Last update: February 13, 2018

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Mitel

2019 VOIP Service Review

Nik Kourpouanidis

7.9/10

overall rating

Editor: Nik Kourpouanidis

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Mitel Review Summary

Your business moves fast, requiring your tools to move even faster. Mitel utilizes the cloud to house the services, features and applications needed for small to enterprise organizations. This allows your employees to provide service just about anywhere. We like the ability Mitel provides for businesses to scale up or down as needed. This type of flexibility is highly valuable for any sized company.

MiCloud Business is one of the services you can select, and it's a cloud-based communications platform designed to increase business agility and help you save money. This is possible by integrating all your communications into one system. With it, you can access data, make calls, host online conferences, send faxes, and keep track of employee records all on one system.

To appeal to the so called hyper-connected generation of adults who have been raised with smartphones, tablets, and instant chat, Mitel provides voice, chat, SMS, and email services so individuals can connect in their preferred way. We think having varied and useful means of communications is key to the success of any modern business.

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Mitel Highlights

  • Open Collaboration
  • Video Desktop Sharing
  • Calendar Integration
  • Hosted PBX
  • Simultaneous Ring
  • Remote Working
Reliability
8
Features
7.5
Value
7
Customer Support
9
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User rating:

Confidence:83%


Mitel Category Reviews

Overall rating

7.9 /10

Overall Review

As an overall VoIP service provider, Mitel has one of the most diverse sets of products we've seen yet. Like other VoIP providers, they have a cloud based communications system that can be housed in the cloud or at a specific physical location. This allows freedom for your employees and customers to be able to contact stay in contact regardless of where the live, work, or travel.

Mitel also has a contact center that enables customers to use self-service products through a designated application. By allowing customers to take care of certain things for their individual businesses, it gives them a sense of freedom and control over how things are run. It also frees up your employees from doing mundane or trivial tasks that customers would normally need help with.

In addition to these features, Mitel does a great job at providing collaboration services, including video calling, voice, and instant messaging. They also have business phone systems, consoles, and peripheral equipment you can purchase that can be used for all their available services. From our perspective, they aim to provide as much as they can for your business to get started.


  • Collaboration Software
  • Group Chat
  • Audio Conferencing
  • Document Management
  • Web Sharing
  • Virtual Reception

Enterprise rating

7.5 /10

Enterprise Review

Most enterprise businesses need a large scale communications system to meet their daily and long term goals. This system needs to be reliable, flexible, and provide a variety of useful features. Mitel's enterprise system is designed to work with up to 65,000 individual users, allowing companies to scale up or down as needed.

We know how valuable it is for enterprise organizations to have a global presence. To help with this Mitel provides a business platform which includes a variety of ways to collaborate with other companies scattered across the world. With the help of the cloud, you can use voice and video features to communicate with clients and make business arrangements any time of day.

Being able to communicate using mobile devices is another reason we have given Mitel a high overall rating. Through their mobile apps for Mac and Android, you can make calls, send texts, and collaborate with clients and employees at will. This type of mobility is absolutely crucial if an enterprise organization wants to compete in a global market.


  • Open Solutions Portfolio
  • Communications Mobility
  • Presence
  • Mobile App
  • Contact Center
  • Video Conferencing

Small & Medium Business rating

7.8 /10

Small & Medium Business Review

We know that modern small business need a communications system equipped with a host of tools to allow a small number of employees to do large amounts of business. These tools include the ability to send email, check voice mail, audio and web conferencing, check instant messages, and be able to do all of this from a mobile device. We can see that Mitel has designed a system to do just that.

Besides providing phone service, they also have desk and conference phones available, plus other additional office supplies you might need for your communications system. Starting a new small business is not an easy task, which is why we find Mitel's ability to provide you with so many services and products very helpful.

The last small business feature we'd like to mention is the contact center. Being able to build and maintain a solid customer base is critical for the duration of a company. Mitel's sophisticated, cloud based, contact center is a great place to get started. Unfortunately, Mitel does a disappointing job of displaying prices for their products, but because of their sheer number and variety of available products, we have given them a good rating for small & medium business service.


  • Caller Analytics
  • Hot Desking
  • Unified Messaging
  • Web Based Management
  • Auto Attendant
  • Dynamic Extension

Mitel Reliability (8.0 / 10)

In order for a business to be reliable, they need to have a communications system that works consistently and with a variety of devices. Mitel's embedded communications system provides voice, messaging and video services within their private app. We feel this allows employees to be more productive and efficient as they can work remotely anywhere they travel, hopefully making the business more profitable.

One of our favorite aspects of Mitel's service is something they call intelligent dispatch. This allows you to alert customers to upcoming appointments and service arrivals by pre-setting them in a schedule. This type of service shows your customers how reliable you are as a service provider, and could help provide future business with repeat clients.

We want to highlight Mitel's use APIs and SDKs to provide embedded communications with their mobile apps. The tools provided by the SDK allows Mitel to have unique applications that work for a variety of business needs. Their API takes these tools and creates a user interface that is easy to use, and designed to make your business more reliable.

Mitel Features (7.5 / 10)

A Summary of Mitel Features

If you're looking for a list of Mitel's features, don't be surprised if they're difficult to find. Unlike most VoIP sites that have a dedicated page or link that lists all their included features, Mitel has them listed throughout different plan and product pages. We think this makes it harder for customers to know what's available, but the ones we found seem useful for most businesses.

They include features that allow you to communicate with clients and employees in different locations, such as video conferencing, audio conferencing, and three way conferencing. All of these can be accessed through a desktop, laptop, or mobile device of your choice. Customers can also use these options with a softphone, or a mobile app.

We like their Contacts Integration feature which consolidates all your contacts into one location for ease of communication. If your company has limited space where employees need to share desks, their hot desking feature maintains privacy for each employee while allowing the company to save money on office furniture and equipment.

With Do Not Disturb, all of your calls will get sent to voicemail without ringing.

Invite a certain number of participants to Video Conferencing for face-to-face meetings.

Send, receive and track text messages to all of your co-workers or client contacts.

Unite your whole company with a virtual PBX that is hosted entirely in the cloud.

Link your business phone number to your mobile device.

Host audio conferences using a desktop or laptop, with multiple and mobile clients.

A complete Call Center Solution that offers automated and intelligent call distribution. 

Whether you’re doing business or just chatting with friends, three-way conference calling has never been easier.

A private extension with a personal password-protected voicemail account. 

If you don’t recognize the incoming call, listen as they leave a message, then pick up the phone at any time to speak with the caller.

Log into your account from any web browser, using any device, to manage your settings and features.

Check your messages from any phone any time you want,

Take your rates and features with you no matter where you are in the world.

Consolidate and integrate all your contacts, including those in Gmail, Lync, Outlook, Office 365, and Exchange.

Allows users to visually monitor other lines or extensions to know if another employee is on an active call.

Allows users to log into another phone within a shared work space.

Mitel Value (7.0 / 10)

Is Mitel a good value?

It has been quite difficult for us to place an overall value on Mitel's services because they don't list prices on their website. They have extensive information regarding different services and products, but associated costs are not listed. We find this problematic because knowing the potential price point for service is crucial for any business.

The rating we've chosen is a 7 because it indicates solid value, but not exceptional. Without knowing the actual prices, an exact value cannot be given. The information we can access about their products indicates they have a large variety of services to choose from that can be tailored to the specific needs of most businesses.

Mitel also does something we haven't seen done by other VoIP phone providers. They have separate pages with suggested services designed to help specific industries, such as healthcare, government, school, retail, and financial services. If you have a business that fits into one of these categories, Mitel could have some helpful suggestions.

Mitel Customer Support (9.0 / 10)

Mitel's customer support page is several layers deep, including separate links for different types of customer support. Their first two broad categories are customer care and repair services. Within customer care, if you click on the contact us link you'll see a huge list of phone numbers you can contact for help in locations around the U.S. and all over the world. For international businesses it's beneficial to have a local support team available as needed.

If you follow their link for technical support, you'll see they have a handful of regional offices around the world that you can contact for help with technical problems. These are separated into MiCloud and Enterprise divisions, both with their own phone numbers and emails you can use depending on your preferred communications style.

They also include links for other specific types of technical support. These include SIP phone technical support and hospitality technical support. From what we can see, it seems like they've separated all their possible support options by type to help streamline the process so customers can get the right type of help for their unique service needs. Based on their support specificity and variety, we have given them a high rating for customer support.

Mitel Plans

A Summary of Mitel Plans

Below is a summary of the service plans offered by Mitel.

MiVoice Office 250

MiVoice Office 250 helps small and medium sized businesses become more flexible and responsive. Their variety of out-of-the-box business productivity applications allow your company to benefit from reduced costs and enhanced staff productivity. MiVoice Office 250 delivers standard applications, including Automatic Call Distribution, Mobile Hand-Off, Unified Voice Messaging with Automated Attendant, Meet-Me Conferencing, Hot Desking, Twinning, Teleworking and Reporting.

In addition to these great features, MiVoice Office 250 provides Mitel MiCollab and Mitel MiCollab Client, which supports a range of advanced Unified Communications applications. With the help of Mitel Phone Manager, you can to take advantage of the features of the MiVoice Office 250 straight from your PC Desktop.

MiVoice Office 250 uses a hardware and software platform that combines the best of data networking and TDM switching architectures. It provides support for MiVoice Digital and IP telephones, IP networking for up to 99 sites, and is also designed to be customized with add-on modules and processors.

Plan Highlights

  • Voice conferencing
  • Four built-in analog station ports
  • Enhanced audio conferencing
  • Desktop phone twinning
  • Unified Voice Messaging with email synchronization
  • Four built-in analog trunk ports
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MiCloud Office

With MiCloud Office, you get a reliable and varied business phone system that just works. The brains of the system reside in their geo-redundant data centers, and guarantee service even in the rare event one goes down. Information and voice calls are sent securely over the public Internet until they reach their final destination using voice over Internet protocols (VoIP).

MiCloud is designed to work just about anywhere, anytime, on any device. You can access the same rich telephony and collaboration features you enjoy from your desktop on a mobile device. This allows you to seamlessly transition from the office to the airport, to, the golf course, or even your kids’ football practice. Available on iOS, Android and Windows devices.

With MiTeam, you no longer have to be constrained by walls or office space. You can extend your team inside or outside company walls to bring remote workers, partners, vendors, and customers into the conversation. Intuitive dashboards will help you gain insights that optimize business performance. Real-time analytics can be used to better allocate your company's resources, and fine tune your system for optimal performance.

Plan Highlights

  • Multiple deployment options
  • Integration with business applications
  • Seamless experience across any device
  • Full CRM integration
  • Powerful business analytics
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MiVoice Business

In the current business landscape, work often takes employees away from their desks each day. With MiVoice Business, employees have the same “in-office” communications experience from anywhere with a personal identity, phone number, voice mailbox, and extension. MiVoice Business’s embedded mobility solutions gives employees greater freedom to communicate from wherever their business takes them, without costing a fortune.

The increase in world wide communication has caused a great many challenges for businesses, whether small or large. Some of these include getting employees to efficiently and effectively work together, while others involve the need for constant change and adaptability. Improved client interactions are also necessary to drive increased revenue. MiVoice Business has ability to help with all of these.

Mitel’s MiCollab is an integrated suite of unified communication and collaboration solutions that work together to help employees connect with customer, clients, and vendors with ease. If you need help with job roles, varying levels of mobility within or outside of the business, or with the daily use of business applications, MiVoice Business can address your current needs, and still evolve with your business as your IT strategies and communications needs change.

Plan Highlights

  • Contact Center
  • Unified Messaging
  • Full Range of Desktop Devices and Accessories
  • Mobility Features
  • Unified Communications and Collaboration
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MiCloud Business

MiCloud Business brings your communications and collaboration platform into the cloud, providing better mobility, quality, simplicity and reliability. You get all of this at a cost much lower than traditional business phone service. Feel free to add offices, users and features easily to grow and customize your communications to have an advantage over your competitors.

By putting all your communications tools into one cloud and one application, you get a seamless experience on any device, anywhere around the globe. From a single screen you can easily manage voice, email and IM to help reduce management complexity and boost productivity. Don't forget to integrate MiCloud Business with your contact center to provide superior customer, including CRM and Salesforce integrations, so you can simultaneously link customers and data.

With MiCloud business services you get to enjoy a system that’s simple to use and easy to manage. There are no boxes to install and no software to maintain. You simply get high reliability, exceptional quality, and enterprise-class security through their state-of-the-art cloud.

Plan Highlights

  • Geo-redundant data centers
  • Mobile twinning
  • Corporate auto attendant
  • Audio conferencing
  • Inter-office 4 digit dialing
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MiCloud Enterprise

The brains of the MiCloud system resides in their geo-redundant data centers that continue to provide service even when one goes down. With the help of VoIP, information and voice calls securely travel through the public Internet to reach their final destination. Employees get to use the same communications functions regardless of whether they’re are in an office, on the road, or working from home.

With MiCloud Enterprise, you get a single communications portal that displays consistently on smartphones, desktops, laptops, and tablets. This includes all devices with Android, Blackberry, iOS and Microsoft devices. Customers will have the freedom to communicate using text, voice, email, or chat from any device.

With the help of your contact center and other business applications, you can deliver real-time customer intelligence to agents across any medium. This will allow you to identify customers based on stored profiles and strategically route them to the right agents. Advanced self-service capabilities are also available, including announced wait times based on media choices.

Plan Highlights

  • Works with 100-10,000 users
  • Compatible with Skype, Google and Microsoft Lync
  • Feature advanced security protection
  • Instant video communication
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Mitel Awards

Some Mitel Awards

Here a few select awards earned by Mitel.