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 revolutionary method and deep technical experience, Luiz has persistently delivered high-quality options in enterprise communication, contact heart programs, community administration, and cloud companies.
In his present function 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 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 clients extra successfully. Providing all the pieces from on-premises programs 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 person experiences, Mitel helps firms keep related 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 Out of your perspective, what are the largest obstacles that outdated programs current to companies right now?
Many firms depend on outdated Non-public Department Change (PBX) programs, contact facilities, and fragmented collaboration instruments. Utilizing legacy instruments similar 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, person expertise (UX) and productiveness can endure as software implementations aren’t tailored to trendy, versatile work modes – distant, workplace, or cell – and don’t present omnichannel capabilities. Moreover, when too many outdated programs are used, safety dangers turn into heightened, resulting in elevated vulnerabilities and compliance gaps resulting from evolving information safety rules like GDPR. Lastly, these legacy instruments additionally trigger greater product upkeep and repair or operational prices, rising the whole value of possession.
How do these communication bottlenecks affect a company’s potential 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. Nonetheless, legacy programs are inclined to retailer information in inside 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 accurately, AI requires each structured and unstructured information. Since legacy programs’ information constructions aren’t conducive to that method, these programs restrict AI’s potential to research conversations, extract enterprise worth, and personalize communication exercise.
Moreover, many AI-driven functions, similar 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 functions, 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. Repeatedly used legacy programs with outdated or lacking API assist create obstacles and bottlenecks to integration and additional hinder automation capabilities.
Addressing these communication bottlenecks may also help organizations unlock the complete potential of AI-driven options, enhancing effectivity, decision-making, and UX.
How does Mitel method communication system modernization for big enterprises transitioning from legacy programs?
Mitel takes a strategic, hybrid method to modernizing unified communications (UC) instruments, serving to enterprises transition from their legacy programs. Moderately 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 companies throughout all customer-deployed functions. Key rules guiding this method embrace:
- Hybrid Cloud Deployments – Moderately than a whole 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 always updates and develops APIs and SDKs to bridge the hole between legacy programs and trendy functions in collaboration, CRM, and ERP environments. This flexibility permits companies to steadily 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 similar 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 similar 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 reworking enterprise communication. What do you see as the following main developments in AI-driven unified communication programs?
AI is getting used to rework UC programs by enhancing effectivity, automating duties, and enhancing enterprise communications. Additionally it is getting used to strengthen safety. Issues similar 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 talents that assist varied communication features, 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 enhancing worker productiveness and total person satisfaction.
Moreover, the usage of GenAI for content material administration is rising as LLMs are being built-in to generate analytics reviews, summaries, authorized and compliant data, and so forth. We’ll proceed to see extra AI adoption to drive the UC house as enterprises use AI-driven language fashions to arrange, retrieve, and share enterprise information to enhance collaboration and data-sharing optimization throughout organizations.
How is Mitel getting 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 reinforce buyer options, with a robust deal with agentic AI, together with Digital Assistants and Digital Contact Middle Brokers. Moreover, Mitel provides AI capabilities similar 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 Middle functions.
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 process automation. Mitel can also be providing an answer for self-help and buyer assist with AI, incorporating the client 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 largest challenges in integrating LLMs into enterprise communication programs, and the way is Mitel addressing them?
There are a couple of challenges on the subject of integrating LLMs into enterprise communication programs, together with information privateness, safety, latency, and the necessity for versatile AI integration. As a worldwide group, information privateness considerations and regulatory compliance (GDPR and the European AI Act) are our high priorities. So, we’re making certain 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 every one merchandise have the right 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 individual 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.
By way of AI-powered pure language processing, what functions are you most enthusiastic about inside Mitel’s product ecosystem?
Given the measurable and fast return on funding, Mitel Contact Middle 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 enhancing response occasions. Options similar 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, information 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. Nonetheless, these modifications don’t come with out moral challenges. Moral issues needs to be always addressed at each stage of AI implementation, together with coaching AI fashions on numerous datasets to keep away from bias and guarantee honest decision-making. One of many largest considerations 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 needs to be thought of to guard in opposition to deepfakes and manipulation of person information and credentials.
What steps can organizations take to make sure a clean 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 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 also needs to align on messaging and advocacy for AI adoption and provide coaching to all staff on how AI works, its limitations, and tips on how to 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 collect worker suggestions and measure the incremental worth launched by AI.
By doing all this stuff 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 be taught extra ought to go to Mitel.
