Mitel Review: Is a Mitel Phone System Right for Your Business?

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The Mitel MiVoice 6940
The Mitel MiVoice 6940


  • Offers excellent UC tools for remote teams
  • Mitel's phone system for small businesses is designed for ease of use, with a single-click user interface
  • Contact centers can use MiCloud Connect Contact Center for essential features, or MiCloud Connect CX for more advanced functionality
  • Can integrate with Microsoft Teams to enhance your Teams platform with premium voice calling features


  • Mitel's solution for smaller businesses seems to be missing a couple of call features, including an auto attendant and on-hold customization
  • Prices for MiCloud Connect are based on 50–100 users: we expect smaller teams may face more expensive prices
  • Pricing for MiCloud Flex isn't advertised – you'll need to request a bespoke quote to find out how much it costs

Mitel is a global software and telecommunications provider of commercial products. It works alongside many other technological businesses including; AirVM, Benbria, Martello Technologies, NetVitesse, Teldio, and YUPIQ.

Mitel’s highly trained team of specialists work together to provide support for businesses within a wide variety of industries, including healthcare, education, financial services, hospitality, government, housing, media and entertainment, professional services, and retail.

Mitels’ team works hard to ensure its clients receive the most suitable communication products to meet their business’s requirements and enhance their user experience.

Mitel’s Cloud Communication Systems

Mitel offers two key cloud-based phone systems:

MiCloud Connect

MiCloud Connect is Mitel’s cloud-based (and award-winning) VoIP system. We’d recommend it to small to medium-sized businesses – as opposed to MiCloud Flex, Mitel’s solution for enterprise-level businesses – because it’s easy to use, affordable, and provides all the essentials for calling and collaborating, without too many overwhelming bells and whistles.

Let’s take a look at MiCloud Connect’s key features:

✓ Voice Calling

MiCloud Connect enables VoIP phone calls, and provides features that you’d expect from a VoIP phone system, including voicemail to email transcription, call recording, call transfer and forwarding, paging, call management features (including call park, ring groups, and hold), and SIP trunking capabilities (including caller ID and trunk groups).

You can also route calls by presence, so phone calls only go to colleagues who are available to answer them, ‘favorite’ particular contacts so you can dial them quickly, and ring missed callers back with one click.

✓ Unified Communications

With so many businesses working remotely following the COVID-19 pandemic, staying in touch and collaborating with our teams effectively is more important than ever.

Luckily, Mitel is one of a bevy of phone system suppliers that have incorporated unified communications (UC) tools into their cloud-based VoIP phone systems. So, with MiCloud Connect, you can not only call your colleagues, but also…

  • Take part in audio and video conferencing, the latter of which comes with screen sharing and a handy agenda tracker
  • Message your team or an individual to ask quick questions or start a conversation, without having to call or email them
  • Share files among your colleagues

…all from the MiCloud Connect app, which can be used on PC, Mac, iOS, and Android devices.

How Much Does MiCloud Connect Cost?

Mitel’s MiCloud Connect system is available in three packages. The more expensive the package, the more generous and sophisticated the features it comes with:

PlanStarting price (per user, per month)

It’s worth noting, though, that these prices are tailored for businesses with 50 to 100 users. If your team is smaller than that, it’s likely the package you choose will cost slightly more.

MiCloud Flex

MiCloud Flex is Mitel’s cloud-based VoIP solution for larger businesses. It’s hugely customizable, with Mitel enabling you to choose the right combination of UC tools and features to suit your teams’ preferred communication and collaboration methods. ‘Flex’ really is the name of the game here, and you’ll be able to mix and match your service levels and add-ons for different members of the team.

The add-ons available with MiCloud Flex include:

  • Integration with Skype for Business
  • Integration with CRM software
  • Call analytics
  • Call recording

You can also opt to include one of Mitel’s contact center plans, which come with features like:

  • Skills-based routing for voice calls and social media, live chat, emails, and more
  • Historical reporting
  • Real-time dashboards
  • Control over your agents and their queues
  • Integrations with Salesforce and Google

How Much Does MiCloud Flex Cost?

Unfortunately, because it’s so customizable, Mitel doesn’t advertise any specific pricing for its MiCloud Flex system. Instead, you’ll need to get in touch with the company to organize a bespoke quote.

If you’d like to find out how much the best phone systems for your business are likely to cost you, why not try out our free service? Simply answer a few questions about your operation and its communication needs, and we’ll use your answers to match you up with the right phone system providers for you. They’ll then be in touch directly with no-obligation quotes that are tailored to you, and any answers to your questions. It’s fast, free, and the easiest way to compare the best prices for your new business phone system.

Mitel’s Desk Phones

Mitel sells a wide range of business phones for your office (home or otherwise), including:

IP Button Phones

The MiVoice 5304 IP phone is a basic, small base display phone suitable for hotels, teleworkers, retail stores and education establishments and is available for around $100.

5304 modelThe MiVoice 5312 IP phone is a multi-line desktop phone. Features include 12 programmable keys and this model is suitable for support staff and office and teleworkers. The 5312 is priced in the region of $175.

Mitel MiVoice 5312IP Application PhonesThe MiVoice 5320 IP phone is an entry level display phone suitable for businesses and companies that require more enhanced applications and telecommunication services. Its features include call history, call forwarding, settings and call information and costs around $250.

Mitel MiVoice 5320The MiVoice 5330e IP phone is a full-feature, large graphic display system. Other features include conference calling, cordless applications, call history and visual voicemail. This model costs around $375.

Mitel MiVoice 5330eThe MiVoice 5360 IP Phone is Mitel’s top of the range IP application phone and incorporates a large touchscreen display, excellent sound quality, 48 programmable function keys, a hands-free speakerphone operation and is supported on Mitel’s MiVoice communication platforms. This model costs in the region of $600 and is one of the more expensive models in the Mitel 5300 series.
Mitel MiVoice 5360

Conference Phones

Mitel also offers superb conference call and video units: The MiVoice conference unit allows high definition audio with 16 built-in microphones with a range of four meters. A few of it’s many other features include:

  • A seven inch, high resolution, color touchscreen
  • In-room presentation display capability enabling connection to a projector or LCD screen
  • Embedded SmartOffice suite for viewing of PowerPoint, Word, Excel and PDF files
  • 2 USB ports

The MiVoice conference unit costs around $785.

The Mitel MiVoice Video Unit is perfect for video conferencing and collaborative sessions and enables users to share document and presentations through many mediums including cloud-based services. It is priced in the region of $1,285.

MiContact center systems are available in many forms enabling clients to contact service agents simply and quickly. This forms a good relationship with clients and improves customer service. Systems include: Mitel MiContact Center for Business, Office, Enterprise and Lync.

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Written by:
Aimee profile image
Aimee is Expert Market’s resident telephone systems and point of sale go-to. If she’s not writing about business products, you’ll find her daydreaming about dog walking on Dorset beaches.
Reviewed by:
James thinks all businesses can improve if they use the right technology. At Expert Market, he utilises his 4+ years experience as a researcher to offer specialised advice on a wide range of categories from CRM to Fleet Management.