March 11, 2026

New Mitel Launches Deliver Communications that Work for Everyone

By Sandra Radlovacki

Mitel has launched two interconnected products to extend enterprise-grade communications to every worker in an organisation, not only those behind a desk.

The company announced Mitel Workforce Experience (MWX), a next-generation communications app framework, alongside Mitel Edge, an on-site intelligent communications architecture built for regulated and mission-critical industries.

Around 80% of the global workforce operates on the front line, like hospitals, warehouses, retail floors, and field operations, yet most enterprise communications investment has been directed at knowledge workers with fixed desks, video meeting software, and collaboration suites. Frontline and mobile workers often have to manage with tools that are not suitable for their work. Contact centres, meanwhile, have operated as separate islands within the same organisation, disconnected from the rest of the business.

MWX delivers a single, role-aware application that adapts to the specific demands of each worker type, whether that is a field engineer who needs instant voice routing, a contact centre agent handling customer escalations, or a knowledge worker attending video calls.

Rather than forcing every employee into the same interface, the platform adjusts to the user’s responsibilities and operational context in real time.

David Dungay spoke to Luiz Domingos, CTO, Group VP Large Enterprise and Vertical Solutions R&D at Mitel to discuss the two recent launches.

AI that Earns Its Place

MWX especially helps contact centres, where the pressure to integrate customer-facing teams with the rest of the enterprise has been growing. An agent who needs to quickly reach a subject matter expert from another department, or a field worker who needs to escalate an issue mid-job, currently has to navigate across disconnected systems.

AI runs throughout the platform, but Mitel has been deliberate about keeping it operational rather than decorative. Workflow Studio, the platform’s low-code/no-code automation tool, lets organisations build and adapt voice-enabled workflows that pull real-time data, automate routing, and connect employees to the right people without manual intervention.

MWX also integrates with Microsoft Teams and Zoom, preserving existing collaboration investments while extending voice and workflow-first capabilities to workers who do not primarily use video meeting tools.

When the Cloud Goes Down, the Work Stays On

On the infrastructure side, Mitel Edge addresses a dilemma that regulated industries like healthcare, manufacturing, and the public sector have: implementing modern AI capabilities and needing to maintain strict control over sensitive data and operational continuity.

Mitel Edge resolves this through a cloud-linked edge architecture, running mission-critical voice and workflow services locally and ensuring that communications stay operational even when network connectivity breaks or a cloud service goes down. At the same time, AI, automation, analytics, and centralised management operate through a shared services layer that spans both local and cloud environments. Sensitive data stays on-site when required; everything else benefits from the flexibility of cloud delivery.

The architecture is built on the same Common Communications Framework that underpins MWX, meaning both products operate within a unified control plane. The consistency matters for IT and operations teams who need centralised visibility and governance across a distributed environment. As hybrid infrastructure becomes standard practice for contact centres and enterprise communications alike, the ability to manage both on-site and cloud workloads from a single layer reduces complexity considerably.

The deployment model supports public cloud, private cloud, Mitel Secure Cloud, and on-premises configurations, with each workload placed where it makes the most operational and regulatory sense.

Mitel CEO Mike Robinson said: “With Mitel Edge, communications infrastructure follows employees and critical workflows wherever they operate, leveraging the latest emerging technologies like AI, while also maintaining the security, resiliency, and control that enterprises demand.”

Mitel Edge is available now in North America and EMEA. Mitel WX won’t be available until later this year