Mitel MiCollab - great addition to your Mitel phone system
Nathan Venno | TrustRadius Reviewer
January 16, 2018

Mitel MiCollab - great addition to your Mitel phone system

Score 8 out of 10
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Verified User
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Overall Satisfaction with Mitel MiCollab

We have implemented this company-wide and have been using it for about a year now. We are a very phone-heavy company and this helps the users to manage their time/calls more efficiently. It also helps with conference calling and mobile use - making our salespeople more efficient as they can be reached at almost any time and location
  • See who is using the phone at a given time
  • Easy to use pop-up window alerts you to incoming calls, lets you transfer to VM or other users, helpful for conference calling
  • Has chat feature to tag someone when they are on the phone, or you just don't want to call
  • App for smartphone allows for desk phone to cell phone collaboration
  • Simplify phone use, making it easy to make and receive calls
  • Decent app for phones as well - helps with twinning on Mitel
  • App allows you to view missed calls when your synced with your desk phone
This is good for syncing with your Mitel desk phone (we use cloud-based Mitel service). It is definitely a help with that system. As for a stand-alone product, I don't see that it would be useful (like Skype). Does not have video conferencing. It does have a chat feature, but its only within your system - not external. This is really an add-on to the Mitel system - its makes using their phone system easier and better but does not work outside that sphere.
Excellent for the receptionist - allows easy transfer and viewing of incoming calls. The chat feature is helpful as well. Transfer and conference options are easy to use click option. Good for sales as well - easy to sync phone and smartphone so they are never out of reach. Also good for checking message and calls that may have been missed

Mitel MiCollab Feature Ratings

Mitel MiCollab Support

Initially, support from Mitel was fantastic, but recently it has started to lag significantly. Response takes 8 hours, at a minimum, usually requiring a second call to spur a response. Email support is even worse (email in a ticket) - I have had to call in to get things running the 3 times I've tried to email support.
ProsCons
Good followup
Knowledgeable team
Problems get solved
Support understands my problem
Escalation required
Difficult to get immediate help
Slow Initial Response
Yes - Most recently, I had an issue were two users were swapped, i.e. when user A's phone would ring, user B's MiCollab would pop up and vice versa. This was not really resolved until a larger issue occurred with MiCollab about a week later. Once the larger issue was resolved, the original 'swapped' issue was resolved
Original setup with Mitel was fantastic - solid support, constant contact, updates, et al. My issues were covered and resolved quickly and accurately, I was updated throughout the process (for install and issues), and after the closure was followed up with by my account rep. I never had any worries that I was forgotten or ignored.