Mitel has launched a new “customer experience management platform” targeting contact centers: Mitel CX.
Essentially, it’s a CCaaS platform, leveraging the cloud contact center foundation Mitel acquired from Atos in 2023 as part of its Unify roll-up.
Additionally, the platform includes AI capabilities that Mitel has secured via an OEM relationship with Talkative.
The announcement is a significant shift in strategy from the vendor.
Until now, Mitel has partnered with other public CCaaS providers, such as Five9 and NICE, to move their on-premise contact center customers to the cloud.
In doing so, Mitel took a piece of the pie for itself. But now, the company appears to be going for the whole dessert.
Yet, it will likely give its on-premise customers the choice: a full-scale CCaaS transformation with its partners or a slower transformation with Mitel CX.
Indeed, Mitel aims to differentiate by providing a “hybrid cloud strategy” for enterprise customers, offering users the chance to augment their on-premise environments with CCaaS solutions in what the vendor terms a “mixed environment”.
By combining the simplicity of a CCaaS solution with the operational control and reliability of on-premise contact center solutions, the vendor is promising a ‘best of both worlds’ innovation.
Mitel CX: What’s Included?
The new “all-in-one CX platform” offers omnichannel support across voice, video, chat, and social.
The tool also boasts customizable workplace automation capabilities, which allow users to design AI-powered workflows using a Chatbot Builder and Workflow Studio.
AI virtual agents provide further automation support. By handling repetitive inquiries, the assistants allow human agents to focus on more complex issues, boosting efficiency in the process.
In addition to these AI-powered capabilities, the tech firm outlined the following key features of its new CX platform:
- Intelligent Analytics: Delivers actionable insights through dashboards, reporting tools, and integrated business intelligence for faster decision-making.
- Agent Empowerment: Enhances performance with real-time prompts, suggested responses, and AI-based coaching to improve first-contact resolution.
- Flexible Integrations: Offers pre-built integrations and open APIs, enabling tailored solutions and smoother workflows.
- Dedicated Service Teams: Provides expert support for customization and ongoing management, ensuring a personalized customer engagement experience.
Mitel Aims to Blend CX & UCaaS
Outside of Mitel CX’s core capabilities, another key attribute is its ability to integrate with the company’s UC solutions.
Indeed, this is an area in which Mitel has a great deal of experience and expertise, recently striking an exclusive deal with Zoom to deliver AI-powered UC for enterprises.
Mitel’s CC and UC tools share a Common Communications Framework, which provides “seamless” interoperability within the entire Mitel ecosystem.
This means that users can benefit from a unified UC/CC experience, which extends CX capabilities to all of a business’s employees.
As such, contact center agents and frontline staff can connect with internal knowledge workers and external experts to quickly resolve customer issues and improve service efficiency.
Martin Bitzinger, SVP of Product Management at Mitel, discussed the advantages of a cross-departmental CX solution, commenting:
“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.
More News from Mitel
Back in October, Mitel launched its global speech analytics platform, Mitel Interaction Recording Insights AI, which automates the analysis and classification of recorded communications.
Using GenAI, the platform generates summaries, sentiment detection, and transcriptions in over 100 languages.
Developed with ASC Technologies and supported by Microsoft Azure AI Services and OpenAI models, it also has the capacity to identify key terms, patterns, and phrases based on a predefined template.
