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

Call centers where lots of calls come in per day are better suited for Cloud office. Small businesses or companies that don’t really make outgoing calls or receive a lot of incoming calls other than within the company would not really be suited for Avaya Cloud Office.

Incentivized

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.

Incentivized

• User-friendly GUI management interface with the possibility to create different rooms, notebooks, calendars, and chats.
• The management interface for recordings is made in the rooms with the possibility of downloading them to the location.
• Link and file sharing with other participants.
• Chat with all participants and individual.

Incentivized

• 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.

Incentivized

• Avaya has very strong contact center offerings and more contact with our salesperson would be helpful, so we can explore the latest offerings
• Although it's adequate a slightly more intuitive UI would be helpful
• More integrated reporting at the end-user level.

Incentivized

• 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.

Incentivized

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

Incentivized

There are few times that we have not been able to take advantage of the tool, but those moments are related to the bandwidth of each person in [their] home. Those who have low signal cannot access meetings on the platform smoothly.

Throughout a year and and a half of remote learning, we only experience two minor technology issues that were resolved within an hour

Incentivized

We have not been faced to any performance issue.

Incentivized

The Customer Service and Representatives are always kind and willing to go the extra mile to get anything resolved. Yet, we have not really needed them after the initial set up since the product actually works and we have not really experienced any major issues.

Incentivized

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.

Incentivized

whilst on site it was delivered by teams to the desks , not the fault of the trainer

Incentivized

The online training was clear and effective.

Incentivized

Thank to the help of Avaya implementation team, the migration was done with minimal impact. All activities were well defined and done in time.

Incentivized

Apart from Cisco Webex Calling/app no other vendor offers their own phones hardware, gateways. We need to add other vendors like yealink, Poly, Audiocodes to complete the solution. This makes things very difficult from management perspective. As you have to hire a person who can manage a multivendor environment. Also, in case of outage, multiple bridge open and every vendor blame others. Cisco is costly so we gave a chance to Avaya UCaaS based on its history and reputation in Calling market.

Incentivized

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

Incentivized

Scalability was less important for our organization as our needs are quite stable.

Incentivized

• This made working from home possible, allowing me to take calls that I wouldn't be able to without having them forwarded by our communications department
• It works with Teams, realizing when I'm on a conf call and automatically sets a status of away, preventing my phone from ringing, but allowing me to see the voicemail via text so that I can respond
• If I step out of the office for a little bit, I can have my calls go directly to my cellphone to make sure I'm still available if needed

Incentivized

• 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.

Incentivized