Zoom & Mitel’s Hybrid AI Platform for Enterprise Flexibility

Corporate communications have evolved globally, especially since 2020 with hybrid work driving demand for integrated voice, video and messaging solutions.

As a result, organisations now face complex choices between cloud-native platforms that offer the latest innovations and traditional on-premises systems that provide reliability and control.

Many enterprises, particularly those in regulated industries, have resisted wholesale migration to cloud communications due to security requirements, existing infrastructure investments and specific operational needs.

This has caused tension between innovation and continuity and has created a growing market for hybrid communications architectures that blend cloud and on-premises capabilities.

Now, Zoom and Mitel have announced the global launch of their jointly developed hybrid cloud solution – with a new offering that integrates Zoom Workplace and Zoom AI Companion with Mitel's enterprise communications platforms.

Zoom and Mitel target enterprise demand for hybrid communications

Zoom and Mitel aim to address the needs of organisations that want to adopt AI while maintaining security and business continuity in their communications infrastructure.

Therefore, the partnership’s new solution responds to market demand for hybrid unified communications deployments and enables businesses to maintain mission-critical communications capabilities while adding collaboration functions designed to enhance productivity.

According to research cited by Mitel, 92% of mid-to-large enterprises are considering hybrid deployments for their communications systems.

“As businesses navigate the connectivity requirements to support hybrid work, they need solutions that unite the benefits of on-prem or single-instance cloud communications infrastructure with Zoom's industry-leading collaboration experiences, giving them the best of both while future-proofing their organisations,” says Graeme Geddes, Chief Sales and Growth Officer at Zoom.

The integration launches initially with Mitel's OpenScape Voice and OpenScape 4000 platforms and support for MiVoice Business solutions will follow in the coming weeks, with MiVoice 5000 and MX-ONE solutions scheduled for integration before the end of 2025.

Meanwhile, device compatibility has been addressed through Zoom Phone certification of the OpenScape CP and Mitel 6900 Series.

Now, device portfolios are Zoom Phone certified, with a full list of certified models available through the companies' websites. Certification of Mitel Border Gateway is expected in the coming weeks.

Integration of AI Companion enhances Mitel telephony with cloud collaboration

The integrated solution provides a unified interface for calling, meeting and chatting, allowing users to escalate from a Mitel-powered telephone call directly into a Zoom meeting.

Users gain access to Zoom's collaboration tools including:

Zoom Docs - a document creation and editing service
Zoom Whiteboard - a digital canvas for team collaboration
Zoom Clips - a video messaging tool

Furthermore, Zoom's AI Companion, an AI assistant, is integrated throughout the platform to assist with content creation, prioritisation and information retrieval.

The hybrid architecture allows organisations to maintain control over mission-critical systems including release schedules, configurations, updates and telephony infrastructure whilst leveraging existing investments – which is particularly relevant for organisations in specialised industries such as healthcare, hospitality, government and financial services, that often rely on certified vertical integrations and specialised devices for frontline workers.

David Petts, Chief Sales Officer at Mitel, says: “In today's rapidly changing workplace, staying connected through video, chat or voice is more important than ever and a vital part of business continuity planning.

“Mitel's strategic partnership with Zoom has produced an offering that provides seamless access to these solutions while enabling compliance and security control in the most demanding use cases, industries and geographies.

“With the integration of Zoom's AI Companion, it's a winning combination for organisations looking for an elevated collaboration experience that truly fits their overall communication needs.”

Organisations gain flexibility to blend on-premises and cloud capabilities with Zoom and Mitel

The joint solution enables businesses to navigate the adoption of emerging technologies like AI while maintaining security and business continuity when modernising business communications.

This hybrid architecture offers what the companies describe as a “best-of-both-worlds” approach to unified communications.

For organisations that eventually decide to move entirely to cloud-based communications (UCaaS or Unified Communications as a Service), the integration allows them to bring their certified Mitel devices with them, potentially reducing migration costs.

Mitel's OpenScape Session Border Controller has also been certified, enabling compatibility with Zoom's Bring-Your-Own-PBX and Bring-Your-Own-Carrier direct routing capabilities, which allow organisations to use existing telephony infrastructure with Zoom services.

Independent Technology Analyst Jim Lundy, Founder and CEO of Aragon Research, says: “The Mitel-Zoom partnership is a game changer, offering businesses a path to hybrid communications with AI collaboration and communications capabilities.”

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