Techaisle Blog

As an industry analyst and a market researcher, it is my job to cut through the noise of the technology market and identify strategies that deliver tangible value. In the current AI-obsessed landscape, the Customer Experience (CX) sector is perhaps the noisiest of all. Every vendor promises sweeping transformation, yet a crisis of confidence is brewing. Based on Techaisle's ongoing research into enterprise and midmarket IT priorities, businesses are increasingly trapped in "pilot purgatory," spending fortunes on AI science projects that fail to deliver measurable outcomes. A vast majority of AI initiatives reportedly fail, often because they are measured by vanity metrics like "tokens consumed" instead of tangible business results.

Against this backdrop, Verint’s recent "Engage" conference presented a refreshingly pragmatic and potent strategy. Under the banner of "AI Business Outcomes. Now," Verint is making a calculated bet not on the hype of a monolithic, all-knowing AI, but on a focused, measurable, and open approach to CX Automation. This strategy is particularly relevant for enterprise and midmarket customers who are weary of disruption and demand demonstrable returns on their technology investments.

The Verint Strategy: Pragmatism Over Platitudes

At its core, Verint’s strategy is built on the understanding that CX operations are a complex web of manual workflows - from quality assurance and coaching to analytics and compliance. The goal of AI, therefore, should not be a vague promise of "intelligence" but the specific, targeted automation of these workflows to create capacity, boost revenue, and elevate customer experience simultaneously.

This philosophy underpins Verint's entire platform and go-to-market motion. Verint announced that over 50% of its annual recurring revenue is now derived from AI-powered solutions, a staggering jump from virtually zero just two years ago. This growth is not accidental; it is the result of a differentiated approach that directly addresses the primary fears and frustrations of today's technology buyers.

Deconstructing "Unique": The Four Pillars of Verint’s Differentiated Strategy

While many vendors claim to be unique, Verint's claim is substantiated by four interconnected strategic pillars that directly address key customer pain points.

Mitel’s overall philosophy for unified communications (UC) is enabling customers with broad flexibility to deploy what they want and purchase solutions how they want. A key differentiator of Mitel’s has been its belief that one size does not fit all. That belief is supported by a recent Techaisle global study revealing that 44% of firms use multiple communication platforms. On-prem unified UC solutions dominate in 88% of firms, but in 56% on-prem capabilities co-exist with cloud solutions. All these options are choices that Mitel supports with its Customer Lifecycle Management approach, recently bolstered by its exclusive UCaaS partnership with RingCentral.

Mitel - RingCentral UCaaS momentum - “A Differentiated and Evolved Partnership”

Mitel is not just partnering with RingCentral but doing even more by optimizing the complete migration experience through collaborative processes, migration tooling, device transfers, and exclusive incentives providing Mitel customers a world-class UCaaS solution and a clear, flexible path toward the future. Mitel is actively integrating numerous capabilities with the RingCentral MVP (Messaging, Voice, Phone) platform to enhance the whole experience for customers. The first example of this broad integration was evident just five months following the RingCentral partnership when Mitel launched its first set of certified devices – the 6900 series phones – which work seamlessly with RingCentral MVP. Customer choice and experience extend into a well-thought-through onboarding process, enhanced by Mitel’s Migration Assist Package, which introduces automation and accuracy while migrating customers 75% faster than industry standards. Customers migrating to less than a hundred seats can take advantage of these free implementation services. The free service is very generous as it includes access to an Implementation Advisor who also schedules discovery and training sessions and unlimited access via toll-free number for follow-up questions and assistance on system setup. Mitel partners or RingCentral provide professional services for customers with more than a hundred seats.

Mitel’s partnership with RingCentral has seen significant momentum, migrating over 100,000 seats in the first six months of the exclusive relationship.

The RingCentral – Mitel partnership is highly differentiated from others in the market, including RingCentral’s relationship with Avaya. From the outset, Mitel has distinguished itself from Avaya and others with superior pricing and purchase flexibility, ease of deployment and migration, professional services, and training. Although Avaya is widely considered to have a composable CPaaS offering, Mitel’s CloudLink technology with APIs and integration capabilities are yet to be fully utilized by developers and partners. Additionally, the compensation received from RingCentral fuels investments in core Mitel unified communications R&D and innovation and potential future merger and acquisition activities.