We previously used a very basic version of Mitel. It was not their CCaaS, just basically a phone hunt group. Calls would round-robin until somebody picked it up, sometimes leading to a 20 minute wait time before somebody answered. Emails were not tracked at all and were in a system that didn't tie into the phones and there was no chat support. By switching, we were able to tie all of these together and build in major efficiencies and an overall much better customer experience.

We used Wordpress. Wordpress is free but the burden is on you to maintain your site. MT's out-of-the-box functionality is great and they take care of the improving the product while keeping it backwardly compatible.

Previously, we had to create all the functionality, which was already in MT.

At my previous employment, we used Call Parrot which was absolutely atrocious. I switched to inContact because I started employment with a new company that was already using it. 

We did not have a solution before MindTouch.

I have not used another platform.