Mitel is an excellent VoIP phone system that offers businesses needing contact center solutions a lot of value. Besides being a robust traditional phone system, Mitel offers an array of contact center services.
What makes this system an ideal option for all businesses is the multiple ways it can be deployed. The system is available in the cloud, as an on-premises system or as a hybrid that combines the two. There are multiple service plans that give businesses the flexibility to ensure each employee has the features and tools they need to best support their job responsibilities.
Pricing and Terms
Pricing for Mitel varies based on the deployment option and service plans needed. The cloud-hosted system charges monthly fees on a per-user basis. Fees for the base phone system range from $30 to $55 per user. Call center licenses were an additional $24 to $50 per month. The on-premises system costs are made up mostly of one-time, upfront fees. However, since Mitel's on-premises systems are sold via local resellers throughout the country, prices will likely vary based on the reseller you are working with. The representative we spoke with quoted us prices of between 800 to $950 per user depending on the features you want included. Additionally, those costs could rise higher depending on the call center tools your business needs.
Mitel requires contracts. They typically range between one and three years. In addition, there is a one-time charge for installation, setup and training.
Mitel can be hosted in the cloud, on-premises or as a hybrid of the two.
- Mitel's MiCloud Office is a cloud-hosted VoIP phone system that requires no equipment to be installed, except phones, and Mitel handles all of the maintenance and upgrades. The main components of the system are housed in Mitel's geo-redundant data centers. The company uses multiple data centers around the world to ensure service stays operational, even if one of the locations shuts down. To make sure the MiCloud Office system has perfect call quality, the company recommends having a fiber connection and 100 Kbps for each concurrent call. In addition to MiCloud Office, Mitel offers MiCloud Business and MiCloud Enterprise.
- Mitel offers several on-premises options. The on-premises systems are housed inside your business. They require professional installation, and you are responsible for the maintenance and upgrades. The on-premises systems, which can be used in shelf-top, rack-mount and wall-mount configurations, support numerous locations and use a software and hardware platform that combine data networking and TDM switching architectures.
- The hybrid option houses the main telephone system in the cloud, with the contact center solution hosted on-premises inside your business.
When it comes to features, few phone systems have more to offer than Mitel does.
Among the features Mitel's phone system includes are:
- A wide range of calling features, including auto-attendants, music on hold, call screening, call blocking, the ability to dial by name or extension, voicemail-to-email, call blocking and hunt groups.
- There are a number of collaboration tools, including audio conferencing, instant messaging, presence, video chat and desktop sharing.
- The Mitel mobile app, available for iOS and Android devices, allows employees to make and receive business calls, conduct conference calls, and check voicemail.
Mitel's contact center includes:
- Universal queuing and enterprise resource matching
- Optimized call routing by service level, skills, priority, customer identity, schedules and caller location
- Email, fax, voicemail, SMS and web chat integration
- Customer callbacks
- Automatic speech recognition
- Softphones that allow agents to make and receive calls from their computers
- Prerecorded announcements
- Silent monitoring
- Call recording
- A dashboard that provides a real-time view of how their call center is performing
- Integrations with Salesforce, NetSuite, Microsoft Dynamics, Act, Zendesk and Desk.com
- You can mix and match service plans based on what each employee needs.
- Mitel's cloud systems have an uptime of between 99.97 and 100 percent. If the uptime drops below 99.99 percent, customers are eligible for credits on future bills, according to the company's service level agreement.
- We were impressed with Mitel's customer service. To test the support offered, we called the company multiple times posing as a business owner interested in phone and contact center services. All of the representatives we spoke with were helpful and answered all of our questions in detail.
- Mitel offers customer support by phone 24 hours a day, seven days a week, 365 days a year.
- One potential downside is the unknown of how the company will operate after its recent acquisition of ShoreTel. Some of the documents we received from the company still had the ShoreTel name and logo on them. While we will monitor how the company operates moving forward, we are comforted by the fact that both Mitel and ShoreTel were excellent providers on their own. In theory, combining the two should make an even stronger offering. Only time will tell though.
- We had difficulty finding Mitel's accreditation status and rating with the Better Business Bureau. Some of its local offices were on the BBB website, but its headquarters were not. We would have liked to see if there were any complaints about the company. Mitel is one of the best options for businesses looking for a phone system that also offers robust contact center services. It can be hosted in the cloud or on-premises, and it's available in a range of service plans that vary based on price (and the included features). The company offers top-notch customer support. The only thing to keep your eye on is whether or not any changes to its services are coming following the acquisition of its competitor ShoreTel.
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