Unlocking Customer Experience Potential: Mitel Leads with AI and Hybrid Strategies

Customer expectations are shifting faster than ever. AI-enabled experiences for self-service, omnichannel engagement, and workforce optimization are transforming the contact center landscape, allowing organizations to reimagine how they improve productivity, upskill agents, and drive customer loyalty.

Yet many businesses remain stuck with rigid and outdated systems that limit their agility, ability to reduce cost and complexity, and ability to deliver new innovative capabilities, leaving them at a competitive disadvantage. Meanwhile, IT leaders face mounting pressure to integrate AI, enhance operational efficiency, and maintain security and compliance—all while controlling costs.

Organizations must modernize their customer experience (CX) strategies to stay ahead. This means adopting AI-assisted solutions that enhance efficiency, empower agents, and improve customer satisfaction—all while ensuring security, compliance, and cost control. Achieving this transformation requires a proven expert with proven solutions.

A Trusted Partner in CX Transformation

With more than 50 years of experience, Mitel understands that no two organizations are identical. We help organizations in over 100 countries determine a logical path from their current state to a future state that unlocks their business's potential and maximizes the value they can deliver to their customers.

The depth of Mitel’s hybrid solution portfolio, complemented by its global professional services organization, means that organizations have the flexibility to choose the right set of technologies to address specific security and resiliency requirements, delivered through either a CAPEX or OPEX commercial model.

Mitel believes that enriching customer experience is a growth enabler. Our approach prioritizes evaluating an organization’s current environment as well as business and technical requirements to determine the best path forward utilizing either Mitel-developed solutions, like Mitel CX, or, depending on requirements, products from strategic partners like Genesys, all embedded into critical enterprise workflows.

Built for the Hybrid Communications Future

A Mitel Unified Communications (UC) solution powers one in five global seats, and more than 70% of organizations are prioritizing a hybrid communications strategy. We built our customer engagement platform, Mitel CX, for these new and existing customers. Delivering a next-generation platform combining the best AI-assisted automation with the control, resiliency, and flexibility to host the solution on-premises or from a customer, partner, or Mitel-hosted cloud. With seamless integrations into critical business workflows— Mitel CX empowers mid-market and enterprise organizations to define their digital transformation journey on their terms, at their own pace, without limiting themselves to adopting emerging technologies like AI.

Some large organizations need to support call centers at a much larger scale, exceeding 1,200 agents, and, in some cases, prefer a multitenant cloud-delivered solution. For these organizations, Mitel offers an alternative CCaaS solution with the same level of support and professional and managed services.

A hybrid communications strategy does not need to equate to a fragmented solution experience. Mitel's Common Communication Framework (MCCF) ensures a seamless and integrated solution experience across our portfolio, with the flexibility to choose and even mix deployment options across lines of business and geographies, including on-premises and in the cloud—private, public, or hybrid.

Beyond technology, Mitel Services plays a pivotal role in our CX strategy. Our Contact Center Center of Excellence strengthens our channel partners' service capabilities and, in key scenarios, enables Mitel to offer direct managed and implementation services. With the acquisition of Unify, we have further expanded our service expertise, creating a best-in-class support ecosystem that benefits both partners and enterprise customers.

To fully optimize customer experience, organizations must take a holistic approach—one that unifies CX and UC rather than treating them as separate silos. A strong communications foundation is essential for seamless collaboration between frontline agents, knowledge workers, and AI-assisted automation. This is why Mitel champions an integrated strategy that aligns CX capabilities with enterprise-wide communication needs. Let’s review our approach in detail.

Hybrid Communications: The Ideal Model is UC & CX

Customer Experience (CX) extends an enterprise’s overall communication infrastructure. Given the diverse technology requirements across different industries, organization sizes, and geographies, CX architecture is a complex network of core capabilities and integrations designed to meet specific needs—such as omnichannel engagement, queuing, outbound communication, AI assistants, access to large amounts of company information, and Customer Resource Management (CRM) integration.

However, alongside CX requirements, enterprises also have distinct UC needs to support most of their employees.

At Mitel, we believe UC and CX infrastructure should be integrated:

• UC capabilities serve the communication needs of all employees, from knowledge workers to frontline workers.
• CX agents require AI-assisted support for coaching and upskilling, plus data-driven insights to deliver the best possible customer experience.
• CX staff must be able to collaborate with the broader organization to handle inquiries, solve problems, and drive new business while leveraging analytics and reporting to refine engagement strategies continuously.

CX capabilities must be seamlessly integrated with UC functionality to maximize the efficiency of communication tools. A hybrid approach ensures that customer interactions, workforce performance, and operational trends can be captured and analyzed across UC and CX environments, enabling organizations to optimize experiences proactively. By extending this flexibility across both UC and CX architectures, we deliver CX as a hybrid communications solution—empowering enterprises with AI-assisted automation, real-time analytics, and business intelligence to meet evolving customer expectations while driving internal efficiency.

Mitel’s CX Strategy: SaaS-Simple with Enterprise-Grade Control and Resilience

Understanding and addressing our customers’ challenges is our foundation for building valuable solutions. Our approach focuses on:

• Enhancing the end-customer experience
• Improving our customer satisfaction and referenceability (e.g., NPS)
• Addressing the competitive labor market challenges for CX agents
• Elevating product and service quality
• Automating tasks to boost productivity and reduce CX center costs
• Providing a simple, efficient, and cost-effective way for sales, marketing, services, and support teams to engage with customers through a common, easy-to-use UI

Mitel’s Customer Experience (CX) portfolio strategy is designed to meet these needs by balancing hybrid communications technology with integrated, SaaS-simple solutions. Throughout our history, innovation through acquisition has driven us toward a unified CX application strategy.

One in five seats worldwide is powered by a Mitel UC solution, and more than 92% of organizations are prioritizing a hybrid communications strategy.

Our goal is to deliver a single, open CX application platform built on a hybrid communications foundation—ensuring long-term value for customers and channel partners:

• Customers can evolve their CX applications and choose workflow technologies that best fit their needs.
• They can integrate new CX capabilities into a strong contact center foundation, adapting as their business grows.
• A hybrid approach ensures flexibility, security, compliance, and choice—without requiring a forklift upgrade to their communications infrastructure.
• Companies can maximize their CX investment and achieve a long-term positive ROI.

Mitel leverages CloudLink, our application integration fabric, along with Mitel’s Common Communications Framework, our open integration architecture, to support this strategy and enable smooth migrations from legacy contact centers to a modern CX platform.

CloudLink allows us to:

• Rapidly apply the best new technologies to both cloud and on-premises CX solutions
• Seamlessly integrate best-of-breed technology partners into our CX ecosystem
• Develop migration paths and programs that help customers transition their CX solutions while maintaining core UC call control integration

Customer Experience: A Hub for AI-Assisted Capabilities

In an omnichannel CX environment, GenAI virtual agents manage inbound queues, triage customer inquiries, provide initial responses, and escalate to agents as needed. AI assistants support agents by suggesting resources and optimizing workflows, ensuring CX staff focus on prioritized interactions with AI in parallel support. Mitel has embraced this shift, incorporating GenAI into our CX products to enhance efficiency and satisfaction. CX is a prime area for AI innovation, and Mitel's strategy is built to capitalize on this evolution.

Frontline Workers: Core to Our CX Strategy

It may seem obvious that communication solutions should serve all employees across the enterprise. However, many vendors focus on a limited segment, often prioritizing knowledge workers while overlooking that frontline workers outnumber them by a ratio of 5:1.

While some companies cater primarily to knowledge workers, Mitel’s solutions are designed to support both knowledge and frontline workers. Frontline communication solutions typically require a combination of hardware and software—one of Mitel’s core strengths—to meet the unique demands of field-based and customer-facing roles.

• Nurses need hands-free communication tools to respond to emergencies and provide patient care on the go.
• Teachers require simplified classroom solutions and specialized communication tools to engage with administrative staff, students, and parents.
• Field services need durable mobile devices and seamless connectivity to contact dispatch, access real-time job information, and collaborate with remote experts—enabling faster problem-solving and more efficient on-site results.
• Customer Experience (CX) Agents who primarily work at a desk in customer-facing roles have specific technology requirements. They rely on specialized tools—including GenAI-powered assistants for rapid information retrieval—to deliver exceptional customer experiences. Among various frontline worker types, CX agents may be the most significant group Mitel serves.

Most importantly, only a hybrid communications system can effectively support all worker types—knowledge and frontline—while meeting an enterprise’s collective communication and customer experience needs. At Mitel, true enterprise-wide communication requires flexibility, ensuring every employee has the right tools to stay connected and productive regardless of role.

THE MITEL CX SOLUTIONS LINEUP

Mitel CX: A Unified Hybrid CX Experience

Mitel CX is our next-generation CX platform, designed with the best capabilities and experiences from heritage Unify and Mitel solutions and GenAI innovations. With AI Agent Assist, Virtual Agents, Transcription, Language Support, Call Recording AI Insights, CX Outbound, and robust Analytics, Mitel CX empowers businesses to enhance customer engagement while improving operational efficiency.

Mitel CX is more than just a contact center solution—it is a comprehensive, forward-thinking platform that empowers organizations to elevate customer interactions, optimize business communications, and achieve sustained success. By combining AI-driven intelligence, hybrid deployment flexibility, and deep expertise in enterprise communications, Mitel is redefining the future of customer experience.

Built on CloudLink, Mitel CX perfectly balances native Mitel functionality and open integration flexibility. This allows our customers and channel partners to seamlessly incorporate third-party technologies, ensuring they can tailor their CX solutions to meet evolving business needs.

A Seamless Migration Path to the Future

Mitel is committed to ensuring a smooth transition for customers moving from our existing Contact Center solutions to Mitel CX—on their terms and timeline. We recognize that organizations have varying requirements, and our migration paths are designed to provide continuity, minimizing disruption while unlocking the advantages of AI-driven customer experience. General availability is expected in March 2025, with a roadmap for future enhancements.

Cloud-first CX Solutions for Large Enterprises

For large enterprises pursuing a cloud-first CX strategy, we partner with leaders who bring a comprehensive platform embedded with native AI to the market. An advanced, cloud-first approach combined with Mitel's broad portfolio and transformative professional services means accelerated value for customers of all geographies and sectors, including highly regulated industries.

Enhance Your CX Strategy with Mitel

As you can see, Mitel’s CX solutions offer something for every organization. Connect with a Mitel expert to explore how our AI-powered CX solutions can transform your business.