Mitel launches AI-powered platform for enhanced CX management

Research by Techaisle reveals that over half of organisations consider AI and virtual assistants as key considerations when investing in communications technology.

Mitel has introduced an AI-powered customer experience (CX) management platform called Mitel CX. Aimed at enhancing customer engagement, streamlining employee efficiency, and surpassing consumer expectations, the platform brings a suite of features to facilitate these goals.

Mitel CX offers Customisable Workflow Automation, enabling CX managers to form AI-enhanced workflows through Mitel's Chatbot Builder and low-code/no-code Workflow Studio. This is achievable without requiring specialised skills, allowing optimization of daily tasks promptly.

The platform also includes GenAI Virtual Agents, which automate repetitive inquiries, thereby allowing human agents to focus on more complex issues for efficiency and faster resolution. Intelligent Analytics provides comprehensive dashboards and reporting, integrating business intelligence to offer actionable insights that facilitate swift decision-making.

Agent Empowerment is another aspect of Mitel CX, offering real-time prompts, suggested responses, and intelligence-based coaching to heighten first-contact resolution and improve employee performance. Mitel CX supports Omnichannel Engagement, facilitating seamless transitions among channels like voice, chat, video, and social media to enable customer interaction on preferred platforms.

The platform comes with Flexible Integrations, featuring pre-built integrations with industry applications and open APIs. These allow for customization according to organizational needs, embedding into everyday processes and enhancing workflow efficiency. Additionally, Mitel provides Experienced Service Teams that support the customization and ongoing management of Mitel CX, ensuring a distinctive engagement experience for each organisation.

The rise in consumer expectations is influencing companies globally to refine their operations and tools. With over 53% of organisations identifying AI and virtual assistants as key considerations, enterprises are focusing on improving customer engagement touchpoints when investing in communications technology.

Mitel CX supports omnichannel customer interactions and is integrated with Mitel's unified communications solutions, delivering a converged UC/CC experience. This enables collaboration between back-office and frontline teams and enhances first-contact resolution.

"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."

The platform's versatility allows a preference for hybrid cloud strategies, offering flexibility in choosing deployment models. Mitel's Common Communications Framework ensures seamless interoperability across its ecosystem, supporting security, compliance, and resiliency demands, crucial for enterprise companies prioritising data privacy.

"AI and automation are no longer optional for businesses looking to deliver a superior customer experience," said Blair Pleasant, president and principal analyst at COMMfusion. "Mitel CX's robust and practical integration of AI capabilities ensures that organizations not only keep pace with consumer demands but support high-value interactions that drive loyalty and long-term growth."

Mitel CX will integrate with current Mitel contact centre solutions offering a pathway to leverage new capabilities while maintaining chosen Mitel UC platforms. This includes structured upgrade and transition programs for existing customers.

"Mitel's Contact Center solutions are a cornerstone of our success. They've enabled us to proactively improve service standards and responsiveness across campus and provide better support for our students, faculty, and staff," commented Zachary Jones, Assistant Director of Telecommunications at Binghamton University. "The new AI-assisted and automation capabilities coming with Mitel CX are very exciting and will add real value."

Mitel CX provides a promising avenue for channel partners to evolve their CX offerings. Channel partners have the potential to enhance customer satisfaction and create new revenue streams by integrating these capabilities. Enablement and training for partners will commence in early 2025, with the platform's general availability expected by the end of the first quarter.