Enterprise Connect 2025 Highlights: Hybrid Communications, Customer Experience, and Artificial Intelligence

Enterprise Connect 2025 brought together industry vendors and influencers to discuss the latest innovations shaping the future of Unified Communications (UC) and Customer Experience (CX). This year’s event tackled key topics like AI’s impact on CX, the role of AI assistants, and the ongoing debate around on-prem vs. cloud-based UC and Contact Center strategies. Many would say it was about the Gen-AI and Agentic AI hype that emerged this year. Let's take a quick peek at the highlights.

Mitel @ Enterprise Connect: Solution Demos “Wow” Analysts

Mitel played a pivotal role in this year’s discussions, with CMO Eric Hanson contributing to Steve Leaden of Leaden Associates strategy panel and CTO Luiz Domingos joining a session on proactive customer engagement with analyst Robin Gareiss of Metrigy.

Beyond thought leadership, we were excited to publicly showcase the Mitel-Zoom Hybrid UC solution and the Mitel CX—AI-driven customer experience platform for the first time. These demos sparked significant interest, with attendees responding with "let me see that again" moments. It was gratifying to receive recognition for Mitel’s 20+ years in the contact center business, as attendees noted how our deep industry expertise showed in our solutions.

To further highlight Mitel’s innovation in CX and AI, we captured key analyst insights from leading industry experts:

📹 Zeus Kerravala, ZK Research, shares his take on Mitel CX

📹 Blair Pleasant, BCStrategies, perspective on Mitel’s AI-driven CX strategy

📹 Dave Michels, TalkingPointz, on the broader impact of AI and hybrid UC

Mitel CX surprised analysts as they took in the demonstration. Zeus Kerravala described it as a “full suite of omnichannel capability with great AI capability.” Blair Pleasant was “surprised about how much AI is included… full-featured… very impressive”. Dave Michels described Mitel CX as “surprisingly complete [and] more robust than one would expect of a version one product.”

Mitel also provided solution demo sessions, which you can watch here on demand:

📹 Mitel-Zoom Hybrid UC Solution – A first look at our powerful hybrid collaboration platform

📹 Mitel CX (MCX) – AI-driven customer experience innovations in action

📹 Workflow Studio – How Mitel is enabling seamless business process automation

Key Take-Aways from Key Speakers

Hybrid Communications:  In the "Keynote Panel: Is There a New Model for Collaboration Technology?" moderated by Jim Burton (C-T Link) and Eric Krapf (Enterprise Connect) discussed the evolution of collaboration tools to support hybrid work environments. They emphasized the necessity for flexible solutions that seamlessly integrate in-person and remote interactions, enhancing productivity and inclusivity.  

Future of Customer Experience (CX): Blair Pleasant (COMMfusion) moderated the session "Unified CX Strategy: Bridging the Gaps in Enterprise Customer Interactions," featuring panelist Chris Morrissey from our new partner Zoom and others. The discussion focused on integrating various communication channels to provide a seamless customer journey. The panel highlighted the importance of leveraging data analytics to personalize interactions and improve customer satisfaction. Blair also participated in the keynote, “What's the Case for AI in the Enterprise?" and explored the applications and benefits of artificial intelligence in enterprise settings, highlighting how AI can enhance operational efficiency, improve customer experiences, and drive innovation across different business functions.

Agentic AI: The "What's the Case for AI in the Enterprise?" keynote panel, moderated by Jim Burton and Eric Krapf, included experts such as Antony Passemard (Google) and Himanshu Suri (Amazon Connect)—discussions centered on the transformative role of Agentic AI in automating workflows and enhancing decision-making processes. The panel underscored AI's potential to revolutionize business communications by proactively addressing user needs and streamlining operations. 

Future of Unified Communications

A recurring theme of the conference was the convergence of UC and CX technologies. This integration aims to create cohesive platforms that enhance employee collaboration and customer engagement. For instance, starting April 2025, customers with Microsoft Teams Phone and Dynamics 365 Contact Center can leverage Teams Phone as a unified solution for UCaaS and CCaaS needs, streamlining communication infrastructures. 

What this Means for Mitel and Hybrid Communications

The conversation and developments at Enterprise Connect 2025 confirmed that Mitel is well-positioned in a fast-moving market. Not only was Mitel delivering upon excellent customer experience AI capabilities with the launch of Mitel CX and other forward-looking demos, but the commentary from analysts and the developments from competitors confirm that:

• The market is converging UC and CX capabilities to deliver solutions for the entire workforce.
• The market continues to seek hybrid communications solutions when looking for how AI solutions will evolve UC & CX, and with AI advancements in Agentic AI and other opportunities for AI, delivery at the Edge, at the heart of Mitel solutions, will be evermore important.

Mitel is well-positioned to take advantage of these technology shifts while delivering practical AI solutions to its customer base.

Looking Ahead: Enterprise Connect Moves to Las Vegas in 2026

One of the most significant announcements from the event was that Enterprise Connect will move to Las Vegas next year. This shift signals the event’s continued expansion, promising an even bigger stage for industry leaders to explore the future of enterprise communications.

Mitel continues to lead conversations on hybrid UC, AI-driven CX, and the evolving enterprise communications landscape. Stay tuned for more insights as the industry moves forward!