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Mitel has fully integrated the Talkative solution into the Mitel Customer Experience ecosystem and rebranded it as Mitel CX AI Expert. A new name, seamless integration, and smarter AI for every contact center.
New name, trusted strength
Mitel CX AI Expert is the new official name for what was previously known as Talkative. The solution is now fully part of the Mitel Customer Experience (MCX) platform. The user interface has been renamed to Mitel CX, ensuring a unified and streamlined user experience. All “Talkative” part numbers in the commercial catalog have also been updated to Mitel CX AI Expert.
As a SaaS-based solution, Mitel CX AI Expert offers advanced Chat and Voice AI Virtual Agents and AI Agent Copilots, technology that fundamentally changes the way businesses communicate with customers.
What is Mitel CX AI Expert?
Mitel CX AI Expert is an AI-driven customer engagement layer built for all types of contact centers. The platform provides an omnichannel “AI layer” that integrates with existing Mitel platforms and contact center solutions, automating customer interactions via chat, voice, video, and messaging.
The system leverages a secure, brand-trained knowledge base and generative AI to handle routine inquiries autonomously, while supporting human agents with more complex issues. Key features include Chat and Voice AI Virtual Agents (chatbots and voicebots), Agent Copilots, and real-time analytics.
The goal: scale customer support with AI, without sacrificing a personal, human experience.
Why now?
Customers are expecting more than ever: faster responses, greater personalization, and higher first-contact resolution rates. At the same time, contact centers are under pressure to operate more efficiently and reduce labor costs.
Market research confirms this: 92% of companies worldwide plan to invest in generative AI over the next three years. In addition, 85% of communication service providers expect AI to generate additional revenue streams before 2027.
Traditional IVR systems and process automation have reached their limits. With Mitel CX AI Expert, Mitel introduces a true generative AI solution: natural, human-like conversations that provide direct answers instead of lengthy phone menus. The result: shorter wait and handling times, higher customer satisfaction, and agents who can focus on the conversations where empathy and human insight truly make the difference.
Available on current platforms
For Mitel CX customers, Mitel CX AI Expert is already included in the Premier and Elite subscription packages. The solution is also available as a powerful add-on for MiVoice Business, MiVoice 5000, and MX-ONE, as well as OpenScape Voice and OpenScape 4000. It is fully compatible with MiContact Center Business & Enterprise and OpenScape Contact Center, enabling partners to add AI intelligence to existing contact center environments – without requiring customers to migrate to an entirely new platform.
What does this mean for the business partner?
As a Mitel distributor, BusinessCom now offers its partners access to Mitel CX AI Expert: easy to sell as a bundle or as a powerful add-on. Whether you have an existing Mitel environment or are new to Mitel CX, there is always a suitable option.
Want to know more about Mitel CX AI Expert? Get in touch with your BusinessCom partner manager.