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Mitel

Mitel Verified Reviews & Ratings

Ontario, Canada
With 45 years of experience in business communications, Mitel stands as a global market leader for cloud, enterprise and...
1972
Year Founded
58%
Recommend It
85
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I have had nothing but trouble with…

I have had nothing but trouble with Mitel since the very beginning. Trying to get support is like pulling teeth, at least 1 hr to try to fix issue after waiting for days to get a response usually. I can’t wait to be out of my contract! Service is spotty as well, dropped a lot more calls than expected and we’re on Fiber internet. Mobile app doesn’t work half of the time either. Great concepts but company lacks support & actual service/reliability of products offered.

I have had nothing but trouble with Mitel since the very beginning. Trying to get support is like pulling teeth, at least 1 hr to try to fix issue after waiting for days to get a response usually. I can’t wait to be out of my contract! Service is spotty as well, dropped a lot more calls than expected and we’re on Fiber internet. Mobile app doesn’t work half of the time either. Great concepts but company lacks support & actual service/reliability of products offered.

Would Recommend: No

The cost is high and the features are…

The cost is high and the features are limited. Their customer service is horrendous. When I attempted to cancel their service they told me to call our Manager, which is listed on web portal page. We sent out emails, left voicemails to the Mgr, Project Mgr, Sales for 2 mos and NEVER got a response.

The cost is high and the features are limited. Their customer service is horrendous. When I attempted to cancel their service they told me to call our Manager, which is listed on web portal page. We sent out emails, left voicemails to the Mgr, Project Mgr, Sales for 2 mos and NEVER got a response.

Would Recommend: No

Overall the Mitel phone service was…

Overall the Mitel phone service was unreliable! Their pricing is substantially higher than many other providers and with fewer features included in their basic user licenses. Mitel still bills at .04 per minute for inbound 800 numbers; our new provider and many others do not. Our new provider has US-based customer service and for a flat $15.00 per month (40% less than Mitel) we get twice as many features! If you need customer service, GOOD LUCK! If you enjoy frustrating conversations with people in India, Mitel is for you! Mitel is supposedly a high tech company, but just try to cancel your account! They bill via email, but to cancel your account you are forced to send a physical letter to their Reno address; WTF?

Overall the Mitel phone service was unreliable! Their pricing is substantially higher than many other providers and with fewer features included in their basic user licenses. Mitel still bills at .04 per minute for inbound 800 numbers; our new provider and many others do not. Our new provider has US-based customer service and for a flat $15.00 per month (40% less than Mitel) we get twice as many features! If you need customer service, GOOD LUCK! If you enjoy frustrating conversations with people in India, Mitel is for you! Mitel is supposedly a high tech company, but just try to cancel your account! They bill via email, but to cancel your account you are forced to send a physical letter to their Reno address; WTF?

Pros: Virtually none compared to other s.
Cons: Terrible customer service India.
Would Recommend: No

We inherited Mitel and could NOT wait…

We inherited Mitel and could NOT wait to be done with them. The customer service is TERRIBLE. You get pushed from one hold line to the next. There are 25 layers you have to go through to talk to a human, who then has to transfer you to someone else, just to go through it all again. When we called to cancel our account, we were told we had to send them a letter. Excuse me? We then asked to talk to a supervisor – we got transferred (of course) then ended up being passed around 20 times. We finally got someone that made it clear we should be transferred again, but she would deal with us. We then had to create a “ticket” to cancel our account. It seems they have a quota against cancellations and make it AS HARD AS POSSIBLE. I would NEVER use this company again.

We inherited Mitel and could NOT wait to be done with them. The customer service is TERRIBLE. You get pushed from one hold line to the next. There are 25 layers you have to go through to talk to a human, who then has to transfer you to someone else, just to go through it all again. When we called to cancel our account, we were told we had to send them a letter. Excuse me? We then asked to talk to a supervisor – we got transferred (of course) then ended up being passed around 20 times. We finally got someone that made it clear we should be transferred again, but she would deal with us. We then had to create a “ticket” to cancel our account. It seems they have a quota against cancellations and make it AS HARD AS POSSIBLE. I would NEVER use this company again.

Would Recommend: No

We have been a cloud customer for just…

We have been a cloud customer for just over 3 years. We started out as a Shoretel customer then became Mitle customers when Mitel bought Shortel. Althought we had a few issues with Shoretel, it, did work fairly realiabily. That all went away when Mitel acquired Shoretel. We rely heavily on thier Voicemail and Immediate Messaging. Both of these features have been problematic at the very best. Mitel makes changes to thier applications without notifying thier customers first. Thier support has bto be the worst in then telecom industry. According to thier website, thier support esponse times are supposed to be: Priority 1 cases – 1 hour respnse time, Priority 2 cases – 4hour response time, and, Priority 3 cases – 24 hour response time. This NEVER happens. Contacting Mitel Support is a joke. Calling support on the phone will have you on hold for hours if, it is answered at all. The majority of the time, thier chat is off line. When you try to bring these issue to the attention of your Mitel customer account manager, you are lucky to to get a response ithin a week much less that same day. Take if rom a soon to be ex-customer. Your money is better spent elsewhere.

We have been a cloud customer for just over 3 years. We started out as a Shoretel customer then became Mitle customers when Mitel bought Shortel. Althought we had a few issues with Shoretel, it, did work fairly realiabily. That all went away when Mitel acquired Shoretel. We rely heavily on thier Voicemail and Immediate Messaging. Both of these features have been problematic at the very best. Mitel makes changes to thier applications without notifying thier customers first. Thier support has bto be the worst in then telecom industry. According to thier website, thier support esponse times are supposed to be: Priority 1 cases – 1 hour respnse time, Priority 2 cases – 4hour response time, and, Priority 3 cases – 24 hour response time. This NEVER happens. Contacting Mitel Support is a joke. Calling support on the phone will have you on hold for hours if, it is answered at all. The majority of the time, thier chat is off line. When you try to bring these issue to the attention of your Mitel customer account manager, you are lucky to to get a response ithin a week much less that same day. Take if rom a soon to be ex-customer. Your money is better spent elsewhere.

Pros: None.
Cons: Response from Account Executive, Reliabiliy, Support.
Would Recommend: No
PHIL S.'s review forMitel

1 month post implementation and still…

1 month post implementation and still trying to reach predictable performance. Seldom is there a day we don’t submit a ticket. Project manager seemed over-tasked, rushed and on edge throughout the installation. Beyond go-live, initial configuration was completely left up to us. Numerous support calls were required to even get hunt groups and user settings established. Do your homework and ask the tough questions before signing. Most Mitel support personnel are knowledgeable and helpful however.

1 month post implementation and still trying to reach predictable performance. Seldom is there a day we don’t submit a ticket. Project manager seemed over-tasked, rushed and on edge throughout the installation. Beyond go-live, initial configuration was completely left up to us. Numerous support calls were required to even get hunt groups and user settings established. Do your homework and ask the tough questions before signing. Most Mitel support personnel are knowledgeable and helpful however.

Pros: Simple install.
Cons: You configure your own set up.
Would Recommend: No
Steve V.'s review forMitel

I have been part of company selling…

I have been part of company selling Mitel for over 20 years. The past 12 years have been disastrous. Their MiVB platform and related applications are over-complex, take way too long to configure and support, the programming on the MiVB is based off a 25+ year old layout, licensing is a confusing mess, and everything they do has to be too complicated and mismanaged. Their support team is a joke and most of it has been contracted out to India or some other organization. User functionality is ridiculous. Customers are overwhelmed and confused on how to use features or administer. We cannot make any money on this product as it is too expensive, everything has a charge to it, and soo much time is wasted on orders, provisioning, and support on this product line. Mitel needs to do a complete cleanse, redevelop, and better integration on the MiVB platform and its applications.

I have been part of company selling Mitel for over 20 years. The past 12 years have been disastrous. Their MiVB platform and related applications are over-complex, take way too long to configure and support, the programming on the MiVB is based off a 25+ year old layout, licensing is a confusing mess, and everything they do has to be too complicated and mismanaged. Their support team is a joke and most of it has been contracted out to India or some other organization. User functionality is ridiculous. Customers are overwhelmed and confused on how to use features or administer. We cannot make any money on this product as it is too expensive, everything has a charge to it, and soo much time is wasted on orders, provisioning, and support on this product line. Mitel needs to do a complete cleanse, redevelop, and better integration on the MiVB platform and its applications.

Would Recommend: No

In the last six to eight months the…

In the last six to eight months the service and support of Mitel has plummeted. Chat/phone support has become a joke. As I type this I am currently going on an hour plus support call with their tech support team for a PASSWORD issue. We had an outage recently which lasted nearly our entire business day. We have tickets with their support team going back to 2018 that still aren’t resolved. They are not proactive at all when an outage occurs. We are left scrambling wondering why calls are being dropped before we finally see the “Service disruption” alert on their Trust site. You need to then ‘opt-in’ for alerts after the fact for any email notification. RUN FROM THIS VENDOR. SAVE YOURSELF THE FRUSTRATION.

In the last six to eight months the service and support of Mitel has plummeted.

Chat/phone support has become a joke. As I type this I am currently going on an hour plus support call with their tech support team for a PASSWORD issue.

We had an outage recently which lasted nearly our entire business day.

We have tickets with their support team going back to 2018 that still aren’t resolved.

They are not proactive at all when an outage occurs. We are left scrambling wondering why calls are being dropped before we finally see the “Service disruption” alert on their Trust site. You need to then ‘opt-in’ for alerts after the fact for any email notification.

RUN FROM THIS VENDOR. SAVE YOURSELF THE FRUSTRATION.

Pros: Nothing anymore.
Cons: Outages, slow/awful support.
Would Recommend: No
Tim H.'s review forMitel

We moved from an on-premise VoIP to…

We moved from an on-premise VoIP to Mitel Cloud Hosted VoIP. We have only had Mitel for 3 months but it has been nothing but a headache. Every support case I submit, I have to follow up on in 48 hours since I never get a response from Mitel Support. Lack of features compared to other vendors. They have messed up our billing 2 out of the 3 billing cycles we have had so far. Unfortunately, we are in a 3 year contract, so we will suffer for another 2+ years until we can switch to a better provider.

We moved from an on-premise VoIP to Mitel Cloud Hosted VoIP. We have only had Mitel for 3 months but it has been nothing but a headache. Every support case I submit, I have to follow up on in 48 hours since I never get a response from Mitel Support. Lack of features compared to other vendors. They have messed up our billing 2 out of the 3 billing cycles we have had so far. Unfortunately, we are in a 3 year contract, so we will suffer for another 2+ years until we can switch to a better provider.

Pros: Easy Setup.
Cons: Terrible Support.
Would Recommend: No

Anytime I need assistance now…

Anytime I need assistance now (wasn’t always like this) I frequently wait 2+ hours for a call. Some of these calls are needed the same day. I just waited 109 minutes before offered a callback, went to use the restroom and missed the call. Back to waiting. The last 5 tickets weren’t resolved, they were unable to pull critical decision-making reports. When our contract lapsed they signed us up for another 3-year contract. Tried working with the sales rep to bring the cost down or even understand what we are paying for and never got a meeting or an explanation. Mitel is a major ripoff and while I like the product, it is rather business crippling. We are leaving it this year due to the lack of support.

Anytime I need assistance now (wasn’t always like this) I frequently wait 2+ hours for a call. Some of these calls are needed the same day. I just waited 109 minutes before offered a callback, went to use the restroom and missed the call. Back to waiting.

The last 5 tickets weren’t resolved, they were unable to pull critical decision-making reports.

When our contract lapsed they signed us up for another 3-year contract. Tried working with the sales rep to bring the cost down or even understand what we are paying for and never got a meeting or an explanation.

Mitel is a major ripoff and while I like the product, it is rather business crippling. We are leaving it this year due to the lack of support.

Pros: Hotelling Calls.
Cons: Worst support since Mitel Change.
Would Recommend: No

Since this system has been installed…

Since this system has been installed we’ve had nothing but problems…..6 months in we already had a server die…..multiple phones have issues and the management suite GUI is annoying to use. I run a multi building school district and have roughly 150 phones…70k later I expected a reliable phone system, my expectations were too high. Paging gets stuck weekly, phones will randomly go dead, and we have to put calls in monthly to our phone installer for other various issues. The yearly cost for the management suite is ridiculous, I highly suggest finding a different company.

Since this system has been installed we’ve had nothing but problems…..6 months in we already had a server die…..multiple phones have issues and the management suite GUI is annoying to use.

I run a multi building school district and have roughly 150 phones…70k later I expected a reliable phone system, my expectations were too high. Paging gets stuck weekly, phones will randomly go dead, and we have to put calls in monthly to our phone installer for other various issues.

The yearly cost for the management suite is ridiculous, I highly suggest finding a different company.

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

This product is simply terrible. They…

This product is simply terrible. They removed the user friendly Shoretel for a difficult to use product.

This product is simply terrible. They removed the user friendly Shoretel for a difficult to use product.

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

The amount of time it takes to get…

The amount of time it takes to get ANYONE to help is ridiculous. We have been clients for over 2 years now. We have had 2 business lines not working for weeks now & spent hours upon hours trying to get help. Finally, after weeks & not getting any help, they sent out new phones, exactly like the old ones…along with other equipment & zero instructions. It is unbelievable that this company cannot be bothered to send a technician out when problems like this arise. A business should not have to suffer because a company who SAID THEY WOULD BE THERE FOR YOU JUST ISN’T. Beyond disappointed that we chose Mitel. Cannot wait for our contract to be up & get out of this terrible situation.

The amount of time it takes to get ANYONE to help is ridiculous. We have been clients for over 2 years now. We have had 2 business lines not working for weeks now & spent hours upon hours trying to get help. Finally, after weeks & not getting any help, they sent out new phones, exactly like the old ones…along with other equipment & zero instructions. It is unbelievable that this company cannot be bothered to send a technician out when problems like this arise. A business should not have to suffer because a company who SAID THEY WOULD BE THERE FOR YOU JUST ISN’T. Beyond disappointed that we chose Mitel. Cannot wait for our contract to be up & get out of this terrible situation.

Pros: NONE.
Cons: ALL OF IT.
Would Recommend: No

We used Shoretel for years in our…

We used Shoretel for years in our business – a professional services firm. No real issues and it was a solid reliable service that provided good support and service. Then, we had to migrate to Mitel. Mitel is awful. Major issues since we started. There were installation issues that they took months to resolve. Since then, we have experienced very frequent service outages, poor support, all sorts of problems. Their service goes out all the time in the middle of the business day. As I write this review, our Mitel phone service has been out for over an hour already! This product and their service is really bad. It should be evident from the reviews (the majority of which are negative) that they need to do something different but it appears they don’t care or don’t get it. We’ll migrate to another solution. It is remarkable to us that a company such as this is in business at all. Take it from one of their real customers: don’t sign up for Mitel service for your business! It’s terrible- save yourself the headache and go elsewhere.

We used Shoretel for years in our business – a professional services firm. No real issues and it was a solid reliable service that provided good support and service. Then, we had to migrate to Mitel.

Mitel is awful. Major issues since we started. There were installation issues that they took months to resolve. Since then, we have experienced very frequent service outages, poor support, all sorts of problems. Their service goes out all the time in the middle of the business day. As I write this review, our Mitel phone service has been out for over an hour already!

This product and their service is really bad. It should be evident from the reviews (the majority of which are negative) that they need to do something different but it appears they don’t care or don’t get it. We’ll migrate to another solution. It is remarkable to us that a company such as this is in business at all. Take it from one of their real customers: don’t sign up for Mitel service for your business! It’s terrible- save yourself the headache and go elsewhere.

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

We started out with Shoretel a little…

We started out with Shoretel a little over 2 years ago. At the outset we were plagued with multiple significant issues which, would take them weeks or months to fix. When Shoretel was acquired by Mitel things went from bad to worse. If we have a serious issue it is virtually impossible to get in touch with Mitel support. This has happened so many times; I have given up on contacting support and I go directly to our account rep. My advise to anyone looking for a phone provider is, steer clear of Mitel (MiHell). Spend your money with someone else.

We started out with Shoretel a little over 2 years ago. At the outset we were plagued with multiple significant issues which, would take them weeks or months to fix. When Shoretel was acquired by Mitel things went from bad to worse. If we have a serious issue it is virtually impossible to get in touch with Mitel support. This has happened so many times; I have given up on contacting support and I go directly to our account rep. My advise to anyone looking for a phone provider is, steer clear of Mitel (MiHell). Spend your money with someone else.

Pros: Cloud Portal works....most of the time.
Cons: Absolutely the worst support in he Industry. rying to contact support is almost impossible. Hardware is ok but features are constantly pagued with problems.
Would Recommend: No
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Provider Overview

With 45 years of experience in business communications, Mitel stands as a global market leader for cloud, enterprise and next-gen collaboration applications. Mitel has more than 70 million users in almost 100 countries, and powers two billion business connections through out the world. Mitel’s solutions have evolved over time, driven by the strive for constant innovation.

Based in Ottowa, Canada, Mitel offers an impressive portfolio of cloud based services available around the world. Ranked as #1 in UC Market Share in Europe, #2 in UCaaS Market Share Worldwide, and generating over $1.3 billion in revenue, Mitel is also a 5 time Gartner Magic Quadrant leader in Unified Communications.

 

Mitel Pricing and Services

 

Solutions and Features

MiCloud Connect

  • Secure and flexible cloud phone services and unified communications
  • Collaboration features to enhance productivity
  • Enhanced customer experience tools
  • Global presence
  • Improved business intelligence with integrations
  • Enterprise-grade VoIP phone service
  • Instant messaging
  • Audio and Web Conferencing
  • Multi-point Video
  • Global Numbers available
  • Mitel Connect Contact Center
  • Enterprise-class Security
  • Disaster recovery service
  • CRM and Business Process integrations

MiCloud Flex

  • Unified, Mission-critical communications in the cloud
  • Designed for large enterprises
  • Hosted Unified Communications as a Service
  • Integrate 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
  • Audio/video conferencing
  • Advanced collaboration tools
  • Contact center solutions
  • Hybrid network solutions
  • Mitel survivable gateways with local PRI bundles
  • Instant messaging
  • Teleworker support
  • Dual mode handoff
  • Single number reach

Mitel Clearspan

  • Carrier-grade cloud communications built to scale
  • Designed for enterprises, universities and large institutions
  • Highly scalable call processing architecture capable of serving over 100,000 users
  • Rich set of APIs to enable real-time integration
  • Unified Messaging
  • Fixed-mobile convergence
  • Audio and video softphone
  • Web assistant toolbar
  • Auto attendant
  • Intelligent Call Routing
  • Advanced analytics
  • Attendant console
  • Web collaboration and conferencing
  • Full-featured contact center
  • Carrier-grade reliability and redundancy
  • Open, standards-based platform and API
  • OpEasy application for provisioning, monitoring and reporting
  • Fully integrated Session Border Controller

Pricing

To better understand Mitel’s pricing structure, you can head to their Price Estimator to find out the rough costs for specific user-counts and plan of choice.

 

Editor’s Bottom Line of Mitel

 

Depending on the size of your organization, Mitel offers cloud solutions that can scale all the way up to massive Enterprise and University institutions. Mitel’s MiCloud Connect, designed as a secure and flexible Unified Commutations as a Service solution, is a strong offering for even SMB that are looking to transition from an on-premise or landline solution to a completely cloud-based platform. Based off of the Connect CLOUD from Mitel’s acquisition of ShoreTel, the MiCloud Connect platform provides organizations with more than just Business VoIP, but also advanced collaboration features including web conferencing and instant messaging.

Mitel’s MiCloud Flex solution, previously known as MiCloud Enterprise, is designed for larger enterprise organizations that have a strong need for mission-critical communications. The MiCloud Flex platform extends beyond basic 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.

Of course, moving even further up the ladder Mitel offers their complete Clearspan platform. This Carrier-grade cloud communications solution is built to scale up to as large as 100,000 users, designed with massive institutions in mind. Throughout all of Mitel’s solutions, your organization is supported by the proven reliability of Mitel’s expansive network, along with a host of advanced features and functionality, starting all the way at the MiCloud Connect solution. With Mitel, your team gains more than just a basic phone solution. Instead, Mitel provides a wide array of tools and services your team needs to communication and collaborate effectively in this digital age.

Mitel is always listening to customer needs, 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 2017, Mitel was named the Frost & Sullivan Growth Excellence Leader in Unified Communications in North America.

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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