Mitel is doubling down on the future of customer experience, and this time it’s taking aim at one of the most persistent enterprise problems: fragmented, aging communications stacks. With the launch of Mitel CX 2.0, the company is rolling out what it calls an “AI-embedded, hybrid communications engine” designed to unify agents, supervisors, and back-office teams on a single workspace. Think of it as a modern contact center, stretched across the entire organization—minus the usual tangle of disconnected apps and clunky interfaces.

And if Mitel gets its way, the customer journey won’t just live inside the contact center anymore; it will live anywhere an employee interacts with a customer.

A Modern CX Stack for Hybrid Reality

CX 2.0 expands on Mitel’s multi-cloud hybrid communications portfolio, blending private cloud control with modern AI workflows. It’s a response to a market that has clearly shifted: IDC data shows that two-thirds of enterprises now prefer hybrid communications for resiliency and flexibility, while Techaisle points to customer engagement as the leading driver behind communications investments.

The pitch? Enterprises shouldn’t have to choose between innovation and compliance, scalability and control. CX 2.0 tries to offer all of it at once.

“Mitel CX 2.0 gives enterprises the freedom to innovate without sacrificing control,” said Martin Bitzinger, SVP of Product Management. “We’re extending customer engagement beyond the walls of the contact center and giving every employee the AI tools to influence the customer journey.”

Riding a Wave of Momentum

Mitel’s timing is convenient—and strategic. The company has been gaining traction in the CX market, earning recognition from Aragon Research as a Leader in the Intelligent Contact Center category, and scoring high marks from The Eastern Management Group in large enterprise evaluations. According to the firm, Mitel beats several competitors on reliability and management tools—two factors CIOs weigh heavily when modernizing CX.

“Mitel has consistently ranked among the top vendors,” noted John Malone, President and CEO at The Eastern Management Group. “Enterprises want flexibility and control, and Mitel delivers both.”

CX 2.0 builds directly on this momentum, adding AI depth, hybrid resiliency, and more enterprise-grade integration options.

One AI Workspace to Rule the Contact Center

CX 2.0’s biggest upgrade is its unified, AI-powered workspace. Instead of juggling separate tools for voice, messaging, digital channels, analytics, and coaching, employees can now manage everything in one place. Supervisors get real-time insights and performance tools, while agents can move fluidly across channels.

Behind the scenes, Mitel’s AI assistants work quietly but aggressively—summarizing interactions, suggesting responses, routing customers, and even taking autonomous actions.

The City of Baltimore is already seeing the benefits. “Our 458 agents can now work from anywhere, and our workflows have become dramatically simpler,” said Ron Gross, Deputy Director of Communications. “The GenAI automation built into Workflow Studio is a game-changer.”

Where the AI Gets Interesting

Much of the real differentiation lies in Mitel’s deeper integration with Workflow Studio, its AI-ready orchestration platform. CX 2.0 ties directly into this layer, which lets enterprises build agentic workflows, automate actions, and connect communication data to business processes.

Key capabilities include:

Industry-Tailored AI Virtual Agents
Built via Workflow Studio, these agents can resolve routine inquiries, escalate complex cases, and tap both front-line and back-office teams.

Voice AI with Smart Handoff
When calls move from bots to humans, transcripts, context, and suggested responses travel with them, eliminating repetitive pre-amble and improving resolution speed.

Agentic AI Workflows
These mini-agents automate actions—placing orders, generating tickets, sending alerts, processing approvals—reducing human workload and cutting delays.

Low-Code/No-Code Design Tools
Workflow Studio and the MCX Bot Builder let teams build GenAI-driven workflows without specialized development knowledge.

A Strategic Push Toward Enterprise-Wide Engagement

Ultimately, Mitel CX 2.0 isn’t just a new contact center release—it’s a shot at redefining enterprise engagement. The company’s approach is less about replacing agents and more about giving every team member access to AI-driven insights, automation, and communication tools.

In a market where competitors like Genesys, NICE, and Cisco are aggressively layering AI into their CX stacks, Mitel’s hybrid-first, workflow-oriented model stands out—especially for customers with complex compliance or on-prem requirements.

CX 2.0 positions Mitel not just as a contact center vendor, but as an enterprise-wide engagement orchestrator. And for businesses betting on hybrid operations for the long haul, that’s a compelling pitch.

Get in touch with our MarTech Experts.