In the crowded UK market of business communication solutions, Mitel and 3CX are two prominent contenders. Both platforms offer robust voice, video, and messaging features, but they differ in functionality, pricing structures, and deployment options. This analysis will compare Mitel vs 3CX, providing insights into their features and costs to help UK businesses make an informed decision.
Overview of Mitel vs 3CX
Mitel is a well-established brand in the unified communications (UC) industry. Known for its VoIP solutions and business phone systems, Mitel offers both cloud-based and on-premise systems. Mitel is a versatile provider with solutions that cater to businesses of all sizes, from SMEs to large enterprises.
3CX, on the other hand, is an open-platform PBX (Private Branch Exchange) solution designed to offer flexibility and cost-efficiency. 3CX supports both on-premise and cloud deployments and is built around open standards, allowing businesses to select their own hardware and SIP (Session Initiation Protocol) trunk providers, giving them more control over costs and configurations.
| Criteria | Mitel | 3CX |
|---|---|---|
| Deployment Options | Cloud, on-premise, hybrid | Cloud, on-premise, hybrid (with self-hosting options) |
| Customisation | Limited – tied to Mitel’s ecosystem | High – open platform, allows choice of SIP trunks & hardware |
| Features | Unified communications, advanced call management, conferencing, messaging, contact centre features (real-time analytics, CRM integration) | Comprehensive UC suite, auto-attendant, call recording, video conferencing, CRM integrations |
| Contact Centre | Strong focus with workforce management, advanced analytics, CRM integrations | Basic contact centre features, but good CRM integration options |
| Mobile Apps | Yes – integrates with UC features, messaging, voicemail | Yes – includes voice, messaging, video conferencing at no extra cost |
| Remote Work Features | Mitel Teamwork for collaboration, mobile apps | Full remote work support, includes integration with Microsoft Teams |
| Web Conferencing | Available but may come at an extra cost | Included at no extra cost, with up to 250 participants |
| Integrations | CRM integrations (Salesforce, MS Dynamics, etc.), third-party apps | Extensive CRM integrations (Salesforce, HubSpot, etc.) |
| Ease of Use | More complex, better suited for businesses with specific communication needs | User-friendly, designed for easy management with IT control over features |
| Pricing Model | Subscription-based for cloud services; on-premise requires upfront hardware investment | Annual licence fee, flexible pricing based on simultaneous calls, allows self-hosting |
| Cost (per user) | £15-£25 per user/month for cloud services; varies for on-premise based on hardware | From £145 per year for up to 4 simultaneous calls, scalable based on business size |
| Cost for Web Conferencing | Additional charges may apply | Free, included with the licence |
| Support | 24/7 support with different service tiers, partner network for deployment | Support available via partners and online, premium support available at an additional cost |
| Target Audience | Large enterprises, businesses with advanced contact centre needs, high customisation | SMEs, cost-conscious businesses, organisations wanting flexibility and control |
| Scalability | High – suitable for large, enterprise-level businesses | High – suitable for SMEs to large businesses, with scalable pricing |
| Key Strength | Advanced contact centre features, reliable enterprise-level solutions | Cost-effective, flexibility with open platform, strong remote work features |
Deployment options
Both Mitel and 3CX offer flexible deployment models, but their approaches differ.
- Mitel: Mitel’s UC solutions are available as either cloud-hosted, on-premise, or hybrid models. The flexibility of deployment ensures that businesses can choose the solution that best fits their needs. Mitel’s MiCloud Connect is a robust cloud-based option, whereas MiVoice Business provides on-premise solutions. The hybrid model offers a blend of both cloud and on-premise benefits, ideal for businesses with a phased approach to cloud migration.
- 3CX: 3CX is similarly versatile, offering cloud, on-premise, and hybrid solutions. 3CX stands out by allowing businesses to host the solution themselves using their preferred cloud provider (such as Google Cloud or Microsoft Azure) or opt for 3CX’s own cloud-hosted version. For on-premise setups, 3CX can be deployed on Windows or Linux servers, providing flexibility for IT environments with specific needs.
Key takeaway: Both providers offer flexible deployment models. However, 3CX’s open-platform nature offers greater customisation options, especially for businesses seeking full control over their infrastructure.
Features comparison
When it comes to features, Mitel and 3CX both provide a comprehensive suite of communication tools, but their focus differs slightly.
- Mitel: Mitel is known for its robust suite of UC features. It offers advanced call management, conferencing, messaging, and team collaboration tools. Mitel’s MiCollab, for example, integrates messaging, video conferencing, and file sharing into a single interface. Mitel also excels in its contact centre solutions, providing features such as real-time call analytics, workforce management, and CRM integration.
- 3CX: 3CX is equally feature-rich, with voice, video, chat, and mobile apps available as part of its package. 3CX’s software includes features like auto-attendant, call recording, call queues, and reporting. It also integrates well with major CRM platforms like Salesforce and HubSpot, which is a significant advantage for businesses with sales and support teams. Additionally, 3CX includes web conferencing and video calling at no extra cost, making it a cost-effective option for remote teams.
Key takeaway: Mitel may be better suited for businesses with more complex contact centre needs, while 3CX provides an equally robust set of features but stands out for its integration flexibility and cost-effective approach to web conferencing.
Mobile apps and remote work
Both Mitel and 3CX provide mobile apps, but there are differences in their functionality and ease of use.
- Mitel: Mitel offers mobile applications for iOS and Android, which allow employees to stay connected while on the move. Features include voicemail access, call routing, and messaging. The mobile apps are part of Mitel’s overall UC strategy and integrate seamlessly with their desktop and browser-based apps. Mitel also offers strong remote work solutions, such as Mitel Teamwork, which facilitates collaboration through messaging and file sharing.
- 3CX: 3CX’s mobile apps are highly rated for ease of use and performance. The apps allow users to make and receive calls, chat, and participate in web meetings. The advantage with 3CX is that many advanced features, such as call recording, video conferencing, and CRM integration, are accessible through the mobile app without additional charges. 3CX is particularly well-suited to remote work environments because of its seamless integration with popular cloud services like Microsoft Teams.
Key takeaway: Both platforms support mobile apps, but 3CX provides more features without additional costs, making it a more attractive option for businesses with mobile or remote-first strategies.
Mitel vs 3CX costs comparison
Pricing is one of the key factors for businesses when choosing a communications solution. Mitel and 3CX differ significantly in how they structure their costs.
- Mitel: Mitel’s pricing is usually subscription-based for its cloud services, with costs varying based on the number of users and the features required. The typical range for Mitel MiCloud services can start around £15-£25 per user per month, with premium features such as advanced contact centre functionalities increasing the cost. For on-premise solutions, Mitel requires a higher upfront investment for hardware, but businesses benefit from lower ongoing costs over time.
- 3CX: 3CX offers a more transparent and flexible pricing structure. The annual licence fee for 3CX starts from as low as £145 for small businesses with up to four simultaneous calls and increases based on the number of users and features. Unlike Mitel, 3CX allows businesses to bring their own SIP trunks and hardware, further reducing costs. For cloud-hosted solutions, businesses can choose between 3CX’s hosting or self-host with their chosen provider, adding another layer of control over costs.
Key takeaway: 3CX is generally more cost-effective, especially for SMEs or businesses with in-house IT expertise, whereas Mitel’s pricing can be higher, particularly for cloud services with premium features.
Support and reliability
Both Mitel and 3CX offer support, but their approaches differ in terms of availability and resources.
- Mitel: Mitel provides 24/7 support for its cloud services, with various support tiers based on the level of service required. Mitel also offers an extensive knowledge base and certified partner network to assist with deployment and ongoing management.
- 3CX: 3CX offers support through certified partners, and businesses can access support via the 3CX website or partner channels. Although 3CX offers online documentation and an active user community, direct support options may be more limited compared to Mitel, unless businesses opt for a premium support package.
Key takeaway: Mitel offers more comprehensive support options, particularly for businesses needing 24/7 assistance. 3CX provides support mainly through its partners but has more affordable premium support packages.
Conclusion – Mitel vs 3CX
When comparing Mitel vs 3CX, the right choice ultimately depends on the specific needs of your business.
- Mitel is ideal for larger enterprises or businesses that require advanced contact centre features, comprehensive support, and flexible deployment models with cloud, on-premise, or hybrid options. However, Mitel’s pricing can be higher, particularly for businesses opting for its cloud services.
- 3CX offers a more cost-effective and flexible solution, especially for small to medium-sized businesses. With its open-platform approach, 3CX provides greater customisation and control, allowing businesses to reduce costs by using their own SIP trunks and hardware. 3CX also excels in providing mobile and remote work capabilities without additional charges.
For UK businesses focused on scalability and advanced features, Mitel is a reliable choice, while 3CX stands out for cost-conscious organisations seeking flexibility and control over their communication infrastructure.
FAQ – Mitel vs 3CX
Both offer cloud, on-premise, and hybrid options. However, 3CX provides more flexibility by allowing self-hosting with various cloud providers (like Azure or Google Cloud), giving businesses more control over infrastructure. Mitel’s flexibility is strong, but it often ties businesses into its ecosystem.
Both platforms support remote work with mobile apps and collaboration tools. Mitel’s Teamwork solution is effective for messaging and file sharing. However, 3CX includes advanced remote features like integrated video conferencing and collaboration tools, which are offered without additional costs.
3CX is generally more cost-effective, offering a transparent, scalable pricing structure based on simultaneous calls. Mitel’s pricing is often higher, especially for cloud services, with additional charges for premium features. 3CX’s flexibility in using its own SIP trunks and hardware can further reduce costs.
Mitel is better suited for businesses with advanced contact centre needs, offering features like real-time analytics, workforce management, and CRM integrations. 3CX provides more basic contact centre features but integrates well with CRMs like Salesforce, making it ideal for smaller operations.
Yes, both Mitel and 3CX offer mobile apps for iOS and Android. Mitel’s apps are fully integrated with its unified communications system, while 3CX’s mobile apps are highly rated for ease of use, offering voice, chat, and video capabilities without any extra fees.
3CX includes web conferencing with up to 250 participants at no extra cost, making it a cost-effective option for remote teams. Mitel offers web conferencing, but it may come with additional charges depending on the service package selected, making 3CX more appealing for budget-conscious businesses.
Both Mitel and 3CX offer strong CRM integrations. Mitel supports integrations with platforms like Salesforce and Microsoft Dynamics. 3CX also integrates with major CRM systems, including HubSpot and Salesforce. 3CX’s open-platform approach may provide more flexibility for custom integrations.
3CX is generally easier to manage due to its user-friendly interface and self-hosting options. IT teams can have more control over configuration and costs. Mitel can be more complex, especially for businesses needing advanced contact centre features or managing larger deployments.
Both Mitel and 3CX are highly scalable solutions. Mitel is ideal for large enterprises with advanced communication needs, while 3CX scales easily for small to medium-sized businesses, offering affordable entry-level options that can grow with the business at a manageable cost.
Mitel provides 24/7 support with different service tiers and a strong partner network. 3CX offers support through partners and has extensive online resources. While Mitel’s support is more comprehensive, 3CX’s premium support packages offer good value for businesses needing extra help.