Built for the seconds that decide every retail outcome.
Retail runs on decisions made in seconds — a customer walking away, a shelf running empty, a threat on the shop floor. Mitel connects store teams, contact centers, warehouses, and HQ into one platform built for the pace and pressure of modern retail.
multi-site and global
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Retail teams work better with tools built for their needs.
Frontline turnover is climbing, customer expectations have outpaced in-store tools, and fragmented communication has become a boardroom-level risk. That's the operating reality for retail IT and operations leaders today.
of frontline retail workers feel pressured to "make it work" with communication tools that weren't designed for their needs. The problem isn't a lack of tools — it's too much of the wrong kind.
of frontline workers turn to non-approved channels — personal phones, consumer chat apps — to get the job done when approved tools fall short, opening the door to compliance and security risk.
of retail workers rely on public, free AI tools instead of approved ones, a clear sign that existing systems aren't meeting the moment for a mobile, frontline workforce.
Communication that works wherever retail is happening.
Mitel solutions are built around the outcomes that matter most to retail leaders: stores that never go dark, associates who spend their shift with customers instead of tools, and a shopper experience that's consistent everywhere they show up.
Keep every store running, through any disruption.
Cyberattacks, equipment failures, organized retail crime: these are the moments when store communications matter most. Mitel keeps critical communications online through each disruption.
- Communications that don't depend on the rest of ITStore and security teams stay connected even when broader systems are under attack or offline.
- Equipment failures caught before they become outagesMission-critical communication systems monitor refrigeration, diagnostics, and fulfilment lines and routes faults immediately.
- Coordinated incident response, in secondsMass notifications reach store teams and security the moment a threat is detected.
The 2025 UK retail cyberattacks were classified as a Category 2 systemic event. Downtime isn't an IT inconvenience anymore — it's a board-level risk with a customer-facing cost.
Business Continuity
Communications that work the way store teams do.
Getting an answer often means stepping away from the customer to find it. Mitel keeps associates connected with AI-enabled hands-free devices connected to Mitel Workflow Studio, giving them instant access to all the information they need.
- Hands-free, voice-activated communicationThe Mitel H60 DECT headset connects associates to the right colleague instantly, both hands still on the task.
- Voice-activated stock and pricing lookupsWorkflow Studio connects headset commands directly to inventory systems — no walk to a terminal required.
- Discreet duress alerts with automatic escalationA panic button pinpoints the associate's location and opens two-way communication the instant a threat is recognized.
When communication is built into the associate's hands, not a terminal across the store, staff spend less time hunting for information — in an industry where frontline turnover already runs above 60%.
Frontline Workflows
The first lost sale is often a call that didn't connect.
Shoppers who can reach you easily are shoppers who stay loyal. Mitel makes every interaction work the way customers expect it to, from the first call to the follow-up.
- Omnichannel routing that keeps contextContact center and store teams share the same customer view across voice, chat, and digital channels.
- AI-powered personalization at scaleMultilingual virtual assistants and recommendation engines drive conversion without adding headcount.
- Consistent service across every locationThe same experience whether a customer calls, chats, or walks into any store in the estate.
76% of shoppers say they'll switch to a competitor without a personalized interaction. Customer experience isn't a differentiator anymore — it's the baseline.
Customer Experience
The capabilities behind every store, warehouse, and contact center interaction, from the sales floor to HQ.
The right tool depends on the challenge you're looking to solve. These are the Mitel products most commonly deployed across retail environments.
H60 DECT Headset
Hands-free, voice-activated communication built for the sales floor and the stockroom.
Mitel Workflow Studio
Low-code workflows that automate stock checks, task routing, and AI-driven alerts.
OpenScape Alarm Response
Automated alerting that catches equipment failures before they become outages.
Mitel CX
Customers reach the right person first time, on every channel.
Critical Event Management
Real-time threat intelligence and coordinated incident response across the estate.
Business Platforms
Resilient voice across every store: on-premises, cloud, or hybrid.
Meet some of the retailers running on Mitel.
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Learn more →Your retail communication questions, answered.
What retail challenges does Mitel address?
How does Mitel help reduce frontline turnover?
What is the Mitel H60 DECT Headset?
How does Mitel improve customer experience in-store and in the contact center?
Can Mitel support on-site, private cloud, and hybrid deployments?
How does Mitel help retailers respond to security incidents and loss prevention?
What integrations are available for retail systems like ERP, CRM, and inventory?
Can Mitel scale across large, multi-format retail estates?
Get in touch with our retail team.
Share a few details about your organisation and we'll connect you with a Mitel specialist familiar with retail deployments and compliance requirements.
- Architecture review of your current voice and mobility deployment
- Reference customers in your size band, on request
- Response within 1 business day
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