Solutions · AI and automation
AI that takes the load off customer service
With Mitel CX and Mitel Workflow Studio, AI in customer service handles common questions and routine tasks, so your staff can spend time where it counts.
What we do
AI in everyday customer service, not a separate project
You don’t need to launch a big AI project to benefit from AI in customer service. The features are already in the platforms we work with, and we help you start where the benefit is greatest, often with the most common questions.
We are certified on Mitel CX and took part in Mitel’s pilot for Workflow Studio. So we know what the features require and what is optional.
What’s included
- Mapping where AI adds the most value for you
- AI agents for chat, SMS and voice
- AI assistant and summaries for your staff
- Automated workflows in Workflow Studio
- Connections to your systems and knowledge sources
- Review and continuous improvement
Mitel CX
AI in Mitel CX
AI agents
Generative AI answers common questions around the clock in chat, SMS, WhatsApp and voice. More complex cases are passed to a member of staff, together with the full conversation.
AI assistant for your staff
Suggested replies, case summaries, real-time translation and next-step guidance, right in the workspace.
Real-time transcription
In Mitel CX 3.0, calls between staff and customers can be transcribed in real time.
AI analysis of calls and cases
Real-time alerts, dashboards and topic analysis that show what customers actually contact you about.
AI knowledge base
Build a knowledge base that AI agents and staff draw answers from, without coding.
Speech and language
Speech recognition and text-to-speech in voice menus (IVR), and support for Google Contact Center AI.
Mitel Workflow Studio
No-code automation
Workflow Studio is Mitel’s tool for building workflows visually, without programming. It works with Mitel CX, but also directly on top of PBXs such as MX-ONE and OpenScape.
Which features are included depends on the platform and licence. We help you choose what delivers value from the start.
- Built-in generative AI from OpenAI, Anthropic and Google Gemini, according to Mitel
- An AI switchboard that understands what callers want and puts them through to the right place
- Summaries, translation and transcription of calls
- Workflows for voice, chat, SMS and WhatsApp from the same tool
- Ready-made connectors for Microsoft, Google, Salesforce, Jira, Slack and Twilio
- Example workflows: visitor registration, appointment booking and incidents
Products
Products we work with
Product
Mitel CX
Contact centre for voice and digital channels, with AI, on top of Mitel PBXs such as MX-ONE and OpenScape.
Product
Mitel Workflow Studio
Automated workflows for communication and cases, built without programming.
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 AI and automation
Do we have to start a big AI project?
No. The features are in the platforms, and we often start with the most common questions in one channel. Once that works and the results can be measured, we build on it.
What happens when the AI cannot answer?
The case is passed to a member of staff with the full conversation, so the customer doesn’t have to start again.
Do we need Mitel CX?
For Mitel’s AI agents and AI assistant in the contact centre, yes. Workflow Studio, on the other hand, can be used directly with your PBX without Mitel CX, for example for an AI switchboard or to turn voicemails into text. If you have Artvise, calls can be transcribed with our own transcription solution; see Artvise.
We have an older PBX. Can we still get started?
It depends on the version, and we check that first. According to Mitel, Workflow Studio works directly with PBXs such as MX-ONE and OpenScape, and Mitel CX requires MX-ONE 7.8 SP1 or later. If you have an older version, we can upgrade it. Read more about MX-ONE and third-party PBX maintenance.
Does it work in Swedish?
The interface and voice menus in Mitel CX are available in Swedish. How well the AI understands and answers in Swedish in your organisation is something we test in a pilot.
Do customers have to be told they are talking to an AI?
Yes. The EU AI Act requires that people talking to an AI agent are told so. Also tell customers when calls are transcribed or recorded.
Further reading
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.
Guide
Automate with Mitel Workflow Studio
Concrete example workflows, and how to start with a limited pilot.
Guide
Mitel CX and Microsoft Teams: how they work together
How the contact centre and Teams fit together, and what needs to be checked.
Solution
Contact centre
Phone, chat, email and social media in one place with Mitel CX, on your own servers or in the cloud.
Solution
PBX and telephony
Delivery, upgrades and operation of PBXs from Mitel and Alcatel-Lucent Enterprise, such as MX-ONE, OpenScape and OmniPCX Enterprise.
Solution
Teams Phone
Make and receive calls directly in Microsoft Teams, with Direct Routing via AudioCodes and a connection to your PBX.
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.