Latest news with #GenAI-infused
Business Wire
4 days ago
- Business
- Business Wire
Mitel CX Named 'Overall Customer Support Solution of the Year' In 2025 RemoteTech Breakthrough Awards Program
OTTAWA, Ontario--(BUSINESS WIRE)-- Mitel, a global leader in business communications, today announced that Mitel CX has been selected as 'Overall Customer Support Solution of the Year' in the 6 th annual RemoteTech Breakthrough Awards program conducted by RemoteTech Breakthrough, a leading independent market intelligence organization that evaluates and recognizes standout technology companies, products and services empowering remote work and distributed teams around the globe. Mitel CX is an all-in-one AI-assisted customer experience management platform that extends customer engagement capabilities to all employees throughout an organization, from the frontlines to the back-office. The solution provides a hybrid approach capable of being deployed as a hosted solution, on-premise, or as Contact-Center-as-a-Service (CCaaS), no matter where employees are working. Leveraging GenAI-powered virtual agents, Mitel CX can intelligently automate up to 90% of customer responses and deliver 24/7 problem resolution. It also optimizes the customer and agent experience through GenAI-infused analytics and insights derived from interaction recordings while automating the quality management and speech analytics functions. Built on Mitel's Common Communications Framework, Mitel CX's AI-assisted omnichannel user interface boosts employee engagement and optimizes first-contact resolution. 'We're thrilled to receive this award from RemoteTech Breakthrough. Contact center agents, whether in-office or at home, should collaborate seamlessly with back-office workers, rather than operate as a separate silo,' said Martin Bitzinger, Senior Vice President, Product Management at Mitel. 'Mitel CX orchestrates personalized experiences for enterprises across every customer interaction for superior results. We designed it specifically to provide all employees with an integrated omni-channel user experience that includes presence, messaging, and collaboration tools, regardless of where they work.' The mission of the annual RemoteTech Breakthrough Awards program is to conduct the industry's most comprehensive analysis and evaluation of the world's most innovative companies, solutions, and products in the remote technology industry today. This year's program attracted thousands of nominations from over 15 countries worldwide. 'Mitel CX is a complete customer and employee engagement platform. For today's businesses to thrive, customer experience must move beyond the contact center to ensure high-quality and personalized engagements between employees and customers, regardless of their location or preferred channel. However, most communication platforms consist of outdated systems that hinder agility, cost reduction, and innovation,' said Bryan Vaughn, Managing Director of RemoteTech Breakthrough Awards. 'Mitel CX simplifies this transition and minimizes the frustration of integrating point solutions from multiple vendors. By combining CCaaS with on-premise technologies, Mitel CX is perfect for enterprises requiring secure, controlled communications with world-class CX applications for a best-of-all-worlds scenario.' About Mitel Mitel is a global leader in business communications, providing businesses with advanced communication, collaboration, and contact center solutions. With more than 70 million users across over 100 countries, Mitel empowers organizations to connect, communicate, and collaborate seamlessly, with the flexibility and choice they need to thrive, both now and for the future. Through proven experience and innovative solutions, Mitel delivers communications without compromise. For more information, go to and follow us on LinkedIn and X @Mitel. About RemoteTech Breakthrough Part of Tech Breakthrough, a leading market intelligence and recognition platform for global technology innovation and leadership, the RemoteTech Breakthrough Awards program is devoted to honoring excellence in technologies, services, companies and products that empower remote work and distributed teams around the globe. The RemoteTech Breakthrough Awards program provides a forum for public recognition around the achievements of technology companies and solutions in categories including messaging & communication, project management, virtual events, team collaboration, virtual offices, collaborative design and more. For more information visit
Time of India
07-06-2025
- Business
- Time of India
Simplicity can be your key differentiator in AI marketing
HighlightsIn the competitive landscape of Information Technology services, clarity in messaging has become essential, as overusing complex terminology can lead to customer confusion and a loss of trust. Marketing professionals should focus on articulating the specific benefits and outcomes of their solutions, using relatable language that resonates with business users rather than technical jargon. By employing the 'What's In It For Me?' principle and making the customer the hero of their narrative, companies can differentiate themselves in an AI-first world, turning complex concepts into simple, impactful stories. By Jaspreet Singh 'If you can't convince them, confuse them.' This line, often attributed to Harry S. Truman, may sound like a cynical punchline — but for many sales and marketing professionals in IT services, it hits close to home. In an industry now dominated by AI and Generative AI narratives, complexity has become a default. Everyone's racing to sound smarter, faster, and more futuristic — and in that race, we often forget the most important thing: clarity. We've moved from digital transformation and hyper-automation to LLM orchestration , multi-modal interfaces , RAG pipelines , GenAI-infused workflows , and autonomous code remediation . While these terms aren't meaningless, overusing them without clear context dilutes their impact. Every service provider is saying the same thing, just with a different color palette and voiceover. In the quest to stand out, we've ironically blended in. Customers — whether CIOs, CMOs, or line-of-business leaders — are smart. They've seen the demos, heard the acronyms, and sat through the slideware. They know when they're being pitched buzzwords instead of real outcomes. And in that moment, trust evaporates. Add to that the challenge of shrinking attention spans. According to research, we now have less than 8 seconds to capture attention — shorter than a goldfish. So when we bombard buyers with jargon-heavy messaging, verbose value propositions, and AI-laden acronyms, we're not convincing them — we're confusing them. In this environment, simplicity becomes the differentiator. This is especially true for AI and GenAI in IT services. Today, business users — not just technical teams — are making decisions about technology. A GenAI solution built for legal operations or supply chain doesn't need to be explained in terms of transformer models or vector databases. It needs to be explained in terms of what problem it solves, how fast, and what value it brings. Marketing's job isn't to decorate complexity — it's to distill value. To make the message not only accessible but meaningful. That's not about dumbing down the solution. It's about focusing on what matters most to the person on the other side. Take the example of Slack. Their core message wasn't about real-time messaging protocols or integrations with 200+ tools. It was: 'Be less busy.' Similarly, Stripe — a deeply technical payment infrastructure company — simplified its positioning to: 'Payments infrastructure for the internet.' Both are powerful, concise, and grounded in user benefit. And they've helped shape entire industries. Apple's 'Think Different' is another obvious example. But you don't need a billion-dollar brand to achieve that level of clarity. In B2B tech, even internal projects can be reframed with simplicity — "Automated KYC review in under 5 minutes" is a lot more compelling than "GenAI-powered regulatory document classifier." So how do we make our messaging simpler — especially in the age of AI and GenAI? Start by contextualizing, not complicating. Don't just say 'AI-led automation' or 'GenAI CoE with multi-model capabilities.' Instead, say: 'We helped a global insurer cut claims processing time by 60% using a GenAI chatbot trained on historical tickets.' That's memorable. Use the WIFM principle — What's In It For Me? Speak to the specific pain points, aspirations, and outcomes that matter to your audience. A COO wants reduced cycle time. A CMO wants personalized experiences at scale. A CIO wants cost-effective transformation. Frame your message in their terms, not yours. Anchor your narrative in facts, not fluff. Show what you've done, how it's worked, and why it matters. Replace vague phrases like 'industry-leading' or 'next-gen' with quantifiable outcomes — '$3M in operational savings,' '30% drop in manual reviews,' '2-week deployment with no downtime.' Make the customer the hero of your story. Your solution isn't the star — their success is. Highlight how your AI/GenAI service made their job easier, helped their team shine, or solved a business-critical challenge. Elevate them , not yourself. And most importantly, edit ruthlessly. Cut what doesn't add value. Clarity isn't just a writing choice — it's a mindset. As Steve Jobs put it: 'Simple can be harder than complex. You have to work hard to get your thinking clean to make it simple.' But once you do, you can move mountains — or close deals. In today's AI-first world, where everyone's shouting the same buzzwords, being understood is your competitive advantage. So the next time you're pitching an AI-native solution or a GenAI-powered platform, skip the jargon maze. Just tell a clear, useful, honest story. Because if you can't explain it simply, maybe it's not ready. And if you can? You're already ahead. (The author is the marketing leader, Apexon.)
Time of India
27-05-2025
- Business
- Time of India
Buzzwords instead of real outcomes: the recipe for mistrust
HighlightsSimplicity is key in AI marketing messaging. Customers prefer clear outcomes over jargon. Make the customer the hero of your story. By Jaspreet Singh 'If you can't convince them, confuse them.' This line, often attributed to Harry S. Truman, may sound like a cynical punchline — but for many sales and marketing professionals in IT services, it hits close to home. In an industry now dominated by AI and Generative AI narratives, complexity has become a default. Everyone's racing to sound smarter, faster, and more futuristic — and in that race, we often forget the most important thing: clarity. We've moved from digital transformation and hyper-automation to LLM orchestration, multi-modal interfaces, RAG pipelines, GenAI-infused workflows, and autonomous code remediation. While these terms aren't meaningless, overusing them without clear context dilutes their impact. Every service provider is saying the same thing, just with a different color palette and voiceover. In the quest to stand out, we've ironically blended in. Customers — whether CIOs, CMOs, or line-of-business leaders — are smart. They've seen the demos, heard the acronyms, and sat through the slideware. They know when they're being pitched buzzwords instead of real outcomes. And in that moment, trust evaporates. Add to that the challenge of shrinking attention spans. According to research, we now have less than 8 seconds to capture attention — shorter than a goldfish. So when we bombard buyers with jargon-heavy messaging, verbose value propositions, and AI-laden acronyms, we're not convincing them — we're confusing them. In this environment, simplicity becomes the differentiator. This is especially true for AI and GenAI in IT services. Today, business users — not just technical teams — are making decisions about technology. A GenAI solution built for legal operations or supply chain doesn't need to be explained in terms of transformer models or vector databases. It needs to be explained in terms of what problem it solves, how fast, and what value it brings. Marketing's job isn't to decorate complexity — it's to distill value. To make the message not only accessible but meaningful. That's not about dumbing down the solution. It's about focusing on what matters most to the person on the other side. Take the example of Slack . Their core message wasn't about real-time messaging protocols or integrations with 200+ tools. It was: 'Be less busy.' Similarly, Stripe — a deeply technical payment infrastructure company — simplified its positioning to: 'Payments infrastructure for the internet.' Both are powerful, concise, and grounded in user benefit. And they've helped shape entire industries. Apple's 'Think Different' is another obvious example. But you don't need a billion-dollar brand to achieve that level of clarity. In B2B tech, even internal projects can be reframed with simplicity — "Automated KYC review in under 5 minutes" is a lot more compelling than "GenAI-powered regulatory document classifier." So how do we make our messaging simpler — especially in the age of AI and GenAI? Start by contextualizing, not complicating. Don't just say 'AI-led automation' or 'GenAI CoE with multi-model capabilities.' Instead, say: 'We helped a global insurer cut claims processing time by 60% using a GenAI chatbot trained on historical tickets.' That's memorable. Use the WIFM principle — What's In It For Me? Speak to the specific pain points, aspirations, and outcomes that matter to your audience. A COO wants reduced cycle time. A CMO wants personalized experiences at scale. A CIO wants cost-effective transformation. Frame your message in their terms, not yours. Anchor your narrative in facts, not fluff. Show what you've done, how it's worked, and why it matters. Replace vague phrases like 'industry-leading' or 'next-gen' with quantifiable outcomes — '$3M in operational savings,' '30% drop in manual reviews,' '2-week deployment with no downtime.' Make the customer the hero of your story. Your solution isn't the star — their success is. Highlight how your AI/GenAI service made their job easier, helped their team shine, or solved a business-critical challenge. Elevate them, not yourself. And most importantly, edit ruthlessly. Cut what doesn't add value. Clarity isn't just a writing choice — it's a mindset. As Steve Jobs put it: 'Simple can be harder than complex. You have to work hard to get your thinking clean to make it simple.' But once you do, you can move mountains — or close deals. In today's AI-first world, where everyone's shouting the same buzzwords, being understood is your competitive advantage. So the next time you're pitching an AI-native solution or a GenAI-powered platform, skip the jargon maze. Just tell a clear, useful, honest story. Because if you can't explain it simply, maybe it's not ready. And if you can? You're already ahead. (The author is marketing leader, Apexon. Views are personal.)
