MiCloud Connect (formerly known as ShoreTel) is an all-in-one cloud phone solution that offers a range of products covering a business phone system, VoIP, cloud PBX, hosted contact center and unified communications. A number of optional add-on features are also available for conferencing, automated operator services, calling, business intelligence and more. The solution’s hosted contact center offers all the functionality expected of such an app, such as ACD skills-based routing, hold options, call recording, agent monitoring and business performance reporting. This product integrates with the enterprise phone system product allowing employees outside of the call center to answer agent calls. This integration also ensures that all call data and customer interactions are recorded in one single system. Pop-up windows show agents all relevant information about the caller and the call, with the ability to add custom fields and notes.
MICLOUD CONNECT – TUTORIAL
Let’s take a look at the features of this call recording software:
MICLOUD CONNECT – FEATURES
- Conferencing: audio and video conferencing with screen sharing, agenda tracker and one-click access button
- Mobile apps: available for PC, Mac, iOS and Android
- Participant management: add participants, mute all or loud people, and raise your hand to minimize conversations over each other
- Contacts: view contacts and group them into groups or add them to favorites for quick dialing
- Recent calls: view recent and missed calls and quickly answer a call with a single click
- Call management: route calls by presence such as available, in meeting, on vacation, or personalized
- Voicemail: quickly access your voicemails with one-click functionality or have them transcribed and sent to your email
- Call recording: record all calls with “Always-On” call recording for compliance purposes or allow users to record calls as required with “On-Demand” call recording
- Forwarding: forward calls when the lines are busy or after a missed call to an internal or external number
- Paging: search for an extension, group or by priority.
Conclusion
MiCloud Connect is a call recording software that is highly configurable with the ability to decipher queuing rules, agent and supervisor permissions, call workflows, evaluation forms and more.
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| Usability: 8.5 /10 | Speed: 9 /10 | Features: 9 /10 | Support: 8 /10 | Pricing: 7 /10 |
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