MiVoice 250 / Office Application Suite (discontinued) vs. UJET

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.

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Great value for the money. They are always releasing new features, their support team is very responsive and they care about the customer experience. Overall I would say they are working to provide a product that is valuable, useful, and intuitive. Specifically, well-suited areas include: the IVR system, routing, and configuration Areas we have not explored include the chat service and virtual agent but they seem like worthwhile tools to explore.

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• 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.

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• Tracking number of calls and chats everyday
• Tracking Average handle time
• View calls waiting in the queue

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• 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.

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• CRM integration customization
• Advanced Reporting
• SSO Integration

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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.

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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

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UJET is better when it comes to tracking AHT and the number of interactions. It also provides us with real-time CSAT

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• 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.

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• There were a few system outages, they have since implemented a business continuity plan
• Their onboarding support was really good
• They built out an integration to Assembled which is great for workforce management

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info