Mitel Launches New Speech Analytics Platform: Mitel Interaction Recording Insights AI

Mitel, a leading provider of communication and collaboration solutions, has recently announced the global availability of its new speech analytics platform, Mitel Interaction Recording Insights AI. This innovative solution automates the analysis and classification of recorded communications, using Generative AI (GenAI) capabilities to provide summaries, sentiment detection, and voice recording transcripts in over 100 languages.

Developed in collaboration with ASC Technologies and supported by Microsoft’s Azure AI Services and OpenAI Models, Mitel Interaction Recording Insights AI aims to help customer service departments gain deeper insights, improve quality management and compliance, and enhance the overall customer experience. Martin Bitzinger, Senior VP of Product Management at Mitel, highlighted the practical innovation of the platform, emphasizing its ability to increase efficiency and simplify daily activities for businesses.

One of the key benefits of Mitel Interaction Recording Insights AI is its speed and efficiency, enabled by the integration of call recording software with GenAI features. The platform offers AI-driven conversation summaries, sentiment analysis, visual insights through dashboards and reports, and compliance management features to ensure regulatory requirements are met during customer interactions.

Dr. Gerald Kromer, CEO of ASC Technologies AG, emphasized the value of the new solution in turning customer interactions into actionable business insights, ultimately improving efficiency, minimizing risk, and enhancing the customer experience. This latest offering from Mitel further solidifies its position as a leading provider of enterprise UC solutions, following its acquisition of Unify last year.

Overall, Mitel Interaction Recording Insights AI represents a significant advancement in speech analytics technology, empowering businesses to leverage AI capabilities for superior customer service and operational excellence. With its focus on practical innovation and customer-centric features, Mitel continues to drive success in a competitive marketplace.