Avaya Cloud Office vs. MiVoice Office Application Suite (Mitel Application Suite)

The app feature is great for efficiency when company members are in the field working and need office phone access. We are very happy with our Avaya Cloud System. It works well and doesn't have lots of issues. We utilize the App and make the most of the product for our small business. We are happy with what we purchased.

Mitel is useful for larger organizations where instant messaging can be used throughout departments and in-house phones need to be set to cell phones. I wouldn't say that it's not appropriate for smaller organizations, but they might not need all of the robust features that Mitel offers. The user experience is extremely intuitive and organizations of any scale will be able to easily navigate it.

• Allows everyone in our company to stay connected- regardless of whether they are at their office desk, travelling, or working from home.
• Everyone is able to know information about calls coming in or out- caller ID with name and number appears regardless of where any of us are taking the call.
• Quality of the telephone sets is superior to any ones we have had in the past- the sound is excellent regardless of whether we are taking calls via the standard handset or via the speakerphone.

• Call reporting
• Voicemail system and transfers: This is one of my favorite features! I am able to transfer voicemails and leave notes for my team. It also comes in an email notification.
• Integrated with our email system.

• Application support is abysmal. Very slow to respond.
• Account management is terrible. Infrequently respond to issues, and do not follow up on concerns. No escalation path was provided or used.
• The desktop application is very resource heavy and will lead to choppy communications, and frustrating meetings.
• Unifying all the components (messaging, meetings, telephone) is cumbersome and inefficient. Uses up too much screen real estate.
• No notifications are provided when updates to the app are deployed. This causes user issues with new versions, and support is unaware that changes have been made.

• It would be nice if they had more documentation on how to do things within the system that was easier to find.
• The software has so many features that it can be overwhelming.

I would like to have better communication with the support teams and do not want to have to port to a new system.

I've only had to contact their support one time, and they were able to quickly get the issue resolved. It ended up being an issue on my end, which was easily corrected by me with their guidance. Rather than brush me off, they helped me get to the root of the issue.

Great technical support. My only recommendation would be to have staffed support after hours. They have an after hours answering service and while the technicians always called back it would be good to reach support immediately 24/7. Technicians are very knowledgeable and helpful as is their sales staff. They also have great training to take.

Seemless implementation with La Cappa

Avaya Cloud Office maintains important features that others do not (such as e-faxing). Can easily transfer a call from desktop phone, to mobile app seamlessly. More cost effective than Microsoft Teams once you factor in calling. More feature rich and reliable than Zoom or Webex.

In retrospect, Mitel was not the right solution for us but it has sufficed while we look for a replacement that integrates with our CRM. Skype for Business was being phased out, we were currently using RingCentral, and we anticipated the conversion back to ShoreTel (we had a hosted environment in the past) would be similar to our previous experience with the system. The Cloud-based software and technology, however, did not meet up to the hosted environments capabilities, at least when it came to call-management

• Quick and easy calls so we can provide quick and easy help for users.
• Saves the company from needing IT technicians in these offices because we can just call on the phone or even video on the app.
• negative would be not all the users use Avaya because of other communication methods.

• Efficient, easy to use conference system for better communication
• Useful mobile app to allow employee presence while out of office.
• Global directory removed the need for employees to maintain one.