Mitel Launches New AI-Powered Customer Experience Platform

Mitel, a Sunnyvale, California-based business communications vendor, has rolled out its new AI-powered customer experience (CX) management platform. Marketed as “Mitel CX,” the platform is designed to help organizations enhance customer engagement processes, and drive employee efficiency.

The platform supports omnichannel customer interactions underpinned with AI – including voice, video, chat, and social media. It integrates with Mitel’s unified communications (UC) solutions, extending CX capabilities to all employees – not just contact center agents – thereby supporting collaboration between back-office and frontline teams. For organizations using other providers for their core communications, such as Microsoft Teams, Mitel CX also can serve as a standalone solution. Partners and customers can choose between on-premises and cloud deployment. Other key features include customizable workflow automation, GenAI virtual agents, an assortment of analytics, and pre-built integrations.

“Customer experience goes well beyond the contact center – it’s central to brand reputation and maximizing revenue,” said Martin Bitzinger, Mitel Senior Vice President of Product Management. “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.”

Additionally, Mitel’s Common Communications Framework ensures interoperability with CX across the ecosystem, providing the same security, compliance and resiliency as Mitel’s hybrid UC solutions.

Enablement and training for channel partners will kick off in Q1 2025, with general availability expected in late Q1.

Channel Impact^®
The omnichannel platform is intended to help organizations meet rising demand for faster, more personalized customer interactions. The new solution also presents a significant opportunity for Mitel’s channel partners, who will play a key role in consulting and supporting customers as they upgrade their CX environments. The company says that partners who add CX capabilities to their portfolios will be well-positioned to improve customer retention, wallet share, and new revenue growth.