Mitel acquired Toshiba's business phone systems in 2017, and access to the communication giant's products and services has only strengthened the Canadian company's reach into the worlds of both PBX and VoIP systems. Mitel offers on-premise hosting for companies with their own functioning software, and a Cloud-based option for those without a substantial outlay of equipment (or those who prefer the advantages of VoIP systems).

On-premises systems require your company to house and maintain the systems, and the nuts and bolts will require professional installation. If you're using the Cloud-based option, Mitel essentially offers a plug-and-play startup. All your business needs are internet protocol-compatible (IP) phones and robust and consistent bandwidth. Mitel has a substantial offering of phone hardware, including multi-line IP phones, and conference and video units.

Mitel provides a generous assortment of call center tools, like universal queuing, web chat integration, and customer callback so that your client isn't stuck on hold. The product also provides optimized call routing by variables which are important to you: customer identity, location, service level, and priority. One of the main advantages to the call center technology is that Mitel's system integrates well with programs you're likely already using, including Salesforce.

While the hosted option is likely to be as reliable as your equipment and tech support, the Cloud-based option's reliability is upwards of 99%. Five global data centers pretty much ensure that if one system goes down, your system will still be functional.

Customer service is supported by phone 24/7, as well as via the website. Customer reviews indicate that calls are fielded by live technicians who are competent to answer the majority of questions.

Mitel designed one of the earliest PBX systems in the 1970s, and has a reputation for holistically assessing the business needs of a company, as opposed to simply providing phone service. Cloud-based products run up to $55 per user per month, with one-time costs for set-up and training. There are additional licensing monthly fees; part of what your business is paying for is the episodic upgrades that the company will provide as part of the service package. The on-premises systems are sold through resellers nationwide, so there it's almost impossible to come up with a hard figure (estimates run between $800-$900 per user). You're definitely paying for the steady-as-the-sun quality of the product, and the reliability of the company's five decades in the business.


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