Mitel has launched Mitel CX, an AI-driven platform that allows organizations to enhance engagement, streamline operations, and exceed the expectations of today’s digitally savvy consumers.
As customers demand faster, more tailored interactions, businesses invest heavily in communication technologies to stay competitive. Recent Techaisle research reveals that improving engagement touchpoints is the top priority, with over half of organizations highlighting AI and virtual assistants as key capabilities when selecting a CX provider.
“Customer experience goes well beyond the contact center – it’s central to brand reputation and maximizing revenue. As customer expectations evolve, technology can become a strategic advantage. Mitel CX extends customer engagement capabilities to all employees, aligning communications across departments to create a cohesive CX environment and more meaningful customer interactions,” said Martin Bitzinger, Mitel Senior Vice President of Product Management.
Mitel CX provides a unified approach to customer engagement, allowing businesses to deliver seamless, omnichannel support through AI-driven features. Whether through voice, video, chat, or social media, organizations can connect with customers wherever they are. The platform’s integration with Mitel’s unified communications (UC) solutions ensures that CX capabilities extend beyond traditional contact centres, enabling all employees to collaborate and resolve customer issues efficiently.
Recognizing the growing preference for hybrid cloud strategies, Mitel CX combines the simplicity of Contact Center as a Service (CCaaS) with the operational control of hybrid deployment models. This enables businesses to balance reliability, compliance, and flexibility, ensuring they can meet operational and regulatory demands in the era of AI.
Mitel CX provides intelligent tools designed to enhance customer interactions, including GenAI Virtual Agents that automate routine inquiries, freeing agents to handle more complex issues. Moreover, its workflow automation feature simplifies daily tasks with a low-code/no-code interface, enabling quick optimization. Real-time analytics offer actionable insights to drive better decision-making and engagement strategies, while omnichannel support ensures seamless customer experiences across multiple platforms.