Mitel, a global leader in business communications, and Talkative, an innovative provider of AI customer service solutions, announced an expanded partnership that will bring leading generative AI tools to Mitel’s contact center solutions designed to help organizations simplify daily workflows and elevate the customer experience.
Modern contact centers face growing challenges. They often struggle to recruit and retain skilled staff and are expected to provide 24/7 responses to customers’ increasingly complex queries over multiple channels. Relying solely on human agents and rigid, pre-programmed systems often falls short of these changing requirements. With the enhanced partnership, Talkative’s suite of AI-driven customer service tools now fully integrates with Mitel’s contact center portfolio, further empowering organizations to engage with customers how and where they prefer, including AI-enhanced live chat, virtual agents, social messaging, SMS, and video chat.
The new AI-powered capabilities also enable companies to leverage automation to answer everyday customer questions. Using a company’s existing product and support information, company-specific AI knowledge bases can train virtual agents to create intent-based conversation flows that promote self-service options. This means increased efficiency and more time for contact center agents to handle complex requests. Powerful tools like AI Agent Assist and real-time automatic translation can be deployed directly from Mitel’s omnichannel customer experience management platforms, MiContact Center Business and MiContact Center Enterprise, to ensure agents provide customers with faster, contextually aware, and ultimately more accurate responses to questions.
Also Read: Brizy Unveils New Shopify App: Craft Stunning Store Pages, No Code Required
Features include:
- AI Virtual Agents: Flexible, easy-to-manage, and multi-lingual virtual agents intelligently understand the meaning of customer requests, improving response relevance.
- Live Chat and Video Calling: Contact center employees can engage more quickly and effectively with customers with real-time agent chat enhanced by GenAI, and AI transcripts for video calls that can be delivered via a website, app, or messaging channel.
- WhatsApp, SMS, and Facebook Messaging: Enables full compatibility for customer interactions via social messaging on MiContact Center Business and Enterprise.
- AI Analytics, Insights Reports, and more: Analytics and reporting features provide data insights to help contact centers continuously improve their CX, operational efficiency, and overall performance.
“Deepening our partnership with Talkative brings a new dimension to our contact center portfolio and further strengthens our AI ecosystem,” said Martin Bitzinger, senior vice president, product management at Mitel. “AI offers so much potential for companies looking to deliver exceptional customer service, but getting started can feel overwhelming. Talkative makes the power of AI accessible to any business through intuitive GenAI functionality. Now deeply integrated into Mitel’s contact center solutions, it means better customer interactions and more effective agent performance.”
“Our partnership with Mitel will empower businesses with tools that enhance customer interactions while also driving operational efficiency and greater customer loyalty,” said Felix Winstone, co-founder and CEO of Talkative. “Mitel’s omnichannel capabilities are unmatched, and together we can redefine the way contact centers operate, integrating AI capabilities into an agent’s workflow, with reporting and monitoring also included in one ‘single pane of glass’ interface.
SOURCE: BusinessWire