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4.4
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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
Year Founded
87%
Recommend It
52
User Reviews
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I am looking for a VoiP provider…

I am looking for a VoiP provider, but was not amused at all with the contact I had with one of the Mitel sales persons. Before getting any chance to ask all of my questions, he advised me to first check with the HQ if a 3-year contract would not be a problem. This felt like being not taken seriously at all. Let’s see if I feel more welcome as a new customer with other providers.

I am looking for a VoiP provider, but was not amused at all with the contact I had with one of the Mitel sales persons. Before getting any chance to ask all of my questions, he advised me to first check with the HQ if a 3-year contract would not be a problem. This felt like being not taken seriously at all. Let’s see if I feel more welcome as a new customer with other providers.

Would Recommend: No

We had a Mitel system fitted where…

We had a Mitel system fitted where I work. Because of the nature of the company, the system was chosen by the MD with no input from staff who actually use the system or have any telephony background. The company installing the system asked no pertinent questions regarding what our company wanted to achieve by changing phone system, or how they wanted it to work to enhance the service that could be provided. They took no details about the system we had prior, and how that was set up. There was no provision for a service contract, or information about how service calls would be dealt with. All emphasis was on cost saving. It doesn’t seem to have been explained that when our server goes down, we would lose phone cover – our server goes down far too regularly! When trying to get hold of customer service we typically wait between 12 and 20 minutes to get our call answered, it has been longer than that, but never shorter. The team who answer the phone, despite asking for account details, address etc, do not seem to have access to info regarding what system we have installed, and invariably think we are calling to report a line fault or broadband outage. It typically will take 25 minutes for me to report a faulty extension, or request some minor tech support. The system when it works is quite clever, but it seems very fragile. We NEVER have had everything working at the same time since it was installed over2 years ago. There is always at least one user showing offline, when they are not. And there are always anomalies with strange messages coming up, people not being able to log in etc. Whenever we have a powercut (sadly, quite frequently) it takes a good 15 minutes for the system to come back online fully, sometimes longer as it can lock out. We have gone best part of a day before now with no phone service.

We had a Mitel system fitted where I work.

Because of the nature of the company, the system was chosen by the MD with no input from staff who actually use the system or have any telephony background.

The company installing the system asked no pertinent questions regarding what our company wanted to achieve by changing phone system, or how they wanted it to work to enhance the service that could be provided. They took no details about the system we had prior, and how that was set up. There was no provision for a service contract, or information about how service calls would be dealt with. All emphasis was on cost saving.

It doesn’t seem to have been explained that when our server goes down, we would lose phone cover – our server goes down far too regularly!

When trying to get hold of customer service we typically wait between 12 and 20 minutes to get our call answered, it has been longer than that, but never shorter.

The team who answer the phone, despite asking for account details, address etc, do not seem to have access to info regarding what system we have installed, and invariably think we are calling to report a line fault or broadband outage. It typically will take 25 minutes for me to report a faulty extension, or request some minor tech support.

The system when it works is quite clever, but it seems very fragile. We NEVER have had everything working at the same time since it was installed over2 years ago. There is always at least one user showing offline, when they are not. And there are always anomalies with strange messages coming up, people not being able to log in etc. Whenever we have a powercut (sadly, quite frequently) it takes a good 15 minutes for the system to come back online fully, sometimes longer as it can lock out. We have gone best part of a day before now with no phone service.

Pros: Clever.
Cons: Fragile. Unreliable.
Would Recommend: No

Mitel is by far, leaps and bounds…

Mitel is by far, leaps and bounds ahead of any other provider. The quality of service is unmatched and their customer service and support teams go beyond expectations to ensure our experience is nothing short of superb. The versatility that Mitel provides me and my company allows me to always be accessible by my clients, whether I’m in my office or running around town. Hands down, Mitel is the provider to choose.

Mitel is by far, leaps and bounds ahead of any other provider. The quality of service is unmatched and their customer service and support teams go beyond expectations to ensure our experience is nothing short of superb. The versatility that Mitel provides me and my company allows me to always be accessible by my clients, whether I’m in my office or running around town. Hands down, Mitel is the provider to choose.

Would Recommend: Yes

My infrequent calls to support…

My infrequent calls to support have been answered concisely and quickly, Mitel is one of those best in the space, the very best in the industry but who knows? Mitel highly recommended with a five star rating.

My infrequent calls to support have been answered concisely and quickly, Mitel is one of those best in the space, the very best in the industry but who knows? Mitel highly recommended with a five star rating.

Pros: Infrequent calls to support have been answered conciesly and quickly.
Cons: None.
Would Recommend: Yes

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!

Would Recommend: Yes
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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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