Mitel Networks Corp. has launched Mitel Workforce Experience (WX), a unified communications platform designed for frontline workers. The system integrates voice, messaging, meetings, and contact center tools into a single client that adapts to specific user roles rather than devices.
The platform architecture uses a plugin-based model where administrators enable features based on job functions. Mitel WX supports various deployment options, including public cloud, hybrid, private cloud, on-premises, and edge environments, allowing for fully air-gapped operations.
A Vanson Bourne study commissioned by Mitel, surveying 2,000 workers across Canada, France, Germany, and the U.K., found that 57% of employees waste time switching between an average of seven tools. Additionally, 79% of workers prefer voice communication for urgent tasks.
The rollout of Mitel WX is phased, with initial availability starting in November and full platform availability expected in 2027. Support for MiVoice Business is prioritized, followed by OpenScape Business and OpenScape Voice for large enterprises.
Mitel plans to introduce artificial intelligence capabilities via its AI Services Framework after the initial launch. The company intends to focus on voice-based AI interfaces to assist frontline workers rather than replacing human agents.
