MiVoice Call Recording vs.
Mitel Interaction Recording
Feature Comparison
With MiVoice Call Recording reaching “End-of-Sale”, this feature comparison matrix is designed to
help MiVoice Call Recording customers decide whether to migrate to Mitel Interaction Recording and
take advantage of its advanced features and capabilities
Whether you have a small, informal contact center with simple call recording requirements or a large, formal
contact center that requires sophisticated interaction recording and quality management, Mitel has a solution to
meet and exceed your needs. For over 25 years, Mitel has been helping companies like yours manage and grow
your business, drive quality customer experiences, break down the operational silos associated with traditional
contact centers, and turn your cost center into a profit center!
To provide standard call and screen recording with basic quality monitoring, Mitel offered its heritage MiVoice Call
Recording & Quality Management solution. For advanced interaction recording, quality management, coaching,
learning, and speech analytics, Mitel offers a suite of Workforce Optimization (WFO) solutions, including:
• Mitel Interaction Recording
• Mitel Quality Management
• Mitel Coaching and Learning
• Mitel Speech Analytics
In order to help you decide whether to migrate your MiVoice Call Recording solution to Mitel Interaction Recording,
we have compiled this MiVoice Call Recording vs. Mitel Interaction Recording feature comparison.
MiVoice Call Recording Mitel Interaction Recording
MiVoice Call Recording is supported on MiVoice Mitel Interaction Recording is currently supported on
Business, MiCloud Flex, MiVoice MX-ONE, MiVoice MiVoice Business, MiCloud Flex, MiVoice MX-ONE,
5000, MiVoice Connect, and MiVoice Office 250. It MiVoice 5000 and MiVoice Connect. It scales up to
scales up to 750 call recording ports per server and 1,000 call recording channels per server and in a multi-
4,500 ports in a multi-server configuration. It is server configuration, can scale up to 10,000 channels
designed for businesses that: per system without redundancy and 5,000 channels
with redundancy. The solution set is designed for all
• Require standard call and screen recording, playback,
annotation and scoring sizes and types of businesses that require advanced
interaction recording, call recording for compliance, and
• Require only basic QM reporting
for any size business that requires:
• Do not require High Availability
• High Availability
• Do not require rules-based multimedia recording
• Advanced QM reporting
• Do not require speech and desktop analytics, emotion
detection, keyword spotting and transcription • Rules-based multimedia recording
• Do not require automatic session evaluations and the • Speech and desktop analytics, emotion detection, keyword
ability to assign training packages to agents spotting and transcription
• Do not require custom integrations • Automatic session evaluations and the ability to assign
training packages to agents
• Custom integrations
MiVoice Call Recording vs. Mitel Interaction Recording Feature Comparison
Mitel Interaction Recording
Mitel Interaction Recording
for MiVoice Business,
FEATURE MiVoice Call Recording for
MiCloud Flex, MiVoice MX-
MiVoice Connect
ONE and MiVoice 5000
Call and Screen Recording
Agent Desktop Client Yes Yes Only via DID
API Integrations - COM object
No Yes Yes- limited
Interface
API integrations - SOAP Yes - via C # Yes Yes- limited
API Integrations via C++ No Yes Yes- limited
API Integrations via Java No Yes Yes- limited
API Integrations – Web Services No Yes Yes- limited
Audio Encryption Yes - 256-bit AES Yes - 256-bit AES No
Audit Trails Yes Yes Yes
Call Muting Yes Yes via DTMF Keys
Call Playback with Screen
Yes Yes No
Recording
Call Recording (On Demand) - start,
Yes - start, stop Yes Via DTMF Keys
stop, mute, resume
Call Recording (Always On) Yes Yes Yes
Call Search - call duration,
date/time, CLI/dialed number,
Channel, Call direction Yes Yes Yes
(incoming/outgoing), marked calls,
Name, Notes field, user fields
Centralized Database, Storage Yes Yes Yes
Chat Recording (recording Chat
Yes, for Salesforce and Skype
interactions like you would record a
No Chat, No for MiCC No
phone call - not recording the
Business/Enterprise Chat
whole agent screen)
CTI Integration Yes Yes No
Data Compression Yes Yes Yes
Data Encryption Yes Yes Yes
Data Encryption and Key Management No Yes Yes
Extension Side Recording Yes Yes No
Yes- if streams mirrored thru
High Availability/Fail Over Protection No Yes
multiple recorders
IP Recording Yes Yes Yes – based on trunk
Last call play Yes Yes Yes
Mono Recording - Agent and Customer
Yes Yes No
voice recording stored in one file
Password protection Yes Yes Yes
Playback Yes Yes Yes
Record on Demand - start, stop, mute,
Yes - start, stop Yes Via DTMF Keys
resume
Recording Content Validation - Distortion
No Yes Yes
or silence
Recording Control Yes Yes Yes
Remote Replay capabilities Yes - Navigator Yes Yes
Reporting for Recording Yes Yes Yes
Rights Management for Recording Access Yes Yes Yes
Mitel | 2
Mitel Interaction Recording
Mitel Interaction Recording
for MiVoice Business,
FEATURE MiVoice Call Recording for
MiCloud Flex, MiVoice MX-
MiVoice Connect
ONE and MiVoice 5000
Call and Screen Recording
(continued)
Rules-Based Call Recording Yes Yes Yes - limited
Yes – standalone
Rules-Based Multimedia Recording No (on roadmap for MiCC No
Business)
Screen Recording including Chat and
No Yes - application based No
Video
Screen Recording Yes Yes No
Screen Scanning No Yes No
Yes – when Supervisor listens
Screen-based Start/Stop Yes No
live
Search and Replay Recording - App Based Yes Yes Yes
Search and Replay Recording - Web Yes - Navigator Yes Yes
Replay - Phone No Yes Yes
Security - SSL encrypted Yes Yes Yes
Stereo Playback - Agent voice in left
No Yes Yes
channel, Customer voice in right channel
Stereo Recording - Agent and Customer Yes – Professional Services
Yes Yes
voice recording stored in separate files Required
Storage with Compression Yes Yes Yes
Yes
Trunk Side Recording Yes (MiVoice Business, Yes
MiVoice MX-ONE)
Video Communications Recording No Yes No
Web Client Yes - Navigator; playback only Yes Yes
Listen to Recordings via MiCC Business No
Yes No
CCM (on roadmap)
Live Listening Yes Yes Yes
Mitel Speech Analytics for
MiVoice Business, MiCloud Mitel Speech Analytics for
FEATURE MiVoice Call Recording
Flex, MiVoice MX-ONE and MiVoice Connect
MiVoice 5000
Speech and Desktop Analytics
Desktop Analytics No Yes No
Emotion Detection No Yes No
Full Text search based on transcription No Yes No
Keyword Alerting No Yes No
Keyword and Phrase Spotting No Yes No
Keyword spotting in other language No Yes No
Reporting for Speech Analytics No Yes No
Speech Analytics 3rd Party Yes No
Speech Analytics additional languages No Yes No
Transcription No Yes No
Transcription in other language No Yes No
3 | Mitel
Mitel Quality Management
Mitel Quality Management
for MiVoice Business,
FEATURE MiVoice Call Recording for
MiCloud Flex, MiVoice MX-
MiVoice Connect
ONE and MiVoice 5000
Quality Management
Ability to re-evaluate a session and store as
Yes Yes No
a new version
Allow the evaluated agent to add a
No Yes No
comment to their evaluation
Assign training packages to agents No Yes No
Automatic session evaluation assignment No Yes No
Evaluations Yes Yes No
Live Call Monitoring Yes Yes - Release 6.5 and up No
Quality Alarms Yes Yes No
Quality Management Yes Yes No
Reporting for QM Yes - Basic Yes No
Standardization of the evaluation process
No Yes No
through calibration
Mitel Coaching & Learning Mitel Coaching & Learning
for MiVoice Business,
FEATURE MiVoice Call Recording for
MiCloud Flex, MiVoice MX-
ONE and MiVoice 5000 MiVoice Connect
Coaching and Learning
Agent quizzes No Yes No
Agents can record coaching sessions No Yes No
Coaching Yes Yes No
E-Learning , Training No Yes No
Report on agent training scores over time No Yes No
Training Sessions with Supervisor Notes No Yes No
Mitel Interaction Recording
Mitel Interaction Recording
for MiVoice Business,
FEATURE MiVoice Call Recording for
MiCloud Flex, MiVoice MX-
MiVoice Connect
ONE and MiVoice 5000
Compliance
GDPR Yes Yes Yes
HIPAA Yes Yes Yes
MiFID II Yes Yes Yes
PCI-DSS (payment card industry)* Yes Yes Yes
* MiVoice Call Recording and Mitel Interaction Recording are not considered PCI-DSS compliant solutions but rather include features
that allow businesses to comply with the PCI-DSS standard and subsequently apply for PCI-DSS certification.
Mitel | 4
Mitel Interaction Recording Differentiators vs. MiVoice Call Recording
FEATURE MiVCR MIR MIR Differentiators
Can record external interfaces - SIPREC, passive, chat,
video phones, Noetica
Call Recording Rule based multi-media recording
Feature Rich - content validation, replay via phone
Screen Recording Privacy filter function
Analytics, Evaluations
Quality Management (Base) Calibrations, Notes/Comments to Evaluations
Quality Alarms
Quality Management (Advanced) Quiz, Training , E-learning, Auto scoring
Emotion Detection Detect and alarm on voice inflections
Keyword Spotting Word search, campaign search, tag search
Transcription Full text search
Redundancy Parallel Recording
High Availability Failover Recording
Mitel Interaction Recording vs. MiVoice Call Recording License/SWA Comparison
FEATURE MiVoice Call Recording Mitel Interaction Recording
License SWA License SWA
Call Recording per port YES per port YES
Screen Recording per port YES per user NO
Archive Server per system YES per system NO
Quality Management Per supervisor NO per user YES
Lockkey per system NO per system (virtual) NO
Licensed Features N/A N/A per system, per PC NO
Keyword Spotting N/A N/A per user YES
Transcription N/A N/A per user YES
Parallel Recording N/A N/A per port YES
Failover N/A N/A per system NO
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