As businesses increasingly adopt AI and cloud technologies, many are grappling with the challenge of modernizing communications without replacing their existing systems. Mitel is aiming to address this challenge with a hybrid approach, designed to allow companies to evolve their infrastructure while integrating new tools.
“I’m a great believer in evolution, not revolution,” said Mark Duff, Vice President of International Pre-Sales Engineering at Mitel.
It’s not about being trapped in outdated systems – it’s about protecting what works while evolving to meet new needs.
AI Integration Without Overhaul
With the adoption of AI in workplace communications accelerating, companies often have to balance the desire to modernize with operational, compliance and financial constraints. A recent report from IDC highlights that 65% of businesses in Europe live in hybrid IT environments for these reasons. This figure is expected to reach 72% by 2029. Mitel’s hybrid model allows AI capabilities to be applied directly to existing systems.
Current applications include virtual agents for customer service, workflow automation tools, and integration with collaboration platforms such as Zoom. By layering AI on top of legacy infrastructure, organizations can access new functionalities while maintaining operational continuity.
Duff emphasized that hybrid systems provide flexibility in how AI is deployed. “It comes down to where the customer is going to apply AI as a technology,” he said. “It’s in the specific application where AI really adds value.” He added that hybrid solutions let businesses combine legacy and new technologies, providing “the best of both worlds.”
Tailored Solutions and Security Controls
Hybrid communications also allow for sector-specific customization. Mitel works with organizations in healthcare, finance, and government, where regulatory compliance, data sovereignty, and operational security are critical.
According to Duff, hybrid systems enable tiered security, allowing organizations to protect sensitive operations without imposing the same restrictions across all parts of the system. For instance, Mitel’s Secure Cloud platform offers different levels of security depending on the data or function being handled. “Just because security is a priority in one area, it might be a lower one in other parts of the system,” Duff explained.
Customization extends beyond security. Mitel assesses each organization’s business requirements to ensure that hybrid solutions address operational priorities, budget constraints, and long-term scalability.
It’s really about understanding what the customer needs, not just what they want.
This approach allows organizations to integrate new technology in a measured way while maintaining existing workflows.
