What is Mitel CX?
Mitel CX is a customer experience platform designed for organizations managing contact center operations within hybrid environments. The software integrates cloud-based features with existing on-premises or private cloud infrastructure, supporting deployments across public cloud, private cloud, and on-premises configurations.
The platform provides omnichannel engagement by unifying voice, video, email, chat, SMS, and social media channels—including WhatsApp and Facebook Messenger—into a single agent workspace. Mitel CX integrates with all the vendor's unified communications (UC) platforms. Mitel CX integrates with the vendor's MiVoice
Business, MiVoice 5000, MiVoice MX-ONE, OpenScape Voice and OpenScape 4000
unified communications (UC) platforms, and provides native connections to CRM systems including Salesforce, Microsoft Dynamics, SAP, and SugarCRM.
Technical capabilities of Mitel CX include:
- GenAI Virtual Agents: Automates routine inquiries using generative AI for voice and chat, with handoff protocols to live agents that include full conversation transcripts.
- Agent Assist: Provides real-time prompts, suggested responses, and interaction summaries to contact center agents.
- Workflow Studio: A development environment for designing automated workflows, such as ticket generation or order processing.
- Intelligent Analytics: Includes real-time dashboards and historical reporting with integrations for speech and text analytics.
Mitel CX is compliant with WCAG 2.2 accessibility standards and supports PCI compliance for secure payment handling. The platform uses a Common Communications Framework to ensure interoperability across the Mitel ecosystem and provides open APIs for custom extensions.
