • Starting from:
    • Pricing model: Subscription
    • Free Trial: Not Available

    ShoreTel offers tailored pricing to meet your needs. Contact ShoreTel to get a quote.

    We do not have any information about MiCloud Connect features

    MiCloud Connect has the following typical customers:

    51-200, 201-500, 501-1 000, 1 001+

    We do not have any information about what languages MiCloud Connect supports

    MiCloud Connect supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    We do not have any information about what integrations MiCloud Connect has

    MiCloud Connect offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

    Related categories

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