Key takeaways

Product Launch: Mitel announced CX 2.0, an enterprise customer experience platform combining AI-driven intelligence with hybrid deployment flexibility (private cloud, hybrid, or on-premises), available December 2025.

Core Capabilities:

  • Industry-tailored AI virtual agents with intelligent routing
  • Voice AI with seamless handoff and Agent Assist tools (interaction summaries, suggested responses, next-best actions)
  • Agentic AI workflows that automate actions (ordering, ticketing, notifications, approvals)
  • Low-code/no-code workflow design through MCX Bot Builder and Workflow Studio
  • Single unified interface for agents, supervisors, and back-office teams

Market Context: Research shows 73% of enterprises will deploy UCaaS/CCaaS in hybrid environments within five years, with data sovereignty and control driving adoption as AI becomes central to contact center operations. IDC Europe reports two-thirds of businesses already opting for hybrid communications solutions.

Industry Recognition: Mitel positioned as Leader in Aragon Research Globe for Intelligent Contact Center; Eastern Management Group survey ranks Mitel CC solutions higher than key competitors for reliability and management tools.

Customer Validation: City of Baltimore deployed Mitel CX for 458 ACD agents, enabling work-from-anywhere flexibility with GenAI automation integration.

Hybrid UC Definition: Strategic blend of on-premises, private cloud, and public cloud infrastructure that allows organizations to tailor deployment to operational, regulatory, and financial requirements—supporting CAPEX, OPEX, subscription models without forcing predetermined architectures.

Key Differentiator: Mitel CX 2.0 delivers innovation and control simultaneously rather than forcing enterprises to choose between cloud innovation or on-premises control.

 

Mitel has unveiled CX 2.0, the next evolution of its customer experience platform that combines AI-driven intelligence with enterprise-grade administration in a unified solution designed for hybrid communication environments. The platform enables organizations to deploy GenAI virtual agents alongside contact center professionals while maintaining the flexibility to operate in private cloud, hybrid, or on-premises environments, addressing a critical gap between vendor marketing narratives and actual enterprise needs.

Building on Mitel’s multi-cloud hybrid communications portfolio, CX 2.0 delivers AI-embedded workflows that unite agents, supervisors, and back-office teams on a single interface. The platform is designed to simplify work, speed resolution, and drive more meaningful engagement across every customer touchpoint, extending customer experience capabilities beyond the traditional contact center walls.

What’s New in Mitel CX 2.0

The platform introduces several key capabilities that reflect where enterprise AI and customer experience are heading. Industry-tailored AI virtual agents, developed in Mitel’s Workflow Studio, can automate routine tasks and handle common inquiries while intelligently routing complex cases to the most appropriate employee, whether frontline or back-office.

Voice AI virtual agents offer seamless handoff capabilities that carry conversation transcripts forward to live agents, along with AI-powered Agent Assist tools including interaction summaries, suggested responses, and next-best actions. This continuity should be exciting for customers, as it enables faster, more informed resolutions without forcing already frustrated folks to repeat themselves.

Agentic AI workflows represent a significant step forward, enabling intelligent automation that acts on behalf of human agents: ordering items, issuing trouble tickets, sending customer notifications, or initiating approvals to accelerate service and reduce manual steps. Through the MCX Bot Builder and Workflow Studio’s low-code/no-code interface, organizations can design and deploy these GenAI-assisted workflows without specialized development skills.

Mitel CX 2.0 is the total package, combining private cloud, hybrid comms, and AI into a single-solution experience that provides the control organizations desire and the innovation capabilities they need.

Real-World Impact

Always a fan of customer use cases, it was great to see an example of the City of Baltimore’s deployment of Mitel CX, which demonstrated the practical value of the platform. The challenge: the city’s 450+ automatic call distribution agents previously faced significant limitations when working remotely, relying on taking physical phones with them. With Mitel CX, agents can now seamlessly work from anywhere — their home offices, other city-managed locations, or even while traveling.

“The seamless integration with Mitel Workflow Studio will greatly simplify our processes across the organization, thanks to its intuitive point-and-click design and easy access to GenAI-driven automation,” said Ron Gross, Deputy Director, Department of Communications at the City of Baltimore. “Overall, Mitel CX provides us with the powerful modern tools we need to serve our community better.”

Industry Recognition and Market Position

Mitel’s contact center portfolio has gained significant industry recognition over the past year, including being positioned as a Leader in the Aragon Research Globe report for Intelligent Contact Center. A recent survey of large enterprises by The Eastern Management Group ranked Mitel CC solutions higher than key competitors for reliability and management tools—both critical drivers of enterprise CX success. These studies show that customers are highly satisfied with both the flexibility and control Mitel’s contact center solutions provide, as well as the depth of the product line as a whole.

Why Hybrid UC Matters More Than Ever

Mitel’s CX 2.0 launch arrives as enterprises increasingly reject one-size-fits-all deployment models. While many vendors push all-in cloud strategies or cling to legacy on-premises models, the reality on the ground tells a different story — one where organizations demand the flexibility to deploy communications infrastructure on their own terms.

What we see across the industry supports this shift, as the majority of enterprise customers expect to deploy hybrid clouds for all workloads within the next five years. Beyond that and as we get further into the age of AI and see an inevitable increase in AI deployments, a not insignificant 70+% of customers are expected to still deploy UCaaS and CCaaS comms in a hybrid environment. It only makes sense from a data standpoint, and as AI capabilities like those in CX 2.0 become central to contact center operations, the question of where data resides and who controls it becomes paramount. I believe that data sovereignty and control of data are already top of mind for customers around the globe, and will continue to be key areas of focus moving in the 2026 and beyond.

IDC Europe research reinforces the trends mentioned here, showing two-thirds of businesses already opting for hybrid communications solutions, with 60% planning to replace existing systems to better align with evolving business needs.

What Hybrid UC Really Means

At its core, hybrid UC represents a strategic blend of on-premises systems, private cloud, and public cloud infrastructure, allowing organizations to tailor deployment to their specific operational, regulatory, and financial requirements. For regulated industries like healthcare, financial services, and government, hybrid architectures provide essential tools for business continuity and resilience, offering data control, compliance certainty, and survivability that pure cloud models can’t always guarantee.

Hybrid UC also serves as a practical modernization path that preserves legacy investments. Organizations don’t need to rip and replace everything overnight, avoiding the massive disruption and cost that forklift upgrades entail. Instead, they can modernize incrementally, balancing innovation with operational stability.

When done right, hybrid UC isn’t “aaS-washing” (did you snicker? I did while writing it!) — pushing everyone toward public cloud subscription models regardless of fit or risk tolerance. True hybrid UC supports CAPEX, OPEX, subscription, on-premises, cloud, and everything between, letting financial and operational realities drive deployment decisions. It’s not just about feature velocity or chasing the shiniest new capabilities, it’s about solving fundamental business problems: ensuring security, maintaining compliance, enabling modernization, and delivering resilience.

Choice Without Compromise

Mitel CX 2.0 embodies what differentiated hybrid UC looks like in practice. The platform combines AI-driven intelligence with enterprise-grade administration across private cloud, hybrid, or on-premises environments, all from a single unified solution. This isn’t about forcing customers into predetermined boxes; it’s about meeting them where their business requirements actually live.

As AI capabilities proliferate across communications platforms, the hybrid question becomes even more critical. Organizations investing in AI-powered customer experience automation need assurance that their data, their workflows, and their intellectual property remain under their control. They need the flexibility to innovate rapidly while maintaining governance frameworks that protect their business and their customers.

In a market too often dominated by absolutist thinking, Mitel’s approach with CX 2.0 stems from a simple recognition: the best architecture is the one that actually fits your business. As enterprises navigate competing demands for innovation, control, and compliance, that’s not a buzzword, it’s the foundation for sustainable customer experience transformation.

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

 

This article was originally published on LinkedIn.

 

Read more of my coverage:

Why User-Led Communities Matter: Insights from a Healthcare IT Leader

Why User-Led Communities Matter: A Conversation with BPI’s Cas Rangel