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.

Keep reading for pros and cons, plus Mitel reviews from real users.

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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.

  1. MiCloud Business is an all-inclusive, pay-as-you-grow phone system with hardware, software, and tech support available for a monthly subscription price.
  2. 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.
  3. 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.

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.

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

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18 Reviews

Review Breakdown

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Amy

March 26th, 2020 North Canton, OH DETAILS arrow_drop_down
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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.

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Tawny Stottlemire

March 2nd, 2020 Topeka, KS DETAILS arrow_drop_down
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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.

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MSWN

February 7th, 2020 Tucson, AZ DETAILS arrow_drop_down
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Terrible company. Bad service on both the technical and customer side. Stay away!

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Diane Ford

January 29th, 2020 Strongsville, OH DETAILS arrow_drop_down
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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.

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Brian S

January 28th, 2020 Berwick, PA DETAILS arrow_drop_down
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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.

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Kerry H

January 13th, 2020 Knoxville, TN DETAILS arrow_drop_down
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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.

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Leslie Peeples

December 12th, 2019 Alpharetta, GA

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

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Allan R

October 2nd, 2019 Hawthorne, NY DETAILS arrow_drop_down
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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.

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Mike McCarty

June 7th, 2019 Elma, WA DETAILS arrow_drop_down
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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!!!

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Tom Bannon

April 25th, 2019 Irving, TX DETAILS arrow_drop_down
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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.

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Lindsay

March 7th, 2019 Boise, ID DETAILS arrow_drop_down
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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.

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kbnhsfo

February 8th, 2019 Portland, OR DETAILS arrow_drop_down
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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.

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Mike

December 5th, 2018 Scottsdale, AZ DETAILS arrow_drop_down
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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.

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Anthony DeNucci

September 26th, 2018 Oceanport, NJ DETAILS arrow_drop_down
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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.

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Manoj Manathumaril

August 31st, 2018 Overland Park, KS DETAILS arrow_drop_down
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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.

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Catherine Boules

August 20th, 2018 DETAILS arrow_drop_down
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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

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Yannick Laignel

August 16th, 2017

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.

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Mark Slater

November 28th, 2016 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.

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