360 Score: 2.91
For Vendors
  • Kata, Ontario, Canada
  • 1972
  • $500MN to $1BN

MiCloud Engage Contact Center Reviews & Product Details


The applications under this brand are delivered in bundles based on the client’s requirement, in different editions, such as MiContact Center Office: an entry-level solution for contact centers or workgroups with up to 100 agents, designed for the MiVoice Office 250; MiCloud Engage Contact Center: a multichannel and cloud-ready solution that leverages the MiVoice Business platform and is designed for organizations with up to 1,200 agents; and MiContact Center Enterprise: an all-in-one contact center for organizations with up to 1,500 agents on a single system and can scale up to 15,000 concurrent agents in a network under a resilient environment. MiContact Center or MiCloud Engage Contact Center can be deployed on-premises, on-cloud, or as a hybrid solution.


Mitel registers its presence with a broad set of contact center applications under the umbrella brand - MiContact Center or MiCloud Engage Contact Center.

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Evaluated against 209 key buying criteria
  • Delivery - Direct
  • Delivery - Through Partners / Third-Party Vendors
  • Data Extraction and Mining
  • Natural Language Processing (NLP)
  • On-Premise
  • Remote Support
  • Per User Basis
  • Subscription / Licensing
  • Customizable reprts and Dashboards
  • Export and Share
  • Historical Reporting
  • Voice User Interface Report
  • Workforce Optimization
  • Customer Support
  • Product Demos
  • Proof of Concept
  • Sales Support
  • Technical Support
  • Healthcare
  • Performance Analytics
  • Channel Supported
  • Artificial Intelligence
  • Machine Learning
  • On-Site Support
  • Other Technology Used
  • Full Time Equivalent
  • Appication Performance Report
  • Automatic Call Distributor
  • Customer Experience Management
  • Funnel Analysis
  • Log Management
  • Real-time monitoring and reporting
  • Risk and Compliance Management
  • Other Applications
  • Other Technologies Supported
  • Consulting services
  • Dedicated Account Manager (DAM)
  • Other Support Services
  • Software Requirement Specification (SRS)
  • Cross Channel Analytics
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MITEL NETWORKS CORPORATION Presence in Contact Center Analytics Solutions
Mitel is an established provider of cloud and enterprise communications and collaboration solutions, including contact center solutions with a global presence across various industries. It focuses on strengthening its expertise in contact center cloud collaboration and analytics through organic as well as inorganic growth strategic initiatives. The company has made acquisitions and strategic partnerships to expand and diversify its contact center product portfolio. The major initiative in this pursuit was the acquisition of OAISYS, an integrated call recording and quality management solutions provider. This acquisition enabled Mitel to expand its presence in the contact center analytics marketspace. Further, Mitel also partners with significant industry players to expand its contact center analytics portfolio, as well as increase its customer base. In February 2017, Mitel entered into a distribution agreement with Exclusive Networks, with the objective to expand its business and global presence in the ASEAN region. As a part of the agreement, Exclusive Networks is likely to serve as a distributor of Mitel's MiVoice Business and MiContact Center offerings in Singapore, Malaysia, and Thailand, followed by other countries. Further, Mitel leverages from its large network of partners, including technology partners, strategic alliances, operational partners, affiliates, and solution alliances. Looking at its organic growth strategy, Mitel has made progress with its investment in R&D activities, including product developments and new product launches, to enhance its analytics portfolio.


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MITEL NETWORKS CORPORATION has chosen it’s strengths in these 3 territories
  • Niche Quadrant

    All-Middle East and Africa

  • Niche Quadrant


  • Niche Quadrant