Mitel has announced its new AI-powered customer experience (CX) management platform, Mitel CX.
The new platform is designed to help organisations enhance customer engagement processes, drive employee efficiency and exceed the growing expectations of today’s consumers.
Mitel CX’s holistic approach to customer engagement helps organisations tackle the challenge of delivering faster, customised service, while boosting productivity. The new all-in-one CX platform supports omnichannel customer interactions underpinned with AI – including voice, video, chat and social – allowing businesses to meet customers where they are, across any channel.
Mitel CX integrates seamlessly with Mitel’s UC solutions to deliver a fully converged UC/CC experience. As a result, CX capabilities are extended to all employees – not just contact centre agents – supporting collaboration between back-office and frontline teams and improving first-contact resolution. For organisations using other providers for their core communications, such as Microsoft Teams, Mitel CX also can serve as a standalone solution.
“Customer experience goes well beyond the contact center - it’s central to brand reputation and maximising 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.”
Mitel CX also enables the flexibility to choose on-premises and cloud deployment models in a mixed environment. With this approach, Mitel CX’s hybrid offering for customer engagement delivers the simplicity of a contact centre as a service solution with the operational control and reliability that organisations increasingly require. Additionally, Mitel’s Common Communications Framework ensures seamless interoperability with Mitel CX across the Mitel ecosystem.
“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.”