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4.3
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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
82%
Recommend It
56
User Reviews
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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

Switched to Mitel when we cut the…

Switched to Mitel when we cut the cord with Verizon. Excellent call clarity, more features, and about 1/3 the price of our old landline service. But the absolute icing on the cake is the customer service. Our old provider threw lots of obstacles in the way of porting our number, system upsells,  and the Mitel team was superb in dealing with the issue. Calls answered immediately by live people who knew what they were doing and were pleasant to deal with, and emails answered within couple of hours instead of days. I strongly recommend Mitel to anyone with no reservations!

Switched to Mitel when we cut the cord with Verizon. Excellent call clarity, more features, and about 1/3 the price of our old landline service. But the absolute icing on the cake is the customer service. Our old provider threw lots of obstacles in the way of porting our number, system upsells,  and the Mitel team was superb in dealing with the issue. Calls answered immediately by live people who knew what they were doing and were pleasant to deal with, and emails answered within couple of hours instead of days. I strongly recommend Mitel to anyone with no reservations!

Pros: Customer Service!.
Cons: None.
Would Recommend: Yes

We had issues, I try to contact them…

we had issues, I try to contact them for more than two weeks nobody knows how to solve my problem. They put me on hold for more than 20 min., they said someone will call me back and nobody has called back. I have tried to talk to a supervisor and nothing, this is so frustrating. Some one helped me once and he was very good but to get in contact with this one person out of I don’t know how many, is hard. Not good, sorry but I won’t recommend this company. :(

we had issues, I try to contact them for more than two weeks nobody knows how to solve my problem. They put me on hold for more than 20 min., they said someone will call me back and nobody has called back. I have tried to talk to a supervisor and nothing, this is so frustrating. Some one helped me once and he was very good but to get in contact with this one person out of I don’t know how many, is hard. Not good, sorry but I won’t recommend this company. :(

Would Recommend: No

I installed Mitel product and have…

I installed Mitel product and have nothing but trouble in the first 12 months. Message bank failing which upset our customers and an it was always blamed on the line. Telstra could not find a fault with the line. I contacted Mitel for help and received nothing but rude emails in response. One email telling me “to get back in my box”. I was always polite in my correspondence and was shocked to receive this unprofessional response.

I installed Mitel product and have nothing but trouble in the first 12 months. Message bank failing which upset our customers and an it was always blamed on the line. Telstra could not find a fault with the line. I contacted Mitel for help and received nothing but rude emails in response. One email telling me “to get back in my box”. I was always polite in my correspondence and was shocked to receive this unprofessional response.

Would Recommend: No

This company had me sign the…

This company had me sign the proposal agreement and took a month until the wrong phones were shipped to me. It took another month until someone finally contacted me. It took them the third month to find out that they are out of stock for correct phones and they have to wait for unknown shipment date. I finally cancelled with them. I believe they are waist of your time.

This company had me sign the proposal agreement and took a month until the wrong phones were shipped to me. It took another month until someone finally contacted me. It took them the third month to find out that they are out of stock for correct phones and they have to wait for unknown shipment date. I finally cancelled with them. I believe they are waist of your time.

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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