Reliable, compliant communication keeps care teams connected and patients informed. Mitel CX provides secure, high-quality interactions for consistent, high-quality care.
Modules :
- ● Interaction Recording
- ● Quality Management
- ● Speech Analytics
Mitel CX
Customer Engagement, Powered by Insight
Every interaction is a chance to strengthen the customer relationship. Mitel CX turns voice, digital, and AI-assisted conversations into connected experiences that build trust and loyalty. With real-time visibility, advanced reporting, and intelligent automation, Mitel CX helps enterprises engage customers with precision, adapt quickly to their needs, and deliver service that keeps them coming back.
Benefits ofMitel CX
Trusted and Proven Over Decades
Backed by 50 years of communications innovation and 20 years of contact center expertise, Mitel CX delivers a secure, proven platform that enterprises trust to keep every customer interaction clear and connected.
Insight That Elevates Every Interaction
Too often, conversations end without action. Mitel CX turns voice and digital interactions into business intelligence, empowering line-of-business leaders to uncover trends, improve outcomes, and drive ROI.
Empowered Agents, Engaged Customers
When agents have the right tools, service quality follows. Mitel CX gives them AI-driven guidance, real-time visibility, and intelligent workflows that reduce effort and improve results—turning every interaction into a more efficient, satisfying customer experience.
Mitel CX Ecosystemfor Industry Needs
For Hospitals & Healthcare
For IT & HR Help Desks
Real-time insights and automation reduces resolution time, supports employees, and eases service desk strain.
Modules :
- ● AI Virtual Agent
- ● Workforce Management
- ● Real-Time Dashboards
For Financial Services
Integrated analytics gives financial institutions the visibility to enhance customer trust, ensure compliance, and improve service efficiency.
Modules:
- ● Quality Management
- ● Speech Analytics
- ● Interaction Recording
KeyFeatures
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Enterprise-Grade Communication & Engagement
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Built on decades of Mitel expertise, Mitel CX ensures dependable interactions as the foundation of exceptional customer engagement.
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Manages calls, chat, social, video, and digital channels to deliver consistent, connected experiences across customer touchpoints.
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Transforms conversation tone, keywords, and sentiment into actionable insights for proactive engagement and improved outcomes.
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Actionable Insights & Reporting
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Give supervisors visibility into queues, service levels, and agent activity for instant course corrections.
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Track performance trends across teams, campaigns, or time periods to guide planning and investment.
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Automate scoring of customer interactions to improve compliance, coaching, and service consistency.
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Scalable Workforce Optimization
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Predict staffing needs and automate shift planning to balance workloads and reduce agent stress.
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Monitor occupancy, activity, and burnout indicators to support well-being while sustaining performance.
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Connect with CRMs, ERP systems, and other front/back office systems to extend reporting and workflow automation across the organization.
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White Paper
Read More
CX in the Ageof Call Intelligence
Explore how leading organizations are using conversation intelligence to uncover insights, improve customer engagement, and drive better business outcomes with Mitel CX.
Mitel CXin Action
TruStone Financial Credit Union
After a merger that doubled its membership, TruStone deployed Mitel MiContact Center to maintain reliable, high-quality service. Real-time reporting and integrated workflows improved efficiency and visibility, while collaboration with BSB Communications strengthened member support and set the stage for continued innovation.
VfL Wolfsburg
The German football club partnered with Mitel to unify communications across its arena, offices, and training facilities. With advanced contact center and collaboration tools, VfL Wolfsburg improved efficiency, strengthened security, and enhanced the fan experience through faster response times and more reliable connections—building a foundation for future-ready, connected operations on and off the pitch.
Dusit Thani Abu Dhabi
Dusit Thani Abu Dhabi modernized its decade-old system with Mitel’s contact center and telephony solutions, unifying 1,570 extensions. With skill-based routing, CRM integration, and social media connectivity, the luxury hotel improved call handling, boosted efficiency, and elevated the guest experience
Healthspan
Healthspan, one of the UK’s largest direct-to-consumer supplement brands, integrated Mitel contact center solutions with Talkative AI to scale support. With automation handling digital inquiries and dashboards providing real-time visibility, they achieved an 88% AI resolution rate, improved efficiency, and boosted customer satisfaction .
Awards
Services for YourContact Center Strategy
Mitel Services help design, implement, and optimize CX solutions aligned to your business and customer engagement goals.
- Consulting : Expert guidance to map customer journeys, reporting needs, and integration strategies.
- Deployment : Streamlined setup, configuration, and data migration for a seamless go-live.
- Support : Continuous monitoring, updates, and optimization to keep your contact center performing at its best.
Build Your Contact Center,Your Way
Real-Time Engagement
Support live customer interactions across voice and digital channels.
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Self-Service Experiences
Deflect routine inquiries and provide 24/7 support options.
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Agent Tools
Help agents work efficiently and deliver consistent service.
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Reporting & Analytics
Measure performance and identify areas for improvement.
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Management & Compliance
Provide supervisors and IT with oversight and governance tools.
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Integration & Extensibility
Connect CX with existing systems and scale as needed.
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Mitel CX Subscriptions
Get the full power of Mitel CX: AI-driven innovation, reliability, and performance in a flexible subscription model.
Choose from four user profiles and optional add-ons to match every role’s needs.
Scale up or down anytime, deploy in the cloud or on-premises, and stay current with automatic updates and 24/7 support.
| Multi-channel engagement without voice | Teams focused on inbound calls | Full omnichannel + AI-assisted engagement | Advanced compliance & AI needs | |
|---|---|---|---|---|
| Subscriptions | CX Essential Digital | CX Essential Voice | CX Premier | CX Elite |
| Omnichannel Engagement |
Chat SMS Social Media Open Media |
Voice |
CX Essential Digital and Voice plus: AI-Assisted Live Chat Video Chat Screensharing AI interactions purchased separately |
CX Premier plus 50 AI interactions included |
| Self-Service & Automation |
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Basic IVR |
CX Essential Voice plus: Outbound Campaigns AI Virtual Agent Chatbot & Voicebots (AI interactions purchased separately) |
CX Premier plus 50 AI interactions included |
| Recording & Quality Management |
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Basic Call Recording |
Advanced Call & Screen Recording Basic Quality Management |
CX Premier plus: Advanced Quality Management Emotion Detection Recording Encryption with Key Management |
| Performance Management |
Real-time Dashboards Historical Reporting including Customer Journey |
Real-time Dashboards Historical Reporting including Customer Journey Interaction Analytics |
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| Agent & Supervisor Tools | Screen-pop CRM/WFM Connector Advanced Supervisors (Unlimited Licenses) 2 Administrator Licenses | |||
| Security & Administration1 | 24×7×365 Support Software & Security Updates | |||
| Optional Add-Ons | ||||
|---|---|---|---|---|
| Administration & Control | Administrator User Workforce Management | |||
| Customer Engagement & Automation | Outbound Campaign Management AI Virtual Agent AI Assisted Chat SMS WhatsApp Video Chat Screensharing Advanced IVR Speech Recognition & Text-to-Speech | |||
| Analytics & Intelligence | AI Interactions Speech & Desktop Analytics2 AI Insights | |||
| Quality & Compliance | Interaction Recording2 Quality Management2 | |||
| Reliability & Continuity | High Availability / Disaster Recovery | |||
