Mitel CX 2.0: Practical AI For Faster, Smarter Customer Support
AI agents are getting quicker and more accurate-and customers are starting to trust them. Mitel's latest update makes that shift clear. Mitel CX 2.0, available in December, brings AI virtual agents, agentic workflows, and better handoffs to help support teams resolve requests with less friction.
What's New: AI Virtual Agents + Agentic Workflows
Mitel's AI virtual agents can fully handle routine inquiries and route complex issues to the right team. When a call moves from a bot to a human, the agent sees a live transcript and an AI-generated summary so they can respond without backtracking.
The headline feature: "agentic workflows." These can act on behalf of the agent-placing orders, issuing tickets, updating records-so the customer gets action, not just an answer. Less tab-hopping. More resolved cases.
Built in Workflow Studio (Low/No Code)
Virtual agents are created in Workflow Studio, Mitel's low-code/no-code environment. It connects to APIs, large language models, CRMs, and internal systems, so teams can build workflows without heavy engineering support.
Use cases are straightforward: auto attendant, call routing, appointment scheduling, and other repeatable tasks. As George Despinic from Mitel's contact center team put it, this is about giving enterprises practical tools they can apply across industries.
Roadmap: Hybrid PBX Options and Third-Party Support
Mitel outlined future deployment options. In 2026, customers will be able to keep a Mitel PBX on-prem while running the contact center in the cloud. Later phases will add support for third-party PBXs, including Microsoft Teams Phone.
Why Cloud Choice Still Matters
Mitel continues to invest in private cloud and hybrid models while many competitors lean into pure SaaS. Some organizations need tighter control over data or must meet regional sovereignty rules. Others are rethinking public cloud due to AI data transfer costs, where egress fees can add up quickly. See example data transfer pricing from hyperscalers like AWS.
The takeaway for support leaders: match your deployment to your data, cost structure, and compliance needs-not the trend of the moment.
Automation vs. Humans: Find the Sweet Spot
AI is becoming a practical lever for CX, but it's not a binary choice. For simple questions, customers will prefer the speed and consistency of AI agents. For sensitive or nuanced issues, human judgment and empathy win.
In a survey of 500 companies conducted earlier this year, 95% reported they now compete primarily on customer experience-up from 28% in 2020. People switch brands after one or two poor interactions. The pressure is real, and balance matters.
Security Isn't Optional
As AI touches more customer data, security and governance move front and center. Recent high-profile incidents, including breaches tied to major platforms, are a reminder that data exposure kills trust fast.
Build guardrails early: PII redaction, least-privilege access, audit trails, vendor risk reviews, and clear retention policies for transcripts and summaries.
How Support Leaders Can Put Mitel CX 2.0 To Work
- Map your top 15 intents: FAQs, order status, appointments, password resets, policy questions.
- Build virtual agent flows in Workflow Studio, and define clear failover rules to humans.
- Turn on transcript + AI summary for every handoff to cut repeat questions and speed resolution.
- Automate the boring parts: ticket creation, knowledge lookups, refunds within policy, order updates.
- Set metrics before rollout: deflection rate, first contact resolution, AHT, CSAT, and containment by intent.
- Pilot in one queue. Fix edge cases. Then scale to adjacent queues.
- Decide on deployment: public cloud for speed, private/hybrid for control and egress cost management.
- Update QA rubrics for human+AI collaboration, not just handle time.
- Train agents on how to work with summaries, verify actions, and escalate with empathy.
Bottom Line
Mitel CX 2.0 puts automations where they matter: fast answers for routine issues, smart assist for handoffs, and workflows that actually complete tasks. For support teams, the win is fewer bottlenecks and better outcomes without sacrificing service quality.
If you're upskilling your team to work effectively with AI in support, explore practical programs here: AI courses by job role.
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