With Mitel’s financial restructuring behind us, some may expect a shift in direction. But at Mitel, we see this as an inflection point – a ramp to accelerate, not a detour. The market is moving steadily towards hybrid communications, and Mitel’s long-standing strategy is purpose-built for this future. The opportunity isn’t to pivot. It’s to push forward with clarity and confidence, executing the strategy we've carefully shaped over the past several years.
The Strategy Endures: Stronger and Sharper Focused
On June 23, 2025, we announced the completion of our financial restructuring, significantly reduced debt, and strengthened our position in the Unified Communications (UC) market. Just days later, on July 1, we introduced a newly formed Board of Directors, comprised of seasoned technology and enterprise communication leaders. Together, these milestones sharpen our executional agility and precision.
This is not a reset. It’s an acceleration.
From the outset, Mitel’s strategy has been clear: deliver world-class hybrid communications solutions that empower all types of workers - remote, hybrid, frontline, or office-based. Our restructuring was a means to fuel this vision: unlocking investment, increasing focus, and building momentum. As outlined in previous blogs on portfolio strategy, innovation alignment, hybrid communications blueprint, and AI-led CX evolution, we are not chasing headlines. We are building a long-term strategy aligned with enterprise needs - and delivering on it.
Delivering on the Promise of Hybrid Communications
In the past nine months, we’ve turned strategy into action.
We launched Generative AI within Mitel Interaction Recording (MIR), our first major move into Generative AI. We introduced summary and sentiment detection, visual AI insights, and compliance management, which are transforming how customers approach call insights, compliance, and coaching.
In parallel, our strategic partnership with Zoom resulted in a deeply integrated, AI-powered hybrid workplace solution, tailored to frontline workers. Delivered to Mitel’s OpenScape Voice, OpenScape 4000, and MiVoice Business platforms in February, this solution bridges Mitel’s frontline communications expertise and Zoom Workplaces’ cloud collaboration capabilities. The result: a true hybrid experience serving the full workforce with flexibility, intelligence, and scale. Customers can now choose between Zoom or Microsoft Teams (via existing integrations) to support frontline workers.
In March, we launched Mitel CX, our next-generation, AI-powered customer experience platform. Mitel CX leverages Generative AI to elevate interactions through virtual agents, agent assistants, transcription, translation, and next-step recommendations, enabling live agents to focus on high-value customer engagements. Designed for easy integration with Mitel UC solutions and third-party applications, Mitel CX provides a flexible, modern foundation for customer engagement.
Beyond these key milestones, we’ve consistently delivered innovations:
- Workflow Studio, a low-code/no-code builder, lets customers and partners create custom AI-enhanced communications workflows
- In hospitality, our Conversational AI Receptionist offers guests an intelligent, seamless first point of contact.
- In the U.S. public sector, we have achieved JITC certification for OpenScape Xpert with the OpenScape Voice platform, a critical milestone for the U.S. Department of Defense and federal agencies.
The message is clear: Mitel is not standing still. We are executing.
Looking Forward: Deepening the Hybrid Workforce Experience
Our focus over the next 6–9 months remains firmly on expanding hybrid communications, with a drive toward depth and tailored experiences.
Next, Mitel CX will integrate more tightly with our UC solutions, allowing agents to communicate and collaborate directly from the Mitel CX interface. Workflow Studio will continue to evolve, giving customer experience leaders even greater control to customize workflows and interactions.
Our broader vision? A unified, flexible app serving the entire workforce, frontline and knowledge workers alike. This “one app” approach will empower the workforce to customize their communications experience based on their role, needs, and preferences.
By year’s end, we’ll further deepen our Zoom partnership, expand our hybrid communications solutions, and launch new vertical-specific offerings tailored to front-line teams in retail, healthcare, financial services, and transportation/dispatch.
While many competitors continue to pursue cloud-only narratives, Mitel’s hybrid approach is gaining traction because real-world organizations need flexibility, choice, and control. They expect solutions that adapt to them, not the other way around.
Staying the Course: A Strategy Built for the Next Five Years
At Mitel, we’re not following trends. We’re leading with purpose, driven by customer reality. Hybrid Communications isn’t a stopgap—it’s the future. With a strengthened capital structure, an experienced board, and a clear product roadmap, we’re poised to lead.
Our mission is unchanged:
We’ve spent the past several years aligning every part of our company,- R&D, partnerships, customer support, and go-to-market – around a single, long-term strategy. Our goal: help businesses modernize communications in a hybrid world. That focus is now delivering results.
We’re ready for what’s next. Through relentless, methodical execution, we’re delivering on our hybrid communications promise, providing the choice, flexibility, and control enterprises need to build communications that serve their entire workforce.
