• Mitel CX raises Mitel’s stature in the contact center space and its competitive standing in general.
• Mitel has continued to blossom since completing the acquisition of Unify just over one year ago.
Mitel just announced Mitel CX, a new customer experience (CX)/contact center platform. Enablement and training for channel partners will kick off in Q1 2025, with general availability expected late in the quarter. Mitel CX is significant for the impact it has on Mitel’s position in the contact center space and the role it plays in Mitel’s evolution as a company.
John Marcus – Senior Principal Analyst, Enterprise IoT, Mobility, Private Networks, and Service Innovations.
• Network infrastructure vendors such as Nokia, Ericsson, and Cisco are expanding private network portfolios with features targeting industrial automation, logistics, and sustainability.
• Partnerships with telecom service providers and system integrators are driving innovation, while simplified deployments aim to reduce barriers for enterprise adoption.
Private cellular networks, which frustratingly are also known as private wireless or mobile private networks, continue to evolve in 2024 as leading technology vendors focus on delivering tailored solutions for Industry 4.0 use cases and for guaranteed, secure coverage. From automated warehouses and worker safety to sustainable energy applications, vendors have been enhancing scalability and efficiency in their offerings while driving adoption through strategic collaborations.
• Critical Digital Shift: The critical industry are evolving to take advantage of new digital solutions as traditional radio-based operations evolves to include AI, video, and automation.
• Wider Ecosystem: The adoption of digital solutions by critical industries will require mission-critical clouds and mission-critical broadband, opening critical comms to a wider ecosystem.
Critical industries in areas such as defense, emergency services, and transportation are seeing broader adoption of digital technologies. Previously more hesitant than traditional enterprise, the use of digital technologies like AI, video analytics, automated workflow software, IoT, and even drones, are making an impact for these industries. Long-time providers of critical radio systems like Motorola, Tait, and Thales are now evolving software and video solutions. Meanwhile, newer digitally focused providers like Orion Labs and Streamwide are targeting critical industries with solutions around digital platforms and automation, competing on ability to deliver creative integrations with partners to unlock new use cases. However, this shift toward digital will also require a shift in the underlying infrastructure to deliver critical services.
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