Omnichannel platform will help organizations meet rising demand for faster, more personalized customer interactions

Mitel^®, a global leader in business communications, today announced its new AI-powered customer experience (CX) management platform, Mitel CX, designed to help organizations enhance customer engagement processes, drive employee efficiency, and exceed the growing expectations of today’s consumers.

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Mitel CX’s holistic approach to customer engagement helps organizations tackle the challenge of delivering faster, customized service, while boosting productivity. (Photo: Business Wire)

The hyper-personalized, on-demand nature of the digital era has prompted a dramatic rise in what consumers want from businesses. As a result, organizations worldwide are tailoring their operations and tools to stay competitive. According to new research by Techaisle, improving customer engagement touchpoints is the top reason organizations are investing in communications technology, with more than 53% identifying AI and virtual assistants as key factors when selecting a provider and 48% highlighting the importance of comprehensive contact center capabilities.*

Taking CX Beyond the Contact Center

Mitel CX’s holistic approach to customer engagement helps organizations tackle the challenge of delivering faster, customized service, while boosting productivity. The new all-in-one CX platform supports omnichannel customer interactions underpinned with AI – including voice, video, chat, and social – allowing businesses to meet customers where they are, across any channel.

Mitel CX integrates seamlessly with Mitel’s unified communications (UC) solutions to deliver a fully converged UC/CC experience. As a result, CX capabilities are extended to all employees – not just contact center agents – supporting collaboration between back-office and frontline teams and improving first-contact resolution. For organizations using other providers for their core communications, such as Microsoft Teams, Mitel CX also can serve as a standalone solution.

“Customer experience goes well beyond the contact center - it’s central to brand reputation and maximizing revenue,” said Martin Bitzinger, Mitel Senior Vice President of Product Management. “As customer expectations evolve, technology can become a strategic advantage. Mitel CX extends customer engagement capabilities to all employees, aligning communications across departments to create a cohesive CX environment and more meaningful customer interactions.”

With the majority of enterprises* now preferring a hybrid cloud strategy for delivering enterprise communications, Mitel CX enables the flexibility to choose on-premises and cloud deployment models in a mixed environment. With this approach, Mitel CX’s hybrid offering for customer engagement delivers the simplicity of a Contact Center as a Service (CCaaS) solution with the operational control and reliability that organizations increasingly require. Additionally, Mitel’s Common Communications Framework ensures seamless interoperability with Mitel CX across the Mitel ecosystem, providing the same industry-leading security, compliance and resiliency as Mitel’s hybrid UC solutions. These elements have become increasingly important to global enterprise companies looking to ensure data privacy and regulatory compliance in the era of AI.

Flexible AI Capabilities Built to Drive Results

The Techaisle research also underscores the role AI and automation will play in the future of customer experience, with survey respondents calling out features like workflow automation and conversational AI as top areas of investment. Experts across the industry echo the findings.

“AI and automation are no longer optional for businesses looking to deliver a superior customer experience,” said Blair Pleasant, president and principal analyst at COMMfusion. “Mitel CX’s robust and practical integration of AI capabilities ensures that organizations not only keep pace with consumer demands but support high-value interactions that drive loyalty and long-term growth.”

Mitel leverages its broad ecosystem of AI technology partners along with its own AI-enhanced features to provide organizations with maximum flexibility in how they can use AI to improve operations.

Key Features of Mitel CX Include:

• Customizable Workflow Automation: CX managers can easily design AI-enhanced workflows with Mitel’s Chatbot Builder and low-code/no-code Workflow Studio without requiring specialized skills, allowing teams to optimize daily tasks in minutes.
• GenAI Virtual Agents: Intelligently automates repetitive inquiries, leaving more complex issues to human agents for optimal efficiency and faster resolution.
• Intelligent Analytics: Provides rich dashboards, native reporting, and business intelligence integration for transcriptions, recordings, and a comprehensive view of customer data to deliver actionable insights that support faster decision-making.
• Agent Empowerment: Real-time prompts, suggested responses, and intelligence-based coaching help improve first-contact resolution and overall employee performance.
• Omnichannel Engagement: Seamless transitions across channels such as voice, chat, video, and social, allowing customers to engage on their preferred platform.
• Flexible Integrations: Pre-built integrations with industry and business apps plus open APIs allow Mitel CX to be tailored to each organization’s needs ​and embedded into everyday processes, reducing friction and accelerating workflows.
• Experienced Service Teams: Expert professional service teams offer support to tailor Mitel CX for the needs of each organization and provide ongoing management as needed, resulting in a truly unique customer engagement experience.

Mitel’s ability to deliver highly tailored solutions was also noted as a key contributor to Mitel’s placement as a Leader in the Aragon Research Globe™ for Intelligent Contact Center, 2025, published last week.

Enhancing the Experience for Mitel Customers & Channel Partners

Bitzinger noted that Mitel CX will enable customers on current Mitel contact center solutions to tap into the robust new capabilities while maintaining their Mitel UC platform of choice with structured upgrade and transition programs.

"Mitel’s Contact Center solutions are a cornerstone of our success. They’ve enabled us to proactively improve service standards and responsiveness across campus and provide better support for our students, faculty, and staff,” said Zachary Jones, Assistant Director of Telecommunications at Binghamton University. “The new AI-assisted and automation capabilities coming with Mitel CX are very exciting and will add real value."

The new solution also presents a significant opportunity for Mitel’s channel partners, who will play a key role in consulting and supporting customers as they evolve and uplevel their CX environments. Partners who add the in-demand CX capabilities to their portfolios will be well-positioned to improve customer retention, wallet share, and new revenue growth. Enablement and training for channel partners will kick off in Q1 2025, with general availability of Mitel CX expected in late Q1.

Related materials

Press release: Mitel’s UC and Contact Center Solutions Positioned as a Leader in Aragon Research Globe Reports for 2025

Blog: 3 Tips to Transform Your Contact Center Customer Experience

Blog: 14 Ways AI-Powered Contact Centers Are Transforming Customer Service

* According to a June 2024 global survey of 1,954 organizations conducted by Mitel and Techaisle

About Mitel

A global market leader in business communications powering more than two billion business connections, Mitel helps businesses and service providers connect, collaborate, and provide innovative services to their customers. Our innovation and communications experts serve business users in more than 100 countries. For more information, go to www.mitel.com and follow us on LinkedIn and X @Mitel.

Mitel is the registered trademark of Mitel Networks Corporation.

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