Every interaction is a chance to strengthen the customer relationship. Mitel CX turns voice, digital, and AI-assisted conversations into connected experiences that build trust and loyalty. With real-time visibility, advanced reporting, and intelligent automation, Mitel CX helps enterprises engage customers with precision, adapt quickly to their needs, and deliver service that keeps them coming back.
Talk to a Customer Engagement Expert
Backed by 50 years of communications innovation and 20 years of contact center expertise, Mitel CX delivers a secure, proven platform that enterprises trust to keep every customer interaction clear and connected.
Too often, conversations end without action. Mitel CX turns voice and digital interactions into business intelligence, empowering line-of-business leaders to uncover trends, improve outcomes, and drive ROI.
When agents have the right tools, service quality follows. Mitel CX gives them AI-driven guidance, real-time visibility, and intelligent workflows that reduce effort and improve results—turning every interaction into a more efficient, satisfying customer experience.
Reliable, compliant communication keeps care teams connected and patients informed. Mitel CX provides secure, high-quality interactions for consistent, high-quality care.
Modules :
Real-time insights and automation reduces resolution time, supports employees, and eases service desk strain.
Modules :
Integrated analytics gives financial institutions the visibility to enhance customer trust, ensure compliance, and improve service efficiency.
Modules:
Built on decades of Mitel expertise, Mitel CX ensures dependable interactions as the foundation of exceptional customer engagement.
Manages calls, chat, social, video, and digital channels to deliver consistent, connected experiences across customer touchpoints.
Transforms conversation tone, keywords, and sentiment into actionable insights for proactive engagement and improved outcomes.
Give supervisors visibility into queues, service levels, and agent activity for instant course corrections.
Track performance trends across teams, campaigns, or time periods to guide planning and investment.
Automate scoring of customer interactions to improve compliance, coaching, and service consistency.
Predict staffing needs and automate shift planning to balance workloads and reduce agent stress.
Monitor occupancy, activity, and burnout indicators to support well-being while sustaining performance.
Connect with CRMs, ERP systems, and other front/back office systems to extend reporting and workflow automation across the organization.
Explore how leading organizations are using conversation intelligence to uncover insights, improve customer engagement, and drive better business outcomes with Mitel CX.
Read More
After a merger that doubled its membership, TruStone deployed Mitel MiContact Center to maintain reliable, high-quality service. Real-time reporting and integrated workflows improved efficiency and visibility, while collaboration with BSB Communications strengthened member support and set the stage for continued innovation.
See more
The German football club partnered with Mitel to unify communications across its arena, offices, and training facilities. With advanced contact center and collaboration tools, VfL Wolfsburg improved efficiency, strengthened security, and enhanced the fan experience through faster response times and more reliable connections—building a foundation for future-ready, connected operations on and off the pitch.
See more
Dusit Thani Abu Dhabi modernized its decade-old system with Mitel’s contact center and telephony solutions, unifying 1,570 extensions. With skill-based routing, CRM integration, and social media connectivity, the luxury hotel improved call handling, boosted efficiency, and elevated the guest experience
See more
Healthspan, one of the UK’s largest direct-to-consumer supplement brands, integrated Mitel contact center solutions with Talkative AI to scale support. With automation handling digital inquiries and dashboards providing real-time visibility, they achieved an 88% AI resolution rate, improved efficiency, and boosted customer satisfaction.
See more
Mitel Services help design, implement, and optimize CX solutions aligned to your business and customer engagement goals.
Discover Mitel ServicesExpert guidance to map customer journeys, reporting needs, and integration strategies.
Streamlined setup, configuration, and data migration for a seamless go-live.
Continuous monitoring, updates, and optimization to keep your contact center performing at its best.
Support live customer interactions across voice and digital channels.
Deflect routine inquiries and provide 24/7 support options.
Help agents work efficiently and deliver consistent service.
Measure performance and identify areas for improvement.
Provide supervisors and IT with oversight and governance tools.
Connect CX with existing systems and scale as needed.
Get the full power of Mitel CX: AI-driven innovation, reliability, and performance in a flexible subscription model.
Choose from four user profiles and optional add-ons to match every role’s needs.
Scale up or down anytime, deploy in the cloud or on-premises, and stay current with automatic updates and 24/7 support.
| Subscriptions | CX Essential Digital | CX Essential Voice | CX Premier | CX Elite |
|---|---|---|---|---|
| Profile | Multi-channel engagement without voice | Teams focused on inbound calls | Full omnichannel + AI-assisted engagement | Advanced compliance & AI needs |
| Omnichannel Engagement | Chat SMS Social Media Open Media |
Voice | CX Essential Digital and Voice plus: AI-Assisted Live Chat Video Chat Screensharing AI interactions purchased separately |
CX Premier plus 50 AI interactions included |
| Self-Service & Automation |  |
Basic IVR | CX Essential Voice plus: Outbound Campaigns AI Virtual Agent Chatbot & Voicebots (AI interactions purchased separately) |
CX Premier plus 50 AI interactions included |
| Recording & Quality Management | |
Basic Call Recording | Advanced Call & Screen Recording Basic Quality Management |
CX Premier plus: Advanced Quality Management Emotion Detection Recording Encryption with Key Management |
| Performance Management | Real-time Dashboards Historical Reporting including Customer Journey |
Real-time Dashboards Historical Reporting including Customer Journey Interaction Analytics |
||
| Agent & Supervisor Tools | Screen-pop CRM/WFM Connector Advanced Supervisors (Unlimited Licenses) 2 Administrator Licenses |
|||
| Security & Administration1 | 24×7×365 Support Software & Security Updates |
|||
| Administration & Control | Administrator User Workforce Management |
|---|---|
| Customer Engagement & Automation | Outbound Campaign Management AI Virtual Agent AI Assisted Chat SMS Video Chat Screensharing Advanced IVR Speech Recognition & Text-to-Speech |
| Analytics & Intelligence | AI Interactions Speech & Desktop Analytics2 AI Insights |
| Quality & Compliance | Interaction Recording2 Quality Management2 |
| Reliability & Continuity | High Availability / Disaster Recovery |
(1) Check terms and conditions with your Mitel Partner
(2) Available as CAPEX or Subscription
Agent stress often comes from heavy workloads and poor agent productivity tools. Mitel CX tracks occupancy, missed breaks, and handle times to flag early signs of burnout, while workforce tools optimize scheduling and coaching to keep teams engaged and productive.
Most organizations miss the patterns hidden in everyday conversations. Mitel CX applies AI-powered speech and sentiment analytics across voice and digital channels, turning unstructured interactions into actionable insights that improve engagement and retention.
Disparate tools make it hard for IT teams to scale or ensure compliance. Mitel CX consolidates reporting, routing, and automation into a single platform with open APIs and workflow integrations, reducing complexity while improving security and uptime.
Without the right metrics, it’s difficult to know if service levels are being met. Mitel CX provides real-time dashboards and SLA reporting so leaders can track performance, adjust staffing, and measure CSAT and NPS scores.
Organizations with complex operations, such as hospitals, manufacturing and financial services, as well as internal IT or HR help desks, seeing the biggest gains. Mitel CX helps them streamline communication, reduce wait times, and deliver more personalized customer and employee experiences at scale.
