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MiVoice Business Solution Logo

MiVoice Business Solution

Cloud phone system & contact center software & services

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MiVoice Business Solution Reviews - Page 2

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260 reviews

Recommended

LS
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Laura S.

Building Materials, 51-200 employees

Used daily for 2+ years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend2/10

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Buh-Bye Mitel!

Reviewed a year ago

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.

CL
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Chase L.

Outsourcing/Offshoring, 201-500 employees

Used daily for 2+ years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

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From the perspective of a Call Center Quality Assurance Specialist.

Reviewed 6 years ago

If you are a business who is not concerned about Quality Assurance for their call center, or if cost is an immediate issue, then this is a great, affordable option for you with some awesome features (silent monitor, silent coaching, call barging) that some other business VOIP systems don't allow/offer (note: costs may be an issue right away, but it can be more costly to have to switch your businesses entire VOIP system later). If you're concerned about the quality of your customer service or sales reps for your call center, or plan to grow big enough to have the need for a Quality Assurance department, it would be wise to look into other options that will streamline that department and work in tandem with your customer service/sales telephony system.

Pros

This product has a lot of great features that make it worthwhile to businesses: - the lowest price on the market (they guarantee the lowest price for their service) - option to "barge" calls (3-way the call without being transferred in) - option to silent monitor reps (monitor the reps with your phone on mute) - option to silent coach reps (talk to or coach your reps without the customer hearing) - see who is not on the phone, on a call, or has their phone set to do not disturb/busy/etc.

Cons

Mono recordings for calls; this is especially limiting for my job function (Call Center Quality Assurance), as to transcribe conversations you need dual stereo recordings to be able to differentiate your customer service rep from the consumer/customer. It is also such an old platform that it's difficult to find any 3rd Party Quality Assurance programs that are compatible with daily monitoring of our businesses customer service/sales reps.