Mitel Workforce Management

Spec sheet

What it does

Mitel Workforce Management is contact-center workforce software intended to reduce costs, improve customer insight and increase operational efficiency.Read 15 Oct 2026 · mitel.com

Integrations

Mitel advertises integrations with CRM, ERP and data-warehouse systems.Read 15 Oct 2026 · mitel.com

Headquarters

LinkedIn lists Mitel headquarters in Kanata, Ontario, Canada.Read 15 Oct 2026 · linkedin.com

Founded

LinkedIn lists Mitel as founded in 1972.Read 15 Oct 2026 · linkedin.com

Analytics and AI

Mitel says its GenAI analytics can transfer data to its AI engine, transcribe more than 100 languages and present dashboard insights.Read 15 Oct 2026 · mitel.com

Company legal name

Trustpilot identifies the provider as Mitel Networks Corporation.Read 15 Oct 2026 · uk.trustpilot.com

Company size

LinkedIn places Mitel in the 1,001–5,000 employee category.Read 15 Oct 2026 · linkedin.com

Compliance recording

The product page lists compliance support for MiFID II, Dodd-Frank, GDPR and PCI-DSS.Read 15 Oct 2026 · mitel.com

Documentation

Mitel provides a document center, learning center and global technical support for its platforms and products.Read 15 Oct 2026 · mitel.com

Employee mobile self-service

Employees can use a mobile app to view schedules and messages, trade shifts, request vacation, set preferences and offer overtime availability.Read 15 Oct 2026 · mitel.com

Forecasting

Forecasting covers phone, chat, email, SMS and social-media channels.Read 15 Oct 2026 · mitel.com

Fraud detection

Automated fraud detection and keyword spotting are included in the listed feature set.Read 15 Oct 2026 · mitel.com

Interaction recording

The wider Workforce Optimization suite records voice and screen interactions either continuously or on demand.Read 15 Oct 2026 · mitel.com

Limit: MiCollab mobile reliability

Google Play reviewers report missed call notifications, dropped calls and softphone failures.Read 15 Oct 2026 · play.google.com

Limit: Mitel Connect stability

Google Play reviewers describe sign-in crashes, unclear connections, random app closures and repeated server interruptions.Read 15 Oct 2026 · play.google.com

Limit: reliability

G2’s review summary reports performance problems including crashes and unreliable applications.Read 15 Oct 2026 · g2.com

Limit: Teamwork notifications

A Google Play reviewer reports notification failures on Samsung Android 13 devices and unreliable notifications generally.Read 15 Oct 2026 · play.google.com

Notable news: 2026

Mitel’s press-release index lists the March 9, 2026 introduction of Mitel WX, an AI-enabled voice-first communications platform.Read 15 Oct 2026 · news.mitel.com

Ownership

Crunchbase’s company profile identifies Mitel Networks Corporation as acquired by Searchlight Capital Partners.Read 15 Oct 2026 · crunchbase.com

Performance dashboards

Performance-management dashboards and scorecards are listed as product features.Read 15 Oct 2026 · mitel.com

Praise: usability

G2’s review summary repeatedly cites ease of use, a friendly interface, easy setup and straightforward integration.Read 15 Oct 2026 · g2.com

Pricing availability

Mitel directs prospects to sales for tailored answers and pricing models based on usage and scale; no public WFM price is shown.Read 15 Oct 2026 · mitel.com

Public APIs

Mitel’s integrations page says its third-party integration tools include APIs for embedding communications in workflows and applications.Read 15 Oct 2026 · mitel.com

Quality management

Managers can create evaluation templates, filter and assess interactions, analyze results, visualize outcomes and identify coaching opportunities.Read 15 Oct 2026 · mitel.com

Rating on G2

3.8 out of 5 from 234 reviewsRead 15 Oct 2026 · g2.com

Rating on Gartner Peer Insights

0.0 out of 5 from 0 reviewsRead 15 Oct 2026 · gartner.com

Rating on Google Play: MiCollab for Mobile

2.0 out of 5 from 665 reviewsRead 15 Oct 2026 · play.google.com

Rating on Google Play: Mitel Connect

2.0 out of 5 from 633 reviewsRead 15 Oct 2026 · play.google.com

Rating on Google Play: Mitel Teamwork

2.2 out of 5 from 29 reviewsRead 15 Oct 2026 · play.google.com

Rating on Trustpilot

3.6 out of 5 from 2 reviewsRead 15 Oct 2026 · uk.trustpilot.com

Recording search

Recordings can be categorized automatically and searched, replayed and tagged.Read 15 Oct 2026 · mitel.com

Resource optimization

The suite helps match agent numbers and skills to the required place and time.Read 15 Oct 2026 · mitel.com

Routing

Combined skills and schedule-based routing distributes work across channels to improve service levels and reduce unwanted overtime and turnover.Read 15 Oct 2026 · mitel.com

Scheduling precision

Schedules can be created in one-minute increments, with intraday and real-time adherence tracking.Read 15 Oct 2026 · mitel.com

Security certifications

Mitel says parts of its business maintain SOC 2 or ISO/IEC 27001 certifications.Read 15 Oct 2026 · mitel.com

Security controls

Mitel reports encryption, firewalls with intrusion detection, a 24/7 security operations center, SIEM, secure remote access and multifactor authentication.Read 15 Oct 2026 · mitel.com

System requirements

The reviewed WFM help page documents connector configuration and service restart steps but does not publish a complete standalone WFM hardware or operating-system matrix.Read 15 Oct 2026 · productdocuments.mitel.com

WFM connectors

Mitel MiContact Center documentation describes connectors for TotalView, QMax, Monet and Teleopti, including employee-based reports and real-time streaming for Teleopti.Read 15 Oct 2026 · productdocuments.mitel.com

Plans and prices

Every Mitel Workforce Management plan and price →

Where Specifiction places it

• Call Accounting#2 of 138.0
• Workforce Engagement Management Software#8 of 248.1
• Contact Center Workforce Management Software#13 of 338.0