Mitel & Talkative enhance AI capabilities in call centres

Mitel has announced a partnership with Talkative to integrate new AI-powered capabilities into its contact centre solutions.

The collaboration aims to address the growing demands of modern contact centres, which often face difficulties in recruiting and retaining skilled staff while being expected to provide 24/7 responses to increasingly complex customer queries over multiple channels. The integration of Talkative's suite of AI-driven customer service tools is intended to enhance Mitel's contact centre portfolio, enabling organisations to interact with customers through AI-enhanced live chat, virtual agents, social messaging, SMS, and video chat.

Martin Bitzinger, Senior Vice President of Product Management at Mitel, commented, "Deepening our partnership with Talkative brings a new dimension to our contact center portfolio and further strengthens our AI ecosystem. AI offers so much potential for companies looking to deliver exceptional customer service, but getting started can feel overwhelming. Talkative makes the power of AI accessible to any business through intuitive GenAI functionality. Now deeply integrated into Mitel's contact center solutions, it means better customer interactions and more effective agent performance."

Felix Winstone, Co-Founder and CEO of Talkative, added, "Our partnership with Mitel will empower businesses with tools that enhance customer interactions while also driving operational efficiency and greater customer loyalty. Mitel's omnichannel capabilities are unmatched, and together we can redefine the way contact centers operate, integrating AI capabilities into an agent's workflow, with reporting and monitoring also included in one 'single pane of glass' interface."

The integration includes features such as AI Virtual Agents, which are flexible, easy-to-manage, and multilingual, able to intelligently understand the meaning of customer requests to improve response relevance. Additionally, there is support for live chat and video calling, allowing contact centre employees to engage more effectively with customers through real-time chat and AI transcripts for video calls, delivered via various platforms.

The solutions also enable compatibility with social messaging channels like WhatsApp, SMS, and Facebook Messaging through MiContact Centre Business and Enterprise. The inclusion of AI analytics and insights reports further provides valuable data to help contact centres enhance customer experience, operational efficiency, and overall performance.

Rob King, IT Manager at Healthspan, noted the positive impact of these integrated solutions. Healthspan, a Mitel customer and a prominent UK-based supplier of vitamins and supplements, recently adopted the new AI-powered tools. King remarked, "Our team of 57 customer support agents handle 150,000 interactions each month, answering questions on any of our 200+ products. Our dream was to have an automated Product Expert to help us maintain a continuity of experience while delivering quicker responses. After implementing Talkative's virtual agent with our Mitel contact center platform, our AI resolution rate rose to a staggering 90% after one month. Customer satisfaction has risen, and our agents now have more time."

The integration of Talkative's AI capabilities with Mitel's contact centre solutions represents an effort to provide organisations with the tools needed to handle customer interactions more effectively while enhancing operational efficiencies and strengthening customer loyalty.