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24 User Reviews


Overall Score

LAST UPDATED: June 17th, 2022

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


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.


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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24 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.

2 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.

3 years ago