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Mitel has introduced Mitel CX 2.0, a significant evolution of its customer experience platform designed for large, distributed enterprises. The hybrid platform combines AI-driven intelligence with enterprise-grade administration and deployment flexibility, offering organizations a unified solution to elevate customer engagement while maintaining control over security and data sovereignty.
Mitel launches CX 2.0, an AI-powered customer experience platform for enterprises.
The platform offers hybrid deployment in private cloud, on-premises, or Mitel Secure Cloud.
It features GenAI virtual agents for automating tasks and handling common inquiries.
New Agentic AI Workflows automate actions like issuing tickets or sending notifications.
Voice AI includes seamless handoff with conversation transcript carry-over to live agents.
The platform is built to extend customer engagement beyond the traditional contact center.
Mitel CX 2.0 is built to address the enterprise demand for solutions that blend innovation with control. It provides a modern, single workspace that unites agents, supervisors, and back-office teams, allowing for seamless transitions between voice, messaging, and digital channels. A key differentiator is its deployment flexibility, enabling organizations to choose between Mitel's Secure Cloud, a private cloud, or on-premises solutions to meet specific compliance and data sovereignty requirements.
“With Mitel CX 2.0, we’re combining the best of private cloud, AI, and hybrid communications into a single, enterprise-grade experience,” said Martin Bitzinger, SVP of Product Management at Mitel. “We’re empowering organizations to reimagine customer engagement, moving it beyond just the walls of the contact center.”
The platform introduces several advanced AI features. Industry-Tailored AI Virtual Agents, developed in Mitel's Workflow Studio, automate tasks and handle common inquiries. The Voice AI Virtual Agent provides a seamless handoff to live agents by carrying the conversation transcript forward and offering AI-powered Agent Assist tools. Furthermore, Agentic AI Workflows act on behalf of human agents to automate actions like ordering items or issuing trouble tickets, accelerating service resolution.
A core component of the platform is its accessibility. Through the MCX Bot Builder and Workflow Studio, organizations can design and deploy GenAI-assisted workflows without requiring specialized coding skills. This low-code/no-code approach aims to save time, reduce development costs, and empower businesses to customize their customer experience automation rapidly.
About Mitel
Mitel is a global leader in business communications, providing businesses with advanced communication, collaboration, and contact center solutions. With more than 70 million users across over 100 countries, Mitel empowers organizations to connect, communicate, and collaborate seamlessly, with the flexibility and choice they need to thrive, both now and for the future. Through proven experience and innovative solutions, Mitel delivers communications without compromise.
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