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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
74%
Recommend It
62
User Reviews
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We have had this services since January…

We have had this services since January 22, 2018, and it has been a nightmare. We have not received any faxes since 1/22/18, customer service is under trained and rude, the acct rep never returns your call. Please do not use this company.

We have had this services since January 22, 2018, and it has been a nightmare. We have not received any faxes since 1/22/18, customer service is under trained and rude, the acct rep never returns your call. Please do not use this company.

Pros: Nothing.
Cons: Everything.
Would Recommend: No

This phone service has been a…

This phone service has been a nightmare. We were sold on it because it had training and able to be customized. It has neither. Their service department is rude and condescending. We have had customers say that the phone rings busy even though we are available. Sometimes a phone will just refuse to let calls come through. When we get a call, if someone is already on the call, it will ring loudly in their ear! We have been with them for 6 months and if we had to do it again we would definitely not choose them.

This phone service has been a nightmare. We were sold on it because it had training and able to be customized. It has neither. Their service department is rude and condescending. We have had customers say that the phone rings busy even though we are available. Sometimes a phone will just refuse to let calls come through. When we get a call, if someone is already on the call, it will ring loudly in their ear! We have been with them for 6 months and if we had to do it again we would definitely not choose them.

Pros: cheap.
Cons: where do I start...
Would Recommend: No
Bruce V.'s review forMitel

Is it possible to give a company less…

Is it possible to give a company less than 1 star? I honestly don’t know how this business continues to be in business. We are constantly having issues with their equipment and the customer service is woefully slow and unhelpful. Each customer service attempt we make is met by the same routine: You make a phone call and report the problem, they promise you a time frame that they will call you back (usually 8+ hours), they don’t call back, so you call them again and the cycle continues. The amount of downtime with our phones is unacceptable and the customer service is never helpful. If you are considering this company…..Run, Run, Run and don’t look back. You will have better luck with smoke signals and telegraphs. And when you find a new company let me know how they do because we are switching as soon as our agreement is up.

Is it possible to give a company less than 1 star? I honestly don’t know how this business continues to be in business. We are constantly having issues with their equipment and the customer service is woefully slow and unhelpful. Each customer service attempt we make is met by the same routine: You make a phone call and report the problem, they promise you a time frame that they will call you back (usually 8+ hours), they don’t call back, so you call them again and the cycle continues. The amount of downtime with our phones is unacceptable and the customer service is never helpful.

If you are considering this company…..Run, Run, Run and don’t look back. You will have better luck with smoke signals and telegraphs. And when you find a new company let me know how they do because we are switching as soon as our agreement is up.

Pros: None.
Cons: The customer support is horrendous.
Would Recommend: No

MiCollab: It amazes me how bad the…

MiCollab: It amazes me how bad the MiCollab chat tool is that comes with this system. The chat messages are stored on the end user device. That means, if you start a chat on your desktop your messages will not be on your phone. If you are in a meeting (not in front of your computer and checking chat on phone) and someone sends you a chat message, you will not see the previous conversation on your phone. If you chat from your phone, that part of the conversation is not on your desktop. However, if you walk away from your desk and your computer goes to sleep and your micollab client is not running on your phone. You do not have to worry about trying to find the message you were sent because the system will not allow anyone send a message to offline users. If you create a group chat and one of the people on the distribution list is offline. That person(s) will not get the chat message. It is useless. System: We are having phone call performance issues so we decided to have a dedicated circuit put in between the SIP provider and our phone system. The only supported configuration is to put the dedicated line directly on our phone VLAN, inside the firewall, where all of our phones sit and have access to our internal network. So having the dedicated line directly to the BCG is not supported because it needs internet access for license validation. Not well thought out. This system is convoluted and near impossible to manage. We paid for installation and training. The training consisted of a installation tech sitting down in a conference room and telling us the things he thought we should know. maybe an hour of spewing info. No handouts, no agenda, no plan. Phones: Proprietary and expensive. If I had it to do over, I would pick almost anything else.

MiCollab:
It amazes me how bad the MiCollab chat tool is that comes with this system. The chat messages are stored on the end user device. That means, if you start a chat on your desktop your messages will not be on your phone. If you are in a meeting (not in front of your computer and checking chat on phone) and someone sends you a chat message, you will not see the previous conversation on your phone. If you chat from your phone, that part of the conversation is not on your desktop.

However, if you walk away from your desk and your computer goes to sleep and your micollab client is not running on your phone. You do not have to worry about trying to find the message you were sent because the system will not allow anyone send a message to offline users.
If you create a group chat and one of the people on the distribution list is offline. That person(s) will not get the chat message.
It is useless.

System:
We are having phone call performance issues so we decided to have a dedicated circuit put in between the SIP provider and our phone system. The only supported configuration is to put the dedicated line directly on our phone VLAN, inside the firewall, where all of our phones sit and have access to our internal network. So having the dedicated line directly to the BCG is not supported because it needs internet access for license validation. Not well thought out.
This system is convoluted and near impossible to manage. We paid for installation and training. The training consisted of a installation tech sitting down in a conference room and telling us the things he thought we should know. maybe an hour of spewing info. No handouts, no agenda, no plan.

Phones:
Proprietary and expensive.

If I had it to do over, I would pick almost anything else.

Pros: The phones work.
Cons: MiCollab is horrible. System hard to manage.
Would Recommend: No

Having a good phone system is vital…

Having a good phone system is vital our company’s function. Our phone system goes down frequently and the support is NOT very responsive. The amount of credit applied to the account is no comparison to the amount of money lost when the phone system goes down. We were promised a specific go-live date; however, missed the go-live date by 2 weeks! We have “had” the system since end of July and our phone system still isn’t properly functioning. Would not recommend the cloud version of this service. I could write for hours of on my complaints for this company.

Having a good phone system is vital our company’s function. Our phone system goes down frequently and the support is NOT very responsive. The amount of credit applied to the account is no comparison to the amount of money lost when the phone system goes down.

We were promised a specific go-live date; however, missed the go-live date by 2 weeks! We have “had” the system since end of July and our phone system still isn’t properly functioning. Would not recommend the cloud version of this service.
I could write for hours of on my complaints for this company.

Would Recommend: No
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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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