Mitel, a global leader in business communications, has unveiled Mitel Workforce Experience (Mitel WX), a new core communications app framework. Purpose-built from the ground up on the company’s integrated hybrid platform, Mitel WX addresses the communications needs of the entire workforce, especially those in demanding frontline roles.
While many communications vendors are using AI to create tools that get work done without a person, Mitel is doubling down on designing AI-enhanced platforms that sit at the intersection of communications and business processes, keeping the human workforce at the centre in the moments that matter. This focus spans critical industries such as healthcare, government, emergency services and manufacturing, and industries with complex communications needs such as hospitality and retail – industries where human experience and judgment are critical.
The highlights
- Mitel WX puts humans at the centre of business communication, using AI to better equip them
- A customisable, role-based layout provides a consistent experience that adapts to each worker’s profile across phone, tablet or desktop
- Mitel WX is easy to deploy and administer across the enterprise, with embedded workflows and workgroup-based visibility
- Flexible deployment, from sovereign, secure cloud to hybrid and full on-premises, supports CIO priorities for high availability, resilience and regulatory compliance
Mitel’s research shows that workers are struggling, with seven in 10 frontline workers feeling pressured to “make it work” when communication systems are not designed for their needs, often driving them to use unapproved tools that introduce security risks.
What is Mitel WX?
Mitel WX is a single app that delivers a consistent core communications experience, whether the user is working from a phone, tablet or desktop. It lets users carry the same identity across devices in a familiar voice-and-chat experience, with a highly adaptable, widget-based design that brings unified communications (UC), CX and third-party integrations – from everyday tools such as Microsoft 365 and Google Workspace to critical vertical-specific applications such as electronic health records and clinical alerting – into the foreground together.
In a busy healthcare centre, for instance, this allows front-desk staff, nurses and administrators to see critical information, including call queues, patient information and specialised chats or alarms, at a glance on their preferred device. At the same time, the on-call doctor can safely consult with staff by phone while travelling to the clinic, using their preferred work number via Apple CarPlay or Android Auto, with all relevant information synced across devices.
Users working from different locations also benefit from Mitel WX’s custom contact groups, which quickly bring project-based teams together with shared presence and availability. Organisations can use dedicated call groups to drive messages to the right people at the right time, with push notifications that work even during internet or power disruptions.
How does Mitel WX bring frontline and desk workers together?
While about 80% of the global workforce is deskless, most of these workers are required to use communication tools that were designed for their desk-bound peers, not for the realities of their day-to-day work on the front line. This creates friction and inefficiencies in the workplace. According to Mitel’s State of Workforce Communication report, based on research by Vanson Bourne, more than half of workers (57%) waste time switching between an average of seven disconnected tools, with frontline workers twice as likely to use unapproved tools to get the job done.
Mitel WX is designed from the ground up for frontline, mobile, contact centre and knowledge workers – it is not a knowledge-worker platform deployed to everyone else. That design starts with a finding from Mitel’s research: 79% of workers reach for voice communications when rapid action is needed. Messaging might be the most used day-to-day choice, but when something cannot wait, Mitel WX offers voice without having to switch context or app.
We are applying AI practically to situations where it can make a real difference without feeling forced, so employees can focus on what really matters.
Mitel CTO Luiz Domingos
Office workers can manage multiple conversation streams and access tools that drive critical workflows within a single framework, while those on the front line can use right-now communications and vertical-specific integrations. For enterprises struggling with multiple channels in their tech stack, Mitel WX helps break down communication silos, encourages engagement at the point of activity and simplifies the administrative burden.
What AI capabilities are in Mitel WX?
AI is purposefully deployed within Mitel WX to make communication easier by bringing together, on the same screen, the critical information workers need and the ways they prefer to share it. Through Mitel Workflow Studio, embedded workflows use AI to streamline requests and automate repetitive steps, saving time. Predictive suggestions and AI-enabled voice and gesture control enable more accessible interactions that shorten the intent-to-action paths in demanding environments such as hospitals, hotels, retail and manufacturing facilities. Rather than adding AI to separate collaboration and customer engagement tools, Mitel WX brings voice, video, messaging and contact centre onto a single architecture, with shared context and no handoff between them.
“We view AI as a technology that can make a person more capable rather than unnecessary,” said Luiz Domingos, CTO at Mitel. “On the front lines, that’s replying to a text hands-free with voice, a quick translation, automated call routing or meaningful customer insights. We are applying AI practically to situations where it can make a real difference without feeling forced, so employees can focus on what really matters.”
How is Mitel WX deployed?
Mitel WX works in hybrid and private cloud environments, on-premises or at the edge with Mitel Edge. Available on both a capital-expenditure and an operating-expenditure basis, it gives organisations deployment freedom backed by uncompromising control, security and resilience for business-critical environments. Simple to install and manage through Mitel Central, a web-based administration portal, Mitel WX’s lightweight, modular architecture scales quickly and gives customers already on a Mitel voice platform a low-friction update path.
“The separation between internal collaboration and customer engagement is collapsing,” said Jim Lundy, CEO of Aragon Research. “The platforms that matter next will be the ones designed for every worker, not just the ones at a desk. Mitel WX is built for that shift.”
A product overview video demonstrating Mitel WX across frontline, mobile and desk-based roles is available at www.mitel.com/mitelwx.
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