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 revolutionary method and deep technical experience, Luiz has persistently delivered high-quality options in enterprise communication, contact heart techniques, community administration, and cloud providers.
In his present function 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 business. Earlier than becoming a member of Mitel, Luiz served as Chief Product and Expertise Officer at Unify, the place he efficiently managed your complete 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 thing from on-premises techniques to cloud-based communication platforms, Mitel delivers dependable, scalable, and revolutionary merchandise that deal with the varied wants of companies of all sizes. With a deal with seamless integration and a dedication to high-quality consumer experiences, Mitel helps firms keep related and aggressive in as we speak’s quickly evolving office environments.
Many firms nonetheless depend on legacy communication instruments. Out of your perspective, what are the largest obstacles that outdated techniques current to companies as we speak?
Many firms depend on outdated Non-public Department Trade (PBX) techniques, contact facilities, and fragmented collaboration instruments. Utilizing legacy instruments resembling 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 more durable.
When organizations use fragmented, legacy instruments, consumer expertise (UX) and productiveness can endure 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 Moreover, when too many outdated techniques are used, safety dangers turn into heightened, resulting in elevated vulnerabilities and compliance gaps attributable to evolving knowledge safety laws 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 impression a corporation’s potential to implement AI-driven options successfully?
AI functions depend on real-time knowledge availability, seamless integration throughout a number of media channels, and automation mechanisms. Nonetheless, legacy techniques are inclined to retailer knowledge in inside proprietary codecs that AI cannot entry or faucet into, which impairs AI’s true potential and, in some instances, results in fragmentation. To operate accurately, AI requires each structured and unstructured knowledge. Since legacy techniques’ knowledge constructions usually are not conducive to that method, these techniques restrict AI’s potential to investigate conversations, extract enterprise worth, and personalize communication exercise.
Moreover, many AI-driven functions, resembling 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 functions, resulting in latency and inefficiencies inside a enterprise. True AI-driven automation – digital assistants, workflow automation, and many others. – requires deep integration with communication platforms. Frequently used legacy techniques with outdated or lacking API help create obstacles and bottlenecks to integration and additional hinder automation capabilities.
Addressing these communication bottlenecks will help organizations unlock the total potential of AI-driven options, bettering effectivity, decision-making, and UX.
How does Mitel method communication system modernization for big enterprises transitioning from legacy techniques?
Mitel takes a strategic, hybrid method to modernizing unified communications (UC) instruments, serving to enterprises transition from their legacy techniques. Relatively than imposing a full overhaul, Mitel advocates for and provides 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 required integrations and providers throughout all customer-deployed functions. Key ideas guiding this method embody:
- Hybrid Cloud Deployments – Relatively than an entire rip-and-replace method, Mitel maintains and updates current 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 always updates and develops APIs and SDKs to bridge the hole between legacy techniques and trendy functions in collaboration, CRM, and ERP environments. This flexibility permits companies to progressively undertake new providers with out inflicting main disruptions to their day by day operations.
- AI Integration with Legacy Methods – Mitel enhances current 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 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 resembling end-to-end payload and signaling encryption and knowledge 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 remodeling enterprise communication. What do you see as the following main developments in AI-driven unified communication techniques?
AI is getting used to rework UC techniques by enhancing effectivity, automating duties, and bettering enterprise communications. It is usually getting used to strengthen safety. Issues resembling consumer 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 numerous communication capabilities, together with dealing with complicated queries, automating responses, helping 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, using GenAI for content material administration is rising as LLMs are being built-in to generate analytics studies, summaries, authorized and compliant information, and many others. 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 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 appearance 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 deal with 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 functions.
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 process automation. Mitel can also be providing an answer for self-help and buyer help with AI, incorporating the client data 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 help.
What are the largest challenges in integrating LLMs into enterprise communication techniques, and the way is Mitel addressing them?
There are a number of challenges in relation to integrating LLMs into enterprise communication techniques, together with knowledge privateness, safety, latency, and the necessity for versatile AI integration. As a worldwide group, knowledge privateness considerations and regulatory compliance (GDPR and the European AI Act) are our prime priorities. So, we’re guaranteeing our AI options defend buyer knowledge 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 knowledge that could possibly 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 can enable a “convey 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.
When it comes to AI-powered pure language processing, what functions 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 info earlier than escalating to a stay agent, decreasing workload and bettering response instances. 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, good 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 consumer and buyer experiences. Nonetheless, these adjustments don’t come with out moral challenges. Moral concerns must be always 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’s not a alternative.
Moreover, safety and AI misuse prevention must be thought of to guard towards deepfakes and manipulation of consumer knowledge and credentials.
What steps can organizations take to make sure a clean transition for workers as AI turns into extra embedded in day by day workflows?
Enterprises should take steps to foster adoption, belief, and productiveness to make sure a clean transition to AI-based options. Step one for organizations is to create AI insurance policies and enterprise governance to outline AI’s function throughout the firm after which keep on with them. Management must also align on messaging and advocacy for AI adoption and provide coaching to all workers on how AI works, its limitations, and the best way 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 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 this stuff early within the AI adoption course of, workers will really feel extra assured utilizing the instruments, and organizations will see a sooner ROI on their investments.
Thanks for the nice interview, readers who want to be taught extra ought to go to Mitel.
