What users are saying about
Top Rated
150 Ratings
28 Ratings
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Score 7.8 out of 100
Top Rated
150 Ratings
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Score 8.5 out of 100

Feature Set Ratings

    Cloud PBX

    8.3

    MiVoice Office Application Suite

    83%

    Twilio

    Feature Set Not Supported
    N/A
    MiVoice Office Application Suite (Mitel Application Suite) ranks higher in 3/3 features

    Hosted PBX

    8.2
    82%
    4 Ratings
    N/A
    0 Ratings

    Multi-level Interactive Voice Response (IVR)

    8.6
    86%
    4 Ratings
    N/A
    0 Ratings

    Directory of employee names

    9.3
    93%
    7 Ratings
    N/A
    0 Ratings

    Call Management

    9.2

    MiVoice Office Application Suite

    92%

    Twilio

    Feature Set Not Supported
    N/A
    MiVoice Office Application Suite (Mitel Application Suite) ranks higher in 5/5 features

    Answering rules

    9.6
    96%
    7 Ratings
    N/A
    0 Ratings

    Call recording

    9.3
    93%
    5 Ratings
    N/A
    0 Ratings

    Call park

    9.0
    90%
    7 Ratings
    N/A
    0 Ratings

    Call screening

    9.4
    94%
    5 Ratings
    N/A
    0 Ratings

    Message alerts

    9.0
    90%
    7 Ratings
    N/A
    0 Ratings

    Mobile apps

    9.2

    MiVoice Office Application Suite

    92%

    Twilio

    Feature Set Not Supported
    N/A
    MiVoice Office Application Suite (Mitel Application Suite) ranks higher in 2/2 features

    Mobile app for iOS

    9.4
    94%
    5 Ratings
    N/A
    0 Ratings

    Mobile app for Android

    8.9
    89%
    3 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • MiVoice Office Application Suite (Mitel Application Suite) is rated higher in 1 area: Likelihood to Recommend
    • Twilio is rated higher in 1 area: Support Rating

    Likelihood to Recommend

    8.9

    MiVoice Office Application Suite

    89%
    7 Ratings
    8.7

    Twilio

    87%
    51 Ratings

    Usability

    MiVoice Office Application Suite

    N/A
    0 Ratings
    9.0

    Twilio

    90%
    10 Ratings

    Support Rating

    8.8

    MiVoice Office Application Suite

    88%
    8 Ratings
    9.5

    Twilio

    95%
    18 Ratings

    Contract Terms and Pricing Model

    MiVoice Office Application Suite

    N/A
    0 Ratings
    10.0

    Twilio

    100%
    1 Rating

    Professional Services

    MiVoice Office Application Suite

    N/A
    0 Ratings
    10.0

    Twilio

    100%
    1 Rating

    Likelihood to Recommend

    Mitel Networks Corporation

    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.
    Read full review

    Twilio

    If you have a business page on Facebook, having Twilio’s chat not feature is a must! No more missed chat messages or clients getting upset because of a delay in replies. Twilio has helped on several occasions answer simple questions, so I didn't even have to answer the chat message manually. It also enables you to recognize when spammy messages are trying to get through.
    Read full review

    Pros

    Mitel Networks Corporation

    • 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.
    Read full review

    Twilio

    • Easy to see my team in one place, when they log in and out and what call status they are in.
    • Twilio is a simple, user friendly way to log in and out of work activities.
    • Excellent services and support.
    • The omnichannel feature which allows agents to get request from all channels.
    Read full review

    Cons

    Mitel Networks Corporation

    • 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.
    Read full review

    Twilio

    • Setting up response sequences should be more intuitive like an email sequence software or a chatbot service where you can send users through flows based on actions.
    • Less code setup or having a graphical user interface to set it up would be nice then to be able to just export the code of what we need and send it over to developers.
    • Easier multi-media sending for images, videos, or files needed.
    Read full review

    Pricing Details

    MiVoice Office Application Suite

    Starting Price

    Editions & Modules

    MiVoice Office Application Suite editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Twilio

      Starting Price

      $0.0,015 per min per participant

      Editions & Modules

      Twilio editions and modules pricing
      EditionModules
      Programmable Messaging$0.00751
      Programmable Voice$0.00852
      Twilio SendGrid Marketing Campaigns$153
      Programmable Video$0.00154
      Twilio SendGrid Email API$14.955
      Twilio Flex (Contact Center)$16
      Twilio Flex (Contact Center)$1507
      Programmable Voice$0.0138
      Twilio Conversations$0.059
      Twilio Authy$0.0910
      Programmable Wireless$2.0011
      Programmable Wireless$0.112
      WhatsApp Business API$0.004213
      WhatsApp Business API$0.00514
      Elastic SIP Trunking$0.04515
      Elastic SIP Trunking$0.00716

      Footnotes

      1. per message sent or received
      2. per minute to receive a call
      3. per month for 5,000 contacts and 15,000 emails. Your first 2,000 contacts are free
      4. per min per participant
      5. per month up to 100k emails. (Up to 40k emails free for 30 days)
      6. per active user hour (5000 hours free)
      7. per named user per month (5000 hours free)
      8. per min to make a call
      9. per active user per month
      10. per authentication
      11. per SIM card
      12. per MB
      13. Per WhatsApp Template message sent
      14. Per WhatsApp session message
      15. Per min for origination
      16. Per min for termination

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      Optional

      Additional Details

      1. Pay-as-you-go pricing: Simple usage-based pricing means you don’t get locked into big contracts. 2. Volume discounts: Discounts trigger as your usage grows, so you always get a fair price. 3. Start building today with free trial credit and full API access.

      Usability

      Mitel Networks Corporation

      No answers on this topic

      Twilio

      Twilio has well documented APIs and examples. There are several tutorials, videos and Q&As regarding their services. So, usability is very good. I must say that advanced knowledge of telephony, API/Programming and error-handling is essential to make good use of Twilio. It's not just plug-and-play unless you are integrated with a system that has all of the programming built for it.
      Read full review

      Support Rating

      Mitel Networks Corporation

      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.
      Read full review

      Twilio

      I have not had to communicate with Twilio support in the last 3 years but my past experience with them has been very positive. They replied to my previous requests promptly and kept me well informed to resolve my inquiries. With their documentation that's available, I hardly imagine why anyone would need to contact support since it's all there in a concise and easy to understand format. It would probably take you longer to type out a support ticket than to just open their doc websites.
      Read full review

      Alternatives Considered

      Mitel Networks Corporation

      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
      Read full review

      Twilio

      I receive regular unsolicited communications from Twilio competitors but I do not have the time to review them, given there is no reason for me to switch. Twilio works great and its pricing is acceptable for our situation. Investigating point solutions for text only or voice only would complicate our infrastructure and vendor management and would require some expensive system changes.
      Read full review

      Contract Terms and Pricing Model

      Mitel Networks Corporation

      No answers on this topic

      Twilio

      Being in South Africa, direct local currency support would be nice
      Read full review

      Return on Investment

      Mitel Networks Corporation

      • 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.
      Read full review

      Twilio

      • Twilio WebRTC allowed us to move a bulk of our communication to the cloud, giving us a lot of visibility on how we were communicating with our customers.
      • It also gave us analytics on how much time users spent on communicating with each other over calls and helped us build features around it.
      • Twilio became the center of all communication on our platform. From chat messages to phone calls, it powered everything.
      Read full review

      Screenshots

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