Zoom and Mitel announce rollout of AI-first hybrid communications and collaboration solution

Rhea-AI Summary

Zoom (NASDAQ: ZM) and Mitel have launched a global hybrid cloud solution that integrates Zoom Workplace and AI Companion with Mitel's communications platforms. The solution, stemming from their September 2024 partnership, combines Zoom's AI-first collaboration experience with Mitel's enterprise-grade telephony.

The multi-phased rollout begins with integration for Mitel's OpenScape Voice and OpenScape 4000 platforms, expanding to MiVoice Business solutions in coming weeks, and MiVoice 5000 and MX-ONE solutions by end of 2025. OpenScape CP and Mitel 6900 Series devices are now Zoom Phone certified, with OpenScape SBC certification completed for Zoom's BYOP and BYOC capabilities.

The solution enables organizations to maintain control over mission-critical communications while accessing Zoom's collaboration tools, including AI Companion features for content creation and productivity enhancement. According to a June 2024 Mitel-Techaisle survey, 92% of mid-to-large enterprises are considering hybrid deployments.

Positive

• Strategic partnership enables hybrid deployment flexibility
• Integration with existing Mitel infrastructure preserves customer investments
• AI Companion integration enhances productivity features
• 92% market validation from enterprise survey indicates strong demand

Negative

• Phased rollout means full platform integration not available until end of 2025
• Some certifications still pending (e.g., Mitel Border Gateway)

Insights

Technology Analyst

Zoom and Mitel's new hybrid cloud solution represents a strategic pivot in the unified communications market, targeting the 92% of mid-to-large enterprises considering hybrid deployments according to Mitel's research. This partnership addresses Zoom's post-pandemic growth challenges while helping Mitel modernize its offering in the mature telephony market.

The integration creates a compelling value proposition by combining Zoom's collaboration platform and AI capabilities with Mitel's enterprise-grade telephony infrastructure. For enterprises with significant investments in Mitel systems, this offers a pragmatic modernization path without forcing a disruptive rip-and-replace approach. The phased rollout strategy—starting with OpenScape platforms and expanding to MiVoice Business—indicates a methodical approach to ensure compatibility and reliability.

This partnership positions both companies more competitively against Microsoft Teams and Cisco, who have been aggressively targeting the unified communications space. By allowing customers to maintain control over mission-critical telephony while adding AI-powered collaboration tools, the solution addresses key enterprise concerns around business continuity, security, and compliance—particularly important in regulated industries like healthcare and financial services.

The integration of Zoom's AI Companion throughout the solution is particularly noteworthy as it differentiates this offering in a market increasingly defined by AI capabilities. This aligns with the broader enterprise trend of seeking practical AI implementations that enhance productivity without requiring complete infrastructure overhauls.

While presented as a hybrid solution, this partnership also creates a potential migration path that could eventually transition Mitel customers to Zoom's cloud services, representing a significant customer acquisition strategy for Zoom. For enterprises, this offers flexibility to migrate at their own pace while maximizing existing investments in Mitel hardware and software.

Financial Analyst

This strategic partnership addresses critical growth challenges for both companies in the competitive unified communications market. For Zoom, which has seen its revenue growth decelerate to single digits post-pandemic, this alliance provides access to Mitel's enterprise customer base in vertical markets where Zoom has struggled to penetrate deeply. The hybrid approach creates a new revenue stream that could help Zoom increase its enterprise ARPU while reducing churn through deeper platform integration.

The timing is particularly strategic as enterprises reassess their communications infrastructure amid hybrid work adoption and AI integration initiatives. By targeting the 92% of mid-to-large enterprises considering hybrid deployments, Zoom and Mitel are positioning themselves at the intersection of two major market trends: cloud migration and AI adoption in business communications.

This partnership represents a defensive move for Mitel against pure cloud competitors while giving Zoom a competitive edge against Microsoft Teams and Cisco, which have been aggressively bundling communications solutions. The phased implementation approach suggests revenue impact will materialize gradually over 2025-2026 rather than providing an immediate boost to either company's financials.

For investors, this partnership addresses a key concern about Zoom's growth trajectory by demonstrating its ability to expand beyond its core video offering. The integration of Zoom AI Companion throughout the solution leverages Zoom's $1.4 billion investment in AI announced last year, potentially increasing the return on that substantial R&D expenditure.

The certification of Mitel devices for Zoom Phone indicates a long-term strategy that could eventually transition customers to Zoom's higher-margin cloud services. This creates a customer acquisition funnel for Zoom while allowing Mitel to retain relevance as customers modernize their communications infrastructure. For Mitel customers, this provides investment protection while creating a clear migration path to cloud services, potentially reducing customer acquisition costs for Zoom in these accounts.

Jointly developed, globally available solution combines Zoom’s seamless AI-first collaboration experience with Mitel’s enterprise-grade telephony reliability and resiliency through a single application

SAN JOSE, Calif., Feb. 27, 2025 (GLOBE NEWSWIRE) -- Today, Zoom Communications, Inc. (NASDAQ: ZM) and Mitel, a global leader in business communications, announced the global launch of a unique hybrid cloud solution that integrates Zoom Workplace and Zoom AI Companion with Mitel’s flagship communications platforms, including its leading telephony solutions. This marks a significant milestone in the strategic partnership between the companies announced in September 2024.

Today, organizations are navigating the adoption of emerging technologies like AI while maintaining security, business continuity, and flexibility when modernizing business communications. This new solution is designed to meet the growing enterprise demand for hybrid unified communications (UC) deployments by offering a “best-of-both-worlds” approach that empowers organizations to deliver mission-critical communications capabilities alongside exceptional collaboration functions to enhance business productivity.

The multi-phased rollout will see Zoom’s AI-first solution integrate seamlessly with existing Mitel software and devices, starting now with global availability for Mitel’s OpenScape Voice and OpenScape 4000 platforms. This will be expanded to include MiVoice Business solutions in the coming weeks, as well as MiVoice 5000 and MX-ONE solutions before the end of 2025. Device portfolios like the OpenScape CP and the Mitel 6900 Series are now Zoom Phone certified, with the full list of certified models available here. Certification of Mitel’s OpenScape SBC is also complete, enabling compatibility with Zoom’s Bring-Your-Own-PBX (BYOP) and Bring-Your-Own-Carrier (BYOC) direct routing capabilities. Mitel Border Gateway (MBG) certification will follow in the weeks ahead.

“As businesses navigate the connectivity requirements to support hybrid work, they need solutions that unite the benefits of on-prem or single-instance cloud communications infrastructure with Zoom’s industry-leading collaboration experiences, giving them the best of both while future-proofing their organizations,” said Graeme Geddes, chief sales and growth officer at Zoom. “The AI-first solution provided by Zoom and Mitel makes connecting and collaborating seamless and efficient while giving customers the flexibility to migrate to the cloud on their own terms and with their existing Mitel devices.”

“Recent research shows 92% of mid-to-large enterprises are considering hybrid deployments, and for good reason,” said David Petts, chief sales officer at Mitel*. “In today's rapidly changing workplace, staying connected through video, chat, or voice is more important than ever and a vital part of business continuity planning. Mitel’s strategic partnership with Zoom has produced an offering that provides seamless access to these solutions while enabling compliance and security control in the most demanding use cases, industries, and geographies. With the integration of Zoom’s AI Companion, it’s a winning combination for organizations looking for an elevated collaboration experience that truly fits their overall communication needs.”

Deliver AI-first collaboration tools built for modern work
With the Zoom Workplace app fully integrated with secure Mitel telephony and devices, users can call, meet, and chat from a single solution, including the ability to escalate from a Mitel-powered call directly into a Zoom meeting. Additionally, users can brainstorm ideas, develop content, and kickstart project plans with Zoom Docs, Zoom Whiteboard, Zoom Clips, and more. AI Companion is woven throughout to help users jumpstart content creation, stay focused, prioritize what’s important, and get answers fast.

Maintain control and maximize current investments
With the joint hybrid solution, users can maintain unmatched control over mission-critical activities like release schedules, configurations, updates, system changes, and telephony while leveraging existing investments without isolation. For organizations in specialized industries like healthcare, hospitality, government, and financial services, this means having the ability to continue to leverage existing Mitel-certified vertical integrations along with specialized devices and workflows for frontline workers.

Blend on-prem and cloud capabilities to suit an organization’s unique requirements
The hybrid architecture from Zoom and Mitel provides users with a simple approach to blending on-prem with the right mix of private and public cloud on their terms to meet their unique needs. It gives organizations the flexibility, tools, and resilience they need to future-proof their current systems while maintaining reliability throughout the process. Additionally, using the Zoom Workplace app, users will have access to a consistent modern user experience every step of the way. If UCaaS is ultimately their preferred deployment model, they can easily bring their certified Mitel devices with them.

Jim Lundy, Founder & CEO of Aragon Research, confirms that “The Mitel-Zoom partnership is a game changer, offering businesses a path to hybrid communications with AI collaboration and communications capabilities."

The joint solution is now available to customers worldwide. Further advanced capabilities are underway as part of the multi-phase partnership plan. For more information about the joint solution, please visit https://www.mitel.com/products/zoom-workplace.

* According to a June 2024 global survey of 1,954 organizations conducted by Mitel and Techaisle.

About Zoom
Zoom’s mission is to provide one platform that delivers limitless human connection. Reimagine teamwork with Zoom Workplace — Zoom’s open collaboration platform with AI Companion that empowers teams to be more productive. Together with Zoom Workplace, Zoom’s Business Services for sales, marketing, and customer care teams, including Zoom Contact Center, strengthen customer relationships throughout the customer lifecycle. Founded in 2011, Zoom is publicly traded (NASDAQ: ZM) and headquartered in San Jose, California. Get more information at zoom.com.

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 www.mitel.com and follow us on LinkedIn.

Mitel is the registered trademark of Mitel Networks Corporation. All other trademarks are the property of their respective owners.

Zoom Public Relations
Karen Modlin
press@zoom.us

Mitel Public Relations
Trever Kerr, Americas
Sandrine Quinton, Europe and Asia
pr@mitel.com

FAQ

What are the key features of the new Zoom-Mitel hybrid cloud solution?

The solution combines Zoom's AI-first collaboration tools and Workplace platform with Mitel's enterprise telephony, allowing unified communications through a single application with AI Companion integration.

When will Zoom (ZM) complete the full integration with all Mitel platforms?

The integration starts with OpenScape platforms, extends to MiVoice Business solutions in weeks, and will include MiVoice 5000 and MX-ONE solutions by the end of 2025.

Which Mitel devices are currently Zoom Phone certified?

The OpenScape CP and Mitel 6900 Series devices are now Zoom Phone certified, with OpenScape SBC certification completed for BYOP and BYOC capabilities.

How does the Zoom-Mitel partnership benefit enterprise customers?

Customers can maintain control over mission-critical communications while accessing Zoom's collaboration tools and AI features, with flexibility to blend on-premises and cloud capabilities according to their needs.