Mitel: The Impact of Choosing Hybrid Communications
The transition to remote work in recent years has led corporate communications requirements to change, creating challenges for organisations balancing security, flexibility and integration of new technologies.
This shift has prompted a re-evaluation of unified communications systems, which combine various communication tools such as voice, video, chat and email into single platforms - leading the market for unified communications to evolve from simple cloud migration, to more nuanced approaches incorporating both traditional infrastructure and cloud services.
Researching the corporate communications systems adapting to these requirements, Mitel has conducted a study which surveyed 1,900 businesses across the US, UK, Germany and France.
Hybrid systems gain ground as Mitel reports market shift
The study found that 63% of firms are updating their unified communications infrastructure and 92% of organisations investing in communications are selecting hybrid deployments, which combine on-premise systems with private and public cloud platforms.
- Hybrid adoption: 92% of firms investing in communications are choosing hybrid deployments
- AI and Video collaboration: 53% prioritise AI capabilities and 98% see video communication as non-negotiable
- Customer engagement: 52% of respondents are modernising systems to enhance customer interaction quality
- Security: 50% said data control and security were critical elements for business continuity
These systems enable organisations to maintain existing infrastructure whilst adding cloud capabilities, allowing for improved efficiency and regulatory compliance.
Mitel suggests that the shift towards hybrid systems stems from specific business requirements - and data from Techaisle, the technology analyst firm which conducted the study, indicates 68% of organisations are implementing hybrid solutions to connect remote and office-based staff.
A further 57% in the report cited data security control as their primary motivation, whilst 53% need to adapt to business change and 45% of organisations aim to maximise returns on existing technology investments.
"After racing to adopt multi-tenant cloud solutions, many organisations face increasing complexity from evolving security requirements, compliance mandates, and the integration of advanced technologies like Gen AI," says Luiz Domingos, Chief Technology Officer at Mitel.
"The findings from the report confirm these challenges and show a desire from IT teams and business leaders to modernise and focus on hybrid communications systems to connect priorities."
AI reshapes communications across sectors
According to the study, the adoption of AI-powered capabilities has become a priority for 53% of organisations selecting new communication providers.
Meanwhile, manufacturing and hospitality sectors demonstrate the strongest interest in AI-powered communications, with 59% of firms in both sectors planning investment.
"Today's complex digital landscape presents organisations with many challenges, from security and regulatory compliance to evolving customer expectations and the complexities of hybrid work," says Anurag Agrawal, Chief Global Analyst at Techaisle.
"These challenges directly impact how organisations communicate, driving a strong consensus around the need for hybrid communications systems.
“A strong foundation for these systems is crucial for realising the full potential of modern, flexible and AI-driven technologies."
Legacy systems present modernisation challenge for sectors
Mitel identified that 68% of organisations in finance, government and healthcare sectors have maintained their current communications systems for more than seven years - which creates barriers to implementing new technology, particularly AI tools and increases security risks.
However, customer engagement emerged as a key factor driving system updates, with 52% of organisations focusing on improving interaction quality.
Moreover, the study says that 41% aim to consolidate disparate communication tools onto single platforms to reduce complexity and improve data visibility across their operations.
This data shows that the consolidation of systems addresses current challenges where fragmented tools create data silos, which disrupt workflows and complicate system management.
Yet this integration enables organisations to streamline their operations whilst maintaining control over sensitive information.
As part of the shift to hybrid communications, video capabilities have become essential in communications infrastructure, with 98% of organisations requiring video functionality when selecting new systems.
Furthermore, the study suggests that security considerations influence 50% of procurement decisions, reflecting focus on business continuity and risk mitigation.
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