Mitel and Talkative have announced an expanded partnership that will result in generative AI tools being implemented into Mitel’s contact centre solutions.
The technology will enable organisations to simplify daily workflows and improve the customer experience.
With the enhanced partnership, Talkative’s suite of AI-driven customer service tools now fully integrates with Mitel’s contact centre portfolio, enabling organisations to better engage with customers, including the use of AI-enhanced live chat, virtual agents, social messaging, SMS and video chat.
The new AI-powered capabilities also enable companies to use automation to answer everyday customer questions. Using a company’s existing product and support information, company-specific AI knowledge bases can train virtual agents to create intent-based conversation flows that promote self-service options. This means increased efficiency and more time for contact centre agents to handle complex requests. Tools like AI Agent Assist and real-time automatic translation can be deployed directly from Mitel’s omnichannel customer experience management platforms, MiContact Center Business and MiContact Center Enterprise, to enable agents to provide fast, contextually aware and accurate responses to customers questions.
Features include:
• AI virtual agents: Flexible, easy-to-manage and multi-lingual virtual agents intelligently understand the meaning of customer requests, improving response relevance.
• Live chat and video calling: Contact centre employees can engage more quickly and effectively with customers with real-time agent chat enhanced by genAI, and AI transcripts for video calls that can be delivered via a website, app or messaging channel.
• WhatsApp, SMS, and Facebook messaging: Enables full compatibility for customer interactions via social messaging on MiContact Center Business and Enterprise.
• AI analytics, insights reports and more: Analytics and reporting features provide data insights to help contact centres continuously improve their CX, operational efficiency and overall performance.
“Deepening our partnership with Talkative brings a new dimension to our contact centre portfolio and further strengthens our AI ecosystem,” said Martin Bitzinger, senior vice president, product management at Mitel. “AI offers so much potential for companies looking to deliver exceptional customer service, but getting started can feel overwhelming. Talkative makes the power of AI accessible to any business through intuitive GenAI functionality. Now deeply integrated into Mitel’s contact centre solutions, it means better customer interactions and more effective agent performance.”
Felix Winstone, co-founder and CEO of Talkative, said, “Our partnership with Mitel will empower businesses with tools that enhance customer interactions while also driving operational efficiency and greater customer loyalty. Mitel’s omnichannel capabilities are unmatched and together we can redefine the way contact centres operate, integrating AI capabilities into an agent’s workflow, with reporting and monitoring also included in one ‘single pane of glass’ interface.”