Mitel has partnered with ASC Technologies to produce a business analytics platform, MIR Insights AI.

Mitel has officially launched its Insights AI solution, now available for general use. This innovative tool aims to enhance business analytics by fully automating the analysis and categorisation of recorded communications, providing organisations with deeper insights and more efficient data management.

“MIR Insights AI underscores Mitel’s focus on practical innovation by tapping into next-gen AI capabilities to help customers increase efficiency and simplify daily activities,” said Martin Bitzinger, Senior Vice President of Product Management at Mitel. “Customer-centric organisations worldwide use Mitel Interaction Recording daily to ensure quality management.”

Now, with the addition of Mitel Interaction Recording Insights AI, they can benefit from the power of AI to deliver a superior customer experience while streamlining workloads for employees and compliance management. With added flexibility through Mitel’s Common Communications Framework, MIR Insights AI can be paired with our hybrid UC and CX solutions to provide real value to organisations looking to fuel success in an increasingly competitive marketplace.”

MIR Insights AI utilises a built-in GenAI engine, supported by Microsoft Azure AI Services and OpenAI foundation models, which assists in searching for critical keywords, patterns, and phrases predicated on a predefined template. This intends to provide customer service professionals with AI-powered recording summaries and sentiment detection.

This tool also offers voice recording transcripts in over 100 languages, enhancing the efficiency and effectiveness of customer service operations.

More Information On MIR Insights AI

MIR Insights AI, created in collaboration with ASC, employs secure, purpose-built technology to deliver comprehensive AI-based analysis directly from Mitel Interaction Recording. Mitel stresses this enables organisations to rapidly identify emerging patterns that can reduce compliance risks, accurately evaluate customer interactions, and generate detailed and actionable business insights.

“We are taking our long-standing and successful partnership with Mitel to the next level with the transformative power of AI,” added Dr Gerald Kromer, CEO of ASC Technologies. “By combining Mitel’s advanced communications technologies with ASC’s expertise in capture and analytics, we enable companies to turn customer interactions into business insights. MIR Insights AI takes quality assurance to a new level, helping companies to increase efficiency, minimise risk and improve the customer experience.”

Mitel underlines that one of MIR Insights’ key features is its AI-driven summary and sentiment detection. Integrated directly into MIR’s wave bar, this functionality aims to allow agents to comprehend the essence of a conversation and identify essential action items. Agents can also ask case-specific follow-up questions to a GenAI-powered chatbot, further streamlining the resolution process.

Additionally, MIR Insights AI provides a readout of the conversation’s sentiment, which helps reduce resolution times and offers valuable insights for ongoing agent training and business policy development.

Another feature Mitel outlines is its visual insights. The solution includes dashboards and reports that provide organisations with critical information, aspiring to enable businesses to make data-driven decisions and gain a deeper understanding of their operations.

Compliance management is another cited benefit of MIR Insights AI. The solution aims to help minimise human error and support regulatory compliance by ensuring that disclaimers are stated in calls. It categorises calls into regulated or non-regulated, identifies sensitive personal data, and flags calls containing PCI Data Security Standard (PCI DSS) sensitive information, such as credit card details.

Zoom Named Mitel’s Exclusive UCaaS Partner After RingCentral Break

Last month, Zoom was named Mitel‘s new exclusive UCaaS partner after the latter ended its exclusivity relationship with RingCentral.

Zoom and Mitel announced a significant strategic partnership to deliver AI-powered UC for enterprises. As a cornerstone of the agreement, Zoom will be Mitel’s exclusive UCaaS offering within its overall UC portfolio. This follows the end of a similar Mitel exclusive UCaaS partnership with RingCentral in August.

The partnership entails delivering a hybrid cloud product utilising Zoom Workplace and Zoom AI Companion to complement Mitel’s leading communications platform for an advanced, integrated comms experience.

ASC Technologies Launches Copilot Plugin for Recording Insights

In August, ASC Technologies released a Copilot integration for Recording Insights, created as part of the Microsoft 365 Technical Adoption Program (TAP).

This Copilot plugin made ASC “among the first companies” to bring Copilot’s capabilities to recording and AI data analytics. Now available, the plugin allows users to run recordings, amongst other features, using Copilot.

The plugin enhances efficiency by allowing users to access and analyse recordings quickly. Its user-friendly design ensures that individuals can operate it without difficulty, regardless of their IT expertise. With built-in automation and rapid command features, the solution boosts productivity, saving users valuable time that can be redirected toward other critical tasks.



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