Overall
3.3
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Mitel

Mitel Verified Reviews & Ratings

Ontario, Canada
Based in Ontario, Canada and with 45 years of experience in business communications, Mitel offers an impressive portfolio of...
1972
Year Founded
50%
Recommend It
103
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Terrible customer service and user…

Terrible customer service and user interface that looks like its from 1992. All i want is some phones, we had an old Mitel system that stopped working so we got a new one, and I wish I’d gone with someone else. They’ve been sending the invoices to a random employee at our company instead of our accounts payable, so the bills didn’t get paid so they shut our phones down during a business day. It took us half the day to get in contact with someone to find out why. Then we paid the bill and got it turned back on so we could continue operating as a business. They promise they’ve fixed the billing. Next month, i get an email forwarded from that employee again, they’re still sending it to the wrong person. I have to call and wait an hour to speak with a person who assures me they’ve updated it . . . again. I ask them to send me the invoice so i can prove it so they don’t cut off our phones again, and they are unable to do that. Here’s to hoping they got it right. I have no idea why a company would make it so difficult to collect money. Worse customer service than Charter and AT&T combined.

Terrible customer service and user interface that looks like its from 1992. All i want is some phones, we had an old Mitel system that stopped working so we got a new one, and I wish I’d gone with someone else.
They’ve been sending the invoices to a random employee at our company instead of our accounts payable, so the bills didn’t get paid so they shut our phones down during a business day. It took us half the day to get in contact with someone to find out why. Then we paid the bill and got it turned back on so we could continue operating as a business. They promise they’ve fixed the billing. Next month, i get an email forwarded from that employee again, they’re still sending it to the wrong person. I have to call and wait an hour to speak with a person who assures me they’ve updated it . . . again. I ask them to send me the invoice so i can prove it so they don’t cut off our phones again, and they are unable to do that. Here’s to hoping they got it right. I have no idea why a company would make it so difficult to collect money. Worse customer service than Charter and AT&T combined.

Would Recommend: No

We’re 3-5 months on this system. WE…

We’re 3-5 months on this system. WE STILL DON’T HAVE THE PRODUCT WE WERE “SOLD”! They turned us over to support before having the installation “complete”. Now they want to add a new device to our network and recommend we have our network reconfigured JUST TO PAGE A LOUD SPEAKER! DO NOT LET THEM TURN YOU OVER TO SUPPORT UNTIL YOU ARE FULLY FUNCTIONAL. This system might be fine if you had everybody working from home… but it’s not a system for a business that has people who come to work! AND WE STILL CAN’T PAGE!!!! We paid somebody to install their system… They will not give us the information we need. “They’re not allowed to give us the IP address we need to connect to”. They need us to cut on DHCP on this additional device… It hands out IP addresses AND overwrites the FIREWALL!!! AWFUL

We’re 3-5 months on this system. WE STILL DON’T HAVE THE PRODUCT WE WERE “SOLD”! They turned us over to support before having the installation “complete”. Now they want to add a new device to our network and recommend we have our network reconfigured JUST TO PAGE A LOUD SPEAKER! DO NOT LET THEM TURN YOU OVER TO SUPPORT UNTIL YOU ARE FULLY FUNCTIONAL. This system might be fine if you had everybody working from home… but it’s not a system for a business that has people who come to work! AND WE STILL CAN’T PAGE!!!! We paid somebody to install their system… They will not give us the information we need. “They’re not allowed to give us the IP address we need to connect to”. They need us to cut on DHCP on this additional device… It hands out IP addresses AND overwrites the FIREWALL!!! AWFUL

Pros: Seems easy... If it woekd completely as promised, I'd be happy.
Cons: DOESN'T WORK! Installation NOT COMPLETE.
Would Recommend: No

Run like the wind! Once you are signed…

Run like the wind! Once you are signed up with Mitel it is extremely difficult to break free. Read the fine print of your contract. I am still trying to get a refund from November 2020, it is March 2021! Not to mention the fact that they are extremely overpriced, do you due diligence and search for another carrier. We switched to Vonage and have been much happier and a lot more features, not to mention a reasonable price!

Run like the wind! Once you are signed up with Mitel it is extremely difficult to break free. Read the fine print of your contract. I am still trying to get a refund from November 2020, it is March 2021! Not to mention the fact that they are extremely overpriced, do you due diligence and search for another carrier. We switched to Vonage and have been much happier and a lot more features, not to mention a reasonable price!

Pros: It works.
Cons: Support, Follow Up,Price.
Would Recommend: No

From the moment Mitel took over…

From the moment Mitel took over ShoreTel things went down hill. Customer service was slow and then mediocre at best. Additionally the portal used to obtain your bill among other things kept locking me out. We decide to change companies and now they will not call me back as I was promised to “settle our account”. They are basically stopping me from cancelling. And of course I am locked out of the portal. I cannot even change my password to gain access. It says “cannot reach your mailbox”, but they sent me an email saying to pay my bill, but cant get into the portal to retrieve my bill. I have pictures to prove all of this. I have been trying to cancel for 2 weeks. Horrible, horrible, horrible service.

From the moment Mitel took over ShoreTel things went down hill. Customer service was slow and then mediocre at best. Additionally the portal used to obtain your bill among other things kept locking me out. We decide to change companies and now they will not call me back as I was promised to “settle our account”. They are basically stopping me from cancelling. And of course I am locked out of the portal. I cannot even change my password to gain access. It says “cannot reach your mailbox”, but they sent me an email saying to pay my bill, but cant get into the portal to retrieve my bill. I have pictures to prove all of this. I have been trying to cancel for 2 weeks. Horrible, horrible, horrible service.

Pros: None.
Cons: Terrible customer service.
Would Recommend: No

I’m extremely please with our Mitel…

I’m extremely please with our Mitel system, as are our end-user! From design, to implementation to day-to-day management, it’s been seamless. The Mitel team has been professional, understanding and accommodating, always willing to listen to our suggestions or concerns and adjust accorindly. I’ve worked with many phones systems over the years, Mitel hands down has been the best!

I’m extremely please with our Mitel system, as are our end-user! From design, to implementation to day-to-day management, it’s been seamless. The Mitel team has been professional, understanding and accommodating, always willing to listen to our suggestions or concerns and adjust accorindly. I’ve worked with many phones systems over the years, Mitel hands down has been the best!

Pros: Pricing and flexibility.
Cons: None.
Would Recommend: Yes

I have over 30 years of interactions…

I have over 30 years of interactions with various providers and I find Mitel to b hands down the best. I think many people who have a bad experience are using cloud based voice and the trouble is the network connections. Many people dont understand the relationship and blame the phones. That appears to be the case in most of the posts I see below

I have over 30 years of interactions with various providers and I find Mitel to b hands down the best. I think many people who have a bad experience are using cloud based voice and the trouble is the network connections. Many people dont understand the relationship and blame the phones. That appears to be the case in most of the posts I see below

Pros: Great price and highly scalable.
Cons: none.
Would Recommend: Yes

I am a vendor reseller for this product…

I am a vendor reseller for this product line. Specifically referring to the MiVoice Business Platform, configuration is very confusing and time consuming. Cloud providers platforms are waaayyy easier to setup. The MiVB is still reliant on 25+ year old ways of programming their platform. So related to that, attempting to troubleshooot takes at least 2-3 times longer than any other product I have had to work on. Also the reliability of that platform is sketchy. Seems to constantly have odd issues. Now overall Mitel vendor support. This is by far the worst support to ever exist in all time. Opening online tickets never get a response unless you constantly hound them. When calling in, they will tell you they will get back to you while they look into something and never do. And my biggest pet peave is that they outsource most of their support out of India, or Jupiter, or some other far off place. I’m fine with spreading your resources across the globe. But when I open a ticket, and some guy from India says I cant get back to him until tomorrow because his day is done at 12pm U.S. time, that sucks. I shouldnt have to be under the mercy on Mitel supports time for whatever is convenient for them. If youre going to provide support around the world, you need to be providing it within the business hours of the timezone I am calling in on. Its not fair that Mitel charges a premium cost for after hours software assurance support, yet they cant even support my business hours. And on top of all this, the MiVB platform and related training is one of the highest priced in the market.

I am a vendor reseller for this product line.

Specifically referring to the MiVoice Business Platform, configuration is very confusing and time consuming. Cloud providers platforms are waaayyy easier to setup. The MiVB is still reliant on 25+ year old ways of programming their platform. So related to that, attempting to troubleshooot takes at least 2-3 times longer than any other product I have had to work on. Also the reliability of that platform is sketchy. Seems to constantly have odd issues.

Now overall Mitel vendor support. This is by far the worst support to ever exist in all time. Opening online tickets never get a response unless you constantly hound them. When calling in, they will tell you they will get back to you while they look into something and never do. And my biggest pet peave is that they outsource most of their support out of India, or Jupiter, or some other far off place. I’m fine with spreading your resources across the globe. But when I open a ticket, and some guy from India says I cant get back to him until tomorrow because his day is done at 12pm U.S. time, that sucks. I shouldnt have to be under the mercy on Mitel supports time for whatever is convenient for them. If youre going to provide support around the world, you need to be providing it within the business hours of the timezone I am calling in on. Its not fair that Mitel charges a premium cost for after hours software assurance support, yet they cant even support my business hours.

And on top of all this, the MiVB platform and related training is one of the highest priced in the market.

Pros: Feature rich.
Cons: Configuration stinks. Poor support. Poor reliability.
Would Recommend: No

This is the absolute worst system I…

This is the absolute worst system I have ever used in my entire career. Every day we find a new problem with the MiCloud product, from terrible call quality and instability, to bugs galore like calls being routed seemingly at random to voicemail. I have had problems since day 1, from being put on an over-crowded virtual switch, to ~11% packet loss, to random bugs like their mobility app isn’t compatible with their huntgroups!! Just today, I have had clients call in and get routed to a custom schedule voicemail that hasn’t been used in three months. While on the phone with a Mitel rep he even remarked at how poor my connection was. Their trust portal is a joke. They don’t update the uptime accurately, the service issues are vague (actual quote from 3/29/2020: “We are experiencing technical a difficulty that may impact some customers. We are working on it with urgency and will provide the update in the trust site within an hour”) with no information at all. The admin portal is a joke. Just moving around to locate something takes forever. User accounts get locked weekly. The only way to unlock is to change their username, save, then change it back! Their app and Outlook add-in constantly prompts for users to log back in. Speaking of, their video conferencing solution (via “SmartLeaf”) isn’t OAuth2.0 compatible. So, if you’re on Office365 and have a halfway descent IT department, you will be unable to use it, since their login method for it requires BASIC AUTHENTICATION. Microsoft will be turning that off GLOBALLY by 10/2020. Their own support reps told me to use someone else’s product! Their partners are near a mutiny. The partner we used to move to this is beside themselves with the issues and lack of response. My rep just told a Mitel exec (with me on the phone) that after all this he won’t be selling the product anymore. PLEASE AVOID THIS PLATFORM. We are jumping ship as soon as this pandemic subsides. I don’t know what to, but anything has to be better than this dumpster fire.

This is the absolute worst system I have ever used in my entire career. Every day we find a new problem with the MiCloud product, from terrible call quality and instability, to bugs galore like calls being routed seemingly at random to voicemail. I have had problems since day 1, from being put on an over-crowded virtual switch, to ~11% packet loss, to random bugs like their mobility app isn’t compatible with their huntgroups!! Just today, I have had clients call in and get routed to a custom schedule voicemail that hasn’t been used in three months. While on the phone with a Mitel rep he even remarked at how poor my connection was. Their trust portal is a joke. They don’t update the uptime accurately, the service issues are vague (actual quote from 3/29/2020: “We are experiencing technical a difficulty that may impact some customers. We are working on it with urgency and will provide the update in the trust site within an hour”) with no information at all. The admin portal is a joke. Just moving around to locate something takes forever. User accounts get locked weekly. The only way to unlock is to change their username, save, then change it back! Their app and Outlook add-in constantly prompts for users to log back in. Speaking of, their video conferencing solution (via “SmartLeaf”) isn’t OAuth2.0 compatible. So, if you’re on Office365 and have a halfway descent IT department, you will be unable to use it, since their login method for it requires BASIC AUTHENTICATION. Microsoft will be turning that off GLOBALLY by 10/2020. Their own support reps told me to use someone else’s product!

Their partners are near a mutiny. The partner we used to move to this is beside themselves with the issues and lack of response. My rep just told a Mitel exec (with me on the phone) that after all this he won’t be selling the product anymore.

PLEASE AVOID THIS PLATFORM. We are jumping ship as soon as this pandemic subsides. I don’t know what to, but anything has to be better than this dumpster fire.

Pros: None.
Cons: All.
Would Recommend: No

In our 1 year of service we have had…

In our 1 year of service we have had with Mitel so far, they have had multiple outages and service down time that has affected our business severely. When brought to Mitel’s attention that they had not followed their SLA in our contract, they wanted to continue to fight with us when we tried to exit our contract based on those stats. The Customer Service Manager, continued to miss our scheduled phone calls and ignored emails. Yet Mitel was not concerned. Luckily, we will be leaving Mitel for a better VoIP provider. I would never go with Mitel again or ever recommend their services.

In our 1 year of service we have had with Mitel so far, they have had multiple outages and service down time that has affected our business severely. When brought to Mitel’s attention that they had not followed their SLA in our contract, they wanted to continue to fight with us when we tried to exit our contract based on those stats. The Customer Service Manager, continued to miss our scheduled phone calls and ignored emails. Yet Mitel was not concerned. Luckily, we will be leaving Mitel for a better VoIP provider. I would never go with Mitel again or ever recommend their services.

Pros: None.
Cons: Lots of Service Downtime and Interruptions, Poor Customer Service and Tech Support.
Would Recommend: No

Our company had a three year contract…

Our company had a three year contract with Mitel. After months of spotty service and products that did not have all the features promised, we became frustrated. Then, our bills each month started increasing by hundreds of dollars. We could not get in touch with anyone about this to find out the reasons, the line items were vague. Their customer service line is horrible, and their representatives do not answer their personal phones, nor do they return calls. Finally, after so many issues and terrible service, we terminated our contract early. It was a huge mistake to use this company and we do not recommend anyone to do so. We have another phone provider lined up whose services are better at a fraction of the price.

Our company had a three year contract with Mitel. After months of spotty service and products that did not have all the features promised, we became frustrated. Then, our bills each month started increasing by hundreds of dollars. We could not get in touch with anyone about this to find out the reasons, the line items were vague. Their customer service line is horrible, and their representatives do not answer their personal phones, nor do they return calls. Finally, after so many issues and terrible service, we terminated our contract early. It was a huge mistake to use this company and we do not recommend anyone to do so. We have another phone provider lined up whose services are better at a fraction of the price.

Would Recommend: No
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Provider Overview

Based in Ontario, Canada and with 45 years of experience in business communications, Mitel offers an impressive portfolio of cloud-based solutions available around the world. Ranked as #1 in UC Market Share in Europe and #2 in UCaaS Market Share Worldwide, Mitel powers more than two billion business connections in nearly 100 countries with our cloud, enterprise, and next-gen applications.

Throughout our 45 years of industry leadership, innovation has been core to Mitel’s DNA – helping to continuously evolve to meet customer needs and drive the industry forward. That passion has led to significant company growth and ongoing recognition of their solutions by industry experts. 

Today, Mitel is a global market leader in business communications, powering more than two billion business connections with their cloud, enterprise, and next-gen collaboration applications. With more than 70 million users in nearly 100 countries, Mitel is the only company that wakes up every day exclusively focused on helping customers take their communications from where they are today to where they expect them to be.

 

Mitel Solutions and Features

 

No matter if you have a small, mid-size or enterprise business, Mitel offers a variety of platforms in Unified Communications, VoIP, Contact Center, Collaboration, Cloud Communications, Mobility, Unified Messaging, Virtualization and UCaaS, in order to find the best fit for your company in a variety of locations around the world. 

 

MiCloud Connect

  • Support for hybrid/remote working, cross-platform chat (Teamwork)
  • Secure and flexible cloud phone services and unified communications
  • Collaboration features to enhance productivity
  • Robust remote working support
  • Enhanced customer experience tools
  • Global reach
  • Enterprise-grade VoIP phone service
  • Instant messaging – cross-platform (Desktop, Mobile)
  • Audio and Web Conferencing
  • Multi-point Video
  • Global Numbers available
  • Mitel Connect Contact Center
  • Enterprise-class Security
  • Disaster recovery service and emergency notifications
  • Improved business intelligence with integrations

– Salesforce

       – MS Teams

       – NetSuite

       – Chrome

       – Reach out for full list of integrations

  • Self-Service for organizations under 25 seats (own your onboarding timeline)

 

MiCloud Flex

  • Unified, Mission-critical private cloud communications solution  
  • Designed for enterprises of all sizes  
  • Hosted Unified Communications as a Service   
  • Real-time video conferencing and collaboration   
  • Integrated advanced omnichannel contact center  
  • Integrations and customization with business tools   
  •  Single communications portal available on desktop or mobile devices   
  • Voice, email, text, and chat from any device   
  • Local number portability   
  • Direct inward dialing  
  • Flexible SIP bundles   
  • Unified Messaging   
  • Multi auto attendant   
  • Advanced conferencing and collaboration tools   
  • Hybrid network solutions   
  • Mitel survivable gateways with local PRI bundles   
  • Instant messaging   
  • Teleworker support   
  • Dual mode handoff   
  • Single number reach  
  • Full control over updates and maintenance

 

Mitel Onsite Solutions 

If your organization is looking for a premise-based phone system, Mitel offers a variety of onsite solutions:

  • MiVoice Business
  • MiVoice Connect
  • MiVoice Office 400
  • MiVoice Border Gateway
  • MiVoice 5000
  • MiVoice MX-On

Learn about Mitel’s Onsite Solutions Here.

 

Editor’s Bottom Line of Mitel

 

Mitel offers cloud solutions for different sizes of businesses. Mitel’s MiCloud Connect, designed as a secure and flexible UCaaS (Unified Communications as a Service) solution, is a strong offering for small and mid-sized businesses (SMB) that are looking to transition from an on-premise or landline solution to a completely cloud-based platform. MiCloud Connect provides organizations with more than just Business VoIP, but also advanced collaboration features including web conferencing and instant messaging.

 

Mitel’s MiCloud Flex solution is designed for larger enterprise organizations that have a strong need for mission-critical communications. The MiCloud Flex platform extends beyond basic UC (Unified Communications) and adds even more advanced functionality like local number portability, direct inward dialing, flexible SIP bundles and even video conferencing. This platform can also be directly integrated with Mitel’s contact center solution, as well as hybrid network solutions. MiCloud Flex lives up to its name, and truly provides the flexibility and stability that a large-scale enterprise requires to keep the lights on and business running as usual.

 

Mitel is constantly listening to customers’ feedback and evolving their solutions to fit into those specific needs. With the flexibility provided by a cloud-based solution, any organization can find the right platform that will satisfy collaboration needs while remaining cost effective, and almost infinitely scalable. Mitel has routinely been recognized as a leading provider in the Unified Communications market, both domestically and globally. 

In 2020, Mitel was recognized with the Remote Tech Breakthrough Awards.

Screenshots
  • Mitel Operations Scheduler
    Mitel Operations Scheduler
  • Mitel IP Set Inventory
    Mitel IP Set Inventory
  • Mitel Inventory Report
    Mitel Inventory Report
  • Mitel Alarm Analytics
    Mitel Alarm Analytics
  • Mitel Messaging Dashboard
    Mitel Messaging Dashboard

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