From PC Mag:

 

Mitel MiCloud is a cloud-based, feature-rich phone system that includes hardware, software, infrastructure, and support bundled together for one monthly subscription price on a per-user basis. Key advantages to MiCloud include an in-office experience regardless of location or device; simplified billing and support relationships by using a single company to provide an integrated solution; reduced capital expenditure and operational costs for hardware, maintenance, and personnel; plus enhanced reliability and redundancy through a cloud-based solution.

MiCloud is hosted in Mitel’s Class 4 data centers for 99.995 percent availability, with full redundancy for electrical circuits, cooling, and network connectivity along with similar measures for redundant and fault-tolerant server hardware. The data centers are designed, optimized, and maintained to industry standards for availability to deliver both high performance and extreme service reliability.

Simple Installation and Administration

Installing and administrating MiCloud are straightforward. Preconfigured phones arrive that simply plug into the company’s local network; log in with the appropriate access information, and calling is immediately available. Qualifying customers can get trained professional installation at no cost.

Users access MiCloud through the company’s broadband connection, with all setup, calling, and maintenance done through IP. Remote offices and home workers are all supported through standard Internet connections.

System administration is through a web portal, which allows administrators to create new ring groups, relocate extensions, and change or edit users as needed rather than having to rely on more expensive IT support.

From Desktop Phone to Mobile Device

MiCloud Business provides the option of leasing and using a desk phone, a PC softphone, or client software on a mobile device. Each user can have one number with one unified voicemail available on all devices, transfer calls between all devices, dial extensions within the company, and much more.

A unified communications application adds 20 features to a subscription, including access to company contacts through a corporate directory, presence indication and instant messaging (IM), desktop control of phone functions, contact importing from Microsoft Outlook and Android, and outbound calls from a mobile device through the MiCloud service. Operating systems and mobile devices supported include iOS, Android, BlackBerry, and Windows Phone along with standard web browser support and a desktop Windows client.

Should there be a disruption to the office from a power outage, natural disaster, or other event, the MiCloud Business Auto-attendant will manage calls automatically while its Mobile Twinning simultaneous-dial feature directs calls to a paired mobile phone.

The MiCloud service is supported out of two different geographically dispersed Class 4 data centers, with diverse path networking between them and the public switched telephone network to provide the highest level of core network resilience.

Multiple Seat Options to Meet Business Needs

MiCloud Business offers several seat options, enabling businesses to choose a combination of plans for their employees while paying only for the features they need. Plans start with a basic, easy-to-use phone system that includes the most popular features, such as Mobile Twinning simultaneous dialing, with options for unlimited local and long-distance calling or per-minute bundles. Extension-only seats are available for internal use.

Standard features include hunt/ring groups, interoffice four-digit extension dialing, call transfer, call forwarding, call park, call pick-up, call hold, do not disturb, call history, and user speed dial. Depending on the options selected, a seat can come with unlimited local and long-distance calling, corporate auto-attendant, automatically shifted routing plans based on time of day, customized music on hold, and voicemail with email forwarding.

Contact center options include supervisor and agent seats. Agent seats come with a suite of automated call distribution (ACD) and contact center features to efficiently distribute and move calls, while supervisor seats are able to conduct listen-in “silent” monitoring on agent calls in progress, real-time monitoring of the call queue, and access to historical reporting tools.

Advanced Call Center

For more advanced contact center needs, the MiCloud Business Contact Center supports up to 100 total agents, with a feature-rich set of ACD capabilities. Multiple skill groups can be created, with inbound calls prioritized and routed to the most appropriately skilled agent based on predefined criteria. Agents can be assigned to more than one skill group, with unique skill level proficiencies for each group.

Included in MiCloud Business Contact Center is support for remote agents, so home and remote workers can have complete access to ACD call routing and data features.

Conferencing and Collaboration

Audio conferencing is available with the purchase of a higher-end seat package and delivered through MiCollab. Up to 500 users can be supported concurrently in an audio conference. Web conferencing is also available, with an upper limit of 500 users.

Through MiCollab, videoconferencing with up to eight users can be supported in a software client. For dedicated, high-quality videoconferencing support, Mitel has teamed with Vidyo to offer a hosted cloud solution that supports video clients through PCs and mobile devices alongside dedicated teleconferencing solutions up to 1060p resolution.

Collaboration features can also be added through the Mitel MiCollab client. Up to 100 mobile users on Android or iOS can add features, including presence, IM, click-to-call from a corporate contact list, and mobile softphone dialing.

Desktop IP Devices

Customers can select from a range of Mitel phones to lease as a part of the MiCloud service package. Models include simple, entry-level phones for public areas and teleworkers DECT wireless phones, and high-end executive devices with wideband audio support and touch screen displays.

Mitel’s hot desking feature enables businesses to share a phone among multiple users, a useful capability for temporary workers and employees who travel between company locations. A user can log in to a phone using a specialized access code, followed by an extension number and pass codes. The Mitel desktop phone then loads the user’s personalized settings and forwards calls to the user at that phone.

MiCloud for Education

Mitel offers a simplified version of the MiCloud services for educational institutions, with three seat plan options. The service has a smaller features list but is designed and priced to work with school systems of all types, including those with constrained financial resources.

From Top 10 Best Business VOIP:

Mitel was founded in 1972 and is headquartered in Ottawa, Canada. They have offices, partners and sellers worldwide. Mitel is a provider that specifically caters for small to medium sized businesses. Services provided includes an Internet connection specifically designed to provide clearer voice quality for VoIP calling. Mitel will also provide and deliver configured IP phones. Mitel was responsible for designing one of the earliest PBX attempts – they tried to create a service unifying office voice and data control. The company has survived and reinvented itself with international investment from conglomerates such as British Telecom and Schroeder Ventures.

Features:

Mitel provide all their own services and all the research into and development of products is in-house. This means the advisors and technicians you speak to will have in-depth knowledge of the products and services provided.

Features include:

• IP-PBX systems and software
   
• Mobile / Cell compatibility
   
• Conferencing and collaboration (voice/video/data) applications
   
• IP business telephones – specifically configured for Mitel’s VoIP service.
   
• Contact center/call center applications – caller ID, call forwarding, transfer, park, pickup and hold
   
• Call history
   
• Outbound caller ID, company name and number
   
• Do not disturb settings
   
• Unlimited local calling
   
• Hot desk and softphone options
   
• Messaging and voicemail options such as auto-attendant, computer and outlook integration, call queuing and voicemail to email.
   
• Enterprise management applications
   
• Mitel UC360 Collaboration Point
   
• Virtual solutions/Virtualized voice applications
   
• Back up power system hosted in highly secure data centers to prevent you from ever being totally offline
   
• Provides specialist Internet connection designed for VoIP calls
   

VoIP Packages/Plans:

There are a number of plans offered to both small businesses and larger enterprises or contact centers. Prices are dependent on your business needs and are available on request from an agent either by phone or through the website.

SMALL BUSINESS PLANS:

Professional

Ideal for small companies with 1 to 10 employees. You have MiCloud Business’s standard features including mobile twinning, hot-desking, intuitive web-based administration.

Business: Extension Only

Extension Only enables a drop-in, four-digit extension number extended from the main MiCloud Business system. Outbound calls incur small charges.

Lite

For businesses that need the applications from MiCloud but don’t necessarily need unlimited calling time. Bundles are available and going over these will incur charges.

CONTACT CENTER PLANS:

Agent

Comes with ACD and Contact Center functionality features. Advanced features are available when agents are not logged in as ACD’s.

Extension Only With Voice Mail

This plan is the same as the extension-only setup for small businesses, but includes voicemail. Voice mails can be retrieved through the MiCloud Business system or through the voicemail to email service.

Advanced

Offers unlimited local and long distance calling plans. Features include mobile twinning, hot-desking, corporate auto attendant, voice mail to email support and contact dialing.

Supervisor

Supervisors have access to all the features available to Advanced and Agent users with the added benefits of silent monitoring, real-time queue monitoring and historical reporting.

Customer Support / Ease of Setup:

Mitel’s operations are really open and customers are given simple and effective customer support and solutions. For support there is one number to call and you are directed through to the correct person quickly. New customers are given one person as their individual point of contact to help through setup and initial use of the product.

Bottom Line:

Mitel looks at the business needs of entire companies, rather than simply looking at one area. The integration aspects of the communications system are advanced but remain easy to use. Having a single point of contact during set up is a really helpful way to get you started and introduce you to the product. Mitel definitely ensures you get the most from their business solutions, whatever size your business may be.