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.
Mitel Verified Reviews & Ratings
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.
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.
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.
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.
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.
This product is simply terrible. They…
This product is simply terrible. They removed the user friendly Shoretel for a difficult to use product.
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.
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 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.
Our Shoretel system was…
Our Shoretel system was replaced “updated” with Mitel. There’s no docked top feature anymore which is extremely irritating for any and every receptionist. When they moved us to the new system all of our speed dial lists were lost. For some reason you can’t edit your address book within Mitel, you have to do it in outlook and it still wont connect. There’s no consult button only conference unless you use the fly out tab when you’re on the phone with a caller and before we switched, we had the option. It’s less efficient than the first… I wish we could go back to the original system.
After having tried a few providers…
After having tried a few providers, I am happy with Mitel. Even my ISP with their bundle plans was not able to win me over. There is not much to improve, you guys just need to keep up the good work!
We purchased an entire system for our…
We purchased an entire system for our office. Since the first month we had major issues. Constant programming, hearing, sound and equipment issues. We started having to replace parts of the phones since the first year as well and continue to do so. Mitel will not assist and support the system. You have to go through the company you bought them from and after a year no warranty. No one else will help if you did not make the purchase from them. You are charged for every call and piece of equipment replaced whether it fixes the issue or not. I would never buy this system again. It is junk and we paid a lot of money for it. They make their money off of repairs and a short warranty it appears. Most phone systems had lasted us ten years each as a comparison.
I have used Shoretel for many….
I have used Shoretel for many years (now Mitel). Loved it. Easy desktop dialing, great user interface. Mitel is horrid in comparison. It is not as easy to navigate, and I have to upgrade all the time. This interrupts startup and slows down my day. (It’s a quick upgrade, but every minute counts.) Because if impediment to productivity, I would not recommend this product for a business where every second counts. (BTW, I’m upgrading while I write this review…. which I may as well do because I can’t do much else while upgrading.)
We’ve had this phone system for about…
We’ve had this phone system for about 3 years and with Shoretel. We had a bit better support than now that Mitel took over. Outages have occurred more often and their support line sucks. Its been a nightmare and I would not recommend service to anyone!
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.