Luiz Domingos, Cto And Head Of Large Enterprise R&d At Mitel – Interview Series

Luiz Domingos, nan Chief Technology Officer and Head of Large Enterprise R&D astatine Mitel, has built a distinguished profession spanning complete 2 decades. Known for his innovative attack and heavy method expertise, Luiz has consistently delivered high-quality solutions successful endeavor communication, interaction halfway systems, web management, and unreality services.

In his existent domiciled astatine Mitel, Luiz sets nan strategical guidance for technology, emphasizing invention and reliability. He leads nan preamble of cutting-edge technologies and ensures nan company’s portfolio remains astatine nan forefront of nan industry. Before joining Mitel, Luiz served arsenic Chief Product and Technology Officer astatine Unify, wherever he successfully managed nan full merchandise portfolio and spearheaded nan improvement of disruptive unreality offerings.

Mitel is simply a world leader successful business communications, providing a broad scope of solutions that empower organizations to connect, collaborate, and service their customers much effectively. Offering everything from on-premises systems to cloud-based connection platforms, Mitel delivers reliable, scalable, and innovative products that reside nan divers needs of businesses of each sizes. With a attraction connected seamless integration and a committedness to high-quality personification experiences, Mitel helps companies enactment connected and competitory successful today’s quickly evolving workplace environments.

Many companies still trust connected bequest connection tools. From your perspective, what are nan biggest obstacles that outdated systems coming to businesses today?

Many companies trust connected outdated Private Branch Exchange (PBX) systems, interaction centers, and fragmented collaboration tools. Using bequest devices specified arsenic these tin lead to a deficiency of integration and interoperability, arsenic they run pinch closed architectures and deficiency due SW interfaces. This makes integrating pinch modern AI-driven solutions, CRM platforms, and cloud-based applications overmuch harder.

When organizations usage fragmented, bequest tools, personification acquisition (UX) and productivity tin suffer arsenic exertion implementations are not adapted to modern, elastic activity modes – remote, office, aliases mobile – and don’t supply omnichannel capabilities. Additionally, erstwhile excessively galore outdated systems are used, information risks go heightened, starring to accrued vulnerabilities and compliance gaps owed to evolving information protection regulations for illustration GDPR. Finally, these bequest devices besides origin higher merchandise attraction and work aliases operational costs, expanding nan full costs of ownership.

How do these connection bottlenecks effect an organization’s expertise to instrumentality AI-driven solutions effectively?

AI applications trust connected real-time information availability, seamless integration crossed aggregate media channels, and automation mechanisms. However, bequest systems thin to shop information successful soul proprietary formats that AI tin not entree aliases pat into, which impairs AI’s existent imaginable and​​, successful immoderate cases, leads to fragmentation. To usability correctly, AI requires some system and unstructured data. Since bequest systems’ information structures are not conducive to that approach, these systems limit AI’s expertise to analyse conversations, extract business value, and personalize connection activity.

Furthermore, galore AI-driven applications, specified arsenic sentiment study and speech-to-text, trust connected real-time analytics. Outdated infrastructure often lacks nan processing powerfulness and real-time connectivity needed for specified applications, starring to latency and inefficiencies wrong a business. True AI-driven automation – virtual assistants, workflow automation, etc. – requires heavy integration pinch connection platforms. Regularly utilized bequest systems pinch outdated aliases missing API support create barriers and bottlenecks to integration and further inhibit automation capabilities.

Addressing these connection bottlenecks tin thief organizations unlock nan afloat imaginable of AI-driven solutions, improving efficiency, decision-making, and UX.

How does Mitel attack connection strategy modernization for ample enterprises transitioning from bequest systems?

Mitel takes a strategic, hybrid attack to modernizing unified communications (UC) tools, helping enterprises modulation from their bequest systems. Rather than enforcing a afloat overhaul, Mitel advocates for and offers hybrid solutions composed of on-premise applications and backstage and nationalist unreality solutions pinch afloat interoperability. This hybrid exemplary integrates telephony infrastructure, SBC/gateway instrumentality connected nan network's edge, UC applications, and cloud-based collaboration apps, allowing enterprises to modernize astatine their ain pace.

As a solution orchestrator, Mitel focuses connected creating nan basal integrations and services crossed each customer-deployed applications. Key principles guiding this attack include:

• Hybrid Cloud Deployments – Rather than a complete rip-and-replace approach, Mitel maintains and updates existing on-premise and backstage unreality PBX/UC/Contact Centers while integrating modern collaboration devices successful nan nationalist cloud, ensuring enterprises tin germinate without awesome disruptions.
• APIs and SDKs – Mitel perpetually updates and develops APIs and SDKs to span nan spread betwixt bequest systems and modern applications successful collaboration, CRM, and ERP environments. This elasticity allows businesses to gradually adopt caller services without causing awesome disruptions to their regular operations.
• AI Integration pinch Legacy Systems – Mitel enhances existing connection platforms pinch AI-driven capabilities specified arsenic ocular sound mails, virtual assistants/agents, and real-time transcription. These AI functions activity pinch unreality LLMs and besides leverage mini connection models (SLMs) that tin beryllium operated without awesome infrastructure finance aliases upgrades.
• Security & Compliance-Driven Upgrades – Mitel prioritizes information and regulatory compliance, implementing information standards specified arsenic end-to-end payload and signaling encryption and information encryption astatine rest. It certifies each products to comply pinch nan latest regulations successful definite industries and location laws and regulations.

AI is transforming business communication. What do you spot arsenic nan adjacent awesome advancements successful AI-driven unified connection systems?

AI is being utilized to toggle shape UC systems by enhancing efficiency, automating tasks, and improving endeavor communications. It is besides being utilized to fortify security. Things specified arsenic personification authentication pinch voiceprint, continuous vulnerability assessments, and strategy information auditing lend to stronger protection measures for enterprises.

At nan aforesaid time, Agentic AI and virtual assistants are expanding. Organizations are enhancing these AI-powered assistants pinch multi-modal abilities that support various connection functions, including handling analyzable queries, automating responses, assisting pinch scheduling, and accusation retrieval.

AI is besides driving innovations successful voice-to-text capabilities, real-time multilingual translations, and sentiment analysis. These enhancements use Contact Centers by improving worker productivity and wide personification satisfaction.

Furthermore, nan usage of GenAI for contented guidance is rising arsenic LLMs are being integrated to make analytics reports, summaries, ineligible and compliant records, etc. We’ll proceed to spot much AI take to thrust nan UC abstraction arsenic enterprises usage AI-driven connection models to organize, retrieve, and stock endeavor knowledge to amended collaboration and data-sharing optimization crossed organizations.

How is Mitel preparing for nan emergence of AI-powered virtual assistants, automation, and predictive analytics successful workplace communication?

Mitel began its AI travel respective years earlier nan advent of LLMs, and we proceed to merge AI into our merchandise and exertion partnerships. When applicable, we incorporated AI capabilities into our portfolio to heighten customer solutions, pinch a beardown attraction connected agentic AI, including Virtual Assistants and Virtual Contact Center Agents. Additionally, Mitel offers AI capabilities specified arsenic earthy connection processing (NLP), telephone and gathering analytics, strategy analytics and predictive reporting, and debased code/no-code workflow automation, which each streamline UC and Contact Center applications.

How is Mitel leveraging AI and ample connection models (LLMs) to heighten connection and collaboration for enterprises?

Mitel leverages AI and LLMs to amended nan wide communications and collaboration acquisition wrong an enterprise. As mentioned earlier, Mitel integrates AI and LLM capabilities into its products, leveraging precocious reside and matter study (specifically NLP and speech-to-text), intelligent virtual assistants pinch discourse memory, and task automation. Mitel is besides offering a solution for self-help and customer support pinch AI, incorporating nan customer knowledge guidelines via an AI exemplary training process. These technologies heighten real-time communication, optimize customer interactions, guarantee strategy security, and supply cost-effective, 24/7 monitoring and support.

What are nan biggest challenges successful integrating LLMs into endeavor connection systems, and really is Mitel addressing them?

There are a fewer challenges erstwhile it comes to integrating LLMs into endeavor connection systems, including information privacy, security, latency, and nan request for elastic AI integration. As a world organization, information privateness concerns and regulatory compliance (GDPR and nan European AI Act) are our apical priorities. So, we are ensuring our AI solutions protect customer information astatine each costs. For enhanced security, Mitel is investigating nan usage of SLMs deployed astatine nan customer’s web separator to limit and protect information that could beryllium exposed to nationalist unreality LLMs. In hybrid unreality environments, it is imperative that each products person nan due interfaces/APIs to incorporated AI safely and securely. Mitel has modernized its products to alteration AI integrations crossed on-premise, hosted, and backstage and nationalist clouds. We are besides processing elastic workflow creation capabilities that will let a “bring your ain LLM” (BYO-LLM) attack to debar vendor lock-in.

Modern connection requires LLM responses to beryllium instantaneous for real-time collaboration devices for illustration sound and video, which creates infrastructure challenges. Mitel’s imagination is to trust connected Edge AI to process real-time connection and trim latency for a earthy acquisition and relationship pinch AI assistants. Finally, Mitel is moving connected AI models that tin beryllium fine-tuned for circumstantial industries for illustration healthcare, finance, and hospitality, ensuring much vertically applicable and context-aware AI-driven communication.

In position of AI-powered earthy connection processing, what applications are you astir excited astir wrong Mitel’s merchandise ecosystem?

Given nan measurable and contiguous return connected investment, Mitel Contact Center is nan astir breathtaking area for AI-driven LLM and NLP solutions. The AI-powered virtual agents pinch chat and reside relationship tin grip customer inquiries and stitchery accusation earlier escalating to a unrecorded agent, reducing workload and improving consequence times. Features specified arsenic telephone recordings pinch transcription, summarization for compliance, sentiment analytics for customer satisfaction, and supplier training each amended operations. Mitel’s UC solutions see ocular voicemail, smart search, knowledge management, and sound cancellation for clearer calls.

As AI reshapes communication, really should businesses attack nan ethical considerations of AI-driven workplace interactions?

AI is importantly transforming workplace connection and collaboration, introducing caller personification and customer experiences. However, these changes do not travel without ethical challenges. Ethical considerations should beryllium perpetually addressed astatine each shape of AI implementation, including training AI models connected divers datasets to debar bias and guarantee adjacent decision-making. One of nan biggest concerns pinch AI is transparency and explainability, which requires clear position and conditions and disclosure of AI use. The usage of AI should grow quality augmentation and empowerment, but it is not a replacement.

Additionally, information and AI misuse prevention should beryllium considered to protect against deepfakes and manipulation of personification information and credentials.

What steps tin organizations return to guarantee a soft modulation for labor arsenic AI becomes much embedded successful regular workflows?

Enterprises must return steps to foster adoption, trust, and productivity to guarantee a soft modulation to AI-based solutions. The first measurement for organizations is to create AI policies and endeavor governance to specify AI’s domiciled wrong nan institution and past instrumentality to them. Leadership should besides align connected messaging and defense for AI take and connection training to each labor connected really AI works, its limitations, and really to usage it effectively.

Simultaneously, organizations should present AI collaboration devices and integration frameworks that empower labor pinch AI assistance to heighten nan decision-making process while maintaining quality oversight. Leadership should besides reside ethical and occupation information concerns and supply channels to stitchery worker feedback and measurement nan incremental worth introduced by AI.

By doing each these things early successful nan AI take process, labor will consciousness much assured utilizing nan tools, and organizations will spot a faster ROI connected their investments.

Thank you for nan awesome interview, readers who wish to study much should sojourn Mitel.