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 text automatically.

Mitel offers integration with business applications such as CRM, ERP and ATS. 



192 Reviews of Mitel

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 192 reviews

December 2018

Shae from nFocus Solutions

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

5 of 5

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 2018

Ryan from Share One, Inc.

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

5 of 5

December 2018

Great business VOIP

24/7 available call forwarding and message recording make being on call easier.

Pros

The ease of access is great; forwarding to a mobile phone, the app access and ease of remote access fluidity.

Cons

The windows application UI can be confusing.

November 2018

William from Sullivan University System

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

5 of 5

November 2018

Shoretel Communicator: Making Communication Easy

Shoretel has really helped to streamline and make our communication efforts more effective. I rarely type in anyone's phone number; I simply look them up in the system or reference my saved contacts.

Pros

I like the line redirection feature the most. You can configure and redirect your line to your mobile phone with one click, which is great and convenient for remote or offsite days. I also like the messaging feature because not everyone in my company uses Skype, but most everyone uses Shoretel. Shoretel also replaced all of our physical phone directory sheets, which is a nice step into the 21st century.

Cons

The call history feature doesn't always update in real time. I've seen instances of a missed call not showing up immediately in my call history, making it impossible to promptly return the missed call.

November 2018

Cory from Meridian One

Company Size: 501-1,000 employees

Review Source


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

4 of 5

November 2018

Mitel Solutions

Pros

They offer a full suite of solutions depending on what type of business you are and your exact needs. We have used them for a software/hardware phone solution and have had great success with them.

Cons

Customer support is lagging at times but has gotten better. Integration hiccups occurred from the onset and tend to pop up randomly

November 2018

Ryan from Adaptek Systems

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

November 2018

ShoreTel

We recently updated our phone system from a 20+ year old system. The new ShoreTel system is a very welcomed change

Pros

Caller ID and desktop app. The desktop app makes it a lot easier to make calls from your contacts

Cons

With the phone I have been supplied there is no way to silence the dial tones when entering a phone number

October 2018

Jean from Maila Networks

Company Size: 11-50 employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Functionality

5 of 5

October 2018

Telephony done right with all the bells and whistles

A well thought system and with phones that are made to last. The phones are ergonomic and with unique design.

Pros

Well designed product and made to last. The integration with all the other products, chat system, desktop and the different phone's models.

Cons

Needs a marketing plan for the rest of the world, not well know on latin america. Along with that not all the functions are in native language.

October 2018

Ann M. from BVK

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

October 2018

Shoretel VOIP is the best business phone system I've used

Pros

It has all the features one could want, is easy to use, and even if you haven't used a feature in a while it basically teaches you again simply

Cons

It's internet based - which means if we lose internet or electricity our system is down. It happens a couple times a year. But it's the nature of using VOIP, not the system's fault

October 2018

Rhett from Paycor

Company Size: 1,001-5,000 employees

Review Source


Ease-of-use

5 of 5

Functionality

4 of 5

October 2018

Great phone system

Great phone system and phones, we have been using them for a long time.

Pros

We have been using these phones and phone system for awhile. It is a vast improvement over our old phone system. They provide a lot of functionality.

Cons

It does seem like system issues take awhile to fix. It is easy to accidently press an incorrect button/function.

September 2018

Kali from RB Sales

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

3 of 5

September 2018

Not very user friendly

Pros

I like how you can customize groups within the system to be able to make transfers without the desk top phone. I unfortunately do not have a lot of other things that I like about this software.

Cons

This software could use a lot more user friendly options. To transfer using the online system you have to go through a series of 3-4 clicks, and if another call is coming in you have to wait for that to be transferred before you can transfer the call you have.

September 2018

Michael from RB Sales

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

3 of 5

September 2018

Could be better

Pros

While it is better than our old Avaya in terms of features, some of the items that "should" be there are missing.

Cons

Lacking on some basic features, updates would be nice

September 2018

Sydney from RB Sales Corporation

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

5 of 5

September 2018

ShoreTel

Pros

Nice to have something on my computer to answer phones with and see whether my coworkers are available or not.

Cons

Some of the features are a little weird. Like trying to transfer a call to someone could be easier.

September 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

4 of 5

September 2018

Great product!

Pros

I highly recommend this product. I use the Shore Tel phone system everyday and till now very satisfied with its performance. I like the ease of recording any incoming or outgoing calls. You get a copy of the recordings to your email as well. It got the caller id feature which is really helpful too.

Cons

None, Very satisfied with its functionality and performance.

September 2018

Gabe from RB Sales Corporation

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

September 2018

Hardware is more user friendly than the functions offered through the computer

Pros

The button layout on the provided phones are very easy to use.

Cons

It takes longer to go through the system when trying to merge calls.

September 2018

Denver from I.T Experts Philippines

Company Size: 11-50 employees

Review Source


Ease-of-use

4 of 5

Functionality

4 of 5

September 2018

Best and cost-effect IP telephony!

Pros

Mitel offers cost-effective communication solutions via cloud. It also offers a portal to manage phones, features and relevant information in communication. Business Intelligence data is also available to better manage services.

Cons

When we are working on Shoretel solutions, our partner is very helpful and give us full support. Recommended to contact your local partner to discuss your requirement.

August 2018

Brent from KSMC

Company Size: 51-200 employees

Review Source


Ease-of-use

3 of 5

Functionality

3 of 5

August 2018

ShoreTel Review

Pros

Struggling to find something good to say. The interface has improved over the years. Logging in isn't too bad.

Cons

Administration of users is difficult and not intuitive. The instance we had was constantly locking up and was not easy to use.

July 2018

Paul from SCTCS

Company Size: 51-200 employees

Review Source


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

4 of 5

July 2018

Functional phones, can be a good budget option.

Pros

Mitel phones are in plenty of stable deployments around the country. They're generally great at getting out of the way and letting you do your work.

Cons

Make sure you have someone in a support role who is fully trained on the phones, or support may have an end user confusedly poking away at a phone to troubleshoot an issue.

July 2018

Mary from SC Technical College System

Company Size: 201-500 employees

Review Source


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

July 2018

ShoreTel to Mitel

Pros

The interface is very simple and has a bunch of great features that are helpful in everyday worklife.

Cons

The switch from ShoreTel to Mitel has been a bit confusing for all the branding, but they've tried to make it as seemless as possible.

July 2018

Gurvinder from Pharmacyclics

Company Size: 501-1,000 employees

Review Source: GetApp


Ease-of-use

5 of 5

Functionality

4 of 5

July 2018

ShoreTel

Pros

The system does well when you only have to receive calls and listen to voicemail. However, system gets very complicated when you want to use it for advance features

Cons

My company has Shoretel, I was surprised to see how the system is not user friendly. Features like call forwarding can take time to setup. Even the phones are not easy to navigate...I have used much simpler phones with great features.

June 2018

Patty from Sightline Payments

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

5 of 5

June 2018

My employer currently uses shoretel for our call center it works great for the most part

I get to do my job as a support agent without interuption for the most part, for a while we had alot of problems but now we seem to be doing good with no problems in the last couple of months.

Pros

usually on most days it works great, the call quality is good and their are no issues.
i like the ease of use and it connects instantly. I like how it gives us options to break, without having to log out and the timer helps me know how long i have been on my break or lunch break,

Cons

sometimes we have issues with the phone still rings while we are still on a call with the customer and sometimes the customer cannot hear us when we are answering the phone and vice versa, the support people keep blaming it on our computers but it is clearly not our computers when we havent had these issues with our older system.

June 2018

Colleen from Guaranteed Rate

Company Size: 5,001-10,000 employees

Review Source


Ease-of-use

4 of 5

Functionality

3 of 5

June 2018

Not Consistent Enoug

Pros

I like have a click to call feature - that's really nice for those of us that spend a lot of time on the phone. It's nice to be able to group people into contacts for easy access.

Cons

Not consistent! Shuts down a lot, often hear things in the background, sometimes it will show me I missed a call but the call never rang.