Summary Bullets:
• 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.
With Mitel CX, Mitel is supporting customers who desire a hybrid cloud environment. Mitel CX is a CCaaS platform that customers can use to augment their on-premises contact center investments. If on-premises customers wish to migrate to the cloud they can do so at their own pace. In the past, Mitel enlisted CCaaS partners such as Five9 and NICE to support these customers. Now, in a positive change in direction, Mitel can fully support them.
Mitel CX is omnichannel, enabling voice, video, chat, and social. Artificial intelligence (AI) resides at the center of multiple features such as virtual bots which automate repetitive inquiries thus reserving time for agents to tackle complex issues; real-time suggested responses and coaching tips that enhance agents’ ability to achieve first contact resolution; and analytics of interactions that help improve agent performance.
Mitel CX offers other notable features. Organizations can tailor Mitel CX to their needs through pre-built integrations with business apps as well as APIs. In addition, Mitel CX can help contact center agents resolve customer issues by connecting them with back-office knowledge workers via interoperability with the company’s unified communications (UC) solutions.
Forging a connection between CX and UC capabilities is a central cause that Mitel competitors such as 8×8 and RingCentral have embraced. Moreover, Mitel’s competitors are prioritizing the build out of their contact center portfolios in general and laying AI as the foundation. In that sense, with Mitel CX, Mitel can now more fully compete with its brethren battling it out in the contact center space.
The pending arrival of Mitel CX not only marks a meaningful leap forward for Mitel from a contact center perspective; more significantly it also serves as the latest signal of the market momentum Mitel has been steadily generating since the completion of its Unify acquisition in October 2023.
That acquisition more than doubled Mitel’s customer base to over 75 million, broadened its geographic footprint to north of 100 countries, and married its strength serving mid-market customers with Unify’s expertise in the large enterprise space. More recently, Mitel unveiled a revamped product and services portfolio combining legacy Mitel and Unify offerings. Interestingly, Mitel CX was born from contact center assets previously owned by Unify. Mitel is a markedly different company than it was just over one year ago and continues to journey down a very promising path.