We are happy to share some insights about Mitel drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.
We recently published three Ventana Research 2023 Contact Center Suites Buyers Guides, an assessment of technology vendors and products that provide individual and combined 
contact center and agent management platform support. We developed three technology assessment and buyers guides to focus on overall Contact Center Suites requirements as well as specific Agent Management and Contact Center use-cases.
In all of our Buyers Guides we utilize a structured research methodology called the Value Index that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact center suites. We evaluated Mitel and 21 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and on data derived from our benchmark research on contact center suites and agent management.
In the overall Contact Center Suites Buyers Guide, our analysis classified Mitel as a vendor of Assurance, ranking 18th in the overall research with a 47.5% performance. Mitel’s best performance came in Customer 
Experience at 66.6%, ranking ninth, due in part to its ninth-place ranking in Validation. In Product Experience, Mitel placed 19th at 43.2% due to low performance in Adaptability. Mitel did not participate in the RFI process.
Mitel’s Product Experience was impacted by its 40.3% performance in Adaptability, where it could increase the integrations it allows through more API connectors. Customer Experience was impacted by its 66.4% performance in TCO/ROI, where it could continue to develop the cost and benefits value derived through business cases and customer stories.
Mitel performed best in Customer Experience, notably in Validation, where its 66.8% performance was due to its strong customer commitment and support and documentation of customer commitment.
In the Contact Centers Buyers Guide, our analysis classified Mitel as a vendor of Assurance, ranking 19th in the overall research with a 48.0% performance. Mitel’s best performance came in Customer Experience at 66.6%, 
ranking eighth, due in part to its eighth-place ranking in Validation. In Product Experience, Mitel placed 19th at 43.4% due to low performance in Adaptability. Mitel did not participate in the RFI process.
Mitel’s Product Experience was impacted by its 40.3% performance in Adaptability, where it could improve the number of connections and integrations it supports.
Customer Experience was impacted by its 66.4% performance in TCO/ROI, where it could continue to grow its documentation around the investments it is making in TCO/ROI.
Mitel performed best in Customer Experience, notably in Validation, where its 66.8% performance was due to its strong customer success stories and large amount of services and support. On the Product Experience side, Mitel’s best scores were in areas related to security, scalability, ease of administration and its core interaction routing.
Mitel did not meet the inclusion criteria for the Agent Management Buyers Guide and thus was not included.
This assessment was based on MiContact Center Business v. 9.5 and Mitel Interaction v. 7.1 Recording, and was available in April and June of 2023, respectively.
This research-based index is the most comprehensive assessment of the value of contact center suites software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included vendors that wish to learn more can click here. Click below to read the individual reports:
ISG Software Research
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