With the launch of Mitel CX 2.0, Mitel has upgraded its Mitel CX customer experience (CX)/contact centre platform.

Generative AI (GenAI) virtual agents reside at the core of Mitel CX 2.0. They complement human contact centre agents, handling basic requests while funnelling off more complex ones to the employee best equipped to handle them whether they reside within the contact centre or back-office. The virtual agents also tackle workflows on behalf of human agents, such as ordering items, issuing trouble tickets, sending customer notifications, or initiating approvals. Mitel CX 2.0 can be deployed in private cloud, hybrid, or on-premises environments.

Mitel makes progress

Mitel CX 2.0 marks a meaningful leap forward for the company in the contact centre space. In the last few years, contact centres have profoundly transformed, steadily yielding to the broader concept of ‘customer experience’. Contact centres are converting from featuring live agents to also including AI agents, from reactive to proactive, from transaction-oriented to relationship-oriented, and from generic to deeply personalised. Mitel and its rivals continue to implement capabilities to help their customers make the transition.

In addition to being a notable step in the buildout of its contact centre portfolio, the arrival of Mitel CX 2.0 serves as a contemporary signal of the market momentum Mitel has been steadily generating since completing its Unify acquisition in October 2023.

That acquisition more than doubled Mitel’s customer base to more than 75 million, broadened its geographic footprint to north of 100 countries, and married its strength serving mid-market customers with Unify’s expertise in the large enterprise space.  Since that time, Mitel has reoriented its go-to-market stance from ‘all things to all people’ to a solutions-led approach.

Mitel has also restructured its finances by successfully emerging from Chapter 11 bankruptcy proceedings. Most significantly, the company has reinforced its governance and leadership by installing a fresh board of directors and onboarding a new CEO, Mike Robinson, who succeeds Tarun Loomba after roughly four years at the helm. Robinson is charged with tapping his experience guiding companies through post-restructuring phases to sustain Mitel’s corporate progression.

With respect to rivals, Mitel CX 2.0 meets but does not exceed what is offered by the likes of Cisco, Zoom, and RingCentral. However, that does not erase the fact that Mitel is a markedly different company than just two years ago, one that continues to mature and blossom. With a new CEO installed, Mitel has officially launched the next chapter in its transformation – to be continued…