Business NeedsFramework

Mitel AI Ecosystem

Practical AI embedded into communications for organizations in Indonesia, spanning virtual agents, agent copilots, and GenAI workflow automation designed for rapid low-code deployment, backed by Google Cloud CCAI partnership since 2018 and interaction recording with transcription in 100+ languages. A strategic methodology engineered to deliver unshakeable operational continuity for Indonesian enterprises.

Products

Benefits

Core Challenges

AI implementation projects requiring months of professional services engagement before delivering value

Customer experience inconsistency caused by overburdened agents handling routine and complex queries equally

Agent productivity limited by repetitive tasks that could be automated across voice, chat, and email channels

Lack of AI insights into interaction quality, agent compliance, and customer sentiment at operational scale

Strategic Benefits

Low-code AI virtual agents and voicebots provide 24/7 automated self-service across all channels

Mitel Agent Assist powered by Google Cloud CCAI delivers real-time response suggestions and wrap-up automation

Mitel Workflow Studio enables custom GenAI-powered workflows for any industry use case without coding

Interaction Recording AI Insights transcribe in 100+ languages and analyze sentiment across every conversation

Recommended Components

Integrated Stack.

Mitel1/4

MiContact Center Enterprise

MiContact Center Enterprise is Mitel's full-featured omnichannel customer experience platform transforming voice-only call centers into modern interaction hubs handling voice, email, web chat, SMS, and social media through a single skills based routing engine. It supports up to 30,000 concurrent networked agents with real time dashboards, historical reporting, and advanced outbound dialing. Companion add-ons include Mitel Workflow Studio for visual low code IVR design and Mitel Workforce Optimization for workforce management, call recording, quality monitoring, and speech analytics.

Contact CenterSpecs

Mitel2/4

MiCollab

MiCollab is Mitel's all-in-one UC&C platform bringing together HD voice softphone, multi party video conferencing, instant messaging, SMS, persistent team workspaces, screen sharing, and file collaboration into a single application across desktop, web, and mobile. It integrates natively with MiVoice Business, MiVoice MX-ONE, and MiVoice Office 250 and 400, with deep Microsoft Teams interoperability for presence federation and telephony, eliminating the need for multiple communication apps.

Unified CommunicationsSpecs

Mitel3/4

MiVoice Business

MiVoice Business is Mitel's versatile IP PBX platform spanning small businesses to large enterprises, available as a physical appliance including a Small Business Controller for up to 150 users, virtualized software on VMware, Hyper-V, Nutanix, or Proxmox, or as a public cloud service on AWS and Azure. It delivers unified communications including voice, mobility, collaboration, and voicemail-to-email, with native MiCollab, Mitel CX, and MiContact Center integration, plus purpose-built vertical features for healthcare, hospitality, and financial services.

IP PBX & TelephonySpecs

Mitel4/4

Mitel Performance Analytics

Mitel Performance Analytics (MPA) is a cloud-hosted fault and performance management platform that proactively monitors Mitel UC networks around the clock, delivering automated alerting, secure remote access, active testing tools, and detailed analytics to prevent outages before they impact users. Deployed across 5,000+ Mitel customer networks globally, it is available as MPA (formerly MarWatch) and MPA Plus (formerly Enterprise Manager) for multi vendor, large enterprise deployments.

Networking & SecuritySpecs

Integration Strategy

Lab-tested in Jakarta.

Every component of this framework is validated in our Jakarta staging facility before deployment.

Our Process

Deployment Scale

Nationwide capability.

Architected for scaling across nationwide clusters with SURIA certified local engineering support.

About SURIA

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Start Scaling.

Apply this framework to your organization with full support from SURIA's certified engineers.

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