Since the beginning of 2018 Mitel has decided to outsource there customer service. Service has dramatically deteriorated. It used to be quite good. You cannot get a rapid response to serious issues that are impacting service. When you do get a response, the tech is incompetent. You can end up waiting for a week or more while the problem is supposedly being addressed, and then find out it was not resolved due to incompetence. We have been forced to cancel our contract as a result, as this is a business critical function.

This is in regard to some of the posts I have read here. We installed a Mitel Hosted service and have received excellent support and call quality. I have a bit of data background and really understand what it takes to make this hosted thing work which is...INFRASTRUCTURE. Not only the cat5/6 cable and terminations done properly but the Power over Ethernet switches need to be configured/managed by someone familiar with voice priority. Another big issue is that many Internet providers configure their cable modems with SIP ALG turned on which is a no no regarding the Mitel product. Mitel is not SIP and that feature causes a lot of issues. Another provider mistake is the fact they they quite often have the internal Firewall turned on in the cable modem...another feature that causes problems. Probably the biggest factor of all is the provider or person that sold you the service..if you ask me it should always be from a Mitel Dealer/Partner... that is someone that understands the product, how it works and how to make you happy. We deal with the Mitel Partner on any issue that arises and always receive great support. You have the option of calling Mitel directly but just like any other large organization you have to deal with "HOLD TIME" Anyone can purchase a hosted product on line but i highly discourage that. Utilize someone that really has a background in servicing that type of product (Mitel or any other) and is willing to commit the time and resources necessary to get you through this not so easy transition.

Phones keep rebooting randomly during conversations. The app for Windows keeps crashing machines. They give us fixes that don't fix anything, or say that a fix is in testing (but it missed the last release cycle). These types of things should not be happening in a stable product. We are a simple business. No call center, just a receptionist up front that takes general calls and direct-dial to our people (so their volume isn't too high). Nothing fancy, no call queues. Voicemail transcription is OK, but they don't tell you up front that it is limited to 30 minutes/month before starting extra charges. If I had to do it all over again I wouldn't do it with ShoreTel Cloud

Newly installed ShoreTel System and we can't have ringtone differentiation between an outside call and an internal call! Really. Our 10 year old Avaya system could handle that. Maybe too much focus on cool cloud stuff and not enough on the basics. ShoreTel needs to get real and actually understand hoe their customers operate

I requested two Service Desk call queues, two agents each. That's it..... 2.5 months later, STILL not working...... They routed 180 customer voicemails to a voice mailbox different from those associated with our phone numbers. Didn't tell us about the mailboxes, no access, no notification. We're still cleaning up, and may have a legal impact with our client or lose the account..... They have repeatedly confirmed things are working as requested, and they have not. When instructed to activate the call queue, they told me it was activated, and when we called about ongoing issues, we found out it had NOT been activated at all...... Now the setup that I tested with them on the line last night is broken this morning. I know because our client got angry phone calls from their customers, and notified us..... Unless you are willing to wait months, test everything they set up, test your setup daily, and lose voicemails, I would strongly advise against ShoreTel. I simply cannot believe that it takes 2.5 months to set up two lines with two agents.....We may never recover from their errors with this client account

Mitel's Hosted PBX solution has really delivered all the businesses needs. Having a team of employees and contractors who collaborate remotely and customers based throughout South America, this solution has really provided the flexibility that we need

We have been with Mitel for over 20 years. We had a server based system and the service was always great. We decided to switch to their cloud product so we could move away from the server system. The switch over took months and months with poor attention to the details, constant follow up calls and hours and hours of work on my part correcting the issues created by Mitel support. Follow up meetings were scheduled to work the punch list but the support people never called when they said they would. I had to constantly send emails to get their attention including the managers. When you call support, you will be on hold for a very long time. On one occasion, the phone system went down. I called support and the woman took the information and said she would pass it on to the technical department. She had no idea when the service would be repaired or who would be calling. She was dismissive in her attitude and truly could care less. The system still s needs some tweaking and I am again waiting for support. The final blow is that they started billing me for the system while it was being installed and debugged while I was being billed for the old system. Customer service for the bill was as unwilling to help as the support people. There are plenty of systems out there. I would look into other products

This is the absolute worst phone system ever. We have had this system for 9 months and have NEVER had good service since day one it had dropped calls. The sound quality is horrible and it allows to much delay which creates a horrible talk over problem. Not a good system for businesses!!!!! I can't say it enough. Do not waste your money on this system

ShoreTel has long been a provider of telecommunications services and the move to VoIP was a smart one. They have done a great job transitioning into the marketplace and have been a solid competitor to the existing vendors. We are pleased with our choice to use ShoreTel as our VoIP provider

If you're looking for top notch reliability and service...you found it. I normally don't write reviews...with the exception of one or two Amazon complaints, but these guys went above and beyond my expectations! My only complaint...the call quality is so clear...clients can actually hear my co-workers gossip

I was very happy with the services. The reps were extremely helpful in assisting us with assessing our needs and presenting us with solutions that made sense for our organization. I would highly recommend this company to all my colleagues

I needed 10 phones for my dental business. I contacted Mitel Net Solutions via the chat they provide on their website. They were extremely helpful and very thorough in regards to what I needed to effectively run my business. The 5340e IP phones they provided me are very easy to use and fantastic phones. I have seen other provider phones and they were not even close to the quality of the phones that Mitel provided. I am extremely satisfied with the service so far and honestly have nothing negative to say about this company. I recommend Mitel to any small or large companies looking to change or upgrade their phone system :

Mitel's Hosted PBX solution has really delivered on my businesses needs. Having a team of employees and contractors who collaborate remotely and customers based throughout North America, this solution has really provided the flexibility that we need. The ability for all users to easily log into any phone, route calls to their cell phone or another number and control their own experience through the Mitel Web Portal has made this any great system to use. Also, it was super easy to install! We just unpacked the phones, plugged them in to the network and entered each extension and PIN - and the install was done. The Mitel solution has met our needs and their staff has been great to work with. I would highly recommend them for your business

I used M5 at my old company and recently converted to ShoreTel Sky at my new company. We were able to cut costs by moving to ShoreTel and folks are very pleased with the additional features that are available and with the ease of use. Their support team is always very helpful as well as fast. I would definitely recommend them especially for a small or medium sized growing company

After a few rough patches with ShoreTel Sky, the road has smoothed out. The solution that they provide us performs well, is cost efficient and has enough basic features that allow us all we need. As they grow assimilating the M5 network, we have seen great improvements in service, reliability and support

Sky support has been knowledgeable on almost all levels. Updating hold music, no problem. Adding new users, easy! Questions about the bill, resolved quickly. The company is focused on service which is a welcome change from the standards of the telecom business

The process to have the system up and running was smooth. I really had superb support in clearing any potential issues I anticipated. There was a solution for everything

We chose ShoreTel based on their good customer service reviews. We have all been impressed with the call quality and excellent features available to us. Our old system was *very* old and the difference between old and new is like night and day. Everyone's favorite feature is the voice-mail to email functionality, seconded by caller ID and fun ringtones. Since we installed this system and got the initial (minor) kinks worked out, I have not had even one complaint about call quality or dropped calls. ShoreTel Sky's help pages are outstanding - very clear and concise. If you get bids on this, be sure and work closely with your sales rep - we got better pricing simply by asking for it

I have been a Mitel customer for quite a while and recently switched over to the cloud product from Mitel. The post sales process was excellent as I had one contact that worked on me with everything. So far, so good

The product has helped me increase my productivity. I love how it ties my computer and phone together so I can dial a number with a click of the mouse. I can retrieve my messages just as easliy and don't need to be in the office to get them

Great experiences with customer service and implementation. Roll out was smooth and any issues are resolved quickly and efficiently. They really know my business. I would definitely recommend

From the very first encounter with Bryan as well as through all of the other contacts through out the installation process was very professional! It was very easy to make contact with Bryan who was available and ready to assist at a moments notice. Equipment as well as quality of service has been a great experience! All dates for the various installation process were met

The Mitel Anyware represents the best of the Hosted VoIP Solutions on the market. I've used others and was always very disappointed in the poor sound quality ranging from "two cans and a string" to very poor cell phone connection. Not with Anyware. The system was very easy to set up and is very easy to use. I highly recommend the Mitel Anyware

from start to finish it was easy to work with Mitel they wanted to know about my business not how many phones I needed from my first call with sales to my engineer and also the technican they were very through I didn't need to give my credit card information or jump through hoops to get the servic

Going with Mitel for my business phone service was a good decision mainly because its been reliable and the call quality is excellent. Im all for the best price but if the price is low and the quality stinks the cost savings is not worth it. I figured Id get good voice quality with Mitel after reading up on them but I also assumed that from an unnamed VoIP provider I switched to at my home that I ended up dumping after one month of terrible fax quality. They were a burn and churn mass advertising company and I learned my lesson. Mitel seems like a solid company and experienced enough to know that the quality has to be good before the savings matter. For me, it has to work all the time and there cant be a difference between my own phone system using land lines from my local telephone company and a hosted service like Mitels. Five thumbs up to Mitel

My experience with Mitel goes back to the 90's when we used their phone systems in our business. Back then it was by far the most reliable system we'd used and was priced right. Today, using their cloud based service AnyWhere, we can avoid the hassles and big time expense of a dedicated phone system and the cost of all the moves, adds and changes which in the old days added up to a good chuck of change. When I saw Mitel as an option this time around it was a no brainier to me and to form, they have been great to work with. I also like their simple pricing plan that includes all the various costs so I dont have to reeducate myself every few months on what we are buying and how much we're paying. Over all I dont have any cons as it all seems to work as pitched

We are overall happy with Shoretel Sky. The implementation did not go as smooth as we hoped it would due to some IT issues on our end. We use a 3rd party IT group and getting them on the same page as the Shoretel Sky support team was not easy. Once we got our network issues figured out the call quality levels have been great

ShoreTel Sky provides what you would expect from any decent VoIP solution - good call quality, affordable pricing, scalable for 1 to 1,000 employees (or more). What I really enjoy are the added tools that come with it. A sleek web interface that allows me to control everything from my computer (I haven't had to dial a number or push 20 buttons to check my vm in months). Also click to dial technology; if you are on a website that has a phone number you just click it, no need to dial the number. Also a suite of business intelligence tools every sales or call center manager needs to have such as a control panel to see live who is on the phone and what they are doing, to more in-depth reports such as time on the phone, amount of calls made, etc. It also integrates into our CRM system so the calls automatically log into customer pages saving time for the sales people and not allowing anyone to cheat and inflate their numbers. Great system is you are a small business or a large company, it can handle what you need

This is a great option for many companies. It is great for internal employees as well as remote employees or employees working in multiple offices

After one week the phones work well and provide the service we sought. There are some limitations due to the Ignition system that we purchased, but it does have a lot of flexibility given the demands we placed on the provider

My sales person Shannon was excellent. We live in a rural area and most VOIP companies will not even talk to us about getting service, they just tell us that they do not service our area. Mitel did everything possible to get us local number's. In short they were not able to get us a number that matched our home town (not because of Mitel, but because our local phone company) so we had to port our # to the cell phone service provider and then forward it to the number that Mitel was able to get us. Shanon was with us every step of the way and was even able to discount our service a bit, for the trouble. It is so nice to have a big phone system for our Real Estate Office, without having a BIG bill. Any questions or changes that we had to make, Mitel support was right on top of things in getting it fixed or answers to us

Everyone is very quick to respond to questions. Overall a very good experience transferring phones. The ability to customize yourself online is great. The thorough workup prior to starting the service was very impressive. They took alot of time working out all the details before anything was transferred. They didn't just turn it on and wait to see what happens. A very impressive team. I would highly recomment this service to anyone

We are a 2o person ad agency and the phone is our most important tool. In the past it has also been an expensive tool. Now with Mitel we have saved more than 50% off our phone bill and have many more features than we had with our old telco PBX. We have been on for over 2 months and so far the quality has been excellent and the ease of use and installation was impressive. The biggest hassle was the number porting, but that is more a function of the telco releasing our old numbers rather than an issue with Mitel. it took 45 days to port, but that was no big deal because we had the new phones plugged and ready to go so as soon as the porting was complete we are up and running without missing a beat. We would recommend to anyone looking to save money and get all of the features that you always wanted in your phone system

You don't have to be particaully tech-savy to feel comfortable setting up and using this Mitel system. When starting out you can actually reach someone to answer questions so you are not forced to waste a lot of time figuring things out on your own. Adding phones is also easy and pricing is simple so getting approval on adding new users is strightforward for me. All around it has been excellent product and i'd make the same decision again if I had to

ShoreTel Sky offers a reliable, flexible and cost efficient solution for any size business that needs a quality phone system. The phones are easy to use and easy to setup, even my most "technologically crippled" employees can setup their phone with ease. The support is out of this world and the entire team has been nothing but professional. We wanted to move to a more "virtual" work environment and we could not do that with the crippling limitations of our XO/Talkswitch system. We scoured the options until we discovered ShoreTel Sky. Not only did they deliver everything they promised (and more) they did so in a time crunch and with no complaints. ShoreTel Sky is an integral part of our team now, I know that as a manager I can rely on them to handle support cases without my "approval" or intervention. We live and breathe SalesForce and being able to integrate our phone system into our CRM solution has been absolutely vital to our continued success. My team can track calls, makes notes on accounts and more without ever leaving the screen. Being able to manage their phones, their call routings and voicemails from anywhere in the world is a major asset for an on the go workforce. I am extremely please with the product and service I have received so far and I look forward to seeing what they come up with next

The phones are beautiful and their costs are included in the monthly service so there were no big up-front expenses. The call quality is excellent and we've never experienced any downtime. The online admin portal makes it easy to move extensions and manage our call routing

I'll start by saying I wish we would have found the mitel anyware system sooner than we did. Not all voip providers are created equal, and that has been made ever clearer to me since getting our company outfitted with mitel phone service. We have 30 phone lines set up for a call center in southern california (torrance), and being that we're a call center, we really need our phones to work or we don't really have a business. Getting started was quick and easy. The mitel reps also do a good job of explaining how to set up features like auto attendant, and linking up the system to our employees' mobile phones. We haven't had a problem yet, so I'm confident in being able to recommend mitel to any other midsized businesses like ours

I'm an IT Systems Admin for a mid-sized office that relies very heavily on their phone system. We went through a few VoIP providers before finally settling on Mitel AnyWare. We had a lot of frustrations with our previous providers, but now with Mitel AnyWare my job has been much easier since our system has not had any failures or issues. Our salespeople also tell me that the features that the system provides makes their job easier as well. Would recommend i

We chose Shoretel after a 6 month search for a new phone service provider. Shoretel was able to accommodate our needs for multiple services and levels of complexity at a reasonable price. You'll pay what looks like a small premium, but based on our experience in the first 3 months of service, it isn't a premium at all. We have cut our coaching turnaround time from a few days to 20 minutes, and can invisibly glean more info from our callers, helping establish greater intimacy within the organization and with our customers. If you have a provider how gives you 95% or 98% of what you need, you probably wonder if getting 99.5% of what you need is the difference that will help you go from good to great. It is. Shoretel doesn't stop when they have to say "no" to something; they find the solution to root problem and find a way to solve it. I've never seen a vendor work so hard and put in so much extra time to make my customer experience better than expected

Best voip company we've seen... and we've seen many. M5's customer service is quick and friendly. In a world of bad telecom companies M5 is a bright spot

Our company has been selling and installing hosted voip solutions for 12 years for multiple providers. We have had more success with M5 than all other providers combined. Installation is non complicated, support is the best of any provider

I have been very impressed with M5's service and their staff; everyone who I've spoken with at their call center has been so helpful and friendly. When I first came on board with my company last month, we had multiple changes to implement with M5; it took some time and work, but they were very patient and helpful throughout my (many) calls to them. I have really appreciated all their hard work and their wonderful attitude! I would definately recommend this provider

My company has used Boradview Network for over 2 years so switching to M5 was truly a blessing. Their customer service is good, reliable and the phones are very easy to handle and easy to set up. The sound quality is a bit tricky, in our conference rooms when we use the speaker it does not sound very good but there are so many solutions to that it will not be a deal breaker. All in all great service and price

Our M5 Account Manager has been instrumental in showing us how to transform our business with M5 Business Phone Services. He took the time to understand our most important production activities and utilize M5 solutions to unify our phone system with internal applications which unleashed their productivity-enhancing and analytic potential. He recommended a cost effective solution that is hosted and managed in a secure data center and has taken responsibility for owning, configuring and managing it. His commitment to customer satisfaction is his number one priority and that has been proven many times as he coordinated with M5 Support through configuration, installation, training and customer service. I would highly recommend M5 to any organization that is looking to increase business results thru unified communications and optimal business phone services

M5's quality and support are simply outstanding. Their features and quick turn up times is what has made us keep coming back to them. I have already recommended them to others looking for a quality service

We've been with M5 since 2007 and I consider this among he best choices I've made in my career. M5 is a partner not a vendor. The difference is huge. andnbsp

My small business office uses M5 for 10 VoIP phones using their T1 line. The service is great! Their customer service is their best feature. We recently tried to cut costs by connecting our VoIP phones to a Time Warner public internet line but we constantly dropped calls because the connection had constant interruptions. Although M5 is pricier, you get what you pay for. We switched back to M5. I appreciate their honesty when evaluating what services I need. They found other ways for us to save money on our monthly service (ie use Time Warner for internet but keep the phones on a T1). Thanks

We moved to M5 over 5 years ago, from a propritary PBX environement. That proved to have a high CapEx budgeting for ever expanding requirement, and high administration overhead. The M5 managed VoIP eliminates most of all the CapEx and voice communications continuing operations is very smooth. It takes up less than 5% of our monthly time allocated. All issues and requests followed up by their staff until resolution. And with new features such as soft phone apps for mobilecommunications, forlaptops/netbooks/etc. for off site communications, and user controlled follow me commands

Great Reporting Methods. Great sound quality, easy management. M5 is constantly improving the quality and service management, very stable service. Awasome customer service, very quick response provided

I have worked with M5 for over 4 years. When I arrived at my compnay as the director of IT, there was a lot of work to clean up, upgrade and fix systems and process within the comanpy. To add to that complexity, our company has grown at a rapid rate on top of that. Throughout the process, M5 has made this proess easy as there was very little work on our end to keep things up and running. Yes, we've had problems. A router died and the phones were out. It was replaced in a matter of hours. There also was a period where there service was slipping. I had a meeting with my account manager to discuss. They advised me that they promoted some of their service department and that many of the customer service staff was new. They asked that I give them a little time and they will resolve those issues which I thought was fair. They kept their word and within a few weeks the service levels were back to normal. I get calls all day from someone who will save me money on my phone bill. I operate with the rule, if it ain't broke, don't fix it. No headaches, no hassle and honesty. If the rest of my vendors woudl be this way, my job would be easier

My company recommends M5 to everyone and anyone. Never a problem, always satisfied, and always good with tech support. I could not recommend M5 enough.andnbsp

Overall, I am very pleased with our VoIP service through M5. At times, the phones will cut out and sometimes lose connection, but that is because of our weak internet connection in our office. The customer service through M5 is outstanding and I have always had my issues resolved in a better than expected time frame. I would certainly recommend M5 and the VoIP service to a friend or colleague without any hesitation.andnbsp

One of the major challenges that I have at Middleby Corporation is dated phone system. I'm glad that I picked M5 for the solution. Now, I have more time and energy to focus on other projects and I'm with babysitting dated phone system. Especial thanks to my project leader, he helped me all the way no matter what issues we come accross. I also want to extend my thanks to support team and my account manager who also have given lots of support getting every division up and running. It's a job well done!. I definitely recommend M5. Thanks, Adreydie Cruz (AC

For years, we have enjoyed working with M5. Their strength lies not only in the quality of their products but also in their incredible customer service. Our recent migration with them was painless and successful. We look forward to continuing to work with them

Great service. Have had it now for approximately 2 years and have not had any major problems. I would definitely recommend this service to others. Their customer service is top notch also

M5 Networks is a cloud based telecom firm that provides fantastic customer service as well as great products and tools which help me run my business

Since becoming an M5 customer our clients have raved about the ease of reaching us during business hours as well as after hours. The transparency of the M5 system has made my job 100 times easier. I love being able to access the call center from anywhere I am, it allows me to see employees productivity at all times. The reporting features have assisted me with employee accountability and productivity as well as call volumes and trends. M5s customer service is excellent

The M5 phone solution has enhanced our responsiveness to clients, both internally and externally. Even with 4 branch offices in multiple states, we can connect to each other with the simple input of an extension. The ability to have an administrator in one location, back-up an administrator in a different location with the simple setting of a rule through the online interface, gives us the utmost in flexibilitiy and negates the need and expense of temporary help when someone is out on vacation. The sound quality of this system has improved our interface with clients and interoffice conference calls as well. We have experienced increased efficiency and productivity on various levels with the implementation of M5's services. As we continue to grow, thi

With any new account transition there are always hiccups. The important part is how the issues are rectified. M5 Networks does right by us and for that Im confident in recommending their services. Our previous setup included a hardwired system which constantly went down. Since converting, we have eliminated all previous issues and seem to be much better off. Our Cisco 7961 phones are clear and have a bunch of bells and whistles. Reporting is great for a company such as ours with over 115 employees

M5 has great customer service. They are very reliable and very attentive. I would recommend M5 over any other voip provider. We have made a good choice to have M5 in charge of our phone system