For businesses considering Mitel or Avaya, these two phone system providers have long-standing reputations in the telecom industry. Both offer a variety of communication solutions, but each has unique strengths that may align better with certain business needs. This comprehensive comparison covers Mitel vs Avaya for features, pricing, pros and cons, and other considerations to guide your decision-making.
Mitel vs Avaya
| Feature | Mitel | Avaya |
|---|---|---|
| Call handling | Robust call handling with routing, forwarding, and auto-attendant features. | Advanced call management with skills-based routing and IVR; ideal for customer service. |
| Unified communications | MiCloud Connect offers integrated VoIP, video, messaging, and team collaboration. | OneCloud platform for voice, video, chat, and SMS; optimised for an omnichannel experience. |
| Mobility | Mobile apps for Android and iOS, supports hot desking. | Reliable mobile apps for remote/hybrid teams, with seamless desktop integration. |
| Integrations | Integrates with Microsoft Teams, Salesforce, Google Workspace, and other tools. | Supports CRM integrations, Microsoft Teams, Slack, and custom APIs for tailored setups. |
| Reliability | Known for dependable performance with high scalability; cloud-focused. | Strong scalability with cloud, on-premises, and hybrid options. |
| Scalability | Suited for SMEs with cloud solutions that scale with business growth. | Well-suited for large enterprises with flexible infrastructure needs. |
| Pricing (typical range) | £20-£30/user/month for basic plans; £40-£50 for advanced features. | £25-£35/user/month for basic; £40-£60 for multi-channel and premium features. |
| Enterprise solutions | Custom pricing for large deployments. | Custom pricing available, often higher for extensive needs. |
| Customer support | 24/7 support, dedicated account management in many packages, online resources. | Comprehensive support with technical consultation and on-site training for large setups. |
| Training and onboarding | User guides and training videos; straightforward for new users. | Extensive training options, including on-site support for complex implementations. |
| Ideal for | SMEs, remote/hybrid teams needing flexible, scalable, mobile-friendly solutions. | Larger businesses with a customer service focus needing advanced call and omnichannel. |
| Deployment options | Primarily cloud-based with scalable solutions. | Cloud, on-premises, and hybrid, adaptable to various IT infrastructures. |
| Pros | Flexible, mobile-friendly, and cost-effective for SMEs; integrates with common tools. | Powerful for customer service; omnichannel capabilities, highly reliable in enterprise. |
| Cons | Costs can rise with advanced features, fewer omnichannel options compared to Avaya. | Higher starting cost, advanced features may require training. |
Key features of Mitel vs Avaya
Mitel and Avaya both offer versatile business phone systems designed for flexibility and scalability, suitable for SMEs and large enterprises. Here’s how they compare across key features:
1. Call handling and management
- Mitel: Known for robust call handling, Mitel supports high call volumes with features like call routing, call forwarding, and automated attendants. It also offers call analytics, allowing managers to monitor call volume and performance.
- Avaya: Avaya provides advanced call management options, including skills-based routing and IVR (Interactive Voice Response) systems. It also integrates smoothly with customer relationship management (CRM) systems, allowing agents to access customer information during calls.
2. Unified communications
- Mitel: Mitel’s solutions include VoIP, video conferencing, messaging, and team collaboration, bundled within its MiCloud Connect platform. This all-in-one approach simplifies communications, allowing teams to access calls, video meetings, and chats from a single interface.
- Avaya: Avaya’s OneCloud platform is designed to deliver an omnichannel experience, combining voice, video, chat, and SMS. It’s particularly effective for customer service-focused businesses, offering an integrated solution to manage customer interactions across different channels.
3. Mobility
- Mitel: Mitel is strong in mobility, with mobile apps for Android and iOS that let employees manage calls and messages from anywhere. It also supports ‘hot desking’, allowing multiple users to log into any available phone within the business network.
- Avaya: Avaya also offers robust mobile capabilities, including mobile apps that integrate with the desktop solution. Avaya’s apps are highly rated for their reliability, making them suitable for remote and hybrid work environments.
4. Integrations
- Mitel: Mitel integrates with popular business applications like Microsoft Teams, Salesforce, and Google Workspace, enhancing productivity for teams using these tools.
- Avaya: Avaya is similarly integration-friendly, especially with major CRMs, Microsoft Teams, and Slack. Avaya also supports custom APIs, which is a plus for businesses with specific integration needs.
5. Reliability and scalability
- Mitel: Mitel is known for its dependable performance, providing services that can scale from small teams to large organisations. Its cloud-based solutions are ideal for businesses expecting to grow without the need for heavy infrastructure investment.
- Avaya: Avaya’s scalability also shines, particularly for larger companies. It offers cloud, on-premises, and hybrid solutions, allowing businesses to select the model that best fits their IT environment and scaling needs.
Costs of Mitel vs Avaya
When comparing Mitel vs Avaya, pricing can vary significantly depending on the specific features, number of users, and customisation.
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Mitel prices
- Mitel’s pricing typically starts around £20-£30 per user per month for its cloud-based solutions, with basic features such as VoIP and standard call handling.
- For businesses requiring premium features, such as advanced call analytics, integrations, or customisation, pricing can go up to £40-£50 per user per month.
- Enterprise solutions may require custom pricing, especially for larger installations with hundreds of users.
Avaya prices
- Avaya’s cloud solutions start around £25-£35 per user per month for basic VoIP services and core call handling features.
- For businesses seeking advanced call management, multi-channel communications, and integrations, monthly costs can range from £40-£60 per user.
- Large organisations with specific requirements, such as CRM integration or dedicated support, should expect custom pricing.
Pros and cons
Mitel
Pros
- Strong reputation for call handling and reliability
- Excellent for mobile and remote work with its mobile apps and hot desking
- Scalable cloud options ideal for SMEs and growing businesses
- Flexible integration with popular business tools like Microsoft Teams and Salesforce
Cons
- Costs may add up for advanced features or large user bases
- Not as focused on omnichannel customer experience compared to Avaya
Avaya
Pros
- Comprehensive omnichannel capabilities, making it ideal for customer service-centric businesses
- Highly scalable, with robust options for both cloud and on-premises environments
- Reliable and secure, with a strong track record in large enterprise settings
- Wide integration options, particularly with CRMs and popular collaboration tools
Cons
- Typically higher starting cost compared to Mitel, especially for smaller businesses
- Advanced features may require additional training for staff unfamiliar with its interface
Customer support and training
Both Mitel and Avaya provide reliable customer support, but there are slight differences in the level of assistance and training.
- Mitel: Offers 24/7 support for its customers, and many packages include dedicated account management. Mitel also provides a range of online resources, including training videos and user guides, which can reduce onboarding time for teams.
- Avaya: Known for its comprehensive support, Avaya offers technical assistance and consultation services, particularly for large deployments. Avaya’s support includes extensive training options, including on-site training for larger installations, which is beneficial for companies with complex needs.
Which phone system is best for your business?
Choosing between Mitel vs Avaya will depend on the specific needs of your business. Here’s a quick summary of who might benefit most from each:
- Mitel: Ideal for businesses seeking robust VoIP features, mobility, and flexibility. Its scalable cloud-based solutions are great for small and medium-sized enterprises or businesses with remote teams.
- Avaya: Best suited for larger organisations with a customer service focus, as Avaya’s solutions support complex call management and omnichannel communication. Its flexibility in deployment models also makes it a strong option for businesses with mixed infrastructure.
Final verdict – Mitel vs Avaya
Both Mitel and Avaya offer highly functional, scalable phone systems.
Mitel may provide better value for smaller businesses or those prioritising remote work features, while Avaya’s offerings are tailored to larger enterprises needing comprehensive customer service capabilities.
FAQ – Mitel vs Avaya
Mitel generally suits small businesses better due to its cost-effective plans, user-friendly mobile features, and scalable cloud solutions. Avaya can also work for small businesses but is often more ideal for larger setups needing advanced features like multi-channel customer support.
Yes, both Mitel and Avaya offer robust integrations. Mitel connects well with Microsoft Teams, Salesforce, and Google Workspace, whereas Avaya supports integrations with major CRMs and collaboration tools like Slack, Teams, and custom APIs, making it very versatile for customer-centric businesses.
Both providers support mobile functionality, but Mitel’s mobile apps are praised for remote work flexibility, allowing mobile access to calls, messages, and hot desking. Avaya’s mobile apps also offer strong reliability, with seamless integration with desktop tools, making both suitable for remote or hybrid environments.
Mitel provides 24/7 support with dedicated account management in many packages and offers online resources for easy onboarding. Avaya is also strong in support, with extensive training options and on-site training for complex implementations, particularly beneficial for larger businesses with tailored needs.
Yes, Avaya’s OneCloud platform is designed for an omnichannel experience, supporting voice, video, chat, and SMS. This is ideal for customer service environments. Mitel offers unified communications with VoIP, video, and messaging, but its omnichannel capabilities aren’t as comprehensive as Avaya’s.
Both Mitel and Avaya offer scalable solutions, though Avaya’s range of cloud, on-premises, and hybrid deployments makes it particularly suited for large enterprises. Mitel’s cloud-based solutions scale well for SMEs and growing businesses, making it ideal for companies expecting to expand.
Mitel’s basic plans typically start around £20-£30 per user per month, increasing to £40-£50 for advanced features. Avaya’s basic plans start at £25-£35 per user monthly, with multi-channel or premium options ranging from £40-£60. Custom pricing is available for both providers for large deployments.
Mitel’s platform is known for its straightforward interface and ease of use, which is advantageous for smaller teams. Avaya’s system, while highly functional, may require additional training, especially in larger setups or for advanced features like omnichannel management.
Mitel is excellent for remote working with mobile apps and features like hot desking. Avaya also supports remote work with reliable mobile and desktop integrations. Both platforms support hybrid environments, though Mitel’s mobile features may appeal more to smaller, highly mobile teams.
Avaya is generally more suited for large enterprises, offering extensive scalability, omnichannel communication, and flexible deployment options, including on-premises. Mitel’s solutions are scalable but may be more suited to SMEs and mid-sized companies needing cloud-based communications.