Mitel Reviews, Ratings & Features 2026 | Gartner Peer Insights

Gartner defines communications platform as a service (CPaaS) as a cloud-based platform that enables businesses to embed a range of communications capabilities into applications over channels such as voice, SMS, email, messaging apps, and video. They also provide conversational capabilities, security, authentication, and automation. CPaaS delivers omnichannel, programmable experiences to enhance digital customer engagement. In 2026 and beyond, CPaaS aims to offer deeper capabilities, such as customer journey analytics, automation, personalization, and omnichannel engagement driven by AI and 5G. The purpose of CPaaS is to enable enterprises to enhance their communication workflows by providing simplified access to multiple communication capabilities without requiring the complex architectures typically needed to leverage these channels. CPaaS enables enterprises to shorten the time to market for new products and services, personalize communications, and orchestrate customer journeys across multiple channels. It delivers digital engagement and operationalizes customer experience, while also driving business efficiencies at scale with digital service delivery. It is modular/composable in design and can expand from initial single use cases to many others as additional business units learn of its value.

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Communications Platform as a Service

Mitel Summit (Legacy)

Mitel

OPERATIONS ASSOCIATE

With a strong foundation in voice/telephony solutions, we benefit from good quality and reliable voice infrastructure. Additionally, it has a complete CPaaS feature set and allows customization of communications workflow, let alone the global reach and scalability this solution can provide.

Gov't/PS/ED 5,000 - 50,000 Employees

<50M USD

50M - 250M USD

500M - 1B USD

250M - 500M USD

3B - 10B USD

IT MANAGER

Simple interface and reliable but lot of hidden costs and difficult to troubleshoot when application has issues

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Mitel is a Canadian business communications company serving 75 million users across 100+ countries. Mitel provides voice, collaboration, and contact center solutions across on-premise, hybrid, and private cloud deployments, helping organizations manage communications across distributed teams, multiple sites, and complex regulatory environments.
Mitel's solutions are designed for organizations where communication reliability directly affects operations — including healthcare, government, hospitality, and manufacturing. Deployments support both knowledge workers and frontline staff, with flexibility to integrate with existing infrastructure rather than requiring full platform replacement.
Product lines span unified communications platforms, team collaboration tools, contact center management, and communication-enabled hardware endpoints, with options for organizations at varying stages of cloud adoption.

Powering more than 2 billion connections every day, Mitel helps businesses connect, collaborate and take care of customers.

Mitel is a company that handles approximately two billion connections on a daily basis. Their primary goal is to assist businesses in developing their internal and external communication by providing solutions that enable efficient collaboration and customer service.

Reviews

Ratings Overview

Overall experience with

Favorable Review

Reliable, Developer-driven CPaaS built for Voice-centric Enterprises

Critical Review

Intuitive User Interface Contrasted By Hidden Fees And Troubleshooting Challenges

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