About Mitel

Mitel is a cloud-based VoIP phone system that offers collaboration and conferencing tools to enable information flow within the organization. 

The solution enables system administrators to manage user settings, set preferences and monitor call activity. With ready-to-use calling data, the management can keep track of sales performance and service levels. Mitel also offers an analytics package to analyze call data and generate valuable business insights.

With Mitel, callers can invite people to their conference line, retain conversation history, record calls, share desktops and more. The solution also offers tools to configure rules for prioritizing call routes. Users can also design flexible models for call overflows and convert voice messages to...


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Supported Operating System(s):

Windows 7, Mac OS, Web browser (OS agnostic), Windows 8

207 Reviews of Mitel

Average User Ratings

Overall

4.25 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

Ratings Snapshot

5 stars

(83)

83

4 stars

(88)

88

3 stars

(28)

28

2 stars

(6)

6

1 stars

(3)

3

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 207 results

February 2019

Julie from Bricker & Eckler LLP

Company Size: 201-500 employees

Industry: Law Practice

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Functionality

4.0

February 2019

Everything I need.

I'd say we've had a seamless integration of ShortTel at our firm. I love the added features and how easy they are to use. Fits very well in my day-to-day operations.

Pros

Our company switched to ShoreTel a few years ago, and I've noticed a significant difference in how I use my phone and voice services. The desktop application makes it extremely easy to track missed calls, know the status of people I'm trying to get a hold of, and forward any calls when I'm out of the office.

Cons

Only one complaint - when voicemails get sent to my email, I have to listen to them through my external phone speakers instead of the earpiece. Sometimes I get confidential calls, so I can't be discreet about checking my messages.

July 2019

Jeff from Community Bank and Trust of Florida

Company Size: 51-200 employees

Industry: Banking

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

3.0

Functionality

5.0

July 2019

Enterprise class VOIP phone system at a much lower cost than competitors

We needed a VOIP system that was powerful, yet easy to setup and use without having to hire someone full time to operate it. ShoreTel gave us exactly that and now with over 350 phones, we rarely ever have any issues.

Pros

Although its a hardware and software VOIP telephone system, the software is extremely powerful and flexible, yet very easy to setup and use. Once it's programmed, it simply works. There are a lot of hardware options when selecting phones and enterprise required devices that making simple connections to remote offices and mobile users possible. You will also notice Mitel has acquired ShoreTel, but same high quality software and hardware support available.

Cons

Tech support is great, but extremely expensive and only available through VAR's or primary vendor you purchased hardware through. Trade off is that if not too complex of implementation, instruction manuals provided make for fairly easy install and setup.

Reasons for Choosing Mitel

East of implementation, hardware components available, features available, including ability to have multiple 50's and 90's controllers at remote office for redundancy.

December 2018

Shae from nFocus Solutions

Company Size: 51-200 employees

Industry: Computer Software

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

3.0

Functionality

5.0

December 2018

Complex Implementation - Low Key Day-to-Day Maintenance

Pros

We were lacking quite a bit with our prior phone system. So the transition to shoretel was much needed. I was involved with the RFP and pricing discussion with a multitude of vendors. In all cases, Shoretel offered the greatest amount of features, including integration with our CRM (Dynamics) all while having the lowest price point. As the Director of HR, I am able to act as system admin with zero technical background, which is also greatly appreciated.

Cons

Reporting analytics are limited. Requires integration with third-party product to get the analytics we prefer. That being said, we dive more into our call details as we are a call center and execute performance metrics at the agent-level based on said data.

December 2019

Robert from NMSBVI

Company Size: 201-500 employees

Industry: Education Management

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

December 2019

ShoreTel/Mitel

We've been customers for over 10 years. It is a very stable and scalable platform.

Pros

This is a great VOIP system. The software is easy to configure and the phones work great. The platform runs without much need for interaction.

Cons

Support costs and partnership fees can be very expensive. However, the system just works, and doesn't require a lot of maintenance.

Reasons for Choosing Mitel

Ease of use, Cost and scalability

May 2015

Natalie from Ronald McDonald House New York

Industry: Philanthropy

Time Used: More than 2 years


Ease-of-use

4.0

Functionality

3.5

May 2015

Shoretel truly makes the communication process easier

Pros

I rarely actually use my voicemail, but I understand that it's a necessary part of doing business with some. I appreciate that when I'm on the go, Shoretel's transcription allows me to still read voicemails, and the IM function is so necessary for intra-office communication. I love that I can access my voicemails via email and I never have to call in!

Cons

I think Shoretel could benefit from a few more user-friendly benefits like recording of chats. Once the window closes, it's gone. However, at its core, what it does best is the availability of voicemail across other platforms. That happens very well. Also, I think that the interface that allows you to switch between the functions (calls, IMs, etc.) could be a little better organized. I've had complaints from colleagues that have been unable to figure out how to add contacts. When they try to set it up, they end up accidentally calling people.