Luiz Domingos, the Chief Expertise 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 constantly delivered high-quality options in enterprise communication, contact middle programs, 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 business. Earlier than becoming a member of Mitel, Luiz served as Chief Product and Expertise Officer at Unify, the place he efficiently managed your entire 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 all the pieces from on-premises programs to cloud-based communication platforms, Mitel delivers dependable, scalable, and revolutionary merchandise that handle the varied wants of companies of all sizes. With a give attention to seamless integration and a dedication to high-quality consumer experiences, Mitel helps corporations keep linked and aggressive in immediately’s quickly evolving office environments.
Many corporations nonetheless depend on legacy communication instruments. Out of your perspective, what are the largest obstacles that outdated programs current to companies immediately?
Many corporations depend on outdated Non-public Department Change (PBX) programs, contact facilities, and fragmented collaboration instruments.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 more durable.
When organizations use fragmented, legacy instruments, consumer expertise (UX) and productiveness can endure as utility 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 Moreover, when too many outdated programs are used, safety dangers turn into heightened, resulting in elevated vulnerabilities and compliance gaps on account of evolving knowledge safety laws like GDPR. Lastly, these legacy instruments additionally trigger larger product upkeep and repair or operational prices, growing the overall price of possession.
How do these communication bottlenecks impression a corporation’s skill 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 programs are inclined to retailer knowledge 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 knowledge. Since legacy programs’ knowledge constructions usually are not conducive to that method, these programs restrict AI’s skill to investigate 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 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 many others. – requires deep integration with communication platforms. Commonly used legacy programs with outdated or lacking API help 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 giant 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 ideas guiding this method embody:
- Hybrid Cloud Deployments – Moderately 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, guaranteeing enterprises can evolve with out main disruptions.
- APIs and SDKs – Mitel continually 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 regularly undertake new companies with out inflicting main disruptions to their day by day operations.
- AI Integration with Legacy Techniques – 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 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 similar to end-to-end payload and signaling encryption and knowledge encryption at relaxation. It certifies all merchandise to adjust to the newest laws in sure industries and regional legal guidelines and laws.
AI is remodeling enterprise communication. What do you see as the subsequent main developments in AI-driven unified communication programs?
AI is getting used to remodel UC programs by enhancing effectivity, automating duties, and enhancing enterprise communications. Additionally it is getting used to strengthen safety. Issues similar to 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 talents that help 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 consumer satisfaction.
Moreover, the usage of GenAI for content material administration is rising as LLMs are being built-in to generate analytics studies, summaries, authorized and compliant data, and many others. We’ll proceed to see extra AI adoption to drive the UC house 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 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 give attention to agentic AI, together with Digital Assistants and Digital Contact Heart 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 Heart 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 help 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 help.
What are the largest challenges in integrating LLMs into enterprise communication programs, and the way is Mitel addressing them?
There are a number of challenges with regards to integrating LLMs into enterprise communication programs, together with knowledge privateness, safety, latency, and the necessity for versatile AI integration. As a world group, knowledge privateness considerations and regulatory compliance (GDPR and the European AI Act) are our high priorities. So, we’re guaranteeing our AI options shield 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 shield knowledge 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 may 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, 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 essentially 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 dwell agent, lowering workload and enhancing response instances. 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 embody visible voicemail, good 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 remodeling office communication and collaboration, introducing new consumer and buyer experiences. Nonetheless, these adjustments don’t come with out moral challenges. Moral issues needs to be continually 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 greatest considerations with AI is transparency and explainability, which requires clear phrases and situations and disclosure of AI use. The usage of AI ought to increase human augmentation and empowerment, however it isn’t a substitute.
Moreover, safety and AI misuse prevention needs to be thought of to guard in opposition to 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 position inside the firm after which follow them. Management also needs to align on messaging and advocacy for AI adoption and provide coaching to all workers on how AI works, its limitations, and find out how to use it successfully.
Concurrently, organizations ought to introduce AI collaboration instruments and integration frameworks that empower workers with AI help to reinforce the decision-making course of whereas sustaining human oversight. Management also needs to handle moral and job safety considerations and supply channels to collect worker suggestions and measure the incremental worth launched by AI.
By doing all these items 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.
