Mitel Expands Customer Experience Portfolio with New Market and Product Launches

Advanced capabilities enable businesses of all sizes to provide more intelligent, personalized and seamless customer experiences 

• Launches virtual agent technology, powered by Google Cloud’s Contact Center AI, allowing companies to deliver convenient, conversational self-service experiences.
• Broadens market availability of MiCloud Connect CX, the contact center-as-a service (CCaaS) offering for Mitel’s UCaaS and UC platforms.
• Introduces new Mitel Workforce Optimization suite of applications, which gives businesses actionable insight to help elevate customer engagements.

• New virtual agent powered by Contact Center AI Mitel’s collaboration with Google Cloud brings a higher level of intelligence and insight to customer interactions. With the global launch of a new virtual agent, powered by Contact Center AI, for Mitel contact center applications, businesses now have an efficient, simple-to-deploy and cost-effective solution they can operate without the need for a team of data scientists. Using natural language understanding capabilities, the solution makes it easy to deliver conversational, self-service experiences around the clock and eliminates the frustrations associated with some traditional self-service systems where customers must navigate complex menus.
• MiCloud Connect CX Mitel’s CCaaS solution, first introduced in North America, will be available globally beginning in fourth quarter 2019 for both UCaaS and UC platforms. MiCloud Connect CX blends Mitel’s call control expertise and extensive global network of resources with Talkdesk’s modern cloud architecture and consumer-like usability. The all-in-one solution combines communications and contact center tools into a single application for seamless customer service through any channel, anywhere. By tapping public cloud technologies, the solution offers fast, streamlined deployments and allows UC customers to leverage their existing communications technology investment.
• Mitel Workforce Optimization Equipping business with more tools for deriving actionable customer insights, Mitel introduces a full suite of applications powered by ASC Technologies to record, analyze and evaluate interactions. Omnichannel interaction recording, quality management, speech analytics, coaching and learning applications enable contact center managers to elevate customer experiences and increase staff productivity. With the ability to resolve customer calls more quickly, businesses can improve satisfaction and net promoter scores and deepen customer loyalty.

• More than 25,000 organizations, including more than one million agents, rely on Mitel contact center solutions as the backbone for their customer engagements.
• Mitel is recognized as a Leader in the 2019 IDC MarketScape for Worldwide Unified Communications & Collaboration. Read more.
• Eastern Management ranks Mitel highest in mid-market and enterprise for customer satisfaction for premises and hosted PBX solutions. Read more.

• Learn the top five trends for evolving contact centers into engagement centers.
• Download the white paper on adopting AI to transform the customer experience.
• Download the guide on seven reasons to move your contact center to the cloud.
• See why organizations around the world like Liverpool Football Club, Boston Red Sox, Connect Group, Econocom, and First Assistance rely on contact center solutions from Mitel.