# MiVoice Business Solution Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is MiVoice Business Solution the right Business Phone Systems solution for you? Explore 283 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/140996/ShoreTel-VoIP-Phone-System/reviews --- MiVoice Business Solution 4.2 (283) [View alternatives](https://www.capterra.com/p/140996/MiVoice-Business-Solution/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of MiVoice Business Solution Ease of use 4.1 Customer Service 3.9 ## Pros and Cons in Reviews AB Adam B DirectorGovernment Administration, 51 - 200 employeesUsed the software for: 6-12 months. “I like being able to have my calls from my office automatically forward to my cell phone without the caller knowing my cell number.“ January 2, 2024 LS Laura S Sales/Marketing/AdminBuilding Materials, 51 - 200 employeesUsed the software for: More than 2 years. “There were issues all the time - poor audio... dropped calls... cannot make a call... Didn't operate correctly on a new laptop (Windows 11)... Whenever an issue occurred, a case ticket was required which the administrator had to issue it - an employee couldn't call Mitel directly for assistance - which was an overall hassle and you could end up talking and rehashing the issue with 3 different people.“ November 11, 2022 LS Laura S Sales/Marketing/AdminBuilding Materials, 51 - 200 employeesUsed the software for: More than 2 years. “It had a softphone feature via your computer which was a bonus when Covid19 hit - allowed us to work remote using the company telephone system.“ November 11, 2022 AC Alex C Sales ManagerHospitality, 501 - 1,000 employeesUsed the software for: More than 2 years. “Can be glitchy at times, settings on things like visible voicemails for specific workgroups will un-toggle on their own or some employees select a default for soft phone and mitel refuses to keep that default setting and defaults to DeskPhone.“ July 15, 2021 TG Timothy G Registration and Records AssistantEducation Management, 501 - 1,000 employeesUsed the software for: Less than 6 months. “I also uses the application on my iPhone 8 which allows me to step away from my computer and still be able to take calls.“ May 22, 2021 Pie O Premium SupportOutsourcing/Offshoring, 201 - 500 employeesUsed the software for: More than 2 years. “We also encountered some problems when integrating the calendars for MiTeam and MiCollab.“ January 2, 2023 TG Timothy G Registration and Records AssistantEducation Management, 501 - 1,000 employeesUsed the software for: Less than 6 months. “I would be very happy if the iPhone application would allow for calls to come in without it being open on my screen. Since I have been using the product for less than six months, I will continue to explore all the features it offers.“ May 22, 2021 AB Adam B DirectorGovernment Administration, 51 - 200 employeesUsed the software for: 6-12 months. “There isn’t any feature that I would say that I like the least.“ January 2, 2024 ## Showing most helpful reviews Showing 1-25 of 283 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Pie O. Premium Support Outsourcing/Offshoring Used the software for: 2+ years ### "Team with MiTeam Meetings" January 2, 2023 4.0 The video-based distribution technology we used, MiTeam, performed successfully. We were able to transition from an audio-only platform to one that relied on video, which was one of our department's yearly goals. We were able to interact in person with our participants, who we don't often get to "see." This assisted us in exceeding a departmental objective by significantly increasing attendance and audience participation. The polling option and the capability to utilize on a mobile device were just something we overlooked. Pros We were able to communicate with over 50 people as a result and deliver our monthly initiatives. We could view various participants in the multi-pane arrangement, and the various presenters could take center stage while presenting their own material. When players needed to be muted but inquiries could still be answered, the chat feature came in handy. We were able to issue invites with the calendar integration through the usage of Micollab, which was effective and simple for attendees to utilize. As speakers used presentation slides to showcase their topic, the screen-sharing tool was the most useful to us. Cons We discovered that the MiTeam Meeting program missed some features we wanted to utilize frequently. We had been using polling in the previous program, but MiTeam did not support it. For us, this was unquestionably a con. We use polling to assess audience knowledge and interest as well as to determine how some content will be presented. There was no doubt that we required this. We also encountered some problems when integrating the calendars for MiTeam and MiCollab. Review Source dG david G. telecom Utilities Used the software for: 2+ years ### "MiVoice business solutions rock!" March 25, 2025 5.0 it was a great experience and the system runs great. Pros Fit in and our vendor (installer) was able to setup decently quick to replace old system and move most things over without much pain. Cons pricing was high and lots of different licenses that we thought were included for specific items. Alternatives considered [Cisco Unified Communications Manager](https://www.capterra.com/p/157096/Unified-Communications-Manager/) Reason for choosing MiVoice Business Solution Call center\\ACD part of Cisco did not look very granular for settings and not as clean. Switched from [Avaya Experience Platform](https://www.capterra.com/p/212871/Aura-Call-Center-Elite/) Avaya was aged and old hybrid system was going to need a "forklift" upgrade so looked at other providers. Review Source LS Laura S. Sales/Marketing/Admin Building Materials Used the software for: 2+ years ### "Buh-Bye Mitel!" November 11, 2022 2.0 Not good. The only upside - I was forced to learn how to program a phone system - create auto-attendants, troubleshoot issues, etc. Therefore, when Mitel decided to sell to RingCentral I was extremely knowledgeable as it pertained to what to consider during the vetting process to replace the Mitel system. We vetted 4 different companies. Super happy with our selection - G12. Pros The concept and features it offered were really good... when it operated correctly... It was an IP phone system (new technology being offered at the time). It had a softphone feature via your computer which was a bonus when Covid19 hit - allowed us to work remote using the company telephone system. Cons We had more trouble with it than you can imagine. I spent more time troubleshooting issues with various employees than doing anything else. I became a full-time Mitel troubleshooter for our company of 65 employees. There were issues all the time - poor audio... dropped calls... cannot make a call... Didn't operate correctly on a new laptop (Windows 11)... Whenever an issue occurred, a case ticket was required which the administrator had to issue it - an employee couldn't call Mitel directly for assistance - which was an overall hassle and you could end up talking and rehashing the issue with 3 different people. Reason for choosing MiVoice Business Solution We thought that because Mitel was buying ShoreTel we'd be getting a combination of the best of both systems. Not so - example - we used ShoreTel's workgroup feature, Mitel didn't offer a "workgroup" - we had to customize Mitel's Call Center to make it work for us - major hassle! Mitel should have incorporated ShoreTel's workgroup feature into their system. Lesson learned... Review Source Shae J. Human Resources Director Computer Software Used the software for: 2+ years ### "Complex Implementation - Low Key Day-to-Day Maintenance" December 12, 2018 4.0 Pros We were lacking quite a bit with our prior phone system. So the transition to shoretel was much needed. I was involved with the RFP and pricing discussion with a multitude of vendors. In all cases, Shoretel offered the greatest amount of features, including integration with our CRM (Dynamics) all while having the lowest price point. As the Director of HR, I am able to act as system admin with zero technical background, which is also greatly appreciated. Cons Reporting analytics are limited. Requires integration with third-party product to get the analytics we prefer. That being said, we dive more into our call details as we are a call center and execute performance metrics at the agent-level based on said data. Review Source Julie G. Communications Specialist Law Practice Used the software for: 2+ years ### "Everything I need. " February 1, 2019 5.0 I'd say we've had a seamless integration of ShortTel at our firm. I love the added features and how easy they are to use. Fits very well in my day-to-day operations. Pros Our company switched to ShoreTel a few years ago, and I've noticed a significant difference in how I use my phone and voice services. The desktop application makes it extremely easy to track missed calls, know the status of people I'm trying to get a hold of, and forward any calls when I'm out of the office. Cons Only one complaint - when voicemails get sent to my email, I have to listen to them through my external phone speakers instead of the earpiece. Sometimes I get confidential calls, so I can't be discreet about checking my messages. Review Source William R. Application Support Analyst: Tier II Higher Education Used the software for: 1-2 years ### "Shoretel Communicator: Making Communication Easy" November 27, 2018 4.0 Shoretel has really helped to streamline and make our communication efforts more effective. I rarely type in anyone's phone number; I simply look them up in the system or reference my saved contacts. Pros I like the line redirection feature the most. You can configure and redirect your line to your mobile phone with one click, which is great and convenient for remote or offsite days. I also like the messaging feature because not everyone in my company uses Skype, but most everyone uses Shoretel. Shoretel also replaced all of our physical phone directory sheets, which is a nice step into the 21st century. Cons The call history feature doesn't always update in real time. I've seen instances of a missed call not showing up immediately in my call history, making it impossible to promptly return the missed call. Review Source Michael L. Senior Recruiter Used the software for: 2+ years ### "I use ShoreTel Connect as our company's main method of communication for outside candidates/clients." May 7, 2018 5.0 ShoreTel allows me to connect quickly and efficiently with candidates and colleagues. Pros ShoreTel Connect integrates seamlessly with our Salesforce databases, allowing me to quickly call candidates and clients by simply clicking the number on the screen. When making 100+ calls per day, this small quality of life assist is very welcome. Cons I have experienced some issues while attempting to use ShoreTel when not connected to our company's network. When connected via home/public Wi-Fi, there will be intermittent issues with maintaining a connection to ShoreTel. Review Source Patty E. Contact Center Agent Gambling & Casinos Used the software for: 6-12 months ### "My employer currently uses shoretel for our call center it works great for the most part" June 22, 2018 5.0 I get to do my job as a support agent without interuption for the most part, for a while we had alot of problems but now we seem to be doing good with no problems in the last couple of months. Pros usually on most days it works great, the call quality is good and their are no issues. i like the ease of use and it connects instantly. I like how it gives us options to break, without having to log out and the timer helps me know how long i have been on my break or lunch break, Cons sometimes we have issues with the phone still rings while we are still on a call with the customer and sometimes the customer cannot hear us when we are answering the phone and vice versa, the support people keep blaming it on our computers but it is clearly not our computers when we havent had these issues with our older system. Review Source Matt R. Event Manager Used the software for: 2+ years ### "I use shoretel alot and overall it works pretty well" December 6, 2017 3.0 Pros There are a lot of great features for conferencing phone calls and have a simple to use call tree. Love the customization. Cons There are quite a few glitches that I experience. For example, I will go to put a call on hold and it will display an error. Eventually I can put the call on hold, but it can get frustrating if I have a customer waiting. Review Source Kelsey S. Executive Coordinator Hospital & Health Care Used the software for: 2+ years ### "Company Phone/IM Service" May 2, 2018 5.0 Pros My company uses this software for our phone service and IM service. It is so nice to be able to instant message employees that are not in the same building. Cons No complaints here- I'm very happy with the functionality of this product. We will continue to use it in our company. Review Source ZH Zachary H. Operations Support Retail Used the software for: 2+ years ### "Works Well For Basic Functionality" May 30, 2024 4.0 Pros Very consistent with little downtime once setup is complete. It is able to solve for a variety of solutions and situations. Cons Menus and setup can be difficult with areas seeming to be programmed different from other areas in the same system. Review Source VR Verified Reviewer IT Analyst Used the software for: 2+ years ### "Easy to Use Phone System and Cost Effective" June 4, 2018 5.0 Pros I found this product to have a user-friendly interface when managing the phones in our organization. What I liked the most about the product is the ease in knowing which phone blocks are available for use, as well as the number of phone numbers available in that specific block. Additionally (unlike Cisco Call Manager) it shows the full phone number. This is VERY useful if you are forced to have different call blocks with different prefixes. Not to mention, the call communicator for each user was AMAZING. We could easily make calls to other extensions (or outside numbers) from our desktop using the communicator. Also, if you wanted to call someone in your organization, it will indicate if the person is available (green) or on a call (red). Also great for our call center that had a call queue available. Cons Nothing that I could think of that I liked least about the product. I think this is a very user friendly interface and we had no complaints when using. Review Source VR Verified Reviewer Project Manager Computer Software Used the software for: 2+ years ### "Very intuitive to use - very little training required" April 24, 2019 4.0 Overall works very well, is easy to use and is a good business tool. Pros It is an easy program to learn - very little, if any training needed. We use the system for calls in general but also for sales and support lines with rollovers. It is easy to call people via the PC, conference and transfer calls. It also displays extensions, if people are already on calls, etc. which is very helpful when trying to route customers to an available rep. Cons It seems like it sometimes conflicts with some programs and auto-logs people out. Maybe this is sometime we have setup incorrectly, but we have had it happen with a few different users. It will auto-log them out, but yet appear, on their screen that they are logged in. Review Source JS Jen S. Office Manager Civil Engineering Used the software for: 1-2 years ### "Telephone software that cost way more than it was worth. " January 9, 2018 3.0 This software was an upgrade to our previous system, so the functionality of being able to perform changes /additions/deletions on line through a browser was very helpful. Pros This was quite an upgrade from our previous telephone software, so many of the features are an upgrade from what we had before. The software that each employee uses on a daily basis for their individual phones is helpful. It gives you minimal information, but is helpful in connection with each user and desk phone. Cons As an administrator I do not feel like the software is user friendly. Half of the symbols that represent functions on the phone system, don't even make sense to me. I end up going through each and every "main menu" item to get to every sub menu item searching for what I need. The purchase of this type of phone system (and the subsequent software) would have been optimal maybe 3-5 years ago, but doesn't function exactly as was told to us by the sales team. We were quite interested in the instant message and conference features available on the software, only to find out that the instant message feature is separate and requires its own dedicated server and separate installation. The tele-conference features were out of date and are much better met with a software like GoTo Meeting. Review Source VR Verified Reviewer IP Telephony Engineer Telecommunications Used the software for: 2+ years ### "A phone system built with business in mind" January 14, 2019 5.0 Pros The management is drop dead simple. The documentation is all hot linked to the part of the management interface you are using right then. The user client is easy to use and looks great. The system has been rock solid and I love the architecture with resiliency and cheap redundancy built in from the ground up. Cons There has been some support upheaval during the closing days of ShoreTel ownership, but that seems to be improving under Mitel, hopefully that trend continues. Review Source TL Thomas L. Tech Support Specialist Education Management Used the software for: 2+ years ### "Mitel is OK, sorta" June 15, 2022 3.0 Pros The product is easy to use. Thats about it. Cons When you using the soft phone app we have several issues. 1. Calls drop a lot. 2. You can't just quit the program when you are done. You have to log out. We have noticed that if you do not log out regularly, the sound quality degrades. 3. The Mitel Director portal could use some updating. It is just too busy and we end up calling our third party vendor for support. The Mitel Admin User Guide needs to be updated as well. Review Source AG Amber G. Tier 1 Service Desk Information Technology and Services Used the software for: 2+ years ### "Shoretel Review " October 31, 2020 5.0 My over all experience with ShoreTel has been mostly positive. There have been no major issues. Pros Shoretel has decent support and this product makes things easy for our company. We have had the phone system for quite a few years and have not had much difficulty with it when we had it. We did switch over to a new phone system because it had much more versatilely for our growing company. Cons The client could be more user specific I wish there were a theme and more general updates. The web interface is could use some more work as well. Reason for choosing MiVoice Business Solution At the time it was the best option for our company we were not on a global scale. Review Source VR Verified Reviewer Clerk Typist Government Administration Used the software for: 2+ years ### "My Mitel Review" January 9, 2019 5.0 Overall still a pleasant program to use for connecting and networking calls. Pros I like that it is a quick-to learn software with an easy to use interface. It's almost plug and play with how simple it is to use for the office. Cons There are frequent sign in and log out issues without any reason or network issue. Review Source Harry D. Learning Business Partner Insurance Used the software for: 2+ years ### "You really need to invest to get the best out of it" February 24, 2019 3.0 Make sure your infrastructure is suitable for this software. Pros There is a lot of functionality to use, which gives you options on how you want to use it within your business. Cons The user experience needs updating, as there is too much training needed to use the system. Review Source VR Verified Reviewer Founder Apparel & Fashion Used the software for: 1-2 years ### "If you need something to soley dial a number and track information, then Shoretel may be for you!" May 8, 2018 4.0 Pros Shoretel is a very simple program, and gives you exactly what you need; integration with salesforce, easy dialing with a click, tracks the basics (length of a call, connects, outbound calls, inbound calls, and voicemails) Cons Shoretel crashed often (aka, once every two weeks) and the whole sales floor would have to stop calling, and sometimes it would miss calls. Review Source VR Verified Reviewer Customer Success Specialist Computer Software Used the software for: 2+ years ### "Worked well when it worked" April 2, 2019 3.0 Pros It worked well when it worked. The sound quality was good, the features were good. Cons We had a lot of issues with the phones having to be rebooted, and going offline. Review Source PT Polly T. returns and reception Warehousing Used the software for: 2+ years ### "It works, but could be improved upon" January 9, 2019 3.0 Overall, MiCloud seems to be decent software for the job. However, it does have its downsides, and I probably wouldn't choose it if presented with a more reliable option at the same price point. Pros I am able to see which customer service agents have open lines, which are away from their desks, and which are on other lines, which makes it easier for me as a receptionist to transfer calls back and forth. I also like the ability to customize lines to enable transfers to various departments and branches across our nationwide company. Cons Calls are dropped too frequently for my liking, and often the transfers do not complete properly and bounce back to my line, which can cause confusion and inconvenience to customers during busy times. Review Source VR Verified Reviewer Associate Director Education Management Used the software for: 6-12 months ### "MiCloud Connect for Team Connections" May 7, 2019 4.0 MiCloud Connect has allowed a lower-tech non-profit to transition to a cloud-based phone system, allowing for employees to successfully fulfill job functions when away from the physical office and enabling team members to communicate in a smooth, quick chat system. Pros The positive points of MiCloud Connect allow me to chat with team members about issues or projects without the need to email. I appreciate that MiCloud Connect enables my use of the soft phone, interfacing with the CRM for integrated management of business development tracking and utilization anywhere. Cons Unfortunately, based on my organization's setup in cahoots with MiCloud Connect, any update to the cloud-based system requires administrator permissions, slowing workflow due to the need for our IT team to grant permission for system updates before being able to utilize the program. Review Source jO jamison O. support Information Services Used the software for: 2+ years ### "This is easy to use, keeps record/history of phone calls and able to transfer dial as well." March 9, 2018 5.0 You are able to go back and check your call history and check voicemail and see who it is versus calling and not knowing. Pros Pros: You are able to check call history, check your length of calls, run reports, check statistics, works well with the phone itself and virtual system (application) on the computer. Visual of who left voicemails and caller id. Cons Cons, If the virtual system to log in off ect. goes down it is cumbersome to use the phone to log in and out and check history. Review Source VR Verified Reviewer IT Specialist Utilities Used the software for: 1-2 years ### "Micloud contact center" October 16, 2019 4.0 We love the software, easy to setup and use Pros Loved the reports it generates, lots of informations and is customizeable to get the info that you are needing Cons Support is hard to reach when you need them Review Source Similar Products Featured