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. 

Call routing
Call routing
Call routing
Flow chart
Flow chart
Missed calls
Missed calls
Usage log
Usage log

Supported Operating System(s):

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



186 Reviews of Mitel

Overall rating

4.5 / 5 stars

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Showing 1 - 20 of 186 reviews

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Ann M. from BVK

Number of employees:  51-200 employees

Ease-of-use

Functionality

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

Rhett from Paycor

Specialty:  Finance

Number of employees:  1,001-5,000 employees

Ease-of-use

Functionality

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.

Kali from RB Sales

Number of employees:  11-50 employees

Ease-of-use

Functionality

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.

Michael from RB Sales

Number of employees:  11-50 employees

Ease-of-use

Functionality

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

Sydney from RB Sales Corporation

Number of employees:  11-50 employees

Ease-of-use

Functionality

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.

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Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Functionality

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.

Gabe from RB Sales Corporation

Number of employees:  11-50 employees

Ease-of-use

Functionality

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.

Denver from I.T Experts Philippines

Specialty:  Professional Services

Number of employees:  11-50 employees

Ease-of-use

Functionality

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.

Brent from KSMC

Specialty:  Professional Services

Number of employees:  51-200 employees

Ease-of-use

Functionality

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.

Paul from SCTCS

Specialty:  Education

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Mary from SC Technical College System

Specialty:  Education

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Gurvinder from Pharmacyclics

Number of employees:  501-1,000 employees

Ease-of-use

Functionality

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.

Patty from Sightline Payments

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Colleen from Guaranteed Rate

Specialty:  Other

Number of employees:  5,001-10,000 employees

Ease-of-use

Functionality

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.

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Verified Reviewer

Ease-of-use

Value for money

Customer support

Functionality

June 2018

Easy to Use Phone System and Cost Effective

Pros

I found this product to have a user-friendly interface when managing the phones in our organization. What I liked the most about the product is the ease in knowing which phone blocks are available for use, as well as the number of phone numbers available in that specific block. Additionally (unlike Cisco Call Manager) it shows the full phone number. This is VERY useful if you are forced to have different call blocks with different prefixes. Not to mention, the call communicator for each user was AMAZING. We could easily make calls to other extensions (or outside numbers) from our desktop using the communicator. Also, if you wanted to call someone in your organization, it will indicate if the person is available (green) or on a call (red). Also great for our call center that had a call queue available.

Cons

Nothing that I could think of that I liked least about the product. I think this is a very user friendly interface and we had no complaints when using.

Guillermo from Eastern University

Ease-of-use

Value for money

Customer support

Functionality

May 2018

Tool for easy use and administration adaptable to the needs.

Pros

- In practice, students implement it without any difficulty.
- Does not require so much staff for maintenance.
- The tests carried out prove to be a robust tool.
- Redundancy is presented as a decisive factor in having communications problems.

Cons

- It presents high implementation costs.
- Only support is available from the company that distributes it.

Mike from Curo Health Services

Specialty:  Healthcare

Number of employees:  1,001-5,000 employees

Ease-of-use

Functionality

May 2018

Absolutely Great

Pros

Our company uses Shortell and they are great. In all the years of using different providers they are hands down the best.

Cons

Some of the features are not rolled out to us. This is more of a corporate regulation but I’d like to be able to use all the functionality

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Verified Reviewer

Ease-of-use

Value for money

Customer support

Functionality

May 2018

If you need something to soley dial a number and track information, then Shoretel may be for you!

Pros

Shoretel is a very simple program, and gives you exactly what you need; integration with salesforce, easy dialing with a click, tracks the basics (length of a call, connects, outbound calls, inbound calls, and voicemails)

Cons

Shoretel crashed often (aka, once every two weeks) and the whole sales floor would have to stop calling, and sometimes it would miss calls.

Michael from Robert Half Technology

Ease-of-use

Value for money

Customer support

Functionality

May 2018

I use ShoreTel Connect as our company's main method of communication for outside candidates/clients.

ShoreTel allows me to connect quickly and efficiently with candidates and colleagues.

Pros

ShoreTel Connect integrates seamlessly with our Salesforce databases, allowing me to quickly call candidates and clients by simply clicking the number on the screen. When making 100+ calls per day, this small quality of life assist is very welcome.

Cons

I have experienced some issues while attempting to use ShoreTel when not connected to our company's network. When connected via home/public Wi-Fi, there will be intermittent issues with maintaining a connection to ShoreTel.

Kelsey from Rural Health Group, Inc.

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

May 2018

Company Phone/IM Service

Pros

My company uses this software for our phone service and IM service. It is so nice to be able to instant message employees that are not in the same building.

Cons

No complaints here- I'm very happy with the functionality of this product. We will continue to use it in our company.


Displaying 1 - 20 of 186 reviews