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It’s not about being trapped in outdated systems – it’s about protecting what works while evolving to meet new needs.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.
Scalability and Reliability Under Pressure
Business growth can strain communication platforms, but hybrid solutions are designed to maintain performance under changing demands. Mitel recommends modernization strategies that allow organizations to evolve and implement the latest innovative features for their employees and customers without having to replace their whole existing infrastructure.
This flexible approach reduces risk, preserves service continuity, and gives IT teams the ability to evaluate results. Partnerships with platforms such as Zoom further support integration, providing employees with a single interface while multiple underlying systems operate behind the scenes.
Duff noted that these strategies give organizations confidence during periods of growth. “You can move step by step and see the outcomes, which helps in making informed decisions about future solutions,” he said.
Looking Ahead
Emerging technologies, particularly AI, are expected to shape the next wave of workplace communications. According to Duff, hybrid solutions provide organizations with the control and flexibility necessary to adopt these technologies incrementally.
“The key is helping customers take advantage of new technologies in a safe and controlled way,” he said. The model allows businesses to maintain operational stability while exploring new tools, balancing modernization with practical business and regulatory requirements.
Organizations interested in hybrid communications can explore solutions directly through Mitel or via its network of business partners. The company’s approach highlights a broader trend in enterprise communications: adopting AI and cloud capabilities while preserving core infrastructure and operational continuity.
