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

210 Reviews of Mitel

Average User Ratings

Overall

4.24 / 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

(90)

90

3 stars

(28)

28

2 stars

(6)

6

1 stars

(3)

3

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 210 results

February 2019

Julie from Bricker & Eckler LLP

Verified Reviewer

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.

December 2018

Shae from nFocus Solutions

Verified Reviewer

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.

May 2020

chris from Rash Curtis & Associates

Company Size: 51-200 employees

Industry: Financial Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

May 2020

Solid Phones & Sturdy products

I like that they are up to date on technology. I like the dial from keyboard function rather than dialing phone numbers all day. We have had many vendors, Shoretel/Mitel products have outlasted most other hardwares if not all.

Pros

I have used Shoretel/Mitel for 10 years now, i have been using the same phone since implementation. These are sturdy and well put together phones.

Cons

The initial sales rep was kind of a shark. Needless to say he is no longer doing sales for shoretel. Shoretlel did the right thing and made good on his promises.

Reasons for Choosing Mitel

Newer Voip technology and PC integration as well as we had a manager with experience that loved the system.

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.

June 2020

Will from 21st Mortgage

Company Size: 501-1,000 employees

Industry: Financial Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Functionality

3.0

June 2020

Works well

It works well for it's intended purpose and makes our job easier.

Pros

Makes making calls a breeze, it's easy to check voicemails, and to see if other representatives are available.

Cons

If someone is unavailable the calls roll to someone else. This doesn't always work how it's supposed to. Some people get a lot more rolled calls than others.