Coming Spring 2025

Mitel CX

Re-image your customer experience (CX) with Mitel’s all-in-one AI-assisted contact center solution that orchestrates personalized experiences across every customer interaction for superior results.

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Coming Spring 2025

Mitel CX

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Re-image your customer experience (CX) with Mitel’s all-in-one AI-assisted contact center solution that orchestrates personalized experiences across every customer interaction for superior results.

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Benefits of Mitel CX

All-in-One Platform

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Mitel CX is a complete customer and employee engagement platform that minimizes the pain and frustration of having to integrate point solutions from multiple vendors.

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GenAI powered virtual agents that provide intelligent automation of repetitive tasks and repeated problem resolution, leaving complex inquiries to human agents assisted by GenAI knowledge bases for optimal CX and cost effectiveness.

Single Pane of Glass​

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Built on Mitel’s Common Communications Framework, Mitel CX’s fully-converged single pane of glass experience for agents and knowledge workers boosts employee engagement and optimizes first-contact resolution.

Your CX, Your Way​

With Mitel CX’s Workflow and Chatbot Builder, you have the freedom and control to design your CX your way without the added complexity and cost of relying on people with specialized skills to build it for you.

AI-Enhanced Insights​

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Gain deeper customer insights, expose customer needs and identify areas of improvement with AI-enhanced insights that increase customer satisfaction and improve agent performance faster than ever before.

Industry Tailored​

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Deeply embedded into your critical business processes and applications, Mitel CX delivers a frictionless agent experience that fits seamlessly within your IT stack.

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AI and automation are no longer optional for businesses looking to deliver a superior customer experience. 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.

- Blair Pleasant, president and principal analyst at COMMfusion

TRANSFORM CUSTOMER AND EMPLOYEE EXPERIENCES​

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    Deliver Multi-Modal Omnichannel Customer Experiences​

    Engage with customers where they are with multi-modal omnichannel customer journeys that seamlessly pivot between channels for enriched customer experiences. Increase customer satisfaction (CSAT) scores, improve first contact resolution (FCR) rates and elevate net promoter scores (NPS).
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    Continually Improve​

    Monitor and improve interaction quality, satisfaction, and performance by measuring your virtual and human agent KPIs, review interaction transcripts, and analyze customer sentiment in real time - giving you the data necessary for continuous improvement.
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    Automate Customer Service​

    Serve double the customers with the same amount of agents with customer-friendly GenAI virtual agents that can automate customer service by handling up to 90% of customer inquiries.

    By setting up your virtual agents to support repetitive tasks and basic queries, your agents can focus on more profitable customer engagements.
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    Enhance Agent Effectiveness

    Empower agents with presence, chat and contact directory to find and collaborate with employees quickly and efficiently to drive first-contact resolution.

    Double your agents’ output with a host of live agent tools that save time - including AI Agent Assist, Real-Time Automatic Translation, Suggested Responses, Interaction Summaries and more.
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    Optimize Operations​

    Drive efficiency and growth with visual dashboards and reports that provide actionable AI-infused virtual and human agent optimization, suggestions and QA automation.

    Gain data-driven insights into your most important goals via visualization tools like PowerBI and give supervisors a real-time and historical view of key metrics - including interaction volumes, queue times, average wait / handle times, and more.

Features

  • AI Knowledge Base Builder
  • No-Code Virtual Agent creator
  • GenAI powered Virtual Agents and Agent Assistants
  • Multi-Language support
  • Supervisor Monitoring
  • Data-Driven Skills-Based Routing
  • Voice, Chat, SMS, Email, Video, Social Messaging, and 3rd party media
  • Self-Service IVR with Speech Recognition and Text-to-Speech
  • Expected wait time and position in queue announcements
  • Workflow Designer
  • Standard and customizable real-time dashboards and historical reports
  • Omnichannel case management
  • Agent Tools (canned messages, suggested responses, grammar checker, automatic translations, interaction summaries and next step advice)
  • Supervisor AI
  • Screen and File Sharing
  • Business Intelligence Analytics with GenAI-infused Insights
  • Outbound Campaign Management
  • Scheduled and real-time callbacks
  • Single Agent and Supervisor interface with presence and messaging
  • Interaction Recording, Quality Management, and Speech Analytics with AI-powered Insights
  • Built-in Workforce Scheduling with optional Workforce Management
  • Standard & customized CRM integrations via REST APIs and toolkit

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