The hybrid customer experience platform brings together AI-powered automation, flexibility, and control to elevate every interaction while ensuring security and data sovereignty.

Mitel, a global leader in business communications, has introduced Mitel CX 2.0, the next evolution of its customer experience platform. This unified solution blends AI-driven intelligence with enterprise-grade administration and is designed to operate seamlessly across hybrid communication environments. With deployment options in private cloud, hybrid, or on-premises setups, Mitel CX 2.0 enables organizations to use GenAI virtual agents to enhance the work of contact center professionals, boosting productivity, efficiency, and customer satisfaction.

Building on Mitel’s multi-cloud hybrid communications portfolio, the platform delivers AI-embedded workflows that unify agents, supervisors, and back-office teams within a single interface. These capabilities simplify processes, accelerate resolutions, and support more meaningful engagement across every customer touchpoint.

“With Mitel CX 2.0, we’re combining the best of private cloud, AI, and hybrid communications into a single, enterprise-grade experience,” said Martin Bitzinger, SVP of Product Management at Mitel. “Enterprises now have a solution that balances innovation with control. We’re empowering organizations to rethink customer engagement by extending it beyond the contact center and enabling AI to empower every employee to contribute to the customer journey.”

Developed for large, distributed enterprises, Mitel CX 2.0 supports the growing need for technology and communication stacks that balance innovation, flexibility, and compliance. Research from IDC Europe indicates that two-thirds of businesses are choosing hybrid communication solutions for their resiliency, and nearly 60% plan to upgrade existing systems to meet evolving business demands. Additional research from Techaisle shows that enhancing customer engagement touchpoints remains the top driver for communications technology investments.

Mitel continues to strengthen its position in the CX market. Over the past year, its contact center portfolio has earned significant industry recognition, including placement as a Leader in the Aragon Research Globe™ report for Intelligent Contact Center and strong rankings in a survey by The Eastern Management Group, where Mitel solutions outperformed competitors in reliability and management tools. Mitel CX 2.0 builds on this momentum by integrating next-generation AI capabilities with enterprise-grade resiliency designed for hybrid environments.

“Mitel has consistently ranked among the top vendors in contact center solutions, reflecting both product depth and customer satisfaction,” said John Malone, President and CEO of The Eastern Management Group. “Its solutions offer the flexibility and control enterprises increasingly demand.”

Mitel CX 2.0 connects people and processes through a unified AI-powered workspace that consolidates communications, customer data, and workflows. With AI assistants embedded into daily operations, enterprises can extend customer engagement beyond the contact center, making interactions faster, smarter, and more personalized. Agents can fluidly move between voice, messaging, and digital channels, while supervisors benefit from real-time visibility and coaching tools that reduce manual work. This is supported by secure deployment options including Mitel’s Secure Cloud, private cloud, and on-premises environments for customers with strict compliance requirements.

“The City of Baltimore has eagerly embraced Mitel CX, and it has had a significant impact on our communications capabilities,” said Ron Gross, Deputy Director of the Department of Communications at the City of Baltimore. “Our 458 ACD agents previously had limitations when working remotely. With Mitel CX, they can work from anywhere—home offices, city locations, or even while traveling. This flexibility has been transformative. The integration with Mitel Workflow Studio will further simplify our processes with point-and-click design and GenAI-powered automation. It’s giving us the modern tools we need to better serve our community.”

Mitel CX 2.0 serves as a cornerstone of Mitel’s AI innovation strategy. Through deep integration with Workflow Studio—Mitel’s AI-ready integration platform—it weaves communication workflows directly into business processes, extending customer engagement across the entire enterprise.

Key capabilities available with Mitel CX 2.0 include:

  • Industry-Tailored AI Virtual Agents: Built in Workflow Studio, these virtual agents automate tasks, handle common inquiries, and route complex cases to the most suitable employee, whether in frontline or back-office roles.
  • Voice AI Virtual Agent with Seamless Handoff: When interactions shift to a live agent, transcripts and AI-generated assistive tools—such as summaries, suggested responses, and next-best actions—are transferred to enable faster, more informed resolutions.
  • Agentic AI Workflows: Intelligent workflows that act on behalf of human agents by automating actions like order processing, ticket creation, notifications, and approvals to speed service and reduce manual effort.
  • Low-Code/No-Code Workflow Design: Using the MCX Bot Builder and Workflow Studio, organizations can design and deploy GenAI-assisted workflows without specialized development skills, reducing time and cost.

Mitel CX 2.0 will be available beginning December 2025 through Mitel and its authorized partners.

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