Mitel: customer reviews and testimonials, is this the right business telephony solution for you?

Imagine you’re a sales manager or in charge of a call center. You need to equip a growing team, while keeping an eye on call quality, handling and support responsiveness. Mitel looks solid on paper. So we sifted through recent reviews published on Google, Trustpilot and Capterra. Here’s what customers have to say, and what this means for your organization.

 

Overall opinion

The general feeling is mixed. A number of feedbacks point to a stable technical base adapted to growth. Others point to perfectible ergonomics and a long learning curve. Support is sometimes described as responsive and professional, sometimes as slow to respond. In short, an experience perceived as robust, but uneven according to team and context.

“Mitel offers a robust, scalable solution that meets the growing needs of our organization. Call quality is stable and user management intuitive.”

“The functionalities are almost complete, but the ergonomics of certain modules still need to be improved, which makes them a little more complex to get to grips with.”

“Customer support is not responsive enough, which causes slowdowns in problem resolution.”

In operational terms, this means that you can aim to scale up without re-tooling, with call quality deemed stable and user administration fairly clear. On the other hand, you need to set aside time for training newcomers if your teams rotate frequently, or if you are recruiting non-technical profiles. And be sure to draw up a continuity plan in the event of a critical ticket, if your business cannot tolerate prolonged downtime.

 

Pricing & evolution

The notices analyzed did not detail plans, monthly or annual pricing, or set-up fees. No feedback mentions volume discounts, or the ease of increasing or reducing licenses along the way. Nor were there any reports of hidden costs or recurring surcharges in the testimonials selected.

In practice, if you are comparing Mitel and an alternative such as Kavkom, check the same points on both solutions before deciding:

• Add and remove users during the subscription period, without penalty.

• Features included vs. paid options, to avoid budgetary discrepancies.
• Commitment and termination conditions, contract anniversary dates.
• Any costs for number porting and activation.

Opinions do not provide comparable figures. It is therefore wise to demand a firm written proposal, and to compare it with your staffing trajectory over 6 to 12 months. The aim is to avoid paying for dormant licenses if your staff size varies.

 

VoIP features

The positive points that emerge relate above all to the stability of calls, the platform’s scalability and user administration, which is judged to be intuitive. The limitations mentioned concern the ergonomics of certain modules and the difficulty of getting to grips with the system for new users.

“Call quality is stable and user management intuitive.”

“The solution requires a lot of training for new users, which can slow down the build-up of skills.”

Consequences for a manager :

• Fewer audio incidents in production according to feedback, resulting in smoother conversations and fewer calls to be repeated.
• Training time required for new recruits. Direct impact on ramp-up of SDR, support or telesales teams.
• Heterogeneous ergonomics across modules. In other words, your agents may be fast on some screens, and slower elsewhere.

Reviews don’t mention call recording, advanced analytics, transcription or a predictive dialer. If these features are key to your choice, ask for a demo and test in real-life conditions with 2 or 3 concrete use cases from your team.

 

VoIP security

The testimonials reviewed do not discuss security or compliance aspects. None cite incidents, mechanisms such as MFA or SSO, or specific storage requirements.

“Reliable and scalable platform.”

As security is not addressed in these reviews, you are advised to check the following points for yourself, on Mitel as on any alternative reviewed, without presuming their presence or absence:

• Encryption of calls and recordings, retention period.
• Access management by profile, MFA, SSO.
• Data localization and redundancy, backups.
• Incident procedures and escalation times.

The objective remains simple and concrete: to reduce the risk of interruption and clarify who does what in the event of an alert.

 

Steering & KPIs

None of the reviews in the sample dealt with dashboards, real-time supervision, data exports or the API. There was also no feedback on the granularity of statistics, nor on the ease of exporting to CSV.

If you run the service on a daily basis, put an identical checklist in front of Mitel and an alternative like Kavkom:

• Real-time dashboards to view queues, connected agents and call rates.
• Programmable CSV exports and APIs for injecting data into your BI tools.
• Live supervision for discreet coaching and recovery interventions.

Without user feedback on these points, only proof of use during a short POC will give you a reliable signal.

 

Phone number availability

The reviews studied do not mention country coverage, choice of local or toll-free numbers, or ease of porting. There are no alerts about coverage gaps in this sample.

To frame a multi-site deployment, systematically check, with Mitel as with any other solution :

• Number types available by country, with choice of city or region.
• Carrying times and possible costs.
• Local regulatory limits that may surprise your teams.

Clear operational goal: avoid delays of 3 to 6 weeks due to a number not being found or a port being blocked, and guarantee a credible local presence.

 

Support & responsiveness

This is a divisive point in the reviews. Some users praise the speed and professionalism of support, while others talk of slowness and the direct impact on problem resolution.

“The support team is very professional and quick to respond, which makes everyday life much easier.”

“Customer support isn’t responsive enough, which causes slowdowns in problem resolution.”

Operational translation :

• Smooth onboarding if you find the right channel or dedicated contact.
• Risk of production downtime if a critical ticket is delayed. Set up a clear escalation procedure and request written SLAs.
• If your peaks of activity are foreseeable, anticipate reinforced support slots to avoid queues on the big day.

When comparing Mitel and an alternative like Kavkom, ask specifically about average response times, opening hours and escalation procedure. The real issue is not the promise, but the recovery time when it breaks.

 

Third-party integrations

The reviews don’t mention any CRM integration or external tools. No feedback either on the API, contact form pop-ups or record synchronization.

“Good product with ergonomic limitations.”

If your workflow depends on a CRM or helpdesk, position Mitel and any alternatives you study against the same validation grid:

• Automatic creation of contacts and call logs without double entry.
• Pop-up window on incoming call.
• Links to recordings in the CRM timeline.
• Limitation by plan, daily quotas, rights by profile.

 

As reviews do not provide proof on these points, a pilot test on a small group of agents remains the best way to measure the real impact on your productivity.

Summing up the testimonials, the recurring strengths for Mitel are the robust platform, call quality deemed stable, and a broad functional base. Recurring irritants include the ergonomics of certain modules, the longer learning curve for beginners, and variable support. To move forward, align your evaluation process on these axes, and ask for concrete proof of training, supervision, integrations and support commitments, both for Mitel and for an alternative such as Kavkom.