Mitel is a global company and has been in business since 1956. It offers business communication solutions, including IP-PBX systems, wireless solutions, conferencing applications, messaging and voicemail applications, virtualized voice applications, IP business phones, and a variety of collaboration platforms. Mitel previously produced PBX systems but switched almost exclusively to producing VoIP technologies in 2001.

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The Good

Mitel Hardware
Three Cloud-Based Platforms
Mitel Support

Mitel Hardware

The range of Mitel communication solutions includes business phones, MiVoice, MiCloud, MiCollab, MiContact Center, and Mitel Mobile. Mitel also offers all the equipment needed for VoIP systems: IP phones, IP accessories, SIP phones, softphones, analog terminal adaptors, wireless solutions, digital enhanced cordless telecommunications (DECT), and voice over Wi-Fi phones. Mitel's MiVoice is a communication platform with industry-specific packages that can accommodate small or large businesses. With Mitel's expansive list of VoIP solutions here are three of the main phone systems:

MiVoice Office 250, designed for small to mid-sized businesses.
MiVoice Business, a scalable platform capable of hosting between 5 and 65,000 users.
MiVoice MX-ONE is scalable from 300 to 500,000 users.

Three Cloud-Based Platforms

MiCloud includes three cloud-based platforms: MiCloud Connect, MiCloud Flex, and Mitel Clearspan.

MiCloud Business is an all-inclusive, pay-as-you-grow phone system with hardware, software, and tech support available for a monthly subscription price.
MiCloud Flex hosts MiVoice Business IP with video-based communications, collaboration tools, conference phones and much more all stored in the cloud to free up precious capital for larger companies.
Mitel Clearspan caters to enterprises, universities, and large institutions. Its architecture can manage over 100,000 users without sacrificing quality.

Mitel Support

Mitel Support offers contact center services based on business location. All of the MiVoice Office phone systems and related plans can access technical support, cloud support, customer training, and various other areas of partner support.

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The Bad

Pricing
Website

Pricing

Mitel's communication offerings are so extensive, pricing varies widely and is only available upon request. Customers who would like to compare VoIP service companies before committing will have to discuss their options with Mitel sales representatives in order to receive a quote.

To purchase Mitel services or technology, customers must contact Mitel or a dedicated partner. Mitel has dedicated sales, service, support, and customer service hotlines listed on its website. Just like the rates, specifics about features, equipment or discounts that may be included with the plans are not listed.

Website

Mitel's website is difficult to navigate. The names of the services are very similar, which can be confusing when browsing. In addition, the information pages are very text-heavy without providing any specifics about rates, features or contracts. Mitel's site provided the least information out of all the VoIP service providers we reviewed. It's best to contact the sales department directly to get concrete information.

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The Bottom Line

Mitel's solutions are comprehensive, and packages can be added or dropped as business needs change. This is especially useful for new businesses or those that are growing quickly.

While Mitel does offer access to sales, service, support and customer service agents, the lack of information on the website renders it almost useless. Customers are forced to contact Mitel directly to learn about rates, features, contracts, and other details.

This creates a hassle for potential customers who are doing preliminary research and may create concerns about Mitel's willingness to be transparent about its products and services.

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User Reviews

Star Rating

1.1

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30 Reviews

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Tawny Stottlemire Topeka, KS

Our non-profit switched from Shore-Tel to Mitel about 12 months ago. The sales pitch was great and we were all very excited. Reality has been a different story. In the past three months alone, there have been at least three prolonged service outages nationwide/regionally. Nothing to do with our equipment or connections - all on Mitel's side. The interfaces with Outlook don't work correctly. The system randomly reboots and everyone has to re-enter their security data just to use the soft phone. The conference call system is totally unreliable. We are actively looking for a new company and will be hard-lined about how Mitel has failed to uphold the terms of our contract.

4 years ago

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kbnhsfo Portland, OR

We are working on breaking our contract with Mitel as I write this. Think long and hard before transferring to them for your phone service. We use VOIP through them currently and it has been nothing short of a nightmare. The first solid month, calls were dropped, not going thru, unable to receive voicemails. We are a four location business with on average about 4 phones per office. the longest run we had without issues was about six months. The phones randomly go down for a range of 2-6 hours. Some of the staff is incompetent and THOSE are the people building your phone system! Run if you can. We were promised so many things including this being the best option for our business and so far nothing has follow through to meet our expectations. We've likely lost business with our frequent outages due to new clients being unable to reach us. I'd like to point out that our internet was working every time we had outages. As time goes by, there are more and more and more features that are no longer usable (per Mitel) for our practice, which was the main reason we chose Mitel as our phone solution. RUN.

5 years ago

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Kelsy New Prague, MN

I'm posting this review every chance I get because I want people to know how horrible they are. If you enjoy having your calls dropped daily, this phone system is for you!! If you like having ZERO customer service when you tell them about your list of issues, use Mitel. If you enjoy being told 'the issues haven't happened enough. I know you have a busy job, but can you keep a detailed log of every single one of your dropped calls and send it to us when there are a couple dozen more? Then we'll look into it-well maybe', use mitel. If you love the adventure of trying to navigate a completely un-userfriendly website that gives you a different error every time you use it, use Mitel. If you enjoy a phone system that has so many 'cool features' but you need to complete a dozen steps to use any of them, mitel is great. I especially love it when the ONE feature I need to literally do my job-use a dang headset- doesn't work all the time.. Oh! Almost forgot, the best thing about Mitel is when I need to record my calls for meetings with my boss, and I'm not able to. I have had to reschedule meetings half a dozen times because there are CONSTANT issues with trying to get my calls recorded. My company chose this phone system a year ago and it has been nothing but issues with everyone in the company ever since. I've lost business because of Mitel's phones. We are going to switch to a different system soon (thankfully). In the meantime I'll look forward to the constant issues, emails between me and IT trying to 'fix' things, and getting behind on my work because of their 'useful' phone system! If you want to lose business and decrease productivity, I highly recommend Mitel!

1 year ago

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Pissed Customer Troy, VA

This is the worst phone service ever! Their customer service is very bad. It takes forever to get someone to help you with technical support on the phone or in the chat. Half their support team does not even know how to spell correctly. They are way overpriced for what they offer. My company decided to go with another provider and the whole process was a nightmare. I told them we wanted to cancel and they keep billing us then they renewed us even though I told them we wanted to cancel and to this day they are still billing us so I am sure we will have to sue them soon. Do not go with this provider. PLEASE, go with ANYONE else.

1 year ago

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sasha teamstransport Winnipeg, MB

We have 140 Mitel pones (!) We got them true Bell , and Bell give us support. Few phones have very rare problem and no one can solve it. I tryed to contact Mitell to get at least directions in what area I should troubleshoot, but they " cant help" We spend so much money and company cant give us 5 minutes conversation with senior technical support . And if yo will go to website, you will be even more "impressed", there is no documentation at all, and if you need some guides, you have to register. Defenatelly as System Administrator i will not recommend this company, and I'll do anything to change Mitel to another company.

1 year ago

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Bradford Rickenbaker North Charleston, SC

I am still trying to get away from Mitel, and I will likely have to pay their extortion fee. Poor customer service and ignored tickets or at best long wait times before the ticket is answered, even then issue usually not resolved. I notified Mitel I was switching companies and was ignored until I removed my credit card from the automatic payment. Then Mitel says they have 45 more days of billing when they process the request. Now they say I owe for the rest of the year (8 more months) but Mitel has yet to supply a contract which states I am responsible for the outstanding balance. There are better and MUCH less expensive options out there.

1 year ago

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Mary Calvert Clermont, GA

By far the worst most inept phone company I’ve ever experienced. Customer service is outsourced overseas. There is no easy way to get to customer service trust me you have to go through 1 billion different hoops because they make it that difficult intentionally. Brian M is a piece of crap. He did not care about our company and let us go ignored months and months of us begging for him to fix our phones because the phone calls were dropping constantly, there was static on the lines constantly he kept slot to get off to a different company such as our Internet provider or Internet provider confirmed this is Mitel‘s mantra to push off the excuses on some other entity. They really need to shut down because they’re so ineffective

2 years ago

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twilliams Washington, IL

Absolute worst phone company to do service with. We started out a contract in June of 2019 & at first everything was good. Setting up we had an assigned rep who we could contact with questions. Once the phone system was up & running, that rep disappeared & any questions had to go through support. The education that they give you so that you can manage the phone system is lackluster. Mitels support team fails to listen to issues and instead will either tell you that its a "global issue" or that they have no problems on their side of things. Cases are never resolved in a timely manner & I currently have 3 cases that have been open and unresolved for more than a month.

4 years ago

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Kerry H Knoxville, TN

After moving to the Mitel "cloud" system we've had nothing but problems. Their standard position is that any issues are because of something on our side. FWIW, I would never use them our any of their equipment again. Their own system of calculating "uptime and service level" is a complete joke. During the past week their own site shows they have had service issues every single day. Yet they post a 99.95% service level. Really? We've had dropped calls, one way audio, audio delay, and mis-connected calls to name a few of the issues. They always revert back to the idea that we must have issues with our LAN. That is clearly not the case because our old VOIP system worked for years with virtually no issues on the exact same local network. If the old equipment had not aged to the point it was not supported, we would not have switched. Because they calculate their own service levels, we have no way to get out of the agreement and replace it without significant cost. Absolutely one of the worst choices I've made.

4 years ago

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Mike Scottsdale, AZ

We started as a customer with Shoretel in 2016. Shoretel's support was bad and when Mitel acquired Shoretel it went from bad to worse. Attempting to contact Mitel support on the phone or through a chat is almost impossible. This is especially true if you encounter an outage. I honestly think they turn off thier phones and chat so they won't be bothered by thier customers. It has gotten so bad that I do not even try to contact Mitel support. If we have a problem, I go directly to our account rep at Mitel. Starting this week, we had to do another Mitel Cloud client update. During the update it loaded a 2nd program called Mitel Teamwork. Prior to this update we were able to send immediate messages from the client software as well as check our voicemails on our phones. Now you must open the Teamwork application to send a message and use the client to do anything else! So, this means you have to have 2 applications running on your desktop instead of 1. This is really stupid on thier part. If you are considering an cloud phone provider; please save your money and go with someone else. This company is really, really horrible.

6 years ago

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Brad Sauk Centre, MN

We had Mitel Phone manager and it worked well allowed us to quickly and easily call customers. We could listen to our phone calls from the recorded line easily. All of our lines were recorded. Now our “upgraded” phone systems don’t interact with each other. Our customer data base cannot be used to call out on. Literally we all have to type in the entire number. Calls are dropped phones cause loud ringing when putting them on park. It has been a disaster and our customers hate it.

1 year ago

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Honest One Wichita, KS

Unfortunately my company just signed up with Mitel. I have had nothing but non-existent customer service the entire way through. Once you sign the contract, they ship you the phones and they are done with you. On our 'go live' date one of our receptionist phones was not working at all, and the other could not get logged on to the Contact Center, so neither of them were able to answer calls. I tried emailing my contacts, and NOTHING. I was so upset. That was just the beginning. I urge you to sign up with any other company than this one.

2 years ago

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Byron Hsu San Francisco, CA

Our company adopted Mitel because they promised many advanced features. Initially, phone calls would drop or have poor reception. We lost business because customers could not communicate well with us. I had a better experience by not using a headset, but two apps needed to be opened manually. Phone quality gradually improved over several months, but Mitel never became fully functional. The company has since broken off the contract and adopted a simpler and more reliable phone system.

2 years ago

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Diane Ford Strongsville, OH

I wish I could give minus 10 stars that is how bad this company is. From the moment you buy their phone system/phones, you are in trouble. Education is ridiculous and the system is always going down...I am about 2 years into a 4-year contract and our phones are always going down and it is the same answer: "It's a Global problem". I am in the legal business and need a working phone system that works...I also have fiber optics that I put in my building.

4 years ago

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Allan R Hawthorne, NY

I never write reviews. So this is how you know it’s not a good situation. Since Mitel has taken over from Shoretel and formally M5 they have ruined things. They have virtually no customer support. Instead they force you into their portal to handle all communication and change requests. The portal is impossible to navigate so you never know if you’re doing it right. Nobody ever calls you back. Honestly it’s infuriating. Stay away and locate a different provider who is committed to customer support.

5 years ago

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Mike McCarty Elma, WA

I wish you could select less than one star. Mitel is one of the worse phone providers I have ever encountered. Hardware begins to fail after less than three years, customer service is non-existent with no urgency nor ownership of problems, and phones released 2 years after purchasing the MXe appliance is installed are not compatible. Stay FAR AWAY!!!

5 years ago

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Lindsay Boise, ID

Deplorable customer service, drastically inflated rates after signup, constant service outages, mysterious charges added to bill without authorization, and impossible to get a reply in regards to any issues. Cheap hardware for which they charge extraordinary rates, and can't be used on any other VoIP system once you get away from them. Shady billing practices - they send you bills for DOS a full month in advance (how is that even LEGAL?) Stay far far away from these guys.

5 years ago

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Mark Slater Jacksonville, FL

We have been on MiTel since Feb of 2016. The system continually crashes. We have a medium sized call center and the manner in which customer service with MiTel approaches issues - even when they are their own issues - is absurd. Today we were down over 7 hours and we are still not back up. The MiTel customer service desk lacked any kind of sense of urgency to get THEIR issue fixed. I would not recommend them if your business relies on having a phone system to run your business.

8 years ago

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Chris Perez Sacramento, CA

Terrible customer service, Terrible service. All around terrible experience. The support staff are unresponsive and rude. They do not want to work with you at all. The phone systems do not work reliably. I would not enter into another agreement with them.

1 year ago

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bill alford Omaha, NE

MITEL IS OVERPRICED, COMPLICATED SO THAT EVERYTHING HAS TO BE PROGRAMMED BY THEM (INCLUDING CHANGES) AND THE SUPPORT STAFF SUCKS. SLOW TO ANSWER, 40 MIN CALL TIMES TYPICAL AND THEN THEY HAVE NO CLUE HOW TO ASSIST AND REFUSE TO TRANSFER TO A SUPERVISOR OR ANYONE WITH AT LEAST A ROOM TEMPERATURE IQ.

3 years ago

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Brian S Berwick, PA

Mitel has the worst customer support ,, if you can even get through to them. It's nothing to wait on hold for an hour to get help. Our system goes down all the time. As a matter of fact it went down as I'm writing this review. As for the actual phones,, junk! we have had our system for almost a year and I had to send at least 5 phones back.

4 years ago

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Tom Bannon Irving, TX

totally vested in the solution because they told us about flexibility, quality and support. Reporting is dismal and you cannot even get a call level extract out of the system to do your own analysis and metrics. Don't waste your time with this solution.

5 years ago

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Anthony DeNucci Oceanport, NJ

I've been dealing with telecommunications companies for over 30 years. I became a Mitel customer after their acquisition of ShoreTel. They are far and away the worst company in any industry that I have ever dealt with. I cannot believe that they can possibly stay in business for much longer.

6 years ago

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Catherine Boules

Mitel's Micollab software is horrible, there is an app on cell phone and we get mysterious Voicemail and Missed calls that just appear without the phone ever ringing, There is also a delay when you answer people were you are saying "hello" a few times before you can hear the other person. Honestly if it was my choice I would never choose it

6 years ago

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Yannick Laignel

I gave it 2 stars because it works. But the different services are not really well integrated, the sound in Micollab has a 2 seconds delay from the US to Europe and we can hear other people, not on the call or close to anyone in the call, which is kind of scary.

7 years ago

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Amy North Canton, OH

Mitel is overpriced, unfair contract, support you have to wait forever and their customer portal is not user friendly to make changes to. If you hear their name turn and run the other way.

4 years ago

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Manoj Manathumaril Overland Park, KS

Very unprofessional company. They will fraudulently bill exorbitant money from their customers. They will claim autorenewal to bill you early closing charges. Vonage business is anytime a better choice.

6 years ago

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James Baack Hoffman Estates, IL

Absolutely awful. Beyond terrible. I have to reboot a minimum of 5 times a day. Phone constantly shuts off middle of a call, callers can't hear me, etc, etc. Avoid this.

2 years ago

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Leslie Peeples Alpharetta, GA

Terrible customer service. Have been dealing with the same phone problem for almost 3 weeks - still don't have it resolved.

5 years ago

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MSWN Tucson, AZ

Terrible company. Bad service on both the technical and customer side. Stay away!

4 years ago