Tolly Enterprises compared Mitel MiCloud Flex to offerings from 8x8 and RingCentral. The report found that the Mitel solution was comparable to or exceeded its competitors.
You can check out an executive summary below or download the full report.
Cloud-computing opens up significant opportunities for delivering a feature-rich unified communications (UC) experience. With decades of experience in telephony, Mitel provides an extensive set of core telephony functions that form a solid base for enterprise UC. Mitel MiCloud Flex is the company’s fully-featured hosted UC service. MiCloud Flex is designed to offer businesses and enterprises a customized, feature-rich cloud solution, particularly when deploying an integrated contact center.
Mitel Networks Corp. commissioned Tolly to analyze the feature set of its Mitel MiCloud Flex solution along with comparable solutions from 8x8, Inc. and RingCentral using product documentation.
The Mitel solution builds upon its product heritage to deliver core functionality expected of business-class UC solutions along with sophisticated capabilities that rival cloud-based solutions from 8x8 and RingCentral. Mitel provides a seamless, integrated set of functionality across its core Flex offering, MiCollab, MiTeam, MiContact Center Business and MiVoice 6900 Series Phones - all of which are explored in this paper.
In all the key areas analyzed, the Mitel MiCloud solution matches or exceeds the offerings from 8x8 and RingCentral. See Table 1 for an “At A Glance” comparison.
The Mitel solution provides the same key call management functions as 8x8 and RingCentral and that one would expect in an enterprise-class system. Mitel’s flexible call recording options, voice mail along with feature-rich call transfer, join, forward, park and pickup options cover almost every scenario imaginable.
From presence to multi-point video conferencing, to scheduled and ad-hoc conferencing and webinars - Mitel has it all. The MiCollab collaboration solution offers comparable functionality to 8x8 and RingCentral in all essential categories. In addition to conferencing features comparable to standalone web conferencing systems, Mitel MiTeam provides a fully-featured environment for ongoing, project-based collaboration.
While Mitel, 8x8 and RingCentral all offer solutions that check most of the boxes relevant for integrated UCaaS/CCaaS. Mitel’s long history in the contact center market gives them an edge on several capabilities important to larger contact centers.
Mitel’s MiContact Center Business’s ability to be deployed either as a multi-tenant or single-tenant hosted solution gives them a broader appeal. Open Media Routing allows customers to use MiContact Center Business to create state-of-the-art customer care applications, such as those that integrate video chat or rely on Internet of Things data.
Like 8x8 and RingCentral, Mitel supports industry-standard SIP VoIP phones from vendors such as Polycom, Cisco Systems and others. Unlike 8x8 and RingCentral, Mitel has over 45 years of telephony hardware experience and designs and manufactures its own phones as well. Thus, only Mitel can deliver desk phones designed and optimized for its VoIP systems and Cloud services.
Mitel leads the pack by designing what it calls “Mobile First” desk phones. The new line of Mitel MiVoice 6900 Series IP Phones recognize the primacy of mobile phones for many users and the Mitel MobileLink capability breaks new ground in mobile-desk phone integration. The desk phone will automatically detect the presence of the mobile phone, sync contacts between the two, and allow mobile phone conversations to move seamlessly to and from the desk phone as needed. Mitel’s executive phones feature a 7” touchscreen compared to 4.3” screens for the competitors.
Mitel also provides a softphone desktop PC/Mac OS X application - as do 8x8 and RingCentral. Mitel’s MiCollab softphone, is, as the name implies, a fully functional collaboration environment as discussed above.
Mitel MiCloud integrates with major as well as niche CRM, email and other apps. Mitel supports Salesforce, Zendesk, Sugar, Oracle Sales Cloud, Microsoft Dynamics and NetSuite among other apps and is currently adding support for Microsoft Office 365, Google Apps and more. Mitel also currently provides integration with Microsoft Outlook. Mitel has key apps covered and is expanding its integration scope in 2018.
While the three vendors do not have identical pricing approaches and models, a basic comparison illustrates Mitel’s competitive pricing. 8x8 charges $50 per-user, per-month and RingCentral charges $44.99 for the systems being compared. For a Mitel 500-user deployment (450 enterprise voice plus 50 contact center agents), the monthly cost is $42.50 with unlimited minutes - and the price includes a Mitel 6900 Series IP Phone.
Like RingCentral, Mitel maintains two data centers in the US separated by 1,000 miles. 8x8 maintains three US data centers. Globally, Mitel maintains 14 data centers. 8x8 has 15 data centers in 9 countries. RingCentral does not publicly document its global data center footprint.
Of the three, Mitel is the only one that claims Tier 4 status (the highest possible) for its US data centers. Because Tier 4 certification requires full redundancy, Tier 4 is noted to require twice the equipment of a Tier 3 data center. With Mitel, there is full redundancy - power, cooling, storage, network connections, etc. Mitel also provides additional security and availability options including encrypted voice and applications and various active/active standby/failover functions for key VoIP applications.