When choosing the a phone system for your business, Mitel and Zoom are two popular options, each catering to different business needs. While Mitel has a long-standing reputation in traditional phone systems and unified communications, Zoom has become a go-to for video conferencing and collaboration solutions. This full comparison of Mitel vs Zoom covers the features, costs, pros and cons, and other considerations to help you decide which platform best fits your business.
Mitel vs Zoom
| Category | Mitel | Zoom |
|---|---|---|
| Primary Focus | Unified communications with a strong emphasis on enterprise-grade voice services and contact centre solutions | Video conferencing and collaboration-first, with Zoom Phone as a VoIP addition |
| Voice Services | Advanced VoIP features, including desk phone, softphone, and mobile integration, ideal for high call volumes | VoIP features included in Zoom Phone, suitable for basic business communication |
| Video Conferencing | Basic video conferencing features included, not as advanced or widely used as Zoom’s | High-quality video conferencing and webinars, well-suited for virtual meetings and events |
| Contact Centre Capabilities | Comprehensive contact centre features, including call routing, IVR, analytics, and CRM integrations | Limited contact centre functionality, not designed for customer service-heavy environments |
| Collaboration Tools | Instant messaging, presence, file sharing, and basic video integration | Team chat, file sharing, project collaboration tools within the platform |
| Integrations | Extensive integrations with CRM and productivity tools, including Microsoft Teams, Salesforce, and other popular apps | Integrates well with Google Workspace, Office 365, Salesforce, and Slack |
| User Experience | Enterprise-grade system, but with a steeper learning curve for new users due to complex features | User-friendly interface, known for its ease of use and minimal setup |
| Scalability | Highly scalable, suitable for SMBs to large enterprises, especially with customisable options and contact centre capabilities | Scalable for SMBs and enterprises, especially those prioritising video and remote collaboration |
| Hardware Support | Supports desk phones, VoIP headsets, and other hardware commonly used in business phone setups | Primarily softphone-based with support for VoIP headsets; limited support for desk phones |
| Security and Compliance | Strong security features, suitable for industries with high regulatory requirements (GDPR, encryption options) | Enhanced security, including end-to-end encryption and GDPR compliance |
| Mobile App | Offers a mobile app with VoIP calling, messaging, and collaboration capabilities | Mobile app provides video conferencing, messaging, and Zoom Phone capabilities |
| Pricing (Typical Range) | Essentials plan: £15–£20/user/month; Premier: £25–£40+/user/month; Enterprise: £40+/user/month, plus potential setup costs for hardware | Zoom Phone: £10–£12/user/month; Zoom Pro/Business: £15–£25/user/month; Enterprise: £30+/user/month |
| Best For | Businesses with high call volumes, customer service teams, and those needing advanced call management and integration options | Businesses prioritising virtual meetings, remote collaboration, and simple, all-in-one communication tools |
| Pros | Advanced voice and contact centre features, customisable options, strong CRM integrations, suitable for high call volumes | Excellent video conferencing, user-friendly, affordable options for small businesses, unified communication platform |
| Cons | Higher costs for entry-level users, complex interface with a learning curve, fewer video conferencing capabilities | Limited advanced call management, less hardware support, fewer customisation options for large, complex deployments |
Features comparison – Mitel vs Zoom
Mitel – Unified communications with an emphasis on voice
Mitel offers a robust suite of communication tools focused on unified communications as a service (UCaaS), contact centre solutions, and collaboration tools. Key features include:
- Enterprise-grade voice services: Mitel is known for its high-quality VoIP solutions that support desk phones, softphones, and mobile integration, allowing employees to work efficiently across devices.
- Contact centre features: Advanced contact centre options make Mitel a strong choice for customer service teams, with intelligent call routing, IVR, and analytics.
- Collaboration tools: Mitel includes instant messaging, presence, video conferencing, and team collaboration tools to support remote and hybrid working.
- Integrations: Mitel offers integrations with popular software such as Microsoft Teams, Salesforce, and other CRM systems, making it ideal for businesses that need seamless interoperability with existing tools.
- Customisability and scalability: From small teams to large enterprises, Mitel’s customisable plans allow businesses to start small and scale up as needed.
Zoom – Collaboration-first with communication add-ons
Zoom started as a video conferencing platform and has expanded its offerings to include Zoom Phone, a VoIP phone system designed for businesses. Here are Zoom’s key features:
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- Video conferencing and webinars: Known for its easy-to-use video conferencing, Zoom is particularly suitable for businesses that prioritise virtual meetings and events.
- Zoom Phone: With Zoom Phone, businesses can use Zoom’s reliable VoIP system for voice calls, featuring call forwarding, IVR, and call recording. It’s ideal for businesses already using Zoom’s video platform and looking to integrate a phone solution.
- Team chat and collaboration tools: Zoom includes messaging, file sharing, and project collaboration tools within its platform.
- Unified platform: Zoom’s all-in-one platform for video, voice, and collaboration offers convenience, especially for businesses that need both remote communication and virtual meeting capabilities.
- Integration options: Zoom integrates well with applications like Google Workspace, Office 365, Salesforce, and Slack, allowing users to work within their preferred ecosystem.
Cost comparison – Mitel vs Zoom
Mitel pricing
Mitel pricing varies significantly depending on the plan and level of customisation. Here’s a breakdown of typical costs for UK businesses:
- Essentials plan: Designed for smaller businesses, Mitel’s entry-level plans can start around £15–£20 per user per month.
- Premier and Elite plans: For more advanced features, including contact centre capabilities and video conferencing, prices range from £25 to £40+ per user per month.
- Enterprise plans: These highly customisable plans for larger organisations can cost upwards of £40 per user per month, with additional costs for extra features or integrations.
Mitel also offers bespoke pricing for larger deployments or businesses with unique requirements. Setup fees and additional costs for hardware (such as desk phones) may apply.
Zoom pricing
Zoom’s pricing is relatively straightforward and is structured around its core services:
- Zoom Phone basic plan: Starts at approximately £10–£12 per user per month, covering essential VoIP features suitable for small businesses.
- Zoom Pro and Business plans: For companies that require video conferencing and Zoom Phone integration, the Pro and Business packages cost around £15 to £25 per user per month.
- Enterprise plans: Large enterprises with extensive video and communication needs may require the Enterprise plan, costing around £30+ per user per month.
While Zoom offers a range of video and phone features at a competitive price, additional costs may apply for webinars, larger meeting capacities, and custom integrations.
Pros and cons
Mitel
Pros:
- Strong focus on voice and customer service features, ideal for contact centres and businesses with high call volumes.
- Scalable, with options for customisation based on business size and communication requirements.
- Wide integration options make it suitable for businesses with existing CRM or productivity tools.
- Robust support for desk phones, mobile devices, and remote working needs.
Cons:
- Higher starting costs, particularly for smaller businesses or those with basic communication needs.
- Interface can be more complex, requiring a learning curve for new users.
- Limited video conferencing features compared to Zoom.
Zoom
Pros:
- Excellent video conferencing features, ideal for businesses focused on remote work and virtual meetings.
- Competitive pricing for small businesses, especially those already using Zoom for meetings.
- Simple, user-friendly interface with minimal setup requirements.
- Unified platform that includes video, voice, and chat in one solution.
Cons:
- Lacks advanced contact centre features compared to Mitel.
- Limited hardware support, mainly suited to softphones or VoIP headsets.
- Fewer customisation options for larger businesses needing highly tailored communication solutions.
Additional considerations
User experience and support
Mitel users often appreciate its enterprise-grade support, with dedicated assistance available for customisation and onboarding, making it a strong option for businesses with more complex requirements.
However, this also means that Mitel may have a steeper learning curve, particularly for businesses unfamiliar with robust VoIP systems.
Zoom is widely praised for its intuitive interface, which requires minimal training. Zoom’s support is available for troubleshooting and onboarding, though advanced technical support may come at an additional cost for larger deployments.
Security and compliance
Both Mitel and Zoom prioritise security, with options for end-to-end encryption and data compliance, including GDPR adherence.
Mitel’s enterprise-level security features may appeal more to regulated industries, such as finance and healthcare.
Zoom, however, has improved its security since 2020, with advanced features now included in paid plans.
Scalability and flexibility
Mitel offers flexible scalability, with solutions for both SMBs and large corporations. Its contact centre and call management features make it ideal for growing businesses with complex customer service requirements.
Zoom, on the other hand, is well-suited to businesses that prioritise a hybrid or remote work model, allowing easy scalability as a company’s communication needs evolve.
Mitel vs Zoom – Which one should you choose?
- Choose Mitel if: Your business needs a comprehensive voice system with advanced contact centre features, scalable options for growth, and strong CRM integrations. Mitel is a strong fit for companies with customer service teams, high call volumes, and the need for customisation.
- Choose Zoom if: Your business relies heavily on virtual meetings and collaboration, and you want an all-in-one solution for video and voice at a competitive price. Zoom is ideal for businesses prioritising remote work, virtual meetings, and seamless integration with collaboration tools.
Conclusion
Ultimately, the choice between Mitel vs Zoom will depend on your business’s specific needs.
Mitel offers a well-rounded phone system solution with a focus on voice quality, contact centre features, and integration with existing tools.
In contrast, Zoom shines in video conferencing and provides a unified platform for communication and collaboration at an accessible price.
Evaluate your budget, team needs, and growth plans to determine which solution aligns best with your goals.
FAQ – Mitel vs Zoom
Mitel focuses on comprehensive voice services and contact centre solutions, ideal for high call volumes. Zoom, meanwhile, excels in video conferencing and collaboration, making it suitable for virtual meetings and remote work. Each brand has unique strengths based on business needs.
Mitel is typically a better choice for customer service teams, with advanced call routing, IVR, and analytics that support high-volume call environments. Zoom’s contact centre features are limited, making it less suited for businesses with intensive customer service requirements.
Zoom generally offers a more user-friendly experience with an intuitive interface and minimal setup. Mitel, while robust and feature-rich, may require more training due to its advanced capabilities, especially in larger, more complex organisations.
Both platforms offer CRM integrations, but Mitel has a broader range, including Salesforce and Microsoft Teams. Zoom also integrates with Salesforce and popular productivity tools like Google Workspace, although its CRM options are slightly more limited.
Zoom is often more affordable for small businesses, especially those primarily needing video and basic VoIP. Mitel’s entry-level plans are higher, but it can be cost-effective if advanced voice features are a priority.
Yes, both platforms support remote work. Mitel offers mobile and desktop apps for unified communications, and Zoom’s video and voice solutions are ideal for remote team collaboration, making both suitable for hybrid work models.
Zoom is generally preferred for virtual meetings, with excellent video quality, easy scheduling, and webinar capabilities. Mitel includes basic video conferencing, but it doesn’t match Zoom’s features for large or frequent virtual gatherings.
Both platforms provide mobile apps. Mitel’s app supports calling, messaging, and collaboration, while Zoom’s app offers video conferencing, team chat, and Zoom Phone. Both are helpful for on-the-go communication.
Mitel offers extensive hardware support for desk phones, VoIP devices, and headsets. Zoom mainly focuses on softphones and VoIP headsets, so businesses requiring traditional desk phones may find Mitel a better fit.
Mitel is more customisable, especially for larger organisations needing tailored communication solutions and advanced contact centre features. Zoom is less customisable but remains flexible for businesses that prioritise video and team collaboration.