Mitel phone systems review – Prices, features and value explained

Mitel is a renowned provider of unified communications and collaboration solutions, and is one of the most established names in the phone systems industry. But how well does it deliver for UK businesses, and is it the right choice for you? In this review, we’ll delve into Mitel features, costs, pros and cons, and factors to consider for businesses looking to make an informed decision.

Key features of Mitel business phone systems

Mitel provides a comprehensive suite of phone solutions tailored to a variety of business needs, from small enterprises to large corporations. Here are some of the standout features Mitel offers:

Unified communications as a service (UCaaS)

Mitel’s UCaaS solution combines voice, video, and messaging into a single platform, allowing businesses to communicate across multiple channels. This feature includes voicemail, chat, conferencing, and call recording, all integrated into one service, which simplifies collaboration and helps maintain productivity.

Cloud, on-premises, and hybrid deployment options

Mitel caters to businesses of all sizes with its flexible deployment options. It offers cloud-based phone systems for businesses aiming for scalability and remote accessibility, on-premises solutions for those seeking a traditional infrastructure, and hybrid models that blend both. This versatility allows companies to choose a solution that best aligns with their technical requirements and budget.

Advanced call management and call routing

Mitel’s systems come with comprehensive call management capabilities, including automatic call distribution, call routing, and customisable call flows. With these tools, businesses can enhance customer service efficiency and reduce response times by ensuring that calls reach the most appropriate team member promptly.

Mobile compatibility and softphone features

Mitel offers robust mobile and softphone capabilities through its Mitel MiCollab app. The app allows users to make and receive business calls on their mobile devices, offering flexibility for remote teams and mobile workers. The softphone feature also enables voice, video, and messaging from a laptop or desktop, making it ideal for hybrid working environments.

Collaboration and conferencing tools

To support collaboration, Mitel integrates conferencing features such as video meetings, screen sharing, and instant messaging. These tools make it easy for teams to connect with clients and colleagues alike, whether they’re in the office or working remotely. Video and web conferencing capabilities are particularly valuable for businesses looking to minimise the need for in-person meetings.

Security and compliance

Mitel places a high emphasis on security, offering features like encrypted calls, multi-factor authentication, and other industry-standard compliance measures. For businesses in sectors with stringent data security needs, such as healthcare or finance, Mitel’s attention to compliance can be a significant advantage.

Mitel pricing and plans

Mitel’s pricing structure is typically customisable, depending on factors such as the number of users, selected features, and deployment model. However, here’s a general overview of what businesses can expect when budgeting for Mitel phone systems:

1. Mitel Cloud (MiCloud Connect): As a cloud-based option, MiCloud Connect is available in several tiers. Pricing for this starts from around £15 per user, per month for basic plans, with more advanced plans including additional features, such as video conferencing and call recording, at approximately £30-£40 per user, per month.
2. On-premises solutions: Mitel’s on-premises systems, such as MiVoice Business, typically require a higher initial investment for hardware and installation. Depending on the size of your business and the specific features you require, costs can range widely, but they generally start from £500-£1,000 per user for hardware and installation, with ongoing maintenance fees.
3. Hybrid solutions: Pricing for hybrid systems varies based on the balance between cloud and on-premises elements. Typically, these systems will have both upfront costs for equipment and monthly fees for cloud services. Businesses should budget accordingly, especially if they require scalability to manage an increase in remote work or a growing team.

While Mitel is not the cheapest option available, its pricing is often justified by the extensive functionality, flexibility, and reliability it offers.

Pros and cons of Mitel business phone systems

Pros – What we like about Mitel

• Scalability: Mitel’s solutions are highly scalable, making it ideal for businesses with changing communication needs, whether due to growth or a shift towards remote work.
• Wide range of features: With unified communications, mobile integration, and strong collaboration tools, Mitel is well-suited for modern business requirements.
• Flexibility of deployment: The choice between cloud, on-premises, and hybrid deployment models allows businesses to select a setup that fits their infrastructure.
• Strong customer support: Mitel has a reputation for providing responsive customer support and offers a range of resources and training to help teams make the most of their systems.

Cons – Potential downsides

• Higher upfront costs: The initial costs for on-premises solutions and hybrid systems can be significant, which may deter smaller businesses on a tight budget.
• Complexity of setup: While Mitel’s solutions are flexible, the range of options and configurations can be overwhelming. It may require IT assistance to ensure proper setup and integration, especially for hybrid or on-premises models.
• Subscription costs for advanced features: For cloud-based plans, businesses seeking advanced features, such as video conferencing or CRM integrations, may need to opt for higher-tier plans, which can increase monthly expenses.

Mitel reviews and ratings

Here’s a summary of the ratings and reviews available for Mitel business phone systems across various platforms:

1. Trustpilot: Mitel has a mix of reviews, with some positive feedback on its feature-rich solutions and flexibility, yet negative experiences with customer service and reliability are often reported. The rating on Trustpilot is currently around 2.5 out of 5 stars, indicating varied satisfaction among users.
2. VoipReview: On VoipReview, Mitel’s MiCloud Connect solution has received diverse ratings, with some users praising the solution’s features and flexibility, leading to a higher average rating of 4.4 out of 5 from users who rely on its remote work support. Others, however, have shared negative experiences related to setup challenges and call quality issues, yielding lower scores of around 1.2 to 3 out of 5 in some cases.
3. G2: Reviews on G2 are generally positive, with users rating Mitel’s ease of use and comprehensive call features. Mitel averages about 4.2 out of 5 stars on G2, with notable praise for the MiCollab app and ease of integration with other business systems, though some users note high costs for advanced features.
4. Google Reviews: For Google, specific ratings are less consistently cited across sources, but overall feedback highlights positive remarks on system capabilities and integrations, while some reviews cite frustration with Mitel’s customer support responsiveness and setup process.
5. SMB Guide: According to SMB Guide, Mitel is appreciated for its flexible deployment options (cloud, on-premises, hybrid) and 24/7 support, though the support itself has mixed reviews, and some businesses find the system less suitable for budget-conscious users. The platform itself ranks Mitel around 4 out of 5 for functionality and flexibility, with some caution advised for smaller businesses.

These reviews collectively indicate Mitel as a powerful but potentially costly option, particularly praised for features and scalability but with varying experiences in support and setup quality.

Review – Is Mitel the right choice for your business?

Mitel is best suited for businesses that require a high level of customisation and functionality. Its flexible deployment options make it suitable for organisations with varied infrastructure needs or those with significant remote or hybrid workforces.

Mitel’s unified communications platform, mobile compatibility, and advanced call management tools can streamline communication across departments and locations, a benefit for mid-sized to large businesses.

However, for smaller businesses or start-ups that may not require such a robust solution, Mitel’s pricing and complexity might be a hurdle. Additionally, businesses looking for a simpler, budget-friendly phone system may find that other providers offer more cost-effective solutions for their basic needs.

Conclusion – Mitel review

Mitel offers a sophisticated, feature-rich platform that can meet the demands of today’s complex business environments.

Its variety of deployment models and extensive feature set make it a compelling option for mid-sized and large enterprises.

While the initial costs and complex setup might be a drawback for smaller businesses, the potential for enhanced productivity and connectivity can outweigh these factors for companies that prioritise a comprehensive communication system.

When evaluating whether Mitel is the right fit for your business, consider your budget, the scale of your communication needs, and the level of technical support your team may need during setup.

For organisations seeking an adaptable, future-proof business phone system, Mitel is undoubtedly a strong contender.

Comparisons

• Mitel vs 3CX
• Mitel vs 8×8
• Mitel vs Avaya
• Mitel vs Microsoft Teams
• Mitel vs RingCentral
• Mitel vs Vonage
• Mitel vs Zoom

FAQ – Mitel review