Luiz Domingos, the Chief Know-how Officer and Head of Giant Enterprise R&D at Mitel, has constructed a distinguished profession spanning over twenty years. Recognized for his modern strategy and deep technical experience, Luiz has constantly delivered high-quality options in enterprise communication, contact heart methods, community administration, and cloud companies.
In his present position at Mitel, Luiz units the strategic path for know-how, 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 all the 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 tackle the varied wants of companies of all sizes. With a concentrate on seamless integration and a dedication to high-quality consumer experiences, Mitel helps corporations keep related and aggressive in in the present day’s quickly evolving office environments.
Many corporations nonetheless depend on legacy communication instruments. Out of your perspective, what are the most important obstacles that outdated methods current to companies in the present day?
Many corporations depend on outdated Non-public Department Trade (PBX) methods, contact facilities, and fragmented collaboration instruments. Utilizing legacy instruments equivalent 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 trendy AI-driven options, CRM platforms, and cloud-based functions a lot tougher.
When organizations use fragmented, legacy instruments, consumer expertise (UX) and productiveness can undergo as software implementations usually are not tailored to trendy, versatile work modes – distant, workplace, or cell – 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 Moreover, when too many outdated methods are used, safety dangers turn into heightened, resulting in elevated vulnerabilities and compliance gaps as a result of evolving information safety rules like GDPR. Lastly, these legacy instruments additionally trigger larger product upkeep and repair or operational prices, growing the entire value of possession.
How do these communication bottlenecks affect a company’s capacity to implement AI-driven options successfully?
AI functions 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 inside proprietary codecs that AI cannot entry or faucet into, which impairs AI’s true potential and, in some circumstances, results in fragmentation. To operate accurately, AI requires each structured and unstructured information. Since legacy methods’ information constructions usually are not conducive to that strategy, these methods restrict AI’s capacity to investigate conversations, extract enterprise worth, and personalize communication exercise.
Moreover, many AI-driven functions, equivalent to 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 functions, 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. Usually used legacy methods with outdated or lacking API assist create boundaries and bottlenecks to integration and additional hinder automation capabilities.
Addressing these communication bottlenecks can assist organizations unlock the total potential of AI-driven options, bettering effectivity, decision-making, and UX.
How does Mitel strategy communication system modernization for big enterprises transitioning from legacy methods?
Mitel takes a strategic, hybrid strategy to modernizing unified communications (UC) instruments, serving to enterprises transition from their legacy methods. Fairly than implementing a full overhaul, Mitel advocates for and presents hybrid options composed of on-premise functions and personal and public cloud options with full interoperability. This hybrid mannequin integrates telephony infrastructure, SBC/gateway gear on the community’s edge, UC functions, 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 functions. Key ideas guiding this strategy embrace:
- Hybrid Cloud Deployments – Fairly than an entire rip-and-replace strategy, Mitel maintains and updates present on-premise and personal cloud PBX/UC/Contact Facilities whereas integrating trendy collaboration instruments within the public cloud, guaranteeing enterprises can evolve with out main disruptions.
- APIs and SDKs – Mitel continuously updates and develops APIs and SDKs to bridge the hole between legacy methods and trendy functions in collaboration, CRM, and ERP environments. This flexibility permits companies to step by step undertake new companies with out inflicting main disruptions to their each day operations.
- AI Integration with Legacy Methods – Mitel enhances present communication platforms with AI-driven capabilities equivalent to visible voice mails, digital assistants/brokers, and real-time transcription. These AI capabilities work with cloud LLMs and likewise 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 equivalent to 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 subsequent main developments in AI-driven unified communication methods?
AI is getting used to rework UC methods by enhancing effectivity, automating duties, and bettering enterprise communications. It is usually getting used to strengthen safety. Issues equivalent to consumer 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 assist numerous communication capabilities, together with dealing with advanced queries, automating responses, aiding with scheduling, and data 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 total consumer satisfaction.
Moreover, the usage of GenAI for content material administration is rising as LLMs are being built-in to generate analytics experiences, 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 prepare, retrieve, and share enterprise information 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 appearance of LLMs, and we proceed to combine AI into our product and know-how 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 equivalent 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 functions.
How is Mitel leveraging AI and enormous 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 also be providing an answer for self-help and buyer assist with AI, incorporating the shopper information base by way of 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 assist.
What are the most important challenges in integrating LLMs into enterprise communication methods, and the way is Mitel addressing them?
There are just a few challenges in the case of 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 guaranteeing our AI options defend 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 defend 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 may enable a “deliver your individual LLM” (BYO-LLM) strategy 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 scale 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 functions 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 dwell agent, lowering workload and bettering response occasions. Options equivalent 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, good search, information administration, and noise cancellation for clearer calls.
As AI reshapes communication, how ought to companies strategy the moral issues of AI-driven office interactions?
AI is considerably remodeling office communication and collaboration, introducing new consumer and buyer experiences. Nevertheless, these modifications don’t come with out moral challenges. Moral issues must be continuously addressed at each stage of AI implementation, together with coaching AI fashions on various datasets to keep away from bias and guarantee truthful decision-making. One of many largest considerations with AI is transparency and explainability, which requires clear phrases and situations and disclosure of AI use. The usage of AI ought to broaden human augmentation and empowerment, however it isn’t a alternative.
Moreover, safety and AI misuse prevention must be thought-about to guard in opposition to deepfakes and manipulation of consumer 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 stick with them. Management must also align on messaging and advocacy for AI adoption and provide coaching to all staff on how AI works, its limitations, and learn how to use it successfully.
Concurrently, organizations ought to introduce AI collaboration instruments and integration frameworks that empower staff with AI help to boost the decision-making course of whereas sustaining human oversight. Management must also tackle 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 sooner ROI on their investments.
Thanks for the good interview, readers who want to be taught extra ought to go to Mitel.
