Mitel Review

Ottawa, Canada
Deployment Model:
Free Trial:
70 million

Mitel At A Glance

Good: The solution is easy to setup, and the user interface is intuitive.
Bad: Users report that support packages can be expensive, and the solution lacks advanced voicemail features.
Bottom Line: Mitel is a VoIP solution that offers companies of all sizes cloud communications, collaboration and contact center services.

Product Overview

Mitel is a VoIP solution built on Google Cloud that provides companies with end-to-end cloud communications, collaboration and contact center services.

The software has three main functions:

MiCloud Connect – MiCloud Connect is a business VoIP system that combines communications and collaboration tools.

Mitel Teamwork – Mitel Teamwork enables team productivity and collaboration.

MiCloud Connect CX – MiCloud Connect CX lets customers contact companies through phone, email, chat, SMS and social media.

The vendor serves companies of all sizes in many industries, such as education, field services, government, health care, hospitality, manufacturing, retail, and sports and entertainment.

The solution helps companies migrate to the cloud, improve customers’ experiences and maximize on-site equipment. The mobile app is available on iOS and Android.


Mitel’s key features include:

Audio and visual conferences – Users can create audio and visual conferences for up to eight participants.

Business phone system – Companies can deploy a business phone system with call routing and built-in virtual private networking (VPN). The system is also available as a mobile app for iOS and Android.

Call management – Companies have access to caller ID, paging and voicemail functionality. Users can also park, forward or transfer calls.

Collaboration – Users can send messages, share content and files, create and assign tasks to teammates and communicate through a virtual workspace app.

Contact center – Companies can deploy a contact center that provides omni-channel communications, automatic call distribution, interactive voice response and intelligent routing.

Target Market

Mitel serves global companies of all sizes in a range of industries.

Its customers include:

  • Carlsberg Breweries
  • Hyatt Hotels
  • Liverpool Football Club
  • Make-A-Wish Foundation
  • Minnie's Food Pantry
  • Netflix
  • Orion Township
  • Pacers Sports and Entertainment
  • Smile Doctors
  • Western Mutual Insurance Group


As a cloud-based solution, Mitel can be set up quickly and easily. The vendor provides clients with a start-up guide for setting up locations, transferring numbers, adding users and activating features.

The solution integrates with customer relationship management (CRM) systems, Zoom video, G Suite and more.

Customer Service & Support

Customers can contact Mitel via phone and email for cloud support and technical support.

The vendor also has product demo videos, a knowledge base and training courses.


Mitel offers three monthly subscription plans based on the number of users.

Essentials – The Essentials plan costs $20.99 per user, per month for the following features:

  • Unlimited calling
  • Business telephone sysem
  • Audio and visual conferences for up to eight participants
  • Web conferencing for up to four participants
  • Instant messaging
  • Softphone
  • Outlook and G Suite integration
  • Business SMS messaging
  • Mobile app
  • Admin portal

Premier – The Premier plan costs $26.59 per user, per month and includes all the Essential plan features, plus:

  • CRM integration
  • On-demand call recording
  • Voicemail transcription

Elite – The Elite plan costs $38.49 per user, per month and offers all the Premier plan features, plus:

  • Archiving
  • Operator
  • Constant call recording

Pricing info for contact center functionality isn’t available on the website. Please contact the vendor directly for more info.


Users report that support packages can be expensive, and the solution lacks advanced voicemail features.


Mitel Screenshot 1
Mitel Screenshot 2
Mitel Screenshot 3


Founded in 1972, Mitel provides unified communications solutions around the world. It’s headquartered in Ottawa, Canada, and maintains over 55 global offices.

The company is the market leader in total cloud seats and private cloud worldwide. It has 70 million business users who make 2 billion daily connections in more than 100 countries.

The vendor’s business VoIP phone system was recognized as one of the Best Business Tools of 2019 by Newsweek.

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