Contact Center
Mitel CX
Mitel CX turns voice, digital, and AI-assisted conversations into connected experiences — with real-time visibility, advanced reporting, and intelligent automation that helps teams engage customers with precision.
Customer engagement, powered by insight
Built on Mitel's Common Communications Framework, Mitel CX unites omnichannel engagement with GenAI virtual agents, agent assist, and workflow automation via Mitel Workflow Studio. Available as CX Essential Digital, Essential Voice, Premier, and Elite subscriptions with optional add-ons for WFO, recording, and advanced analytics. MiContact Center Business customers on Software Assurance can migrate at no additional license cost.
Features
- Omnichannel engagement: voice, video, chat, SMS, email, and social
- GenAI virtual agents and chatbots for 24/7 self-service
- AI-suggested replies, coaching, and automated call summaries
- Skills-based routing with real-time dashboards and SLA reporting
- IVR with speech recognition and text-to-speech
- Advanced call and screen recording with quality management
- Workforce forecasting, scheduling, and adherence tools
- Customer journey reporting and interaction analytics
- Workflow designer with REST APIs for CRM and WFM integration
- Cloud, on-premises, private cloud, or hybrid deployment
- High availability and disaster recovery options
- 24×7 support with software and security updates
Key benefits
- Future-ready platform backed by decades of contact center expertise
- AI that supports agents — automating routine tasks and surfacing insights
- Flexible subscription tiers that scale with your organization
- Deploy on your terms: cloud, on-prem, or hybrid at your own pace
- Seamless migration path for MiContact Center Business customers