Mitel MiCollab - Can be great if you have proper support from hosted services!
February 25, 2025

Mitel MiCollab - Can be great if you have proper support from hosted services!

Anonymous | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User

Overall Satisfaction with Mitel MiCollab

We recently moved away from Mitel MiCollab, due to lack of support from local vendors for the product. We had utilized it from 2010-2022, and mostly supported it ourselves - internally. The problems we experienced currently - which lead to us choosing a different VOIP provider was lack of expertise from the phone companies "supporting" it for us. Our own technicians, seemingly, knew how to better manage the system than the company we were paying each month to do so.

Pros

  • Voicemail To Email
  • Creating custom buttons tied to specific user profiles
  • Hotdesking - allowing users to log in to phones district-wide.
  • Record an active call with just the push of a button
  • Teleworker phones - allowing phones to be programmed for off-site use with only a PoE injector/internet access needed.

Cons

  • Training of local providers needs a 100% overhaul. Our local providers didn't seem to know how to fix most issues we encountered - unless they called an off-site contact who was rarely available when needed.
  • Remove the need for local controllers (I have heard newer versions of this software have gone this way - but still require the end-user to host a VM on hardware they own)
  • I think we wasted a lot of money on tech calls that we ended up mitigating ourselves. Our internal technicians taught themselves how to manage the software and controllers - so that we didn't have to rely on the phone company to do so - and take a week or two to respond when a need arose.
  • Having spare handsets on-hand made replacing them when a student broke them a breeze. Being able to copy user settings over to a new device was also quick and efficient
  • Record-a-call was a great feature that some of our staff would have to utilize when dealing with legal issues - so having proof of what was said on a call was great.
If you're the type of person to dive in and teach yourself how to fully manage the Mitel MiCollab suite of products - you'll have a much better time than if you rely on an outside entity to do so for you. If you do, just ensure in your contract that their response time is specified - as we ran into a lot of time-sensitive issues that went without help due to their techs not being available to us.
I feel like it's hard to compare them, as the Yealink system we just implemented is a modern VOIP system, whereas the Mitel MiCollab system we had (even though we upgraded it once over the 12-years of usage) still wasn't as user-friendly for us as Yealink now is to us. In our experience, our user support from MetroNet is also lightyears better than that of Integra/Frontier. So that also adds a lot to our Yealink experience.

Do you think Mitel MiCollab delivers good value for the price?

Yes

Are you happy with Mitel MiCollab's feature set?

Yes

Did Mitel MiCollab live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Mitel MiCollab go as expected?

Yes

Would you buy Mitel MiCollab again?

No

If you're in an area that has highly trained technicians to support the Mitel MiCollab product - I think your experience will likely be much better than ours. In my opinion, Frontier (and Integra before them) were the worst, and we do not look back on that experience with much happiness.

Mitel MiCollab Feature Ratings

Project Management
5.3
Task Management
7
Workflow Automation
3
Mobile Access
8
Search
3
Communication
4.7
Chat
4
Notifications
7
Internal knowledgebase
3
File Sharing & Management
6.0
Audio files
8
Access control
2
Advanced security features
5
Device sync
9

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