Mitel Announces New Integration with Google Cloud Contact Center AI

Mitel, a global enabler of business communications, has announced an integration with Google Cloud’s new Contact Center AI, a solution that combines multiple AI products to improve the customer service experience, as well as the productivity of contact centers.

Contact Center AI is a simple, secure, and flexible solution that allows enterprises with limited machine learning expertise to deploy AI in their contact centers. The solution integrates with partners like Mitel that customers already work with for easy integration into their systems.

Key features of Mitel’s integration with Contact Center AI include a combination of capabilities that businesses of any size can use to offer smarter, more personalized interactions, and ultimately a more intelligent customer experience.

•AI-powered virtual agent – enabling customers to self-serve with the help of an intelligent chatbot equipped with product and service information.

•AI-powered agent assist – enabling a customer enquiry to be easily transferred to a live agent with full context of the virtual agent conversation and continuous AI support to provide the agent with real-time research and coaching.

•AI-powered analytics – providing another layer of intelligence and offering valuable insight companies can use to enhance their offerings and elevate the customer experience.

“Customer experience is the new competitive battleground. To stay ahead, companies must transform the way they engage with their customers to meet today’s expectations and to help establish a loyal and lasting relationship,” said Joshua Haslett, Vice President of Strategic Innovation, Mitel. “Our integration with Google Cloud Contact Center AI unlocks the art of the possible for customer experience and gives businesses a new opportunity to respond to customers more quickly and with better insight.”

“Contact Center AI empowers enterprises to use AI to complement and enhance their contact centers,” said Rajen Sheth, Director of Product Management. “Google Cloud’s goal is to make it as easy as possible for our customers to use AI for contact centers through our relationships with key partners like Mitel.”

Over 25,000 organizations rely on Mitel contact center solutions as the backbone for their customer engagements. The introduction of Mitel CloudLink across the portfolio further enables customers to use existing assets to access emerging technologies like AI and other advanced applications.