Mitel has announced important lifecycle changes for MiContact Center Business (MiCC Business). The company has designated Mitel CX as its strategic replacement — a move that aligns with Mitel’s ambition to deliver an advanced, AI-powered experience for customers, employees, and supervisors.
Why Transition to Mitel CX?
The shift to Mitel CX marks a new chapter in Mitel’s contact center solutions. Customers are encouraged to start planning their upgrade today to take advantage of enhanced capabilities, new features, and a long-term innovation roadmap.
Mitel CX offers significant advantages over its predecessor:
- Modern Architecture and Scalable Platform
Mitel CX is built on a modern, scalable architecture designed for the future, allowing your organization to grow seamlessly with evolving needs.
- AI-Driven Functionality
The solution includes AI-powered virtual agents, intelligent agent assistants, and advanced insights to boost efficiency and customer satisfaction.
- Enhanced Analytics and Reporting
Expanded analytics and reporting capabilities provide organizations with deeper insight into contact center operations and customer interactions.
- Seamless Integration
Mitel CX integrates effortlessly with Mitel UC platforms, ensuring a unified communication experience.
- Future-Focused Roadmap
The solution supports cloud migration and includes a clear roadmap for future innovations.
Important Information for Existing Customers
All existing MiContact Center Business customers with a valid warranty are eligible to migrate to the new Mitel CX licenses. The migration will be handled through the MiAccess License and Services (SLS) automation platform. Software downloads are available via the Mitel Software Download Center.
Note: simply upgrading to MiCC Business version 11 or higher is not sufficient. License migration and the SLS update to MCX are essential to access the new Mitel CX features and functionality.
Updated Timeline for Partners
Mitel had previously announced that sales for the mentioned MiCC Business components would end on September 30, 2025. Due to delays in several programs, including MiVoice Business Subscription Edition 1 and Edition 2, this date has been extended to December 31, 2025.
This extension provides partners and customers with additional flexibility to manage their transition to Mitel CX. Use this extended period to finalize migration plans and support customers in ensuring a smooth and timely transition.
Recommendations for Partners
Partners are advised to:
- Inform their customers about the discontinuation of MiCC Business
- Contact BusinessCom for migration planning and Mitel CX training
- Review existing deployments to identify affected systems
- Utilize Mitel tools and resources to support a successful transition
For more information, read the full Mitel product bulletin here.