Mitel has announced the launch of Mitel CX 2.0, a customer experience platform built for large, distributed organisations that operate across hybrid and compliance-focused environments.
The release combines AI automation, multi-channel communications and workflow tools in a single interface designed to run in private cloud, hybrid or fully on-premises infrastructures.
The platform will be available from December 2025 through Mitel and its authorised partners, and is being introduced at a time when enterprises are reassessing how they structure communications systems and customer engagement operations.
Research from IDC Europe shows that two-thirds of organisations are adopting hybrid communications, while 60 percent plan to replace existing platforms to support newer operational and regulatory requirements.
In this context, Mitel CX 2.0 aims to offer modern capabilities while preserving the infrastructure flexibility many enterprises still require.
Martin Bitzinger, SVP of Product Management at Mitel, said the new platform brings together several priorities for large organisations.
“With Mitel CX 2.0, we’re combining the best of private cloud, AI, and hybrid communications into a single, enterprise-grade experience. Enterprises now have access to a single solution that doesn’t limit the choice between innovation and control.
“We’re empowering organisations to reimagine customer engagement, moving it beyond just the walls of the contact centre to create a connected, intelligent enterprise where AI empowers every employee to play an active role in shaping the customer journey.”
Hybrid Deployment at the Centre of the Release
Hybrid deployment remains a central requirement for many enterprises, particularly in regulated sectors.
Mitel CX 2.0 is designed to operate across private cloud, hybrid and on-premises systems, which allows organisations to maintain existing infrastructures while introducing newer customer engagement features.
In many cases, these environments are also tied to data sovereignty obligations that limit the use of public cloud services.
Because the platform does not require organisations to move away from their current architectural models, it aligns with a wider shift in communications planning.
AI Features to Support Operational Workflows
Several AI-driven capabilities have been integrated into Mitel CX 2.0.
These features focus on assisting agents, automating routine tasks and enhancing the handoff between automated systems and human staff. They include the following components.
Virtual Agents: Industry-specific virtual agents can be created in Workflow Studio. They handle common enquiries and can route more complex issues to the appropriate employee, whether they work in the contact centre or elsewhere in the organisation.
Voice AI Handoff: Voice AI tools can conduct initial conversations with customers and transfer them to human agents when needed. During this transition, transcripts and context are passed along. The system also provides agents with summaries, suggested responses and recommended next steps.
Agentic Workflows: Agentic workflows can perform a series of actions automatically. These include issuing trouble tickets, sending customer notifications and initiating approvals. The workflows are intended to reduce manual work while maintaining consistency across service processes.
Low-Code and No-Code Design Tools: MCX Bot Builder and Workflow Studio include low-code and no-code interfaces. These enable employees without specialist development skills to create, adjust and deploy automated workflows. The tools also shorten the development cycle and make automation accessible to more teams.
Taken together, these features are intended to support agents, reduce repetitive tasks and maintain consistency across communication channels.
Industry Recognition and Market Context
The launch of Mitel CX 2.0 follows a period in which the company’s contact centre portfolio has received increased industry recognition.
Over the past year, Mitel has been named a Leader in the Aragon Research Globe for Intelligent Contact Centre solutions. Additionally, a study from The Eastern Management Group found that Mitel’s solutions outperformed several competitors in reliability and management tools.
John Malone, President and CEO of The Eastern Management Group, commented on Mitel’s performance in the market.
“Mitel has consistently ranked among the top vendors in contact centre solutions, reflecting both product depth and customer satisfaction, offering the flexibility and control enterprises increasingly demand.”
Case Study: City of Baltimore
The City of Baltimore has already adopted technology within the Mitel CX portfolio to support its communications operations.
The city employs 458 automatic call distribution agents across various departments, and remote work previously presented a challenge because many agents relied on physical desk phones.
Ron Gross, Deputy Director of the Department of Communications at the City of Baltimore, said the platform has expanded the flexibility of the workforce.
“Our 458 automatic call distribution (ACD) agents had faced limitations when needing to work remotely, relying only on taking physical phones with them.
“Now, with Mitel CX, our agents can seamlessly work from anywhere, whether that’s from home offices, other city-managed locations, or even while travelling. This flexibility has been a game-changer for us.”
He added that the integration with Workflow Studio could simplify the city’s internal processes through its point-and-click interface and AI-enabled automation.
