Mitel has announced its new CX management platform will be generally available in April, designed to streamline workflows, enhance customer interactions, and improve team collaboration.
Mitel showcased its new CX management platform at Enterprise Connect this week, offering flexible deployment options as a hosted service, on-premise solution, or CCaaS. This adaptability intends to allow businesses—especially those in regulated industries—to meet security, compliance, and operational needs while maintaining full control.
The platform features AI-powered virtual agents, real-time analytics, and omnichannel comms tools to enhance customer service strategies.
Martin Bitzinger, Senior VP of Product Management at Mitel, commented:
Mitel CX brings SaaS simplicity, AI-driven innovation, and enterprise-grade resiliency to customer engagement. With shifting customer expectations, technology should be a strategic driver, not an obstacle.”
A Techaisle study underscores the growing shift toward modernised communication platforms, as outdated systems limit efficiency and innovation. Mitel says its CX platform addresses these challenges by providing AI-driven insights, seamless UC integration, and a consistent customer experience across voice, video, chat, and social media channels.
Mitel CX will be available to all customers at the beginning of April.
Mitel CX’s Feature Set
Mitel CX intends to allow CX managers to quickly design AI-driven workflows using the Chatbot Builder and low-code/no-code Workflow Studio, optimising daily tasks without specialised skills. Mitel says the platform’s GenAI virtual agents resolve up to 90 percent of customer inquiries, freeing human agents to focus on more complex issues for faster, more efficient resolutions.
Intelligent analytics provide insights into customer needs, seeking to improve agent performance and help identify areas for service improvement. Agent empowerment features real-time prompts, suggested responses, and coaching to enhance first-contact resolution and employee performance.
Mitel CX supports omnichannel engagement, enabling seamless transitions across voice, chat, video, and social media platforms for a consistent customer experience. With flexible integrations, Mitel affirms its CX platform offers pre-built connectors and open APIs to tailor the platform to unique needs and streamline workflows.
Finally, Mitel’s service teams offer expert support to customise and manage the platform, ensuring a tailored customer engagement experience.
