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.
Mitel Verified Reviews & Ratings
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 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 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.
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.
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.
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.
I thought I was buying a nice system…
I thought I was buying a nice system because it was based on Shoretel. We haven’t even had this a full year yet and I am ready to leave Mitel and sue for a refund. Call quality has never been “good” and when I open a P1 or P2 ticket it takes days for them to respond. And most of the time they just send me their “Networking Best Practices” guide and say it is probably my network. It is usually 30-60 minutes on hold if I call support. Random setting get changed behind the scenes and I have to go hunt down how. and fix it. Mitel is driving me nuts they were supposed to run a phone system better than I could. That is the point of letting them do it. My “Customer Success Manager” won’t even return my emails. I loved my Shoretel system.
I don’t know who to look at to replace them, but let the hunt begin.
We implemented a 48 user Mitel system…
We implemented a 48 user Mitel system February 2019. Here is our experience.
– Absolutely no installation services. Boxes of equipment were delivered and that was it. We had to hire a local telephony company to program the ASAs and trouble shoot setup
– In the year of using Mitel, the phone and VM service went down 4 times for hours at a time, with absolutely no credit . We had to return 5 phones because they stopped working. It takes 3-4 days to get a replacement.
– The call quality is horrible. We have a gigabit cat 6 network with Meraki appliances and a 200GB Internet connect. Calls get dropped, and at times VM is not accessible.
Now for the really bad fact,, Mitel support is absolutely horrible. After hours Mitel support is useless. During business hours it is nothing to wait 45 minutes, an hour sometimes, to be connected to someone, only to get disconnected, or transferred to someone else.
I have been working with phone systems for over 25 years. I’ve administered Nortel, Microsoft Skype, and Teams. I have never had such a bad phone system as Mitel. Google Mitel reviews and 90% of them are negative. I would never recommend this product. I wish I didn’t have 2 years left to our contract. I can’t wait to go back to a Microsoft VoIP solution.
We have been using Mitel (formerly…
We have been using Mitel (formerly Shoretel) for about 4 years now. We switched from Vocalocity soon after they were acquired by Vonage. The UI user/admin for creating call flow is complicated and dated. In fact since we have become customers, the UI has lost feature after feature, making us think Mitel has no intention of improving or continuing to develop this product (Mitel Cloud Connect).
Setting up the phone system was a nightmare. Easily the worst implementation of any business system I have ever worked with (and I have implemented many business systems). Where to start… Well we were presented with a silly looking spread tool which we were told to lay out how we wanted calls to flow. the SS was cumbersome, and since we were unfamiliar with their schema, almost impossible to use. Then we were told we had to record our own sound files for the greetings for the auto attendants (contrast that with Vonage who recorded them for us in multiple languages). Then we were told we needed to upload the files ourselves using their “Visual Call Flow Editor” (Ill get to that in a moment). When we were unable to upload the files their tech support team derisively pointed out that we had not compressed the sound files properly yet had never provided compression specs. We asked if they could compress the files, “No”. So I went on a quest to find and hire VO actors and studios in multiple languages, and then edited those files and then had to learn hjow to compress the files (which still sound awful). Then the transition. We were down for three weeks while Mitel struggled to get it together. We lost patients, we lost important calls and faxes. A complete train wreck.
The “Visual Call Flow Editor” could have been a real breakthrough, but its junk. For example when editing an Auto Attendant (AA), you cannot see the upstream connections, nor can you see the downstream connections, only that AA. When making conntections for say prompts, you need to have memorized all extensions for all user and all automated features, because the VCFE does not provide them. It used to. It doesn’t anymore. Which means you need to log out of the AA you were configuring and look up the extension for the automated feature or the user your needed.
The HIPAA compliant fax server is a huge plus for medical clinics (yes the medical world still uses faxes).
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
- 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
- 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
- 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
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.