Every customer interaction is a chance to build trust. Mitel CX combines omnichannel routing, real-time analytics and AI-assisted agent tools in one platform, deployed and managed locally by eComms.
The phone queue is only part of the picture. Your customers reach out by voice, chat, email, and social messaging, and they expect the person they connect with to know the context before the conversation starts.
Mitel CX is the platform that makes this possible: an AI-assisted contact centre solution built on longstanding contact centre expertise, not an AI feature bolted onto an older system.
For Australian businesses running a contact centre, eComms designs, deploys and manages Mitel CX end to end, so the platform is configured to your team structure and your channels from day one, not tuned later.
The platform covers four capability areas that work together rather than as separate tools:
Voice, video, chat, SMS, email, and social messaging are handled from a single platform. Agents see the full conversation history regardless of which channel the customer used last, so the context travels with the customer.
No-code AI virtual agents, IVR with natural language understanding, and multi-language support let customers resolve routine queries without reaching a live agent. Straightforward questions are handled automatically. Anything that needs a person reaches one.
A unified agent desktop brings all channels and context into one view. AI suggests responses in real time, generates automated call summaries after each interaction, and provides coaching prompts to agents mid-conversation. After-call admin time drops.
Real-time dashboards give supervisors a live view across all queues and agents. Historical reporting, speech analytics, and quality management tools sit in the same environment as day-to-day operations, so there is no separate reporting system to manage.
Mitel CX is available as a subscription with different tiers depending on whether your business needs voice-only contact centre capability, full omnichannel, or advanced compliance and AI features. It can run in the cloud or on-premises alongside an existing Mitel MiVoice Business deployment.
Specific tier names, inclusions and pricing are not published here because these details change between Mitel releases. eComms provides a package matched to your team size and channel requirements. Talk to the team for a current comparison.
Answers to common questions about our managed phone systems, connectivity solutions, carrier network, and ongoing support services.
Mitel CX is Mitel's AI-assisted contact centre platform covering voice, chat, email, SMS and social messaging in one environment, with real-time dashboards, AI-suggested agent responses, automated call summaries and quality management tools included. It is available as a cloud or on-premises deployment and is managed locally in Australia by eComms, a Mitel Gold Partner. See the customer experience hub at /voice/customer-experience/ for the broader range of contact centre solutions eComms offers.
Mitel CX is the evolution of MiContact Center Business, renamed and updated with AI-assisted capabilities in the current release. Existing MiContact Center Business customers can upgrade to Mitel CX. This is a capability and naming evolution, not a product discontinuation. If you are running MiContact Center Business and want to understand what upgrading to Mitel CX would involve for your environment, contact the eComms team.
In Mitel CX, AI assists agents in three main ways. During chat and email interactions, it suggests the most relevant response based on conversation context, not just a static knowledge base. On voice calls, it transcribes the conversation in real time and generates a summary automatically at the end, reducing after-call admin. It also provides coaching prompts to agents mid-conversation. The AI works alongside the agent; the agent remains in control of every interaction.
Yes. The Mitel CX agent interface can be embedded directly inside Salesforce and Microsoft Dynamics, so agents manage calls, chats and cases without leaving the CRM. Customer records are linked to interactions automatically, including call notes and AI-generated summaries. Contact eComms at /contact-us/ for the current full list of supported CRM integrations, as supported platforms are updated across Mitel CX releases.
Both options are available. Mitel CX can run in the cloud alongside other cloud infrastructure, or on-premises as part of an existing Mitel MiVoice Business deployment, or in a hybrid configuration. The right choice depends on your existing infrastructure, data sovereignty requirements, and compliance obligations. eComms assesses the best deployment model for each business. See the MiVoice Business page at /voice/unified-communications/mitel/mivoice-business/ for more on deployment options.
The best way to evaluate a contact centre platform is to see it handling the specific scenarios your team deals with every day. eComms builds personalised Mitel CX demos around your channels, your customer types, and your current pain points. No generic walkthrough. Talk to the team and a demo can be arranged with next-day turnaround.
Email our CX team: sales@ecomms.com.au