List of Mitel CX Customers
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Since 2010, our global team of researchers has been studying Mitel CX customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Mitel CX for Generative AI Platforms from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Mitel CX for Generative AI Platforms include: City of Baltimore, a United States based Government organisation with 12500 employees and revenues of $1.03 billion, North Yorkshire Council, a United Kingdom based Government organisation with 703 employees and revenues of $814.0 million, Healthspan, a United Kingdom based Retail organisation with 10 employees and revenues of $3.8 million and many others.
Contact us if you need a completed and verified list of companies using Mitel CX, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Mitel CX customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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City of Baltimore | Government | 12500 | $1.0B | United States | Mitel | Mitel CX | Generative AI Platforms | 2025 | n/a |
In 2025, the City of Baltimore implemented Mitel CX, classified as Generative AI Platforms, to modernize contact-center operations and enable a distributed agent model. The deployment targeted 458 ACD agents and enabled those agents to work remotely across city managed locations, supporting workforce flexibility and resiliency while creating a hybrid capable contact center environment.
Mitel CX was deployed alongside Mitel Workflow Studio to simplify contact center processes and to support GenAI driven automation across routing and agent workflow orchestration. Configuration work focused on ACD routing logic, agent desktop and presence capabilities, and workflow orchestration consistent with enterprise contact center practices, and the program explicitly aimed to streamline processes and enable hybrid operation for constituent services and customer facing teams.
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Healthspan | Retail | 10 | $4M | United Kingdom | Mitel | Mitel CX | Generative AI Platforms | 2025 | Talkative |
In 2025, Healthspan integrated Talkative's AI chatbot with Mitel CX to modernize its customer service operations in the United Kingdom. The deployment used Mitel CX under the Generative AI Platforms category to automate common digital product inquiries and consolidate agent dashboards across digital channels.
The implementation configured Talkative as a virtual agent to handle high-volume product and order queries, with Mitel CX providing the contact handling and agent desktop consolidation. Workflows were designed for automated resolution of routine requests, explicit escalation paths to human agents, and unified session context transfer so agents receive conversational history when taking over.
Integration scope covered Healthspan's customer service organization and online channel touchpoints in the UK, with Talkative acting as the implementation partner for the virtual agent integration into Mitel CX. Operational coverage centralized dashboards and queue management inside Mitel CX to provide supervisors and agents with a single view of chatbot handoffs and live interactions.
Governance and rollout emphasized iterative tuning of the virtual agent conversation models and scripted escalation rules, with phased activation across product inquiry types. The case study documents an 88% AI resolution rate in the first month and a 3% improvement in CSAT, outcomes that freed agents to focus on complex queries while keeping Mitel CX and Talkative at the center of customer service automation.
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North Yorkshire Council | Government | 703 | $814M | United Kingdom | Mitel | Mitel CX | Generative AI Platforms | 2022 | n/a |
In 2022 North Yorkshire Council implemented Mitel CX for its public services IT service desk. The deployment placed Mitel CX in the Generative AI Platforms category to provide a virtual agent for routine IT queries and employee and citizen self service.
The implementation used a Mitel contact center configuration with a Dialogflow based virtual agent to surface automated responses and orchestrate escalations. Dialogflow provided natural language understanding while Mitel CX managed routing and agent handoff, and the solution was configured for rapid time to value, becoming functional in weeks.
Integration was explicitly implemented with Google Dialogflow to enable automated intent handling and escalation to human agents within the council IT support workflow. Operational coverage centered on the IT service desk and public services channels, supporting employees and citizens across North Yorkshire Council.
Governance and rollout emphasized rapid provisioning and a staged handoff process so human agents received complex cases escalated by the virtual agent. The case study reports the chatbot enabled 24/7 self service and freed staff to focus on higher value tickets, with Mitel's Dialogflow integration documented as the virtual agent technology.
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