Mitel CX

Spec sheet

What it does

Mitel CX is an enterprise contact-center platform combining voice, digital channels, analytics, automation and workforce tools.Read 15 Oct 2026 · mitel.com

Product

Mitel CX is a customer engagement and contact center platform for connecting voice, digital, and AI-assisted customer conversations.Read 11 Oct 2026 · mitel.com

Intended users

Mitel presents CX for enterprises and highlights healthcare, IT and HR help desks, and financial services use cases.Read 11 Oct 2026 · mitel.com

Deployment

Mitel documents cloud, on-premises, private-cloud and hybrid deployment options.Read 15 Oct 2026 · mitel.com

Integrations

Mitel advertises CRM, ERP, front-office and back-office integrations plus workflow integrations.Read 15 Oct 2026 · mitel.com

Security

Mitel CX lists encryption, auditing, policies, and recording encryption with key management among its security and compliance capabilities.Read 11 Oct 2026 · mitel.com

Support

The subscription page lists 24×7×365 support and software and security updates.Read 11 Oct 2026 · mitel.com

Agent assistance

The unified desktop offers AI-suggested replies, coaching and automated call summaries.Read 15 Oct 2026 · mitel.com

Agent productivity

Agent tools monitor occupancy, activity and burnout indicators.Read 15 Oct 2026 · mitel.com

AI analytics

AI analytics evaluates conversation tone, keywords and sentiment to produce operational insights.Read 15 Oct 2026 · mitel.com

Analytics

Mitel CX provides real-time dashboards, historical reporting, quality management, and speech analytics.Read 11 Oct 2026 · mitel.com

Automation

Its listed self-service features include no-code AI virtual agents and IVR with speech recognition and text-to-speech.Read 11 Oct 2026 · mitel.com

Channels

The product supports interactions across voice, video, chat, SMS, email, and social messaging.Read 11 Oct 2026 · mitel.com

Company facts

LinkedIn lists Mitel as privately held, founded in 1972, headquartered in Kanata, Ontario, with 1,001–5,000 employees.Read 15 Oct 2026 · linkedin.com

Digital channel scope

omnichannelRead 22 Sep 2026 · mitel.com

Documentation depth

Documentation includes installation, administration, deployment, digital, reporting, security-hardening, privacy, system-engineering, release-note and HTML-help materials.Read 15 Oct 2026 · mitel.com

Historical reporting

Historical reports track performance trends across teams, campaigns and time periods.Read 15 Oct 2026 · mitel.com

Inbound calling

YesRead 22 Sep 2026 · mitel.com

Integration support limit

Mitel documentation says customers are responsible for ensuring third-party applications meet vendor requirements, and third-party vendors provide their installation, configuration, support, and maintenance.Read 11 Oct 2026 · mitel.com

IVR builder

YesRead 22 Sep 2026 · mitel.com

Launch news

Mitel announced general availability of Mitel CX on March 17, 2025, with availability beginning in April 2025.Read 15 Oct 2026 · businesswire.com

Licence

The EULA treats Mitel CX as proprietary Mitel software; separately identified open-source components may be included and supplied on request.Read 15 Oct 2026 · mitel.com

Limit: extra licensing

A G2 reviewer says digit collection requires an IVR-port licence, increasing cost.Read 15 Oct 2026 · g2.com

Limit: mobile app reliability

Apple App Store reviewers report dropped calls during Wi-Fi-to-cellular handoffs, crashes and unsynchronized activity between mobile and desktop apps.Read 15 Oct 2026 · apps.apple.com

Limit: monitoring visibility

A Gartner reviewer reports no external SNMP or SSH visibility, complicating third-party monitoring.Read 15 Oct 2026 · gartner.com

Omnichannel

The platform handles voice, video, chat, SMS, email, social messaging and other digital interactions.Read 15 Oct 2026 · mitel.com

Outbound dialer

YesRead 22 Sep 2026 · mitel.com

Ownership change

Mitel says its June 20, 2025 restructuring reduced debt by about $1.15 billion, cut annual cash interest by about $135 million, raised about $125 million and transferred ownership from Searchlight Capital Partners to lenders.Read 15 Oct 2026 · mitel.com

Platform access

Mitel documentation describes browser-based reporting and says Ignite is available in web versions; a SIP installation guide gives Windows installation instructions for the server software.Read 11 Oct 2026 · mitel.com

Praise: connectivity

A TrustRadius reviewer says the mobile app keeps users productive across devices and locations.Read 15 Oct 2026 · trustradius.com

Praise: installation

Gartner reviewers repeatedly cite easy installation and configuration.Read 15 Oct 2026 · gartner.com

Praise: usability

G2 reviewers praise ease of use, hardware connectivity, mobile forwarding and broad application integration.Read 15 Oct 2026 · g2.com

Public APIs

The product page identifies REST APIs for CRM and workforce-management integrations.Read 15 Oct 2026 · mitel.com

Quality management

AI-assisted quality management automates interaction scoring for compliance, coaching and consistency.Read 15 Oct 2026 · mitel.com

Rating on Apple App Store

4.5 out of 5 from 4,800 ratingsRead 15 Oct 2026 · apps.apple.com

Rating on G2

3.8 out of 5 from 3 reviewsRead 15 Oct 2026 · g2.com

Rating on Gartner Peer Insights

4.9 out of 5 from 22 reviewsRead 15 Oct 2026 · gartner.com

Rating on GetApp

4.2 out of 5 from 5 reviewsRead 15 Oct 2026 · getapp.com

Rating on TrustRadius

10 out of 10 from 1 reviewRead 15 Oct 2026 · trustradius.com

Real-time dashboards

Supervisors can view queues, service levels and agent activity in real time.Read 15 Oct 2026 · mitel.com

SDK availability

Mitel's document center publishes Mitel CX SDK API Reference ZIP packages and data dictionaries for multiple releases.Read 15 Oct 2026 · mitel.com

Security advisory

Mitel reported a high-severity reflected cross-site-scripting vulnerability affecting Mitel CX versions 2.0.0.1 and earlier and recommended hotfixes or upgrading to 2.1 or later.Read 15 Oct 2026 · mitel.com

Security compliance

Mitel states its solutions support standards and regimes including HIPAA, FedRAMP, ISO 27001, DORA, MiFID II and DoD JITC.Read 15 Oct 2026 · mitel.com

Security controls

Listed controls include encryption, auditing, policies, supervisor monitoring and recording key management in higher tiers.Read 15 Oct 2026 · mitel.com

Self-service

CX provides no-code AI virtual agents, speech-enabled IVR, text-to-speech and multilingual support.Read 15 Oct 2026 · mitel.com

System requirements

The engineering guide specifies Windows 10/11 clients, at least 4 GB client memory, two 2 GHz CPU cores and 2 GB free installation storage for a single-use profile.Read 15 Oct 2026 · mitel.com

Virtualization

Validated server virtualization platforms include VMware ESXi, Microsoft Hyper-V, Nutanix AHV and Proxmox.Read 15 Oct 2026 · mitel.com

Workforce management

Forecasting and scheduling tools predict staffing needs and automate shift planning.Read 15 Oct 2026 · mitel.com

Workforce tools

The product lists forecasting, scheduling, and agent productivity tools for workforce optimization.Read 11 Oct 2026 · mitel.com

Plans and prices

Every Mitel CX plan and price →

Where Specifiction places it

• Call Center Software#26 of 1228.5