Products · Mitel
Mitel CX
Mitel CX brings voice, email, chat, SMS and social channels together in one contact centre, with real-time reporting and AI that eases the workload. We are certified on Mitel CX and can deploy it on top of your MX-ONE, OpenScape 4000 or OpenScape Voice, or alongside Teams.
About Mitel CX
A contact centre for every channel, on the PBX you already have
Mitel CX is Mitel’s platform for contact centres and customer interactions. Voice and digital channels share the same queues and reports, and agents work in the browser in the Ignite workspace. The current version is Mitel CX 3.0, released in September 2026.
According to Mitel, Mitel CX works on top of current versions of OpenScape 4000, OpenScape Voice, MX-ONE, MiVoice 5000 and MiVoice Business. From version 3.0, agents can also answer in Microsoft Teams. The platform is the next generation of MiContact Center Business, and Mitel also describes it as the next step for organisations that have OpenScape Contact Center.
We are certified on Mitel CX with OpenScape Voice and can also deliver it for MX-ONE and OpenScape 4000. We have completed Mitel’s training for SIP platforms, covering installation, administration, IVR menus, digital channels and integration with OpenScape Voice. Mitel CX is part of our offering for contact centres for voice and digital channels.
Last updated 25 October 2026.
At a glance
- Voice, email, chat, SMS, WhatsApp and Facebook in the same queues
- AI agents that answer customers, and an AI assistant for your staff
- Works with MX-ONE, OpenScape 4000 and OpenScape Voice
- Agents can answer in Microsoft Teams from version 3.0
- In your own environment, in the cloud or as a private cloud hosted in Sweden
- From a few agents to around 1,000 active at the same time
AI
AI agents and AI assistant
The AI agents in Mitel CX answer customers by chat, SMS, WhatsApp, email and phone, around the clock. They are built without code and take their answers from a knowledge base with your own content. When a case needs a person, the AI agent hands over to a human agent, who can see what the customer has already said.
Agents get an AI assistant that suggests replies, summarises the case and translates in real time. From version 3.0, phone calls can be transcribed while they are in progress, which reduces after-call work.
Under the EU AI Act, people talking to an AI agent must be told so. How to get started is covered in the guide AI in the contact centre, and you will find examples of automated workflows in the guide to Workflow Studio.
How we help you
What we do with Mitel CX
Assessment and sizing
PBX and version, number of agents, traffic in the busiest hour, channels, redundancy and licences.
Implementation
Servers, media server and PBX connection, queues, users and IVR menus, testing and documentation.
Moving from an older contact centre
From OpenScape Contact Center or MiContact Center Business, with a plan for what can be reused.
Integration
Sign-in through Active Directory or Entra ID, CRM, Teams, call recording, Workflow Studio and Power BI.
Training
Courses in Swedish for agents, supervisors and administrators, so that new ways of working stick from day one.
Lifecycle management
New versions, security updates, backup, monitoring and troubleshooting.
Use cases
How Mitel CX is used
Customer service on your existing PBX
IVR menus, queues, skills-based routing, callback and a real-time overview, without replacing your PBX.
Replacing an old contact centre
A new web-based workspace and more channels if you have OpenScape Contact Center or MiContact Center Business.
Contact centre in Teams
Agents answer in Teams, while Mitel CX handles queues, IVR menus and reports.
Customer service across channels
Email, chat, SMS, WhatsApp and Facebook in the same queues and reports as your phone calls.
Internal helpdesk
IT or HR support with queues, callback and follow-up.
Agents working from home
A softphone in the browser, with no client to install.
Works with
- OpenScape 4000 and OpenScape Voice
- MiVoice MX-ONE and, according to Mitel, MiVoice 5000 and MiVoice Business
- Microsoft Teams via Direct Routing
- Active Directory and Microsoft Entra ID
- CRM systems via screen pop and REST API
- Power BI for reporting
- Mitel Workflow Studio, with OpenScape or MiVoice 5000
What we review first
- PBX and exact version
- Number of agents and traffic in the busiest hour
- Which channels to include
- Deployment: in your own environment or as a private cloud hosted in Sweden
- Redundancy and failover
- Sign-in, CRM and other integrations
How we work
From the first conversation to day-to-day operations
01
Discovery
We review how you work today, which systems you have and what you want to achieve.
02
Proposal
You receive a concrete proposal covering technology, timeline and cost, and we explain our choices.
03
Implementation
We install, integrate and test, and we train your users and administrators.
04
Operations and support
After go-live, we stay with you for support, updates and further development.
Common questions
Frequently asked questions about Mitel CX
Does Mitel CX work with our OpenScape Voice or OpenScape 4000?
Yes. According to Mitel, Mitel CX 3.0 has been tested against current versions of both, as well as MX-ONE, MiVoice 5000 and MiVoice Business. We check your version first.
Can agents answer in Microsoft Teams?
Yes, from Mitel CX 3.0. Calls go via Direct Routing to Mitel CX through an SBC, which protects the traffic between your network, your operator and Teams. The agent answers in Teams and controls the call in Ignite. This requires Teams to be connected to the phone network already and agents to have Teams Phone. We explain how it fits together in the guide Mitel CX and Microsoft Teams.
What is the difference between MiContact Center Business and Mitel CX?
Mitel CX builds on MiContact Center Business and adds AI agents, an AI assistant for staff, more digital channels and a workspace that runs entirely in the browser. From version 3.0, agents can also answer in Microsoft Teams. Administration in YourSite Explorer and the reports remain, so much will feel familiar.
We have MiContact Center Business. When do we need to upgrade?
Mitel stopped selling MiContact Center Business to new customers on 31 December 2025. Add-ons for existing systems are sold up to and including 31 December 2027, and the product reaches end of life (EOL) on 28 February 2030. Mitel recommends upgrading to Mitel CX before then. From version 9.4.1 you can upgrade directly to Mitel CX 3.0, and we plan the upgrade so that customer service keeps running throughout.
We have OpenScape Contact Center. What happens now?
Moving to Mitel CX is a migration, not an upgrade. We start with a focused technical assessment of what can be reused and in what order it should be moved.
Can Mitel CX run in Sweden?
Yes. We can run Mitel CX for you as a private cloud hosted in Sweden, or install it on your own servers or virtualised in your data centre. Chat, social channels and the AI features use cloud services from Mitel and other providers, and we go through where your data is processed before you choose.
Is it available in Swedish?
Yes. The interface is available in Swedish, the IVR menus can be in Swedish and Mitel has a Swedish user guide.
How far does it scale?
From a small contact centre with a few agents to around 1,000 agents active at the same time in one system.
How are personal data and recordings handled?
With role-based access, sign-in through Active Directory or Entra ID and a configurable retention period for recordings, from six months to five years. Mitel has its own document on data protection and GDPR.
Are the AI features included?
Some are included depending on the licence, others are add-ons. We help you choose what adds value for you, and we like to start with a well-defined area.
Further reading
Guide
Mitel CX and Microsoft Teams: how they work together
How the contact centre and Teams fit together, and what needs to be checked.
Guide
AI in the contact centre: what it can do and how to get started
What AI actually helps customer service with, and what a good rollout takes.
Product
Mitel Workflow Studio
Automated workflows for communication and cases, built without programming.
Solution
Contact centre
Phone, chat, email and social media in one place with Mitel CX, on your own servers or in the cloud.
Solution
AI and automation
AI assistance and automated workflows in customer service with Mitel CX and Mitel Workflow Studio.
Product
Mitel OpenScape Voice
The SIP platform for large and distributed environments, with redundancy.
Let’s talk about your communications
Tell us where you stand today with your PBX, Teams or contact centre, and we will come back to you with a proposal. It costs nothing to ask.