Mitel Agent Assist

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Freedom report

One barScore 5.3

Free tierNo free tier on record
Open codeNo open-source code on record
Runs widely0 of 6 device platforms
DocumentedPlans, terms and facts published

Mitel Agent Assist is ranked #12 of 25 in agent assist software on Freedom251.

Compared on agent assist software

Real-time guidance: Yes
Suggested replies: Yes
Knowledge retrieval: Yes
Supported channels: multichannel

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The record

Product role: Mitel Agent Assist is a Google Cloud Contact Center AI-powered assistant and an extension to Mitel Virtual Agent.
Live handoff: When the virtual agent cannot answer, Agent Assist brings a live agent into the conversation and provides its history.
Suggested responses: Agent Assist monitors the conversation and delivers real-time suggested responses to the live agent.
Consistent answers: Mitel says Virtual Agent and Agent Assist provide consistent responses to repeated inquiries that are sanctioned by the company and compliant with legal requirements.
Agent training: Mitel says Agent Assist can help train new agents and add a personalized touch to the customer journey.
Platform dependency: Mitel Virtual Agent works in conjunction with the Mitel MiContact Center Business platform.
Contact center AI: Mitel describes contact center GenAI capabilities including automated assistance, advanced analytics, real-time coaching and intelligent advice for agents.
Analytics: Mitel says GenAI analytics use natural language processing and machine learning to provide real-time insight into customer preferences.
Intended users: Mitel presents the solution for contact centers seeking to handle routine inquiries with virtual agents and guide human agents on complex interactions.
Omnichannel context: Mitel describes customer journeys spanning phone, email, SMS, web chat, social media and in-person communications.
Security statement: Mitel states that its solutions support encryption, data residency controls and audit logging, and that AI-driven analytics operate within established security frameworks.
Sales and support: Mitel directs prospective customers to contact sales or find a certified Mitel partner for help selecting a solution.
Pricing availability: The official Agent Assist page directs visitors to contact sales and does not state a product price.
Company founding: Mitel says Michael Cowpland and Terry Matthews founded the company in 1973.

Where it ranks on Freedom251

Best Agent Assist Software in 2026#12 of 25

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Sources

mitel.com/solutions/business-need/call-center-cus· checked 4 Oct 2026
mitel.com/solutions/business-need/call-center-cus· checked 4 Oct 2026
mitel.com/contact· checked 4 Oct 2026
mitel.com/blog/celebrating-50-years-of-mitel-exce· checked 4 Oct 2026