Mitel®, a global leader in business communications, has officially announced the launch of its new AI-powered customer experience (CX) management platform called Mitel CX,
According to certain reports, Mitel CX is designed to help organizations enhance customer engagement processes, drive employee efficiency, and exceed the growing expectations of today’s consumers.
More on the same would reveal how Mitel CX practices an all-encompassing approach towards customer engagement, helping organizations tackle the challenge of delivering faster and customized service, while simultaneously boosting productivity. At launch, the solution in question can be expected to support omnichannel customer interactions underpinned with AI. These channels happen to include voice, video, chat, and social.
Beyond that, we must acknowledge how Mitel CX arrives on the scene bearing an ability to seamlessly integrate with Mitel’s unified communications (UC) solutions, all for the purpose of achieving a fully converged UC/CC experience. This integration makes it possible for the solution to move past just the employees, and instead, facilitate collaboration between back-office and frontline teams. Markedly enough, in the case of organizations that are using other providers for their core communications, such as Microsoft Teams, Mitel CX also can serve as a standalone solution.
“Mitel’s Contact Center solutions are a cornerstone of our success. They’ve enabled us to proactively improve service standards and responsiveness across campus and provide better support for our students, faculty, and staff,” said Zachary Jones, Assistant Director of Telecommunications at Binghamton University. “The new AI-assisted and automation capabilities coming with Mitel CX are very exciting and will add real value.”
Talk about the given solution on a slightly deeper level, we begin from its core promise of providing customizable workflow automation. You see, CX managers can easily design AI-enhanced workflows with Mitel’s Chatbot Builder and low-code/no-code Workflow Studio without requiring specialized skills, thus allowing teams to optimize daily tasks in minutes.
Next up, we must dig into the presence of GenAI virtual agents, who will handle the responsibility to intelligently automate repetitive inquiries, leaving more complex issues to human agents for optimal efficiency and faster resolution.
Then, there are comprehensive analytics in play. In essence, Mitel CX is decked up with rich dashboards, native reporting, and business intelligence integration for transcriptions, recordings, and a comprehensive view of customer data. All these features come together deliver at the user’s disposal actionable insights that, on their part, should support faster decision-making.
Moving on to the prospect of agent empowerment, it is rooted in real-time prompts, suggested responses, and intelligence-based coaching, each feature chipping in to significantly improve first-contact resolution and overall employee performance.
Another detail worth a mention here is concerned with the solution’s flexible integrations. To expand upon this, Mitel CX’s pre-built integrations with industry and business apps allow Mitel CX to be tailored to each organization’s needs. You can even embed the solution right into your everyday processes, and therefore, cut down on the friction to accelerate workflows.
We referred to how the solution can conceive for users seamless transitions across channels such as voice, chat, video, and social, but what we haven’t yet touched upon is the availability of experienced service teams. These expert professional service teams offer users the necessary support to alter Mitel CX on a more situational basis, and at the same time, provide ongoing management as needed to create a truly unique customer engagement experience.
The development in question delivers a rather interesting follow-up to one recent research conducted by Techaisle, a research where it was revealed that improving customer engagement touchpoints is the top reason organizations are investing in communications technology. Alongside that, the study reveals that more than 53% business leaders identified AI and virtual assistants as key factors when selecting a provider, whereas 48% highlighted the importance of comprehensive contact center capabilities.
“Customer experience goes well beyond the contact center – it’s central to brand reputation and maximizing revenue,” said Martin Bitzinger, Senior Vice President of Product Management at Mitel. “As customer expectations evolve, technology can become a strategic advantage. Mitel CX extends customer engagement capabilities to all employees, aligning communications across departments to create a cohesive CX environment.”
