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Mitel Review

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Mitel's MiCloud Office is one the best cloud-hosted phone systems for small businesses. The system offers a host of calling features, a variety of collaboration tools and seamless integration with mobile devices. It requires no equipment to be installed or on-site maintenance.

 

The Basics

  • Best for: Cloud-based phone systems
  • Phone service: VoIP
  • Hosting: Cloud
  • Costs: $19.99 to $29.99 per user, per month
  • Mobile app: iOS and Android devices
  • Support: Online

Cloud-Hosted

Mitel's MiCloud Office is a cloud-hosted VoIP phone system that allows employees who are working in the office, remotely from another location or on mobile devices to all have full access to the phone system. The system requires no equipment to be installed, except phones, and Mitel handles all of the maintenance and upgrades.

The main components of the system are housed in Mitel's geo-redundant data centers. The company uses multiple data centers around the world to ensure service stays operational, even if one of the locations has a problem and shuts down.

Mitel's cloud systems have a 99.999 percent uptime, which was the highest we found during our research of phone systems. That means its cloud phone systems are down for just a couple of minutes each year. A representative we spoke to said the company is so confident in its uptime that it pays users a fine if it drops below 99.999 percent. None of the other phone system providers we spoke with said they had an uptime guarantee.

In the end, how well the Mitel system performs depends on the strength of your network. To make sure the MiCloud Office system has perfect call quality, the company recommends having a fiber connection and 100 Kbps for each concurrent call.

It is important to note that Mitel's uptime promises only guarantee that the system won't go down because of a problem on its end. Problems with your own network connection are not covered under the guarantee. Businesses that are concerned about not being able to make or receive calls if their fiber line connection is down can install a special piece of backup equipment that automatically reroutes calls to a cable line. This helps ensure call continuity at all times.

In addition to MiCloud Office, Mitel offers MiCloud Business and MiCloud Enterprise. Both of those systems include some additional features and tools designed for larger businesses.

Mitel also offers several on-premises systems for businesses not wanting a cloud-hosted solution, including MiVoice Office 250, MiVoice Business and MiVoice MX-ONE. You can learn more about the on-premises systems on the Mitel website.

Features

Mitel's MiCloud Office offers a robust set of features that includes just about every tool a small business would want in a phone system. It has a good mix of calling, collaboration and mobility features.

The system includes unlimited local and long-distance calling, as well as all of the standard calling features most phone systems offer, such as the ability to transfer, forward, park and put calls on hold. Automated attendants, voicemail, voicemail-to-email, music on hold, conference calling, online faxing and company-wide call analytics are also part of the system.

MiCloud Office integrates a wide range of programs many businesses are already using. In addition to its integrations with Microsoft Outlook and Microsoft Exchange, the system syncs up to 15 customer relationship management programs. Among the CRM programs it integrates with are Salesforce, SugarCRM, Oracle Sales Cloud, Infusionsoft, Zendesk and Zoho.

MiCloud Office also offers a number of collaboration features that let employees communicate with each other, such as videoconferencing, instant messaging, and a presence tool that shows who is available and who is busy.

Additionally, the system includes the MiTeam collaboration tool, which serves somewhat like a workflow manager. With this, employees can work together on assignments and see the progress being made. They can also leave voice or text messages for the group, as well as share content with everyone. The tool allows employees to have push notifications sent to their mobile devices to alert them to project updates.

Mitel's mobile app, which is available for iOS and Android devices, lets MiCloud Office users tap into the phone system from wherever they are. With the app, employees have access to all of the same features and tools as they do on their desktop phones. This includes being able to access their complete lists of contacts, make calls, send text and instant messages, and see the availability of contacts via the Outlook integration.

Cost

What's nice about Mitel is that employers don't have to provide, or pay for, features for employees who don't need them. MiCloud Office lets employers designate which employees have access to which features. The system offers three different user levels.

Essential users can receive phone calls, operate common call control features and access a voicemail box. This level is designed for common areas around the office or for employees like receptionists.

Premier users can connect up to two phones or devices to the system, access the system's web portal, use a softphone to make and receive calls from their computers, and use the mobile app.

In addition to everything the Premier users can do, Elite users can connect up to four phones or devices to the system, use the MiTeam tool with professionals outside of the system, take advantage of the Microsoft and CRM integrations, and receive online faxes.

Employers can mix and match the user licenses as best fits their needs and budgets. Essential users are $19.99 per month, Premier users are $24.99 per month, and Elite users are $29.99 per month. There are also costs for some advanced features, such as automated attendant upgrades, real-time and advanced analytics, and additional hunt number groups.

While we were conducting our research, Mitel was offering free phones for each user. However, that was not a permanent deal and may no longer be offered when you are ready to implement the system. In the event that the special has expired, phones will cost between $150 and $250 each. Mitel also offers the option to rent phones.

It is important to note that all of the prices we were quoted were for the MiCloud Office system. Businesses interested in the MiCloud Business, MiCloud Enterprise or on-premises systems should contact Mitel directly for specific price quotes.

Support

We were very pleased with the support Mitel provided when we contacted the company posing as a business owner interested in a phone system.

Our initial call was answered by a representative who said that, in order to provide more information, they would first need to get all of our contact information and specifics about our business. However, instead of telling us someone would call us back later when we were finished, like some other providers did, they immediately transferred us to a Mitel cloud specialist to get answers to all of our questions.

The cloud specialist was extremely pleasant and helpful. We spoke about a variety of topics, such as the differences between the cloud and on-premises options, the included features, and costs. He answered all of our questions in enough detail to leave us with a clear understanding of what Mitel has to offer.

We also tested out Mitel's live chat help tool. We were just as pleased with the support we received here. All of our questions were answered quickly and thoroughly. By the end of our calls, follow-up emails and live chat sessions, we felt confident in the type of support Mitel would provide moving forward.

Mitel offers users online customer support 24 hours a day, seven days a week, year round. In addition, the support section on Mitel's website features videos and training courses.

To read reviews of other phone system providers, or simply learn more about business phone systems, check out our business phone systems buying guide.