16 Ratings
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Score 7.8 out of 100
11 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

Mitel Applications Suite

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.
Anonymous | TrustRadius Reviewer

Twilio Programmable Voice

Twilio is well-rounded for almost any company that doesn't require much in terms of voice automation (smart IVR, call center forwarding, etc). It can hold its own on as many phone numbers as you like, and the voice quality is very clear most of the time (some countries' destinations might experience issues such as light noise, just as with a normal landline). You can even develop a reasonably complex IVR platform with TwiML and PHP, but the maintenance on this case is your own, so you'll need to evaluate this option if you're running heavily automated interactions with your customers.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

Mitel Applications Suite
8.1
Twilio Programmable Voice
Hosted PBX
Mitel Applications Suite
8.0
Twilio Programmable Voice
Multi-level Interactive Voice Response (IVR)
Mitel Applications Suite
8.0
Twilio Programmable Voice
User templates
Mitel Applications Suite
7.9
Twilio Programmable Voice
Call reports
Mitel Applications Suite
7.2
Twilio Programmable Voice
Directory of employee names
Mitel Applications Suite
9.1
Twilio Programmable Voice

Call Management

Mitel Applications Suite
9.0
Twilio Programmable Voice
Answering rules
Mitel Applications Suite
9.3
Twilio Programmable Voice
Call recording
Mitel Applications Suite
9.2
Twilio Programmable Voice
Call park
Mitel Applications Suite
8.9
Twilio Programmable Voice
Call screening
Mitel Applications Suite
8.8
Twilio Programmable Voice
Message alerts
Mitel Applications Suite
9.0
Twilio Programmable Voice

VoIP system collaboration

Mitel Applications Suite
9.2
Twilio Programmable Voice
Video conferencing
Mitel Applications Suite
8.8
Twilio Programmable Voice
Audio conferencing
Mitel Applications Suite
8.5
Twilio Programmable Voice
Video screen sharing
Mitel Applications Suite
9.3
Twilio Programmable Voice
Instant messaging
Mitel Applications Suite
10.0
Twilio Programmable Voice

Mobile apps

Mitel Applications Suite
8.4
Twilio Programmable Voice
Mobile app for iOS
Mitel Applications Suite
8.8
Twilio Programmable Voice
Mobile app for Android
Mitel Applications Suite
8.0
Twilio Programmable Voice

Pros

Mitel Applications Suite

  • 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.
Anonymous | TrustRadius Reviewer

Twilio Programmable Voice

  • The "insights" feature is very useful when it comes to supporting our users. Both VoIP and Carrier insights give the ability to know what happened on a call
  • Twilio is very reliable as a dialer. We do not have downtime events often (maybe 1 per year for 10min).
  • Twilio has a team that can work with carriers to improve dialing for users where the carriers are not working well
Anonymous | TrustRadius Reviewer

Cons

Mitel Applications Suite

  • 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.
Anonymous | TrustRadius Reviewer

Twilio Programmable Voice

  • Answering machine detection is the worst part of this product. The messages are cut off and do not wait until most machines start recording.
Anonymous | TrustRadius Reviewer

Support Rating

Mitel Applications Suite

Mitel Applications Suite 8.8
Based on 4 answers
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.
Steve Davis | TrustRadius Reviewer

Twilio Programmable Voice

Twilio Programmable Voice 7.5
Based on 2 answers
For the most part, you don't need support if you understand how to read error handling, debugging, or sip messages.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Mitel Applications Suite

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
Kenneth Harrington-Colon | TrustRadius Reviewer

Twilio Programmable Voice

We previously used Skype for communications, however the price per minute or second per call was more expensive, and it didn't give us the flexibility of integrating calls with our CRM (Vtiger), allowing our sales force to initiate a call with a prospect just by clicking on its opportunity's phone number.
Anonymous | TrustRadius Reviewer

Return on Investment

Mitel Applications Suite

  • 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.
Anonymous | TrustRadius Reviewer

Twilio Programmable Voice

  • Our customers are able to implement a large part of their sales initiative (calling) through us due to Twilio's product
  • Twilio takes a decent amount of support and knowledge gained over time. This is expensive in the long run.
Anonymous | TrustRadius Reviewer

Pricing Details

Mitel Applications Suite

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Twilio Programmable Voice

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Mitel Applications Suite
8.3
Twilio Programmable Voice
8.7

Support Rating

Mitel Applications Suite
8.8
Twilio Programmable Voice
7.5

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