Mitel

Name: Mitel
Brand: Mitel

Mitel connects voice, video, and chat reliably

Mitel is a leading global telecommunications company founded in 1972 and headquartered in Ottawa, Canada.

BenchTrust Score:70/100

Independent B2B performance index (0–100 points). It is calculated mathematically and without subjective influence from four verified pillars: company stability, aggregated feedback from publicly available online sources, documented compliance certifications, and operational transparency. Comparable with other software providers.

BenchTrust Index weighting: Company stability 25 points · Customer reviews 30 points · Compliance & security 25 points · Transparency 20 points. Without reviews a neutral average is used; a few reviews move it only slightly

Review data basis: G2 (260), Capterra (145), Trustpilot (210)

BenchTrust takes the average rating and review count from the review platforms listed. BenchTrust does not itself verify whether individual reviews come from actual customers; according to the platforms, they apply their own verification procedures.

Overview

Mitel is a leading global telecommunications company founded in 1972 and headquartered in Ottawa, Canada. With over 4,200 employees, the company specializes in business communication and collaboration solutions. The portfolio includes modern PBX systems, IP telephony, and cloud-based Unified Communications (UCaaS). Mitel's solutions enable the seamless activation and management of voice, video, and chat services in a single, enterprise-wide platform. A special focus is placed on hybrid communication solutions that ensure resilience, smart collaboration, and strategic control. Through Mitel Software Assurance, customers gain access to applications such as Mitel Voice Assist, MiContact Center Business Web Chat, and MiCollab Chat, as well as regular software updates for MiVoice and MiCollab platforms. In addition, Mitel Connect for Windows and Mac offers practical features such as directory search, click-to-dial, and one-click meeting participation. Mitel is certified according to the international standards ISO 27001, ISO 20000-1, ISO 9001, and ISO 14001, guaranteeing the highest quality, information security, and environmental compatibility. The systems support numerous languages, including German, English, French, Spanish, Portuguese, Italian, and Dutch.

Core features

Activation and management of voice, video, and chat services enterprise-wide in a single solutionCore

Support for hybrid communication solutions for resilience and smart collaboration

Mitel Software Assurance for access to Voice Assist, MiContact Center Web Chat, and MiCollab Chat

Provision of regular software updates for MiVoice, MiCollab, and MiContact Center

Mitel Connect for Windows and Mac with directory search, click-to-dial, and one-click meetings

Compliance & security

ISO 27001

Information security

ISO 20000-1

IT service management

ISO 9001

Quality management

ISO 14001

Environmental management

Contact the provider

www.mitel.com

Supported languages

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💬 Customer feedback summary

80% mention this

Feature Set & UC/VoIP Functionality

70% mention this

Reliability & Call Quality

65% mention this

User-friendliness (Admin & User)

60% mention this

Support & Customer Service

Summary of customer feedback

Overall, customers rate Mitel predominantly positively, particularly with regard to the broad range of features for UC/VoIP, contact centers, and solid reliability in enterprise environments. Key strengths mentioned include extensive enterprise features, good call quality, and integration options, while criticism frequently focuses on usability weaknesses of individual apps, occasional stability or bug issues, the quality or response time of support, and the sometimes complex licensing/pricing model. Mitel is particularly suitable for medium to large enterprises and call/contact centers with complex communication requirements that value a feature-rich, integrated telephony and collaboration solution and are willing to invest a bit more in implementation, administration, and support.

AI-generated summary

📰 News & community feedback

🚀 Product updates & press releases

Mitel is strengthening its global market position in the B2B sector through targeted product innovations and strategic alliances for hybrid work environments. A central focus is on the deeper integration of the acquired Unify portfolio as well as the optimization of communication solutions for specific industries such as healthcare. In addition, the company is expanding its collaboration features through a global partnership with Zoom and proactively addressing European compliance and security requirements.

•Strategic Alliance: The global partnership with Zoom enables the seamless integration of Zoom Workplace into Mitel's communication platforms.
•Portfolio Integration: By merging with Unify, Mitel strengthens its presence in the European market and expands its range of UC and UCC solutions.
•Target Group Focus: New, specialized communication solutions are targeted specifically at frontline workers in healthcare, hospitality, and the public sector.
•Compliance and Security: System updates ensure compliance with strict European security requirements such as the NIS2 directive.

Source: Publicly available product updates or press releases from Mitel.

🎬Videos & screenshots

See Mitel in action

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Mitel CX Demo

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