Mitel Ranked Highest in Customer Satisfaction for Mid-Market & Enterprise Business

April 30, 2019
EMG Mitel Award

Customer Satisfaction Research

Eastern Management Group surveyed over 3,500 IT managers globally who reported on a range of experiences as a customer of one of 16 premises and hosted PBX companies, which included 8x8, Cisco, NEC, RingCentral, and Unify. Then, each company was quantitatively rated on ten customer satisfaction measurements placed into three groups:

  • Product
    Measurements: Technology & Product, Reliability and Management Tools
  • Vendor Experience
    Measurements: Purchase Experience, Installation, Support and Contact Center Experience
  • Customer Delight
    Measurements: Value, Overall Satisfaction and Recommend to a Friend

Mitel Soars Above Industry Average

Mitel was listed above the industry average in nine out of ten customer satisfaction measurements, outright winning six, including ranking highest overall in the Support and Recommend To A Friend category.


“It Takes A Lot To Be A Leader”

According to an article on, a leading source of objective analysis for enterprise communications professionals, the “ability to scale horizontally and vertically” is required for a company to get to a “vaunted position” like Mitel, who was a winner in six different Enterprise PBX Customer Satisfaction categories, has:

“While Mitel launched in the 1970s with PBXs and distribution to small customers, its acquisitions of Aastra (2013), which owned the Enterprise division of Ericsson; and ShoreTel (2017), a technology powerhouse run for years by the PBX guru John Combs, forever changed the company’s scalability. Between 2013 and 2017, Mitel became enterprise customer-qualified because Aastra had a worldwide footprint -- required by enterprises -- and big PBXs, as did ShoreTel, whose average customer was twice the size of Mitel’s, according to Eastern Management Group quarterly PBX shipment numbers." also points out that “there are a lot of moving parts to be a well-regarded enterprise PBX provider”, such as “global coverage” and “systems integration.” Head to their website to see what else goes into being a leader.

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