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Mitel

Ontario, Canada
Mitel has 40 years of experience in business communication. With over 60 million users in 100 countries, it is...
1972
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90%
Recommend It
48
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I advertise my business on several…

I advertise my business on several online cites. When someone calls the number listed on the websites, it gets routed to my phone via Mitel. Mitel is the second line on my phone. All business calls routed via Mitel have a designated four number code attached at the end of the incoming call number. The four digit code at the end of the number alerts me that this is not a personal call, but a business call. So helpful in managing my personal life with business–all on the same cell phone!

I advertise my business on several online cites. When someone calls the number listed on the websites, it gets routed to my phone via Mitel. Mitel is the second line on my phone. All business calls routed via Mitel have a designated four number code attached at the end of the incoming call number. The four digit code at the end of the number alerts me that this is not a personal call, but a business call. So helpful in managing my personal life with business–all on the same cell phone!

Pros: None.
Cons: None.

Mitel offers a great product for…

Mitel offers a great product for our call center. The phone lines are reliable and any issues we had at the outset were taken care of within minutes of contacting customer service. It lowered our cost by around $200 – $3oo a month vs other providers. There is minimal delay on the phones. Very happy would definitely recommend them for your phone service.

Mitel offers a great product for our call center. The phone lines are reliable and any issues we had at the outset were taken care of within minutes of contacting customer service. It lowered our cost by around $200 – $3oo a month vs other providers. There is minimal delay on the phones. Very happy would definitely recommend them for your phone service.

Pros: affordable, reliable, great customer service.
Cons: if your internet goes down so does your phone line.

Medical office with very old Mitel …

Medical office with very old Mitel hard wired phone system. They charged as much as a new system to repair a 15 year system. They installed a used $200 , 10 year old board and charged $800. They would not negotiate, leaving us with a partially working phone system instead of helping us with a new system. NEVER let Mitel work on an out-of-warranty system!! Buyer Beware!

Medical office with very old Mitel hard wired phone system. They charged as much as a new system to repair a 15 year system. They installed a used $200 , 10 year old board and charged $800. They would not negotiate, leaving us with a partially working phone system instead of helping us with a new system.
NEVER let Mitel work on an out-of-warranty system!!
Buyer Beware!

Pros: Prompt response for lighting struck phone system.
Cons: Very poor customer service.

Start have problem after…

Start have problem after one-month internet usage, someone hack to our internet and use our data. We try to solve from Mitel but they never willing to change the password or IP address. All they told us is to turn off the modern, but still not helping at all. The only way is to turn off and unplug it, which this is not the right way to solve the problem. So we have to cancel it, but they are not willing to give any credit for the last three months and want to charge us the termination. 95% of call from agent never get a response back from upper management. All they do is call back and ask us to pay the bill without any help or support at all.

Start have problem after one-month internet usage, someone hack to our internet and use our data. We try to solve from Mitel but they never willing to change the password or IP address. All they told us is to turn off the modern, but still not helping at all. The only way is to turn off and unplug it, which this is not the right way to solve the problem. So we have to cancel it, but they are not willing to give any credit for the last three months and want to charge us the termination. 95% of call from agent never get a response back from upper management. All they do is call back and ask us to pay the bill without any help or support at all.

Pros: pice.
Cons: internet speed on and off.

Save yourself a lot of grief…

Save yourself a lot of grief and look elsewhere for a VOIP Provider!!!

Save yourself a lot of grief and look elsewhere for a VOIP Provider!!!

Pros: None.
Cons: Way too many to list!.
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Provider Overview

Mitel has 40 years of experience in business communication. With over 60 million users in 100 countries, it is one of the top Contact Center and hosted communications providers. A global company, the Ottowa, Canada-based Mitel is the number one market share leader in Europe, the Middle East, and Africa. Mitel manages to keep up with current technological trends while always listening to their customers’ needs.

Mitel offers an impressive portfolio of hosted services, including enterprise-quality VoIP, collaboration platforms, and contact centers. They also offer business-centered 4G mobile plans and reliable VoIP phones and accessories.

Most Popular Contact Center Plan:
MiContact Center Enterprise Edition (price quote available upon request)
– Historical reporting and management tools
– Real-time status updates
– Call accounting
– Drag-and-drop GUI dashboard
– Multiple contact points, including email, chat, and social media
– Quality monitoring
– Call Recording
– Outbound dialing
– Campaign Management
– Customer Relationship Management (CRM) integration

Contact Center Solution Core Features:
– Interactive Voice Response (IVR)
– Customer Relationship Management (CRM) integration
– Agent Hotdesking
– Work at Home / Remote Agents
– Silent Whisper / coaching
– Agent forecast and scheduling
– Real-time business reporting in statistics and graphs
– More than 12 languages supported
– Workforce Management
– Quality Monitoring and Call Recording
– Outbound Dialing and Campaign Management
– Presence and Chat Engines
– Social Media Monitoring
– Hunt / Ring group reporting showing activity and performance indicators
– Agent alarms against wrap-up, free, not available, etc.
– Forecasting statistics
– DND status reporting
– Supervisory call monitoring and control with options to answer, transfer, steal, and disconnect employee calls
– Audible and visible alarm conditions

All Available Plans & Services:

  • MiContact Center Office Edition Connection Assistant Package: 
    Designed for small offices with Enterprise-level features
    – Enhanced supervisor control to monitor and interact with agents
    – Automated dialing
    – Screen Pops
    – Microsoft Outlook integration
    – ACT! by Sage integration
    – Telemagic integration
    – Maximizer integration
    – GoldMine integration
    – Microsoft Access integration
    – Hunt/ring group-based routing
    – Longest idle call routing
    – Screen pops with product information and data management (PIM) integration
    – Call control
    – MiContact Center Office Reporter Pro to deliver historical and real-time management reporting
    – Alarms and other actions based on agent conditions
    – Call recording
    – Search call history based on recordings
    – Intelligent Router (premium option) to change call routing parameters in real time
    – Media Blending (premium option) to route email/fax/SMS as email directly to agents.
  • MiContact Center Office Edition CallViewer Package: 
    Designed for small offices with Enterprise-level features
    – All Connection Assistant features
    – Additional PIM databases
    – Increased number of control features including Do Not Disturb (DND)
  • MiContact Center Enterprise Edition: 
    Designed for sophisticated contact centers of all sizes
    – Capable of scaling from a single contact center site to distributed multi-site virtual contact centers with remote agents
    – Historical reporting and management tools
    – Real-time status updates
    – Call accounting
    – Drag-and-drop dashboard
    – Multiple contact points, including email, chat, and social media
    – Workforce Management
    – Quality Monitoring and Call Recording
    – Outbound Dialing and Campaign Management
    – Customer Relationship Management (CRM) integration
  • MiContact Center Business Edition: 
    Designed for single-site contact members with 50 or fewer agents
    – Intelligent advanced call routing options
    – Drag-and-drop dashboard
    – Historical reporting and management tools
    – Consolidated agent and queue management
    – Multiple contact points, including email, chat, and social media
    – Interactive voice response (IVR)
    – Support for remote assistants
    – Customer Relationship Management (CRM) integration
    – Workforce Management
    – Call Recording
    – Outbound Dialing and Campaign Management
    – Presence and Chat Engines
  • MiVoice Office 250: 
    Designed for small and medium sized businesses
    – On-premise solution
    – Unified Voice Messaging
    – Automated Attendant
    – Meet-Me Conferencing
    – Automatic Call Distribution
    – Hot Desking
    – Twinning
    – Mobile Hand-Off
    – Teleworking
    – Reporting
  • MiVoice Office 400 series:
    – MiVoice Office 415: designed for 2 to 12 users
    – MiVoice Office 430: designed for 6 to 50 users
    – MiVoice Office 470: designed for 20 to 400 users
    Includes:
    – On-premise solution
    – Can be used as single nodes or in a transparent network reaching up to 40 sites and 600 users
    – Compatible with IP phones and PSTN gateways
    – SIP standard
    – Hospitality package, optimized for hotels, available
  • MiVoice Business: 
    Designed for businesses from 5 to 65,000 users
    – Single-site or multi-site
    – Select answer point from up to eight different devices or numbers
    – Hot desking
    – Unified messaging
    – Web-based management
    – Standards-based architecture
  • MiCloud Business: 
    Designed for small and medium sized business
    – Hosted VoIP solution
    – Monthly subscription
    – Scalable
  • MiCloud Enterprise:
    Designed for large companies with greater than 250 users
    – Hosted VoIP solution
    – Monthly subscription
    – Scalable

Help & Support Options:
– Training available on-site in US and Canada
– Mitel Support 800-722-1301
– Endpoint Support 800-574-1611
– Live chat support available
– Customer support provided by authorized partners

Awards & Recognitions:
– Frost & Sullivan Product Line Strategy Leadership Award, 2014
– TMCLabs Innovation Award, 2006
– Internet Telephone Product of the Year, 2005
– Clients include: The Make-A-Wish Foundation, Starwood Hotels and Resorts, Rock and Roll Hall of Fame, Swanson Health, Carleton University, National Joint Power Alliance.

Editor’s Bottom Line:
Although they aren’t a household name in the U.S., Mitel has a worldwide network that can match any American-based company. Mitel eschews marketing hype, instead relying on channel partners to give customers a complete solution.

Mitel keeps their ear to the ground when it comes to customer needs. They constantly run focus groups and monitor social media to better understand what their clients want. Although they are well known for developing their own hardware, Mitel has begun to focus on BYOD and also browser-based platforms. By keeping their software OS-agnostic, they have expanded their potential customer base.

Mitel Recent Awards:
– Mitel Wins ‘NFV Innovation of the Year’ Award
– Frost & Sullivan Confers Product Line Strategy Leadership Award on Mitel for its Hosted IP Telephony and UCC Solutions Portfolio

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