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SPECIFICTION
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Mitel Agent Assist

mitel.com

Web
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Spec score 7.6 #9 of 24 in Agent Assist Software

What it is

Mitel Agent Assist is a Google Cloud Contact Center AI-powered assistant that extends Mitel Virtual Agent. When the virtual agent cannot answer, it brings a live agent into the conversation and supplies the interaction history. It can also monitor the conversation and suggest responses in real time. Mitel says the virtual and live-agent tools can provide consistent, company-sanctioned answers to repeated inquiries that meet legal requirements; it also describes Agent Assist as support for training new agents. The service is intended for contact centers using virtual agents for routine questions and seeking guidance for human agents on more complex interactions. Mitel’s broader contact center AI capabilities include automated assistance, analytics, real-time coaching, and advice for agents. The analytics use natural language processing and machine learning for real-time insight into customer preferences. The integration guide calls for a Google Cloud Platform project with Dialogflow Enterprise Edition, a Mitel service account, and CX Digital Agent licenses for users handling handed-off chats. Mitel was founded in 1973.

Spec sheet

Purpose
Mitel Agent Assist is an extension to Mitel Virtual Agent that monitors conversations between customers and virtual agents.Read 8 Oct 2026 · mitel.com
Intended users
Mitel presents the solution for contact centers seeking to handle routine inquiries with virtual agents and guide human agents on complex interactions.Read 4 Oct 2026 · mitel.com
Agent training
Mitel says Agent Assist can help train new agents and add a personalized touch to the customer journey.Read 4 Oct 2026 · mitel.com
AI provider
Mitel Agent Assist is powered by Google Cloud Contact Center AI.Read 8 Oct 2026 · mitel.com
Analytics
Mitel says GenAI analytics use natural language processing and machine learning to provide real-time insight into customer preferences.Read 4 Oct 2026 · mitel.com
Browser access
Mitel’s integration guide states that Chat Overlay is supported in modern browsers through mobile and web access.Read 8 Oct 2026 · mitel.com
Company founding
Mitel says Michael Cowpland and Terry Matthews founded the company in 1973.Read 4 Oct 2026 · mitel.com
Consistent answers
Mitel says Virtual Agent and Agent Assist provide consistent responses to repeated inquiries that are sanctioned by the company and compliant with legal requirements.Read 4 Oct 2026 · mitel.com
Consistent responses
Mitel says its Virtual Agent and Agent Assist provide company-sanctioned responses to repeated inquiries that comply with legal requirements.Read 8 Oct 2026 · mitel.com
Contact center AI
Mitel describes contact center GenAI capabilities including automated assistance, advanced analytics, real-time coaching and intelligent advice for agents.Read 4 Oct 2026 · mitel.com
Feature availability
Mitel’s December 2025 integration guide states that Google deprecated Article Suggestion and FAQ Assist, existing profiles could be used until April 1, 2026, and the Agent Assist button would remain disabled because the functionality was deprecated.Read 8 Oct 2026 · mitel.com
Google Cloud requirement
The integration guide says customers need a Google Cloud Platform project with Dialogflow Enterprise Edition and a Mitel service account.Read 8 Oct 2026 · mitel.com
Language limitation
Mitel’s system engineering guide says Agent Assist is currently available in English only.Read 8 Oct 2026 · mitel.com
License requirement
The integration guide says customers need Mitel CX Digital Agent licenses for users responding to chats handed off by the virtual agent.Read 8 Oct 2026 · mitel.com
Live agent handoff
When the virtual agent cannot answer, Agent Assist brings a live agent into the conversation and gives them its history.Read 8 Oct 2026 · mitel.com
Live handoff
When the virtual agent cannot answer, Agent Assist brings a live agent into the conversation and provides its history.Read 4 Oct 2026 · mitel.com
Omnichannel context
Mitel describes customer journeys spanning phone, email, SMS, web chat, social media and in-person communications.Read 4 Oct 2026 · mitel.com
Platform dependency
Mitel’s integration guide says Agent Assist requires MiContact Center Business Release 9.2 SP1 or later.Read 8 Oct 2026 · mitel.com
Pricing availability
The official Agent Assist page directs visitors to contact sales and does not state a product price.Read 4 Oct 2026 · mitel.com
Product role
Mitel Agent Assist is a Google Cloud Contact Center AI-powered assistant and an extension to Mitel Virtual Agent.Read 4 Oct 2026 · mitel.com
Sales and support
Mitel directs prospective customers to contact sales or find a certified Mitel partner for help selecting a solution.Read 4 Oct 2026 · mitel.com
Security statement
Mitel states that its solutions support encryption, data residency controls and audit logging, and that AI-driven analytics operate within established security frameworks.Read 4 Oct 2026 · mitel.com
Suggested responses
Agent Assist monitors the conversation and provides real-time suggested responses to the agent.Read 8 Oct 2026 · mitel.com
Training
Mitel describes Agent Assist as useful for training new agents and adding a personalized touch to the customer journey.Read 8 Oct 2026 · mitel.com
Usage charges
Mitel’s system engineering guide says Agent Assist is billed per seat per hour of concurrent use, monthly in arrears based on customer consumption.Read 8 Oct 2026 · mitel.com

Plans and prices

Mitel Agent Assist Priced on request Pricing not stated; contact sales Read 8 Oct 2026 · mitel.com

Every Mitel Agent Assist plan and price →

Strong points and limits

Strong points

  • Hands off unanswered conversations with their history.
  • Suggests responses to live agents in real time.
  • Supports company-sanctioned answers to repeated inquiries.
  • Web access is supported in modern browsers.

Limits

  • Requires a Google Cloud project with Dialogflow Enterprise Edition.
  • Chat handoffs require CX Digital Agent licenses.
  • Agent Assist is currently available in English only.

Who it suits

It suits contact centers that use Mitel Virtual Agent and want conversation history and suggested responses for human agents. The integration requirements make it relevant to organizations with the specified Google Cloud and Mitel setup.

Verdict

Agent Assist focuses on guiding live agents when a virtual agent cannot resolve an inquiry. Check the Google Cloud and licensing requirements, and ask Mitel for pricing.

Where Specifiction places it

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