Independent platforms
Mitel Reviews
According to independent reviews, Mitel averaged at 3.7 out of 5, which is around an average score for the reviewed SaaS platforms. Whether Mitel is a good SaaS solution for your business depends on the specific features you need, scale, budget, and other factors. Check website performance, real use cases, and user feedback for a more objective evaluation.
| Review Platform | Rating | Review Count |
|---|---|---|
| Capterra | 4.2 | 283 |
| G2 | 3.8 | 234 |
| Gartner | 4.2 | 53 |
| GetApp | 4.2 | 283 |
| Glassdoor | 3.4 | 899 |
| GoodFirms | No reviews | No reviews |
| Software Advice | 4.2 | 5 |
| Trustpilot | 3.6 | 2 |
| TrustRadius (out of 5) | 3.0 | 1 |
| Weighted Average Rating | 3.7 |
See also: What Made Us Choose Sources for Expert Score?
Mitel Social Media
Mitel Traffic & Engagement
Curious how users actually find and interact with Mitel? The table below covers traffic sources, user engagement, and other key mitel.com metrics.
| Monthly Visits | Page Per Visit | Time On Site | Bounce Rate | Direct Traffic | Search Traffic | Paid Referral Traffic | Referral Traffic | Mail Traffic | Social Traffic |
|---|---|---|---|---|---|---|---|---|---|
| 219021.0 | 3.97 | 153.6 | 0.4 | 39% | 51% | 0.34% | 5.0% | 0.05% | 1.8% |
Mitel Website Visits Two-Year Trend: Positive
Learn more: Website Traffic Indicators We Use.
Supported Integrations
Mitel connects with platforms like Microsoft Teams, Zoom, and Salesforce, ensuring your Call Management system fits into your existing sales and marketing tools without extra setup.
- Microsoft Teams
- Zoom
- Salesforce
- Microsoft Dynamics 365
- ServiceNow
- HubSpot
- Google Workspace
- AWS
- Microsoft Azure
- Outlook
Mitel Call Management Service Review
Feature Highlights: What Stands Out and What’s Missing
Here’s a look at what Mitel actually delivers – and where it falls short.
| Call Management Feature | Availability |
|---|---|
| Voice Recognition | Yes |
| Vanity Numbers | Not verified |
| Toll-Free Numbers | Yes |
| Real-Time Reporting | Yes |
| Professional Recordings | Yes |
| Interactive Voice Response (IVR) | Yes |
| Call Recording | Yes |
| Call Analytics | Yes |
| Inbound Call Tracking | Yes |
| Call Filtration | Yes |
| Automatic Call Distribution (ACD) | Yes |
| API and Third-Party Integrations | Yes |
| Pay-Per-Call | Not verified |
| CRM | Not verified |
| CPaaS | Not verified |
Now that you’ve seen the feature list, let’s break down how each capability impacts real-world Call Management.
Voice Recognition
Speech recognition from Mitel is built into both MiContact Center and the MiVoice IVR layer. This means that users can talk freely instead of hitting buttons to move through options. For contact centers handling thousands of daily interactions, that shift from keypad navigation to spoken intent means fewer abandoned calls and shorter paths to resolution.
Toll-Free Numbers
Mitel supports toll-free number provisioning as part of its broader voice infrastructure, allowing enterprises to present a single, national-facing contact point regardless of where their teams are actually located. For distributed organizations with hybrid or on-premises deployments, this integrates directly into MiVoice Business routing without requiring a separate provider.
Real-Time Reporting
Mitel’s MiVoice Office Call Reporter delivers live dashboards showing queue depth, agent status, call volumes, and handle times as they happen — not in the next morning’s report. Supervisors managing multi-site contact centers can see exactly where pressure is building and act on it in the moment, which makes a measurable difference in service levels during peak periods.
Professional Recordings
Mitel supports custom audio prompts within its IVR and auto-attendant flows, giving organizations control over the voice their customers hear first. Rather than relying on default system-generated messages, enterprises can upload professionally recorded greetings and announcements that reflect their brand — a detail that matters more than it might seem in high-call-volume environments.
Interactive Voice Response (IVR)
Mitel’s IVR is built into MiContact Center Business and handles everything from skills-based call routing and scheduled callbacks to workflow automation and speech-enabled self-service. Unlike lightweight cloud IVRs, Mitel’s implementation is designed for complex, multi-level deployments — the kind needed in healthcare, government, and financial services where call flows aren’t simple and compliance isn’t optional.
Call Recording
Mitel records calls across both on-premises and cloud deployments, with recordings stored securely and tied to the relevant contact record or queue. For teams using MiContact Center, recordings are available for quality monitoring, dispute resolution, and compliance audits — and supervisors can retrieve them without digging through unrelated system logs.
Call Analytics
The MiVoice Office Call Reporter surfaces patterns across historical call data — which DIDs are driving the most volume, where calls are dropping, how ring time varies by time of day and agent group. For operations teams that actually want to understand their communication performance rather than just count calls, this level of breakdown is what makes continuous improvement realistic rather than theoretical.
Inbound Call Tracking
Mitel tracks every call leg — inbound, outbound, transferred, queued — and logs it with DID, account codes, agent ID, and routing path. For organizations running multi-channel contact centers or multi-site deployments, that granularity means you can tie call outcomes back to specific campaigns, numbers, or handling decisions rather than looking at aggregate totals that tell you very little.
Call Filtration
Mitel’s contact center and PBX platforms allow administrators to define routing rules based on caller data, time schedules, DID, department, and agent skill profiles. High-priority calls reach senior agents directly; routine traffic is handled through self-service or standard queues. For enterprises with complex call routing needs — healthcare triage, financial escalation paths, emergency services — that level of control is not a nice-to-have, it’s the whole point.
Automatic Call Distribution (ACD)
Mitel’s ACD, built into MiContact Center Business, distributes inbound volume based on skills, availability, priority, and queue logic. It supports scheduled callbacks so callers don’t have to wait on hold, and supervisors can adjust routing rules in real time when queue conditions change. Compared to simpler cloud contact centers, Mitel’s ACD is built for the kind of scale and configuration depth that enterprise environments actually require.
API and Third-Party Integrations
Mitel integrates natively with Salesforce, Microsoft Teams, Zoom, Dynamics 365, and a range of CRM and helpdesk platforms via open APIs and certified connectors. For organizations already invested in Microsoft’s ecosystem, the Mitel–Zoom partnership announced in 2025 provides a validated hybrid path that keeps existing telephony infrastructure in place while extending collaboration capabilities — a more practical option than ripping out working systems.
Average Performer in Call Management: While it provides basic call management features, Mitel lacks the innovation, scalability, and reliability to compete with top-rated businesses.
Related: How We Classify Inbound Call Management Software.
What Do Customers Say About the Mitel?
Positive reviews:
“What I like the most with mitel is that their solutions such as mivoice business, micontact center, and miboarder gateway are easy to implement and integrate with other existing platforms and telephony system. Their devices are also easy to use and have a simple yet friendly user GUI.” – Menard B. ⭐⭐⭐⭐⭐ April 17, 2025
“Great call quality, and very easy to manage. Support has been generally quick and helpful.” – Steven S. ⭐⭐⭐⭐⭐ June 26, 2018
Negative reviews:
“The reporting spreadsheets were time consuming to navitage through and we often encountered technical difficulties with the lines where the phone lines would randomly dial out.” – Verified User in Pharmaceuticals ⭐⭐☆☆☆ October 14, 2024
“Mitel’s customer service was lacking. You get only answers that are scripted, no willingness to help beyond that. If you request to be moved further up the chain, you are met by resentment and a big “no”.” – Lana S. ⭐☆☆☆☆ July 8, 2024
Positive reviews:
“Have used Mitel for over 20 years and wouldn’t move to other systems.” – Head Of Group IT ⭐⭐⭐⭐⭐ May 5, 2022
“Making transfers and responding to calls is simply really easy and convenient. It solely took me one or 2 calls to get the hang of it, and its additionally easy to move from one cell to the next. I prefer that MiCloud has been useful whereas functioning from home. The feature that I prefer most has calls forwarded to your mobile phone directly from your work line. The quality app may be a nice all-in-one communication tool that has simplified and increased our ability to contact our workers on the move. Integration choices with alternative platforms and services give us opportunities to boost however we communicate among our business and with our customers.” – Health and Care Policy Manager ⭐⭐⭐⭐⭐ April 7, 2022
Negative reviews:
“When it works it works well. We have experienced 4 outages in the last 16 months. 2 of them have affected a large portion of the US and Canada. The current outage has been going on for 4 hours. We received no notification that there was an outage and no updates with ETR. We are expected to go to a website that gives no information other than that the outage is systemic. When we call with issues the support is canned and the reps just want to get you to hang up.” – Chief Information Security Officer ⭐⭐☆☆☆ December 11, 2020
“This was sold to us as a hands-off solution. We were supposed to be able to plug in the phones, make a few best practice changes to our network and be good. That has been the extreme opposite, with countless hours with their support troubleshooting issues, and are still on-going less than half-way through our 3-year contract. Their mobile app when we first started had Chat, but was removed after an update, was told various answers on if/when it was going to be replaced. Unofrunaly I do not have anything postiive to say about the experience.” – IT Specialist ⭐⭐☆☆☆ December 11, 2018
Positive reviews:
“The screen sharing feature was the most valuable for us as presenters used presentation slides to highlight their content.” – Kristin B. ⭐⭐⭐⭐⭐
“This allows me to keep using my office phone number while working remotely.” – Jonathan O. ⭐⭐⭐⭐⭐
Negative reviews:
“We have noticed that if you do not log out regularly, the sound quality degrades.” – Thomas L. ⭐☆☆☆☆
“If there is a data outage in the clusters within the data centers outage issues can be an issue.” – Mark R. ⭐☆☆☆☆
Positive reviews:
“It’s a good work-life balance at Mitel. Awesome work culture. Management is good.” – Software developer ⭐⭐⭐⭐⭐ January 11, 2026
“When I was still an employee at Mitel, they were an exceptional company to work for. I had the best benefits I’ve had from any job, and they were a very relaxed and laid back work environment.” – Order processing specialist ⭐⭐⭐⭐⭐ September 30, 2024
Negative reviews:
“The lower level Management are terrified to make their own decisions.” – Technical support engineer ⭐⭐☆☆☆ October 22, 2025
“Poor pay-well below average for the same job. Planning on moving to India without letting uk staff know. Management are a joke.” – Field engineer ⭐☆☆☆☆ July 23, 2025
Positive reviews:
“Easy Deployment, Support IVR Routing, Call Back Features and Provides Multimedia Channel Integration.” – Jackson T. ⭐⭐⭐⭐⭐ April 2022
“Mitel Contact Center offers an impressive IVR system. I did support Mitel Products and this is one thing that they offer the best. Both the Call structures and PBX features are unaltered.” – Theresa O. ⭐⭐⭐⭐☆ December 2022
Positive reviews:
“Their SIP based phone system has been plugging along here for 10+ years, and still going strong. What type of tech gear does that these days?” – Donald Shupp ⭐⭐⭐⭐⭐ November 11, 2021
“I had a call recently with Simo, one of Mitel’s representatives. To me, he was knowledgeable and customer focused. I haven’t used the service (to my knowledge yet) and would have confidence in the person and the description to trial the service.” – Kalpana Sheth ⭐⭐⭐⭐☆ June 7, 2025
Positive reviews:
“I’ve used MiVoice Business as my last 3 companies all of which were upgraded from the Shoretel system. Moving to the Shoretel platform allowed us to get rid of a very old and expensive PBX system that was growing increasingly difficult to maintain. Shoretel was a large and expensive transition, the maintenance costs are much better. The MiVoice upgrade allowed a slightly better use experience/client. With Virtual appliances that MiVoice Business introduced, it was relatively easy to save even more with getting rid of older incoming PRI trunks and move to SIP trunks. We saved money and got better resiliancy.” – Verified User ⭐⭐⭐☆☆ February 25, 2022
Ratings, scores, and feature assessments follow our standard evaluation process. See our review methodology.
