When choosing a business communications solution, both Mitel and Avaya are well-regarded options. They each offer robust systems for unified communications (UC), VoIP, and contact centres, but there are key differences that may influence which is better suited for your business. This comparison of Mitel vs Avaya will break down their features, pricing structures, and overall performance, helping you make an informed decision.
Overview of Mitel vs Avaya
Mitel is a global leader in business communication solutions, offering a wide range of services that include cloud-based telephony, VoIP systems, and unified communications platforms. Mitel’s products are designed to enhance communication, collaboration, and mobility across businesses of all sizes.
Avaya is also a major player in the communications industry, known for its contact centre software, UC platforms, and cloud-based solutions. Avaya’s focus is on offering highly customisable communication tools that integrate seamlessly with various business processes.
| Feature | Mitel | Avaya |
|---|---|---|
| Unified Communications (UC) | MiCollab integrates voice, video, messaging, and collaboration; strong CRM integration | Avaya OneCloud UCaaS offers voice, video, messaging, and collaboration with mobile integration |
| Contact Centre Solutions | MiContact Centre offers omnichannel support with AI-driven analytics and CRM integration | Avaya OneCloud CCaaS provides extensive omnichannel communication and advanced workforce management |
| VoIP and Telephony | MiVoice series with cloud, on-premises, and hybrid options; MiVoice Office 400 for SMEs | Avaya Aura for enterprise-level IP telephony with strong scalability and integration |
| Mobility and Remote Work | Mobile UC clients support voice, video, and messaging on smartphones; secure access for remote teams | Avaya Workplace app supports voice, messaging, and video conferencing; strong mobile and remote access |
| Pricing | Starts at £15-£25 per user/month for basic UC and VoIP services; advanced packages £30-£40 per user | Starts at £20-£30 per user/month for basic UCaaS; enterprise packages £40-£50 per user per month |
| Deployment Options | Cloud, on-premises, and hybrid options available | Cloud-first approach, but also supports on-premises and hybrid deployment |
| Scalability | Suitable for SMEs; can support large organisations, but scalability may be limited compared to Avaya | Highly scalable; designed for larger enterprises with complex communication needs |
| Customisation | Customisation available, but not as extensive as Avaya | Highly customisable solutions, especially in contact centres and enterprise communications |
| AI and Analytics | AI-driven analytics available for contact centres | Advanced AI and analytics features for contact centres and customer service |
| CRM Integration | Strong CRM integrations, especially useful for sales and customer service teams | CRM integration available, with customisable options for large enterprises |
| Pros | – Competitive pricing for SMEs – Flexible deployment – Excellent mobility support | – Superior scalability – Advanced contact centre and AI features – Strong customisation |
| Cons | – Limited scalability for very large enterprises – Less customisable than Avaya | – Higher cost, especially for small businesses – More complex deployment may require IT expertise |
Key features comparison
When it comes to features, both Mitel and Avaya have a wide range of offerings that cater to different business needs. Below is a detailed comparison of their most important features.
1. Unified communications (UC)
Mitel:
Mitel provides a comprehensive UC platform that integrates voice, video, messaging, and collaboration tools. Mitel’s UC solutions include Mitel MiCollab, a collaboration tool that enables video conferencing, messaging, and file sharing in real-time. Mitel also supports integrations with popular CRM systems, making it an attractive choice for sales and customer service teams.
Avaya:
Avaya’s UC offerings focus on integrating voice, video, messaging, and collaboration across devices. Avaya OneCloud UCaaS (Unified Communications as a Service) is their flagship UC platform, offering seamless mobile integration and excellent scalability. Its collaboration tools, such as Avaya Spaces, provide robust team messaging, file sharing, and video conferencing capabilities.
Verdict:
Both Mitel and Avaya offer strong UC platforms, but Mitel edges ahead for businesses looking for advanced integrations and mobility. However, Avaya excels in customisable UC solutions with a cloud-first approach, especially appealing to larger enterprises.
2. Contact centre solutions
Mitel:
Mitel’s MiContact Centre is a cloud-based solution designed for businesses that require multi-channel communication with customers. It includes advanced features like AI-driven analytics, CRM integration, and omnichannel support (voice, chat, email, social media). The platform also has workforce management tools to optimise staffing and improve overall efficiency.
Avaya:
Avaya is renowned for its robust contact centre software, offering Avaya OneCloud CCaaS (Contact Centre as a Service). It supports omnichannel communications, including voice, email, chat, and social media, with advanced analytics and AI-driven customer service tools. The system integrates with CRM tools and provides excellent workforce management and customer engagement features.
Verdict:
While both solutions are strong in the contact centre space, Avaya is often preferred by large-scale enterprises for its extensive functionality and customisation options. Mitel is an excellent choice for mid-sized businesses or those seeking more straightforward deployment.
3. VoIP and telephony
Mitel:
Mitel’s VoIP solutions are versatile, offering cloud, on-premises, and hybrid options. The Mitel MiVoice series provides IP telephony for businesses that want flexibility and cost efficiency. MiVoice Office 400 is ideal for SMEs, while MiVoice Business serves large organisations with features like call routing, conferencing, and voicemail to email.
Avaya:
Avaya’s VoIP solutions are equally robust, with a focus on cloud-first telephony. The Avaya Aura platform provides enterprise-level IP telephony solutions with an emphasis on scalability and integration. Avaya also offers hybrid and on-premises options, making it flexible for various business sizes.
Verdict:
Both providers are neck and neck in VoIP. Mitel may be more appealing to SMEs due to its flexible deployment options and cost-effectiveness, while Avaya offers greater scalability for larger enterprises.
4. Mobility and remote work support
Mitel:
Mitel is strong in mobility, offering mobile applications that support remote work through voice, video, and messaging. Mitel’s mobile UC clients allow employees to stay connected through their smartphones, with secure access to business communication tools.
Avaya:
Avaya also supports mobility through its cloud-based solutions. Avaya OneCloud allows users to access UC and contact centre tools remotely. Avaya Workplace is a mobile app that provides access to voice, messaging, and video conferencing, enabling remote collaboration from anywhere.
Verdict:
Both Mitel and Avaya provide solid mobility solutions. Mitel may offer a more user-friendly experience for SMEs, while Avaya provides a more scalable solution for larger, mobile-centric organisations.
Mitel vs Avaya costs comparison
The costs associated with Mitel vs Avaya solutions can vary greatly depending on your business size and requirements. Both companies offer cloud, on-premises, and hybrid models, with flexible pricing that often depends on the number of users and features required.
Mitel pricing
Mitel’s pricing for its cloud services typically starts around £15 to £25 per user per month for basic VoIP and UC services, with more advanced packages such as MiCloud Flex costing upwards of £30 to £40 per user per month. On-premises solutions may involve higher upfront costs due to hardware and installation fees.
Avaya pricing
Avaya’s pricing for cloud solutions tends to be slightly higher, starting around £20 to £30 per user per month for basic UCaaS services. Advanced packages such as Avaya Aura for enterprise-level communications may range from £40 to £50 per user per month. On-premises deployments with Avaya are also costlier due to the infrastructure and hardware involved.
Pros and cons
Mitel pros
- Competitive pricing, especially for SMEs
- Flexible deployment options (cloud, on-premises, hybrid)
- Excellent mobility support
- Strong CRM integrations
Mitel cons
- Larger enterprises may find scalability limited compared to Avaya
- Customisation can be less extensive
Avaya pros
- Superior scalability for large businesses
- Highly customisable UC and contact centre solutions
- Advanced analytics and AI features in contact centres
- Strong cloud-first approach
Avaya cons
- Higher cost compared to Mitel, especially for small businesses
- Complexity in deployment may require specialised IT support
Conclusion – Mitel vs Avaya
Choosing between Mitel vs Avaya comes down to your business’s specific needs. Mitel is ideal for small to mid-sized businesses looking for cost-effective, flexible, and user-friendly communications solutions. On the other hand, Avaya is more suitable for large enterprises that require highly customisable solutions with extensive contact centre features and scalability.
If budget and ease of deployment are your primary concerns, Mitel is likely the better option. However, if you require advanced contact centre capabilities, extensive scalability, or highly customisable UC solutions, Avaya could be worth the higher investment.
FAQ
Both Mitel and Avaya offer strong unified communications platforms. Mitel’s MiCollab integrates voice, video, and messaging with excellent mobility and CRM integration. Avaya OneCloud UCaaS is more customisable, particularly appealing for larger enterprises with complex communication needs and cloud-first strategies.
Yes, Mitel tends to be more affordable for SMEs. Pricing for basic VoIP and UC services starts at £15-£25 per user, while Avaya’s equivalent services usually start at £20-£30 per user, making Mitel a cost-effective option for smaller businesses.
Avaya is widely recognised for its advanced contact centre solutions. Avaya OneCloud CCaaS includes extensive omnichannel support, AI-driven analytics, and workforce management. Mitel’s MiContact Centre is strong but better suited for mid-sized businesses without as many advanced customisation needs.
Avaya generally offers better scalability for large enterprises. Avaya’s solutions, particularly Avaya Aura and OneCloud CCaaS, are designed for extensive, enterprise-wide deployments. Mitel can scale for larger businesses, but its focus is more on SMEs and mid-sized enterprises.
Both Mitel and Avaya offer excellent mobility support. Mitel’s mobile apps enable voice, video, and messaging for remote workers, while Avaya Workplace provides similar remote access features with seamless integration across devices, making both ideal for businesses supporting remote and hybrid workforces.
Mitel offers more flexible hybrid solutions, combining cloud and on-premises options for VoIP and UC. While Avaya also supports hybrid deployments, its focus is more on cloud-first communication strategies, making Mitel a better choice if you’re looking for versatile hybrid setups.
Mitel has strong CRM integrations, especially useful for sales and customer service teams. It easily integrates with popular CRMs like Salesforce. Avaya also supports CRM integration, but it’s typically more customisable for large enterprises with complex CRM workflows.
Mitel is generally easier to deploy, particularly for small and mid-sized businesses. Its cloud and hybrid solutions are more straightforward, requiring less IT expertise. Avaya’s deployment, especially in large enterprises, can be more complex and may require professional support for initial setup.
Avaya is more cloud-focused with its OneCloud UCaaS and CCaaS offerings, making it ideal for enterprises seeking cloud-native communication solutions. Mitel offers cloud, on-premises, and hybrid options, providing flexibility but not as cloud-centric as Avaya.
Both companies offer robust customer support, but Mitel is often praised for its support in the SME sector with quicker response times. Avaya’s support is excellent for large enterprises, but it may require more technical expertise for complex deployments.