Expert Mitel Review 2019

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  • Auto-attendants and a massive volume of calling tools
  • Daily/Personal Reports
  • Mobile Compatibility

Mitel is among the leaders of VoIP providers when it comes to expanding a call center to a call fortress.

By Aleksandar Spasov | 29th November 2018

Searching for an all-around call center VoIP software provider? Need the proper call routing queueing capabilities, the CRM integrations, the IVR (interactive voice response), the call monitoring and recording at a reasonable price? Well, we very well might have found the match. Mitel specializes in those exact communication parameters along with a lot of added features to turn your company into the powerhouse you need it to be!

Features

Without exaggeration, a few competitors can match the toolset of Mitel when it comes to useful features. Their comprehensive set of collaboration, calling, and mobility administration makes them look vicious to the rivals while the contact center options there are just out-of-this-world. Even in the base phone system, we find auto-attendants, call forward/transfer/waiting options, caller ID, music on hold, speed dials, call screening & blocking, extension dialing, voicemail, and hunt groups of the highest quality. In addition to those, we see group paging for faster team efforts, intercoms, message notifications, and even a ringtone personalization. This last feature is just to amuse us even more but hey, we got to have fun while we do business, right?

Administrative tools are here as well – Feature and Call permissions, extensions tasks, account codes, and more await. As far it goes for collaboration itself, Mitel grants users with instant messaging, audio conferences, video chat, and desktop sharing. Imagine having all of those at your employees’ disposal – their efficiency percentages will go way up just by implementing the tools into your system. Once they get to know them better, they will become proficient enough to monitor themselves while you catch a break from the busy schedule and enjoy the success!

Android and iOS users are more than welcome with Mitel – their mobile apps enable call receiving, conference calls, and voicemails checks at all times. The softphone feature, on the other hand, makes and receives calls from any desktop device and can be used both in the office or at home. It is all connected. Now, let’s give a moment to the contact center options as they are our main aim here:

  • Queueing at a universal rate with enhanced enterprise resource matching
  • Call routing is broken down into categories – priority, customer identity, skill level, service level, location, and company/user schedule
  • SMS, voicemail, email, and Fax integration (virtual chat is here, too!)
  • Speech recognition tool
  • Preset announcements
  • Customer Callbacks
  • Call transferring/recording
  • Log in on the go – any computer or mobile device can become a desk with this one
  • Behind-screen monitoring for less distractions during work processes
  • Queue interactions of great detail and analytics
  • IVRs to track and collect all valuable customer data to improve the call center’s workflow

The contact center’s dashboard of Mitel lets us monitor all calls in real time giving us an objective idea of how the company is performing. We don’t need messy databases or outside council – everything is packed and neatly described in the CC. Daily reports are available for group testing, and individual reports come in light to let us see how each unique employee is doing – be it for performance evaluation or just a piece of mind, the feature gets the job done!

Pros Cons
Phone support at all times for all plans Not much information on Mitel’s Website
Detailed customer information gathering and analytics Hard to track Mitel’s BBB accreditation
Customer Support Specialists in different business fields
Customer refunds if Cloud’s uptime drops below 99.99%
Pricing
  • Mitel Essential – $30 monthly fee per user. With this, we can get into audio conferences of up to 8 people and web conferences with a shared screen for four. There is also a video option which covers eight participants, too.
  • Mitel Premier – $37 monthly per user. The limits for audio gatherings here are raised to 25 participants, web conferences also get the same cap (25), and video conferencing goes up to 12 people at a time. This plan eliminates the extra costs regarding Salesforce integration, faxing, call recording, and voicemail transcription.
  • Mitel Elite – $55 monthly per user. Imagine an audio conference with 100 people present, and you have arrived at the Master Plan. Same goes for web company talks while the video has a limit of 24 users active in a single call.
Customer Support

Mitel’s Customer Support takes the time to study your business before transferring your call to a specialist. It is well worth the wait, as all of our questions were answered briefly and entirely. Each call is followed by an email with additional information before closing the Customer Support cycle. There isn’t a Live Chat option but the phone support is active 24/7 throughout the whole year!

Conclusion

We will say it straight – if you can describe a company as a “call center”, Mitel is arguably the best VoIP provider you can get in touch with. They are efficient, offer an amazing array of call/administrative/monitoring options, and their plans are designed to aid all kinds of business enterprises!

Reviewed by
Aleksandar Spasov
Aleksander is a freelancer from Bulgaria. He's travelled and is still travelling around the the world and has been writing and studying as he goes. He describes himself as a bit of a word freak and this is clear from his studies in English and Journalism. Although he is knowledgeable in a lot of areas, he has been researching and writing about anti-virus as his most recent interest. Read more.
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