Mitel Applications Suite - a middle-tier solution for a growing business
June 19, 2019

Mitel Applications Suite - a middle-tier solution for a growing business

Kenneth Harrington-Colon | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Mitel Applications Suite

We currently use Mitel strictly for the VoIP application and conference bridge company-wide; the Mitel TeamWork application is currently not being utilized. The organization is split evenly on utilizing handsets with desk phones and the softphone with a PC headset. The system is configured with a structured automated call-flow workflow and manages our inbound and outbound telecommunications traffic.
  • Enabling users to load their profile to an unassigned desk phone, which is useful for switching work locations
  • Transcribing voicemails and forwarding the transcription to the user's email
  • Ability to configure scheduled holidays and company events into the automated answering service workflow
  • Softphone upgrades are disruptive and come out too often
  • Automated workflow is difficult to configure for re-directing a call to a specific number instead of an extension
  • Automated workflow doesn't always take a phone's presence into consideration when attempting to use it in a workflow
  • Initial roll-out had multiple instances where the Phone would restart for an upgrade during business hours, cutting off the internal LAN switch
  • Once configured, the Auto-attendant has been reliable during normal business hours and under predictable circumstances
  • Lower cost than some higher-end providers, which helps in ROI when higher-end functionality is not required
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.
The Mitel Applications Suite is well suited for individuals that don't have existing internal messaging or Skype-analog capabilities. It doesn't match up to Microsoft Office365 in that regard (Microsoft Teams is considerably more user-friendly and has an abundance of 3rd party integrations), but it will get the job done. If you are utilizing, say, GoDaddy Webmail, then Mitel would be a good next step. If you are utilizing Google Suite technology, however, I would go elsewhere (i.e. RingCentral, 8x8.)

MiVoice Office Application Suite Feature Ratings

Hosted PBX
Multi-level Interactive Voice Response (IVR)
Directory of employee names
Answering rules
Call park
Call screening
Message alerts
Mobile app for iOS
Mobile app for Android