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Originally founded in Ontario, Canada during 1973, Mitel is one of the most well established telecom companies in existence. Originally, the company focused on creating PBX systems for large businesses. Since VoIP has now become the predominant technology for communications, the company restructured in 2001 to capitalize on providing infrastructure for high-powered IP business phone systems. In May of 2012, Mitel officially launched a new cloud based unified communications solution called AnyWare Hosted PBX. This is effectively a business VoIP service that is provisioned by the Mitel NetSolutions division that offers Cloud Based services to businesses across the United States. The hosted PBX service leverages the Mitel Freedom Architecture to allow businesses to choose a virtual, or hosted solution as opposed to an on-premise phone system solution.
Mitel has been progressively growing for over 40 years because of an ability to both recognize changing trends in communications as well as utilize resources to create products and services that adapt to the evolving market. The company provides a broad range of solutions that are based upon a core product that is a highly customizable, virtual communications datacenter known as Mitel MiCloud.
With this solution built on VMware, you pay as you scale based on the applications provisioned and number of users. This communications infrastructure as a service (IaaS) allows a company to build a network that can serve up to 50,000 users. The system is hosted within a secure environment that meets HIPAA, SOX and PCI compliance mandates. Uptime is guaranteed to be in excess of 99% with no more than a 35ms latency.
Essentially, everything Mitel provides from a service perspective is cloud hosted although some on premise solutions are available. Other services are packaged separately for businesses that do not need the full MiCloud service. Solutions such as more refined categories of Internet communication services exist for companies less expansive.
A business can select from the MiVoice service for calling, MiContact for contact center operations like building an advanced IVR menu, MiCollab for applications like telepresence and also, a more refined version of the MiCloud called Mitel MiCloud Business. These solutions are geared toward mid-sized and smaller businesses. They are further broken down into industry specific categories.
Though industry specific solutions are based on the components of the core service, emphasis is better placed on certain features included with service. For example, the education solution focuses on features such as conference calling, SMS features that quickly relay information to parents (or students in higher education) and emergency alert capabilities. Other industries with specific packages from Mitel include financial services, government, healthcare, hospitality, housing, media & entertainment, professional services and retail.
Like with many other providers who cater to very large enterprises, a direct pricing model is nowhere to be found. Some 3rd party services have produced immense lists of different pricing sets for different configurations of Mitel services. This means that it is essential to acquire a quote from a representative to determine exact pricing.
For the most part, Mitel customer service is highly commended for assisting from start to finish with implementing service. However, some complain that the service has poor quality (e.g. echoing, choppiness, lack of volume control, etc.) These issues are most likely related to Internet bandwidth issues and internal network configuration issues, so as with any business phone solution, it is critical to ensure that enough Internet bandwidth is available and the network is configured correctly with QoS.
Mitel has their own mobile voice and data infrastructure which is a unique trait for a VoIP company. For companies with the resources to issue devices to employees, this is a great but does not appeal to a very large niche of customers. Though there is a mobile app that supports some of Mitel's features, they mostly do not cater to BYOD customers at this point in time.
For a company looking for a feature rich, highly scalable platform where service and functionality outweigh the cost associated with the service, Mitel is truly a leading provider for such businesses. This is the kind of solution well suited for both small and large business and also for businesses that span multiple offices and regularly work together as a distributed team.
Building a call center is imperative for companies that are heavily dependent on voice communications. Aside from a very small group of users, most Mitel customers are very happy with the support and functionality of the service.
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Mitel reviews are listed in chronological order.
#5 : Mark : MAR 7th, 2016
This service works well which is more than can be said about my previous provider. Decent features, fair price and above average customer service.
#4 : Bill : APR 8th, 2015
A pioneer in voice virtualization with VMware, Mitel offers more "usable" features than it's competitors.
#3 : Andrew : DEC 17th, 2014
Basically worthless. My company pays over $700/month for this garbage system and it is unusable. I do not answer calls because the quality is so bad. I just use my personal cell phone to call clients. We are stuck in a contract so do yourself a favor and use another company.
#2 : Bill : MAR 18th, 2014
We have the mitel 5360 phones in our office. They are terrible. Very poor quality, a lot of echo and interference problems, and now we've been without voice mail for more than 2 days, and mitel still hasn't fixed the problem. Their customer service is awful, the reps come to the office and cannot, or simply will not, correct the issues with the system. Reliability of the phones is also poor. In about a year and a half, we've had issues with several phones. I have nothing good to say about this phone system - the Cisco system was cheaper and better. We made a big mistake going with mitel.
J. Collins (December 3rd, 2014) : I am sorry to hear that you are unhappy with the Mitel solution. I have been working with them for 20+ years and have been implementing their VoIP solutions since Beta version back in 2000. I have since been working with an organization that has moved to selling 90% hosted services and have personally built a Mitel Cloud offering. If you are unhappy with their solution and the QOS, I am sure that I can lend some guidance to have the issues resolved. Either with them direct, or moving the phones to a private Cloud solution. For the past 9 years we have been providing these services with Mitel solutions and we guarantee the 5 nines of SLA's if the infrastructure is designed correctly.
#1 : Bill : MAR 27th, 2013
none, it just works and does what we need and more.
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