Luiz Domingos, the Chief Expertise Officer and Head of Massive Enterprise R&D at Mitel, has constructed a distinguished profession spanning over 20 years. Identified for his progressive method and deep technical experience, Luiz has constantly delivered high-quality options in enterprise communication, contact middle methods, community administration, and cloud companies.
In his present position at Mitel, Luiz units the strategic route for expertise, emphasizing innovation and reliability. He leads the introduction of cutting-edge applied sciences and ensures the corporate’s portfolio stays on the forefront of the business. Earlier than becoming a member of Mitel, Luiz served as Chief Product and Expertise Officer at Unify, the place he efficiently managed the whole product portfolio and spearheaded the event of disruptive cloud choices.
Mitel is a worldwide chief in enterprise communications, offering a complete vary of options that empower organizations to attach, collaborate, and serve their prospects extra successfully. Providing every little thing from on-premises methods to cloud-based communication platforms, Mitel delivers dependable, scalable, and progressive merchandise that handle the various wants of companies of all sizes. With a concentrate on seamless integration and a dedication to high-quality person experiences, Mitel helps firms keep linked and aggressive in right now’s quickly evolving office environments.
Many firms nonetheless depend on legacy communication instruments. Out of your perspective, what are the most important obstacles that outdated methods current to companies right now?
Many firms depend on outdated Personal Department Trade (PBX) methods, contact facilities, and fragmented collaboration instruments. Utilizing legacy instruments comparable to these can result in a scarcity of integration and interoperability, as they function with closed architectures and lack correct SW interfaces. This makes integrating with fashionable AI-driven options, CRM platforms, and cloud-based purposes a lot tougher.
When organizations use fragmented, legacy instruments, person expertise (UX) and productiveness can undergo as utility implementations should not tailored to fashionable, versatile work modes – distant, workplace, or cellular – and don’t present omnichannel capabilities. Moreover, when too many outdated methods are used, safety dangers turn into heightened, resulting in elevated vulnerabilities and compliance gaps as a result of evolving information safety laws like GDPR. Lastly, these legacy instruments additionally trigger increased product upkeep and repair or operational prices, growing the entire value of possession.
How do these communication bottlenecks impression a corporation’s skill to implement AI-driven options successfully?
AI purposes depend on real-time information availability, seamless integration throughout a number of media channels, and automation mechanisms. Nevertheless, legacy methods are likely to retailer information in inner proprietary codecs that AI cannot entry or faucet into, which impairs AI’s true potential and, in some circumstances, results in fragmentation. To perform appropriately, AI requires each structured and unstructured information. Since legacy methods’ information constructions should not conducive to that method, these methods restrict AI’s skill to research conversations, extract enterprise worth, and personalize communication exercise.
Moreover, many AI-driven purposes, comparable to sentiment evaluation and speech-to-text, depend on real-time analytics. Outdated infrastructure typically lacks the processing energy and real-time connectivity wanted for such purposes, resulting in latency and inefficiencies inside a enterprise. True AI-driven automation – digital assistants, workflow automation, and so forth. – requires deep integration with communication platforms. Recurrently used legacy methods with outdated or lacking API help create limitations and bottlenecks to integration and additional hinder automation capabilities.
Addressing these communication bottlenecks may help organizations unlock the complete potential of AI-driven options, enhancing effectivity, decision-making, and UX.
How does Mitel method communication system modernization for giant enterprises transitioning from legacy methods?
Mitel takes a strategic, hybrid method to modernizing unified communications (UC) instruments, serving to enterprises transition from their legacy methods. Slightly than implementing a full overhaul, Mitel advocates for and presents hybrid options composed of on-premise purposes and personal and public cloud options with full interoperability. This hybrid mannequin integrates telephony infrastructure, SBC/gateway tools on the community’s edge, UC purposes, and cloud-based collaboration apps, permitting enterprises to modernize at their very own tempo.
As an answer orchestrator, Mitel focuses on creating the mandatory integrations and companies throughout all customer-deployed purposes. Key rules guiding this method embrace:
- Hybrid Cloud Deployments – Slightly than a whole rip-and-replace method, Mitel maintains and updates present on-premise and personal cloud PBX/UC/Contact Facilities whereas integrating fashionable collaboration instruments within the public cloud, guaranteeing enterprises can evolve with out main disruptions.
- APIs and SDKs – Mitel continually updates and develops APIs and SDKs to bridge the hole between legacy methods and fashionable purposes in collaboration, CRM, and ERP environments. This flexibility permits companies to regularly undertake new companies with out inflicting main disruptions to their each day operations.
- AI Integration with Legacy Techniques – Mitel enhances present communication platforms with AI-driven capabilities comparable to visible voice mails, digital assistants/brokers, and real-time transcription. These AI features work with cloud LLMs and in addition leverage small language fashions (SLMs) that may be operated with out main infrastructure funding or upgrades.
- Safety & Compliance-Pushed Upgrades – Mitel prioritizes safety and regulatory compliance, implementing safety requirements comparable to end-to-end payload and signaling encryption and information encryption at relaxation. It certifies all merchandise to adjust to the most recent laws in sure industries and regional legal guidelines and laws.
AI is reworking enterprise communication. What do you see as the subsequent main developments in AI-driven unified communication methods?
AI is getting used to remodel UC methods by enhancing effectivity, automating duties, and enhancing enterprise communications. It’s also getting used to strengthen safety. Issues comparable to person authentication with voiceprint, steady vulnerability assessments, and system safety auditing contribute to stronger safety measures for enterprises.
On the similar time, Agentic AI and digital assistants are increasing. Organizations are enhancing these AI-powered assistants with multi-modal skills that help varied communication features, together with dealing with complicated queries, automating responses, helping with scheduling, and knowledge retrieval.
AI can be driving improvements in voice-to-text capabilities, real-time multilingual translations, and sentiment evaluation. These enhancements profit Contact Facilities by enhancing worker productiveness and total person satisfaction.
Moreover, using GenAI for content material administration is rising as LLMs are being built-in to generate analytics stories, summaries, authorized and compliant information, and so forth. We’ll proceed to see extra AI adoption to drive the UC area as enterprises use AI-driven language fashions to arrange, retrieve, and share enterprise data to enhance collaboration and data-sharing optimization throughout organizations.
How is Mitel making ready for the rise of AI-powered digital assistants, automation, and predictive analytics in office communication?
Mitel started its AI journey a number of years earlier than the arrival of LLMs, and we proceed to combine AI into our product and expertise partnerships. When relevant, we incorporate AI capabilities into our portfolio to boost buyer options, with a powerful concentrate on agentic AI, together with Digital Assistants and Digital Contact Heart Brokers. Moreover, Mitel presents AI capabilities comparable to pure language processing (NLP), name and assembly analytics, system analytics and predictive reporting, and low code/no-code workflow automation, which all streamline UC and Contact Heart purposes.
How is Mitel leveraging AI and huge language fashions (LLMs) to boost communication and collaboration for enterprises?
Mitel leverages AI and LLMs to enhance the general communications and collaboration expertise inside an enterprise. As talked about earlier, Mitel integrates AI and LLM capabilities into its merchandise, leveraging superior speech and textual content evaluation (particularly NLP and speech-to-text), clever digital assistants with context reminiscence, and activity automation. Mitel can be providing an answer for self-help and buyer help with AI, incorporating the shopper data base through an AI mannequin coaching course of. These applied sciences improve real-time communication, optimize buyer interactions, guarantee system safety, and supply cost-effective, 24/7 monitoring and help.
What are the most important challenges in integrating LLMs into enterprise communication methods, and the way is Mitel addressing them?
There are a number of challenges in relation to integrating LLMs into enterprise communication methods, together with information privateness, safety, latency, and the necessity for versatile AI integration. As a worldwide group, information privateness issues and regulatory compliance (GDPR and the European AI Act) are our prime priorities. So, we’re guaranteeing our AI options shield buyer information in any respect prices. For enhanced safety, Mitel is investigating the utilization of SLMs deployed on the buyer’s community edge to restrict and shield information that could possibly be uncovered to public cloud LLMs. In hybrid cloud environments, it’s crucial that each one merchandise have the correct interfaces/APIs to include AI safely and securely. Mitel has modernized its merchandise to allow AI integrations throughout on-premise, hosted, and personal and public clouds. We’re additionally growing versatile workflow creation capabilities that can permit a “carry your personal LLM” (BYO-LLM) method to keep away from vendor lock-in.
Fashionable communication requires LLM responses to be instantaneous for real-time collaboration instruments like voice and video, which creates infrastructure challenges. Mitel’s imaginative and prescient is to depend on Edge AI to course of real-time communication and cut back latency for a pure expertise and interplay with AI assistants. Lastly, Mitel is engaged on AI fashions that may be fine-tuned for particular industries like healthcare, finance, and hospitality, guaranteeing extra vertically related and context-aware AI-driven communication.
By way of AI-powered pure language processing, what purposes are you most enthusiastic about inside Mitel’s product ecosystem?
Given the measurable and rapid return on funding, Mitel Contact Heart is probably the most thrilling space for AI-driven LLM and NLP options. The AI-powered digital brokers with chat and speech interplay can deal with buyer inquiries and collect data earlier than escalating to a stay agent, decreasing workload and enhancing response instances. Options comparable to name recordings with transcription, summarization for compliance, sentiment analytics for buyer satisfaction, and agent coaching all enhance operations. Mitel’s UC options embrace visible voicemail, sensible search, data administration, and noise cancellation for clearer calls.
As AI reshapes communication, how ought to companies method the moral issues of AI-driven office interactions?
AI is considerably reworking office communication and collaboration, introducing new person and buyer experiences. Nevertheless, these adjustments don’t come with out moral challenges. Moral issues ought to be continually addressed at each stage of AI implementation, together with coaching AI fashions on numerous datasets to keep away from bias and guarantee truthful decision-making. One of many greatest issues with AI is transparency and explainability, which requires clear phrases and circumstances and disclosure of AI use. The usage of AI ought to increase human augmentation and empowerment, however it’s not a substitute.
Moreover, safety and AI misuse prevention ought to be thought-about to guard towards deepfakes and manipulation of person information and credentials.
What steps can organizations take to make sure a easy transition for workers as AI turns into extra embedded in each day workflows?
Enterprises should take steps to foster adoption, belief, and productiveness to make sure a easy transition to AI-based options. Step one for organizations is to create AI insurance policies and enterprise governance to outline AI’s position inside the firm after which keep on with them. Management must also align on messaging and advocacy for AI adoption and supply coaching to all workers on how AI works, its limitations, and find out how to use it successfully.
Concurrently, organizations ought to introduce AI collaboration instruments and integration frameworks that empower workers with AI help to boost the decision-making course of whereas sustaining human oversight. Management must also handle moral and job safety issues and supply channels to collect worker suggestions and measure the incremental worth launched by AI.
By doing all this stuff early within the AI adoption course of, workers will really feel extra assured utilizing the instruments, and organizations will see a quicker ROI on their investments.
Thanks for the nice interview, readers who want to be taught extra ought to go to Mitel.