Mitel has upgraded its ‘Mitel CX’ customer experience (CX)/contact center platform with the launch of Mitel CX 2.0. At the core are GenAI virtual agents that complement human contact center agents by handling basic requests and tackling workflows such as ordering items, issuing trouble tickets, sending customer notifications, and initiating approvals. Mitel CX 2.0 marks a meaningful leap forward for the company in the contact center space, according to GlobalData, a leading intelligence and productivity platform.

Gregg Willsky, Principal Analyst, Enterprise Technology & Services at GlobalData, comments: “In the last few years, contact centers have profoundly transformed, steadily yielding to the broader concept of ‘customer experience’. Contact centers are converting from featuring live agents to also incorporating AI agents; from reactive to proactive; from transaction-oriented to relationship-oriented; and from generic to deeply personalized. 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 center 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 over 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.

Willsky continues: “Since that time, Mitel has reoriented its go-to-market stance from ‘all things to all people’ to a solutions-led approach. The company has also restructured its finances by successfully emerging from Chapter 11 bankruptcy proceedings. Most significantly, it 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 it was just two years ago.

Willsky concludes: “Mitel has continued to mature and blossom. With a new CEO seated in the corner office, the company has officially launched the next chapter in its transformation. The story is very much to be continued.”