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Who are Mitel?
Mitel is a global business communications company, founded in 1972 in Canada, with a long-standing presence in the UK and Europe. Mitel has built a reputation as one of the most established names in enterprise telephony and unified communications.
Their primary focus is being a cloud voice and business VoIP system provider, helping businesses of all sizes move away from traditional phone lines and onto more flexible, internet-based communications.
Rather than selling direct to end users, Mitel works through a network of certified channel partners and telecoms resellers.
What services do Mitel offer?
Mitel’s core focus is business voice and communications technology. While they have a broad portfolio, their key services for businesses are cloud-based calling, on-premises phone systems and keeping teams connected wherever they are.
Here are Mitel’s key business services:
Hosted VoIP & cloud phone systems
MiCloud Connect is Mitel’s cloud-based phone system, giving businesses a fully hosted VoIP alternative to traditional desk phones and on-site hardware. It’s a practical choice for any business exploring business VoIP phone systems for the first time or looking to upgrade an existing setup.
On-premises phone systems
Mitel also supports businesses that prefer to keep their phone system on site. MiVoice Business is their flagship on-premises platform, designed for organisations that want the control of hardware-based telephony while still benefiting from modern business VoIP features such as call recording, auto attendants and hunt groups.
Microsoft Teams calling integration
Mitel integrates with Microsoft Teams, allowing users to make and receive external calls directly from the tools they already use day to day. This removes the need for separate phone lines and makes Teams a fully functional business phone system.
Contact centre platforms
Mitel has a strong presence in the contact centre market through MiContact Centre Business. This platform gives customer service teams advanced routing, queue management and VoIP analytics reporting, making it suitable for businesses handling high volumes of inbound enquiries.
Unified communications & collaboration
Mitel’s unified communications platforms bring voice, video, messaging and conferencing together in one place. This helps businesses keep teams connected across offices, home working and mobile, without needing multiple separate tools.
Inbound call management
Mitel provides inbound call management tools that give businesses control over how calls are routed, queued and handled. Features like hunt groups, auto attendants, interactive voice response systems, and call recording make it easier to manage high call volumes and deliver a consistent experience to callers.
How to contact Mitel
Mitel operates through a network of certified UK partners and resellers, and customers are encouraged to contact their partner as the first point of contact for installation, support and ongoing service. For direct enquiries to Mitel, here are the different ways to get in touch:
Mitel contact number
You can call the Mitel UK team on 01291 430 000 for general sales and product enquiries.
For day-to-day support, Mitel customers are typically supported by their chosen Mitel partner or reseller rather than Mitel directly. Your partner will be your first point of contact for business VoIP installation, configuration and ongoing service issues.
Mitel contact form
If you’d prefer to get in touch online, Mitel provides a contact form on its website for sales enquiries and general questions. Response times for online enquiries are typically within one working day.
Mitel UK head office
Mitel’s UK office is based in Caldicot, with the office number +44 1291 436 067, available Monday to Friday, 8am to 5pm. Office visits are by appointment only.
Mitel considerations
Mitel is a well-established name in business communications, but as with any provider, there are a few things worth understanding before you sign up.
| Consideration | What to know |
|---|---|
| Partner pricing | Mitel sells through a network of certified partners and resellers, so the business VoIP costs you pay depend on who you buy through. Margins vary significantly between resellers, so it is always worth checking what is actually included before committing. |
| Support structure | Your day-to-day support will typically come from your Mitel partner rather than Mitel directly. This works well with the right partner in place, but it is worth asking about response times and how faults are escalated before you sign. |
| Cloud or on-premises | Mitel offers both cloud-based and on-premises phone systems, and the right choice depends on your business. Cloud platforms like MiCloud Connect suit businesses wanting flexibility and remote working, while on-premises systems like MiVoice Business suit those preferring to keep hardware in-house. |
| Contract terms | As with most telecom providers, contracts typically include auto-renewal clauses. Make sure you are clear on notice periods to avoid being rolled into another term unintentionally. |
| Market alternatives | Mitel is one of several strong options in the business VoIP space. It is worth taking the time to look at providers on price, support and features rather than defaulting to the first option presented. |
Who Mitel services are designed for
Mitel is a purely business-focused provider. Below are the types of businesses and organisations that typically use their services:
| Business type | Why Mitel suits them |
|---|---|
| SMEs (10-250 employees) | Looking for a reliable phone system with the flexibility to choose between cloud or on-premises |
| Larger enterprises | Need a scalable platform that can support multiple sites, remote workers and integrations with business tools |
| Contact centres | Customer service teams handling high call volumes that need advanced routing, queue management and reporting |
| Hospitality | Hotels and resorts needing in-room phone systems, guest services integration and centralised management |
| Healthcare | Hospitals, clinics and care providers with specific compliance, reliability and availability requirements |
| Education | Schools, colleges and universities need campus-wide communications across multiple buildings |
| Businesses on legacy systems | Moving away from traditional phone lines ahead of the PSTN switch-off |
Mitel reviews
Mitel holds a score of 3.8 out of 5 on G2, based on verified user reviews.
As Mitel sells through partners, a lot of the customer experience depends on the reseller managing the account. With that in mind, here is a summary of the recurring feedback from Mitel’s direct users.
Pros
- Ease of use: Customers frequently praise the intuitive interface of Mitel platforms, with quick training and simple day-to-day use reported across softphones and desk handsets.
- Integration: Users value how well Mitel systems integrate with existing business tools and telephony platforms, making them straightforward to implement alongside other systems.
- Reliability: Long-standing customers report solid, dependable service, with some systems running reliably for 10 years or more with minimal intervention.
- Product range: The breadth of Mitel’s portfolio, from MiCloud Connect to MiVoice Business and MiContact Centre, gives customers flexibility to match the platform to their needs.
Cons
- Customer support: Some users report that Mitel’s direct customer support can be slow to respond, particularly for complex issues that require escalation.
- Platform transitions: As Mitel has evolved its product range, some customers have found contract and platform transitions more complicated than expected, so it is worth being clear on upgrade paths before committing.
Mitel’s business VoIP phone systems
Mitel offers a range of business VoIP phone systems designed to suit different business sizes and deployment preferences. Some are cloud-based, others are on-premises, and several support hybrid setups. Here are the main platforms in the current Mitel portfolio:
MiVoice Business
MiVoice Business powers secure, scalable communications across organisations of all sizes. It delivers enterprise-grade voice, mobility and collaboration features, with deployment available on-premises, in the cloud or as a hybrid setup. Centralised management, strong VoIP security and a rich feature set make it a flexible foundation for unified communications.
OpenScape Voice
OpenScape Voice is built for large, distributed enterprises. It is a carrier-grade SIP platform that delivers secure, scalable VoIP communication with centralised control. It integrates into multi-vendor environments, making it suitable for organisations that prioritise high availability and open standards.
OpenScape 4000
OpenScape 4000 is a hybrid platform that supports both legacy and IP telephony, enabling gradual migration to modern communications without disruption. It integrates with current systems while expanding access to advanced collaboration tools, making it suitable for businesses with existing infrastructure they want to preserve.
MiVoice MX-ONE
MiVoice MX-ONE is designed for complex enterprise environments and supports voice, video, messaging and mobility with flexible on-premises or hybrid deployment options. It suits organisations that need integrated collaboration and strong control over their communications setup.
MiVoice 5000
MiVoice 5000 powers secure, feature-rich unified communications and contact centre communications, with strong support for large enterprise needs. It is particularly suited to French-speaking organisations, with all user and admin tools available in French.
OpenScape Business
OpenScape Business is built specifically for small and medium-sized organisations. It offers everything needed for diverse communication requirements in a single flexible and scalable platform, designed to deliver more productivity with less complexity.