Mitel CX: A New AI-Assisted Customer Experience Platform

Customer experience (CX) has undergone a profound transformation. Not long ago, it was siloed as a standalone function, fragmenting the view of the customer. Today, CX is a shared responsibility intersecting with critical business processes, making it central to organizational success. With the emergence of generative AI promising to drive business growth and operational efficiency, CX is transcending the traditional contact center and becoming a strategic priority for CIOs, reshaping how organizations deliver value.

Mitel CX, our new AI-assisted customer experience platform, has stepped in to help fulfill these new demands by empowering organizations of all sizes to support modern customer engagement strategies with AI-driven agent and supervisor experiences. It also provides the operational control, reliability, and security unique to hybrid communications solutions. This approach mitigates business continuity risks and ensures localized data control—essential for leveraging generative AI in regulated industries and geographic markets.

Contact Centers: From Cost Reduction to Strategic Growth

Over the past two decades, CX has evolved from a cost center to a strategic powerhouse that drives revenue, shapes brand identity, and determines organizational success in a competitive market.

Decades ago, businesses pursued cost reductions by offshoring customer service to low-cost countries. These resource-heavy operations relied on lower-skilled workers to deliver a minimum viable customer experience. CIOs and CFOs, focused on operational efficiency, reduced costs by relocating contact centers as much as possible, ultimately isolating customer experiences from the rest of the organization.

More recently, a wave of transformation has seen businesses adopt Contact Center as a Service (CCaaS) solutions, outsourcing technology management to third-party providers. This shift promised streamlined operations and focused on business processes rather than infrastructure.

While these strategies achieved cost savings, they often overlooked the most critical element: the customer. We believe there’s a better way—one that balances operational efficiency with exceptional customer experiences.

Evolving CX Dynamics

Today’s CX landscape is far more complex. Companies face evolving market dynamics, new customer contact channels, generative AI technologies, and diverse deployment options. The focus has shifted from minimizing costs to creating meaningful, business-generating customer interactions.

CIOs must navigate this intricate environment, leveraging AI for routine tasks while deploying human resources for strategic, high-value engagements. They also face challenges like omnichannel CX, cloud hosting decisions, data security, and regulatory compliance amid unpredictable AI and data privacy laws shifts.

56% of organizations are looking to modernize their communications infrastructure to be able to harness AI for efficiency and customer experience¹

This underscores the need for CIOs to regain control over critical CX infrastructure. Generative AI offers transformative opportunities, but outsourcing sensitive data to external platforms also introduces new risks. A hybrid communications approach offers an ideal alternative.

Mitel CX: Redefining the Future of Customer Engagement

A hybrid communication landscape, which brings together unified communications (UC) deployment options, customer experience, integrated workflows, and purpose-built applications, has been Mitel’s focus for over 50 years. This foundation inspired the creation of the new Mitel CX platform.

Mitel CX offers a holistic approach to customer engagement, enabling organizations to deliver faster, personalized service while boosting employee productivity. Our all-in-one platform supports omnichannel, AI-powered interactions with virtual assistants, voice, video, chat, social media, and analytics. It also includes a workforce management suite, outbound contact capabilities, advanced analytics, and comprehensive administration tools.

Key generative AI capabilities include:

AI Chat Virtual Assistant

Powered by generative AI and large language models (LLMs), Mitel CX Virtual Assistants automate up to 88% of customer queries with accurate, human-like responses.

AI-Enhanced Live Chat

Integrated directly into Mitel CX clients, this feature boosts agent performance with real-time response suggestions, next-step guidance, and internal-facing virtual assistants.

AI Assistant Builder

Enables businesses to create and manage databases for Generative AI to assess customer interactions, analyze company data, and generate precise responses.

AI-driven Transcription and Sentiment Analysis

Automatically transcribe customer interactions for seamless CRM integration and assess real-time sentiment using keyword and emotional language analysis.

AI-Powered Language Translation

Facilitate near real-time multilingual communication, enabling agents to engage customers in their preferred language.

AI-Driven Supervisor Tools

Equip supervisors with tools to coach, assess, and manage agent teams effectively, driving optimal customer experiences.

AI-Powered Analytics

Deliver deep insights through advanced analytics and reporting, empowering MiContact Center Business and Enterprise users to continually improve CX, operational efficiency, and performance.

Designed for Simplicity and Scalability

Mitel CX’s "single pane of glass" interface allows CX managers to customize user layouts through drop-in widgets. Agents can manage omnichannel interactions, integrate with their preferred meetings platform, and collaborate seamlessly. Supervisors gain additional tools like whisper coaching and barge-in capabilities to support teams in the moment.

Beyond the contact center, employees with focused CX needs can use simplified interfaces tailored to their roles. Mitel CX combines OpenScape Contact Center technology with intuitive UI design, integrated CX applications, and third-party tools via the Mitel Solutions Alliance program.

By combining OpenScape Contact Center technologies, including OpenScape Media Server, Mitel CX also offers the agent seat scalability an enterprise would expect while retaining control over its communication architecture.

Flexible Deployment

Mitel CX’s hybrid approach provides unparalleled flexibility:

• Deployment via Cloud, On-Premises, or Hybrid: Customers can choose their preferred model, including public or private clouds, dedicated on-premises solutions, or a combination hybrid approach.


• Subscription or Upfront Billing: Subscription-first pricing ensures simplicity, with upfront payment options available for specific capital expense budgeting needs.


• Managed Services: Mitel’s Global Managed Services team offers end-to-end management for customers seeking a fully outsourced solution.

This flexibility makes Mitel CX an ideal alternative for organizations considering a move to CCaaS or perhaps re-evaluating prior CCaaS purchases, enabling them with modern CX capabilities while maintaining control over their communication infrastructure. For customers seeking a CCaaS-like approach, Mitel CX can be deployed in the public cloud with the scalability to support as many tenants as needed. It offers robust features and integrations to drive business success, delivered as a subscription offering, and fully managed by Mitel or a preferred partner. In short, Mitel CX delivers everything a CCaaS solution has to offer—and more.

Looking Ahead

With Mitel CX, we’re redefining what it means to deliver exceptional customer experiences. Our solution bridges the gap between CCaaS simplicity and enterprise-grade flexibility, offering customers a clear path to modernizing their customer engagement capabilities.

With an expected release in early Q1 2025, we’re excited about the opportunities Mitel CX presents and look forward to sharing more insights.

Learn more about how Mitel can support your CX vision:

• Mitel Launches New AI-Powered Customer Experience Platform, Mitel CX


• Mitel Positioned as Leader - Aragon Intelligent Contact Center Globe Report


• Mitel Strengthens Hybrid UC Solutions with Common Framework, New Secure Cloud Offerings

1. Techaisle Study. The Evolving Landscape of Business Communications. 2024