Mitel Review

Reviewed by:  Derek Cromwell

The Gist

Mitel is a well-known telecom provider and has been operating for more than 40 years. Their solutions have grown to include one of the largest selections of business VoIP options in the industry.

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Mitel Highlights

  • Fully customized business VoIP plans.
  • Public, private and hybrid service available.
  • No upfront costs.


  • Redundant cloud infrastructure.
  • No fees for premium add-on features.
  • Most equipment included.
  • Extremely fast customer support response.


  • No pricing transparency.
  • Minimal app integration in the basic plan.

Value For Money 

Like many other providers who cater to enterprise level services, Mitel does not offer direct pricing online. While there’s no transparency with their pricing they take a multitude of approaches to ensure that you get exactly what you need for your business. They offer some of the most robust feature lists and capabilities in the industry and present them in a number of ways.

VoIP services are bundled not only based on the size of your business but also on the tech needs and industry category you operate in. If any of those preset service bundles aren’t quite appropriate for your needs you can work with Mitel to develop a completely customized VoIP deployment for your business.

It’s refreshing to know that even a company that supports massive enterprise still positions their services to be readily available to even the smallest of startups. This type of pricing and plan structure is the most beneficial for a small business because you don’t have to worry about certain features not being available to a cheaper pricing plan. You get exactly what you pay for, and that’s always exactly what you need for your business.

Future Scaling 

If any VoIP provider can be there through the growth of your business, it’s Mitel. With more than 40 years as a telecom provider their feature list and offering is one of the most extensive in the industry.  When your business grows beyond standard VoIP you’ll have a wealth of public, private and hybrid systems to choose from along with solutions designed specifically for major industries.

Mitel caters to massive organizations like Make-a-Wish and the Rock and Roll Hall of Fame, so you can rest assured they can handle your business as you scale up – no matter how quickly you grow.

Ease Of Setup And Management 

Mitel provides dedicated account representatives to help you configure a new account and discover exactly what you need to get started. This is beneficial because the sheer volume of options and information on the website can be a little overwhelming and may make it difficult to discover the right solution for you.

There’s also a large selection of digital and IP phones preconfigured for your service that make setup and installation simple. Like many VoIP solutions the system is Plug and Play though there is always support available if you need help getting off the ground.

For more complex networks the company also offers managed solutions as well as deployment services to help you get your enterprise switched over to a better VoIP provider.

Thanks to 100% cloud based systems you can easily manage your system, no matter how many users you have, from an intuitive dashboard. Manage users, call groups, trees, voicemail, extensions, forwarding, reporting and more with the advanced applications provided by Mitel.

Customer Service

With data centers around the world Mitel offers some of the most impressive support service and response time in the industry. The company provides global technical support from North America, the UK, EMEA and Asia Pacific through a variety of channels including web-based support and call centers.

Their customer service is available 24/7 and when tested at 3 different off-hours intervals there was zero delay in reaching a support representative.

Additional support resources are available online including ebooks and whitepapers, videos and the company blog. Unfortunately, there’s no readily available trouble ticket system or live chat given the company history of rapid response to support issues, there are no points lost here.


Mitel is one of the few providers trying to innovate in the mobile space and go beyond the standard application for mobile access to VoIP.  Their Mobile Carrier Solutions converge voice and video on an all IP-based core network including Voice over LTE, over WiFi and WebRTC. It’s an impressive offering and the move to this technology provides a rare opportunity to change the VoIP service market that will greatly broaden how businesses interact and communicate with the world from a mobile perspective.

To Sum It Up 

Mitel is a big contender in the VoIP industry and they have their eyes on enterprise level clients. They haven’t forgotten about the little guy, which is great. They’ve built a system where even the smallest startup can get the same quality of service and affordable VoIP with enterprise level service and support.

Last Updated:  March, 2016

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