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
52%
Recommend It
130
User Reviews
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worst customer service ever. they have…

worst customer service ever. they have been unable to invoice me, and cut off my business phones for nonpayment. i’ve been trying for 5 months to get them to email me invoices, i’ve created 5 ticket, wasted at least 7 hours, had phone calls, still nothing. they just close tickets and can’t even update an email address, for FIVE MONTHS. it’s insane, it’ll drive you crazy. this company is horrible.

worst customer service ever. they have been unable to invoice me, and cut off my business phones for nonpayment. i’ve been trying for 5 months to get them to email me invoices, i’ve created 5 ticket, wasted at least 7 hours, had phone calls, still nothing. they just close tickets and can’t even update an email address, for FIVE MONTHS. it’s insane, it’ll drive you crazy. this company is horrible.

Pros: None.
Cons: not functional.
Would Recommend: No

If it worked as it should, this would…

If it worked as it should, this would be a great app and resource for working remote. However, it is constantly dropping calls/signal, or there’s a bad connection – hesitates, skips, can’t hear the other person…constantly having to sign back in to see if connects better… so frustrating and makes it difficult to work well. It’s not a good choice in the current way it is working. I would not recommend this at this time to anyone.

If it worked as it should, this would be a great app and resource for working remote. However, it is constantly dropping calls/signal, or there’s a bad connection – hesitates, skips, can’t hear the other person…constantly having to sign back in to see if connects better… so frustrating and makes it difficult to work well. It’s not a good choice in the current way it is working. I would not recommend this at this time to anyone.

Pros: Could be great resource if worked p.
Cons: Dropped calls, dropped signal, bad phone connections.
Would Recommend: No

In a busy work place a reliable phone…

In a busy work place a reliable phone system is a huge need. Sad to say, this system is the apocalypse of phones. Calls are dropped, people get stuck in a perpetual abyss and picking them up in the first place requires more work than technology should allow. Simple, reliable and dependable is not this system. Work orders put in fail to make it better. I have never in my 21 years of using phones have experienced a hell like this….Buyers be warned.

In a busy work place a reliable phone system is a huge need. Sad to say, this system is the apocalypse of phones. Calls are dropped, people get stuck in a perpetual abyss and picking them up in the first place requires more work than technology should allow. Simple, reliable and dependable is not this system. Work orders put in fail to make it better. I have never in my 21 years of using phones have experienced a hell like this….Buyers be warned.

Pros: Bells and whistles.
Cons: That don't work.
Would Recommend: No

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
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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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