Luiz Domingos, the Chief Know-how Officer and Head of Massive Enterprise R&D at Mitel, has constructed a distinguished profession spanning over twenty years. Recognized for his modern method and deep technical experience, Luiz has constantly delivered high-quality options in enterprise communication, contact middle methods, community administration, and cloud providers.
In his present position at Mitel, Luiz units the strategic course 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 trade. Earlier than becoming a member of Mitel, Luiz served as Chief Product and Know-how Officer at Unify, the place he efficiently managed the complete product portfolio and spearheaded the event of disruptive cloud choices.
Mitel is a world chief in enterprise communications, offering a complete vary of options that empower organizations to attach, collaborate, and serve their prospects extra successfully. Providing the whole lot from on-premises methods to cloud-based communication platforms, Mitel delivers dependable, scalable, and modern merchandise that deal with the varied wants of companies of all sizes. With a concentrate on seamless integration and a dedication to high-quality person experiences, Mitel helps firms keep related and aggressive in immediately’s quickly evolving office environments.
Many firms nonetheless depend on legacy communication instruments. Out of your perspective, what are the largest obstacles that outdated methods current to companies immediately?
Many firms depend on outdated Personal Department Trade (PBX) methods, contact facilities, and fragmented collaboration instruments. Utilizing legacy instruments resembling these can result in an absence of integration and interoperability, as they function with closed architectures and lack correct SW interfaces. This makes integrating with trendy AI-driven options, CRM platforms, and cloud-based purposes a lot more durable.
When organizations use fragmented, legacy instruments, person expertise (UX) and productiveness can undergo as utility implementations should not tailored to trendy, versatile work modes – distant, workplace, or cellular – and don’t present omnichannel capabilities. Moreover, when too many outdated methods are used, safety dangers change into heightened, resulting in elevated vulnerabilities and compliance gaps as a consequence of evolving information safety rules like GDPR. Lastly, these legacy instruments additionally trigger larger product upkeep and repair or operational prices, rising the full value of possession.
How do these communication bottlenecks affect a corporation’s capability 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 inclined to retailer information in inner proprietary codecs that AI can’t entry or faucet into, which impairs AI’s true potential and, in some instances, results in fragmentation. To perform appropriately, AI requires each structured and unstructured information. Since legacy methods’ information buildings should not conducive to that method, these methods restrict AI’s capability to research conversations, extract enterprise worth, and personalize communication exercise.
Moreover, many AI-driven purposes, resembling sentiment evaluation and speech-to-text, depend on real-time analytics. Outdated infrastructure usually 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 on. – requires deep integration with communication platforms. Frequently used legacy methods with outdated or lacking API help create boundaries and bottlenecks to integration and additional hinder automation capabilities.
Addressing these communication bottlenecks might help organizations unlock the total potential of AI-driven options, bettering 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. Somewhat than imposing a full overhaul, Mitel advocates for and provides 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 providers throughout all customer-deployed purposes. Key ideas guiding this method embody:
- Hybrid Cloud Deployments – Somewhat than an entire rip-and-replace method, Mitel maintains and updates present on-premise and personal cloud PBX/UC/Contact Facilities whereas integrating trendy collaboration instruments within the public cloud, making certain 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 trendy purposes in collaboration, CRM, and ERP environments. This flexibility permits companies to progressively undertake new providers with out inflicting main disruptions to their every day operations.
- AI Integration with Legacy Techniques – Mitel enhances present communication platforms with AI-driven capabilities resembling visible voice mails, digital assistants/brokers, and real-time transcription. These AI capabilities 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 resembling end-to-end payload and signaling encryption and information encryption at relaxation. It certifies all merchandise to adjust to the most recent rules in sure industries and regional legal guidelines and rules.
AI is remodeling enterprise communication. What do you see as the following main developments in AI-driven unified communication methods?
AI is getting used to remodel UC methods by enhancing effectivity, automating duties, and bettering enterprise communications. It’s also getting used to strengthen safety. Issues resembling person authentication with voiceprint, steady vulnerability assessments, and system safety auditing contribute to stronger safety measures for enterprises.
On the identical time, Agentic AI and digital assistants are increasing. Organizations are enhancing these AI-powered assistants with multi-modal talents that help varied communication capabilities, together with dealing with advanced queries, automating responses, helping with scheduling, and knowledge retrieval.
AI can also be driving improvements in voice-to-text capabilities, real-time multilingual translations, and sentiment evaluation. These enhancements profit Contact Facilities by bettering worker productiveness and general person satisfaction.
Moreover, using GenAI for content material administration is rising as LLMs are being built-in to generate analytics reviews, summaries, authorized and compliant data, and so on. 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 reinforce buyer options, with a powerful concentrate on agentic AI, together with Digital Assistants and Digital Contact Heart Brokers. Moreover, Mitel provides AI capabilities resembling 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 enormous language fashions (LLMs) to reinforce 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 job automation. Mitel can also 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 largest challenges in integrating LLMs into enterprise communication methods, and the way is Mitel addressing them?
There are a couple 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 world group, information privateness considerations and regulatory compliance (GDPR and the European AI Act) are our prime priorities. So, we’re making certain 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 may very well be uncovered to public cloud LLMs. In hybrid cloud environments, it’s crucial that every 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 may enable 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, making certain extra vertically related and context-aware AI-driven communication.
When it comes to AI-powered pure language processing, what purposes are you most enthusiastic about inside Mitel’s product ecosystem?
Given the measurable and speedy 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 reside agent, lowering workload and bettering response occasions. Options resembling name recordings with transcription, summarization for compliance, sentiment analytics for buyer satisfaction, and agent coaching all enhance operations. Mitel’s UC options embody visible voicemail, sensible search, data administration, and noise cancellation for clearer calls.
As AI reshapes communication, how ought to companies method the moral concerns of AI-driven office interactions?
AI is considerably remodeling office communication and collaboration, introducing new person and buyer experiences. Nevertheless, these modifications don’t come with out moral challenges. Moral concerns needs to be continually addressed at each stage of AI implementation, together with coaching AI fashions on various datasets to keep away from bias and guarantee honest decision-making. One of many greatest considerations with AI is transparency and explainability, which requires clear phrases and situations and disclosure of AI use. Using AI ought to increase human augmentation and empowerment, however it’s not a substitute.
Moreover, safety and AI misuse prevention needs to be thought-about to guard in opposition to 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 every 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 also needs to align on messaging and advocacy for AI adoption and supply coaching to all staff on how AI works, its limitations, and use it successfully.
Concurrently, organizations ought to introduce AI collaboration instruments and integration frameworks that empower staff with AI help to reinforce the decision-making course of whereas sustaining human oversight. Management also needs to deal with moral and job safety considerations and supply channels to assemble worker suggestions and measure the incremental worth launched by AI.
By doing all these items early within the AI adoption course of, staff 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 study extra ought to go to Mitel.
