Mitel Review

Company Overview:

Mitel was founded in 1972 and is headquartered in Ottawa, Canada. They have offices, partners and sellers worldwide. Mitel is a provider that specifically caters for small to medium sized businesses. Services provided includes an Internet connection specifically designed to provide clearer voice quality for VoIP calling. Mitel will also provide and deliver configured IP phones. Mitel was responsible for designing one of the earliest PBX attempts – they tried to create a service unifying office voice and data control. The company has survived and reinvented itself with international investment from conglomerates such as British Telecom and Schroeder Ventures.

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Mitel provide all their own services and all the research into and development of products is in-house. This means the advisors and technicians you speak to will have in-depth knowledge of the products and services provided.

Features include:

  • IP-PBX systems and software

  • Mobile / Cell compatibility

  • Conferencing and collaboration (voice/video/data) applications

  • IP business telephones – specifically configured for Mitel’s VoIP service.

  • Contact center/call center applications – caller ID, call forwarding, transfer, park, pickup and hold

  • Call history

  • Outbound caller ID, company name and number

  • Do not disturb settings

  • Unlimited local calling

  • Hot desk and softphone options

  • Messaging and voicemail options such as auto-attendant, computer and outlook integration, call queuing and voicemail to email.

  • Enterprise management applications

  • Mitel UC360 Collaboration Point

  • Virtual solutions/Virtualized voice applications

  • Back up power system hosted in highly secure data centers to prevent you from ever being totally offline

  • Provides specialist Internet connection designed for VoIP calls

VoIP Packages/Plans:

There are a number of plans offered to both small businesses and larger enterprises or contact centers. Prices are dependent on your business needs and are available on request from an agent either by phone or through the website.



Ideal for small companies with 1 to 10 employees. You have MiCloud Business’s standard features including mobile twinning, hot-desking, intuitive web-based administration.

Business: Extension Only

Extension Only enables a drop-in, four-digit extension number extended from the main MiCloud Business system. Outbound calls incur small charges.


For businesses that need the applications from MiCloud but don’t necessarily need unlimited calling time. Bundles are available and going over these will incur charges.



Comes with ACD and Contact Center functionality features. Advanced features are available when agents are not logged in as ACD’s.

Extension Only With Voice Mail

This plan is the same as the extension-only setup for small businesses, but includes voicemail. Voice mails can be retrieved through the MiCloud Business system or through the voicemail to email service.


Offers unlimited local and long distance calling plans. Features include mobile twinning, hot-desking, corporate auto attendant, voice mail to email support and contact dialing.


Supervisors have access to all the features available to Advanced and Agent users with the added benefits of silent monitoring, real-time queue monitoring and historical reporting.

Customer Support / Ease of Setup:

Mitel’s operations are really open and customers are given simple and effective customer support and solutions. For support there is one number to call and you are directed through to the correct person quickly. New customers are given one person as their individual point of contact to help through setup and initial use of the product.

Bottom Line:

Mitel looks at the business needs of entire companies, rather than simply looking at one area. The integration aspects of the communications system are advanced but remain easy to use. Having a single point of contact during set up is a really helpful way to get you started and introduce you to the product. Mitel definitely ensures you get the most from their business solutions, whatever size your business may be.

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