MiVoice Business is a unified communications platform from Canadian Mitel Networks Corporation, for businesses with 5 to 65,000 potential users.
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RingEX
Score 8.2 out of 10
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RingEx is a cloud-based VoIP solution available via computer mobile application. It features video and audio conferencing, desktop phone rentals, collaboration tools, and integrations with other business applications. Plans are available on a monthly, per user subscription basis.
As a phone system, MiVoice Business is absolutely fantastic. It's equipment and even virtual appliances are extremely stable. Simple auto attendants and making/receiving calls is where the strength is. Where is needs help is the Windows-based software. Upgrading this can be extremely difficult and it frequently fails for no reason. Services stop running and needs frequent reboots. The client has improved greatly with newer releases but can be buggy. Sadly, the old ways of a traditional desktop phone is dying and I think MiVoice Business isn't as good as some other options that provide more. The end user client just isn't as stable as something like Microsoft Teams or Zoom Voice that can provide a more stable soft phone experience.
A basic phone system with all of the "extras" makes a small business look much more significant. Their growth into AI features is fantastic and can be used to reduce the effort of call management dramatically. While pretty much like all of them, voicemail is easy to work with. You'd probably need an administrator to manage personnel changes in a larger environment.
Customer support is rudimentary. They should improve tier 1 customer support's ability to understand our needs rather than asking customers to reinstall the app
Revolving door of account managers, which causes loss of continuity in discussing opportunities
Analytics is not complete. Details about faxing and web meetings is missing.
We are grandfathered into our unlimited toll-free minutes plan. We are very unlikely to switch because of that. It has been the major factor saving us a lot of money compared to switching to other solutions. I don't know any other company that still offers these unlimited plans.
They were working on updating a few of the modules while we were going live, so this made usability difficult to train on once they did go live with those changes. Now that the changes are in place, we have really enjoyed the usability of the platform
We recently had nearly an entire day of downtime where the RIngCentral network was experiencing issues with incoming and outgoing calls. In the past year there have been more service related issues than ever before, which makes me wonder if RingCentral network is not robust enough to handle all the users
Occasional bandwith issues. In addition to this, I have one individual whose calls are blocked. We were not able to determine whether this was a RingEX or a carrier issue.
Call-in support is fantastic. I have never called in and had it taken more than 30 minutes to resolve our issue. Email support is terrible. You will likely go 24+ hours until you hear back and the response is likely a canned one. I personally prefer the email or chat support option, but find myself calling instead because the email support experience is so poor.
If someone has an existing system I tell them to keep that running initially and keep RingEX separate initially until the system is configured and tested to one's satisfaction. After testing and configuration is completed, then roll over the main phone numbers to the new RingEX system. I've seen one person who immediately flipped over to RingEX without properly configuring/testing the software and had many issues with missed customer calls until I helped him sort out his configuration.
I've used MiVoice Business at multiple employers. Once of them was moving from a very old Avaya PBX, another was with an NEC phone system that was slightly newer. MiVoice was far more easier to setup phones, setup users, manage voicemail, ETC. While we had consultants perform any upgrades with Avaya and NEC, MiVoice we did more collaborative with our support partner but we ran into far more issues with upgrades of MiVoice. My last 2 companies have discussed moving their phone system to Microsoft Teams and my current position they've already done that. All the issues with MiVoice relating to upgrades and issues with the Connect client are not existant with Teams. Teams is the bar, sadly MiVoice Business - while a very good product - falls short. They just haven't yet resolved issues that have long existed and in a pre-covid world it was OK. Now that people are displaced, the office environment has changed and end users are not isolated to a desk with a physical phone. MiVoice Business needs to catch up.
There is a more reliable connection and communication. The dashboard is easier to use, and the reports that can be generated are more in tune with our business needs. It is easy to review calls and pull them, which was much harder with Vonage.
We have 75 users and 85 phones on the system and have yet to have any noticeable outages. The system just works all of the time without issues. Our old VOIP system on Voyant would go out all the time for multiple hours. RingEX is much more stable and reliable.