Introducing Mitel CX Release 2.0: Elevate Your Experience

 

We’re excited to bring you some game-changing news—Mitel has just released CX 2.0, a major update packed with features designed to make your business communications more seamless, secure, and productive. Here’s what you need to know about what’s new, why it matters, and how your team can benefit.

What’s New in Mitel CX 2.0?

Enhanced Presence and Collaboration
CX 2.0 takes collaboration to the next level by offering improved presence information for both MiCollab and Microsoft Teams users. Now, you can see real-time status and availability, making it easier than ever to connect with colleagues, transfer calls, or set up meetings. Whether you’re using MiCollab in CloudLink or integrating with Teams, CX 2.0 ensures you always know who’s online and ready to help.

Smarter Call Recording and Management
The new MIR (Mitel Interaction Recording) enhancements make call recording smarter and more reliable. With better state tracking, you’ll know if a call was cleared, transferred, or connected, ensuring accurate call recording across the platforms.

Advanced Softphone Options—With Security Top of Mind
Security-conscious organizations can now take advantage of the new WebRTC softphone. The on-premises WebRTC client can be set up in the CMS system without additional licenses, providing a seamless softphone experience for agents and enhancing remote work flexibility.

Reliable, Resilient Operations
CX 2.0 now supports high availability and disaster recovery for geo-separated Voice servers. Whether you have a single- or dual-datacenter setup, your operations are protected by active/standby redundancy and seamless failover.

Boosted Agent Experience with Ignite Enhancements
Your contact center agents will love the Ignite improvements. A more interactive “Queue Now” drill-down gives in-depth insights into agent groups, queue performance, configurable stats, dark mode, and multi-language support. Plus, the new Agent State widget shows caller ID and lets agents quickly search and select queues, making day-to-day work smoother and more efficient.

Powerful Platform Support
CX 2.0 runs where you need it—on popular hypervisors like Proxmox, Hyper-V, Nutanix, and in the cloud (AWS and Azure).

Other Key Improvements

  • Tightened security and performance enhancements throughout the platform.
  • Jabra headset integration for call control.
  • Fine-tuned contact search options and phone number management.

 

Why Upgrade?
CX 2.0 isn’t just an update—it’s a foundation for better business. Improve communication and collaboration, protect your operations, empower your agents, and stay ahead of the curve, all while preparing your business for whatever’s next.

Interested in learning more? Let’s schedule a demo or a strategy session—see firsthand how Mitel CX 2.0 can future-proof your business.
Reach out to us today to get started!

 

BiZ_Dev@ParallelTech.com
www.ParallelTech.com