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New Products and Markets to Boost Mitel Customer Experience Suite

  • Launches virtual agent technology powered by Google Cloud’s Contact Center AI.
  • Broadens market availability of MiCloud Connect CX.
  • Introduces a new Workforce Optimization suite of applications.

Mitel, a Canadian business communication company on Thursday announced a series of enhancements to their customer experience portfolio.

More than 25,000 organizations, including more than one million agents, rely on Mitel’s chatbots and contact center solutions as the backbone for their customer engagements. Its customer experience portfolio creates more ways for businesses of all sizes to leverage cloud communications combined with IoT, AI, and other emerging technologies to deliver on customer must-haves and shape better experiences.

Virtual Agent Powered by Contact Center AI

Mitel’s collaboration with Google Cloud brings a higher level of intelligence and insight into customer interactions. 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.

 “Providing exceptional customer service is a necessity for every business and forward-thinking companies are embracing the opportunity for technology to play a role,” said Bob Agnes, Executive Vice President and General Manager – Unified Communications, Mitel.

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 an 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.

The technology we have from Mitel enables our agents to be more productive throughout the day and give an incredible experience to our customers,” said Matt White, Director of Contact Center, BSN Sports, a company that uses Mitel solutions.

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.