For years, Mitel has been the go-to solution for handling customer interactions. The promise of control, security, and reliability made the on-prem and hybrid systems feel like a safe bet.

But what happens when that “safe bet” isn’t so safe anymore?

With Mitel’s recent bankruptcy filing and financial uncertainty, many contact center and IT leaders are reevaluating their tech stack. Not out of panic, but rather, necessity. But here’s the real question: If your provider is struggling to sustain itself, how can it sustain you?

This isn’t a doom and gloom story for Mitel users. It’s an opportunity. The contact center technology landscape is evolving, and forward-thinking companies are moving to omnichannel cloud solutions that are secure, scalable, and flexible—and don’t come with the baggage of legacy tech.

Let’s dig into what’s really at stake and how you can move forward strategically.

The Real Risk in Contact Center Technology

Mitel’s on-prem and hybrid models created a false sense of security for many contact centers. After all, if it’s in your building, it must be under your control, right?

Not exactly.

Why On-Premises Contact Center Tech is Now the Bigger Risk

• Security vulnerabilities. Legacy systems rely on manual patches, hardware updates, and aging infrastructure. In today’s fast-moving threat landscape, that’s a losing game.
• Limited innovation. Cloud-native solutions are innovating at scale, while legacy systems struggle to keep up.
• Rigid, costly maintenance. With legacy systems, IT teams spend more time keeping the lights on than driving business improvements.

The truth is, cloud technology isn’t just “catching up.” It’s leading. And it’s offering more security, control, and resilience than ever before.

Contact Center Technology Has Changed

For contact centers, technology isn’t just a tool—it’s the backbone of customer experience. Modern cloud-based solutions are built to handle today’s demands with agility and security.

Security Built for Today’s Threats (Not Yesterday’s Assumptions)

Legacy platforms rely on patching outdated hardware—often at unpredictable intervals. And that’s if IT gets the green light (and budget) to do it.

Cloud solutions, like Broadvoice | GoContact, are different.

• Enterprise-grade security and compliance – Encryption, advanced threat detection, and real-time monitoring keep data safe.
• Built-in disaster recovery – Redundant cloud infrastructure ensures uptime, no matter what.
• Faster response to threats – Automatic security updates eliminate gaps in protection.

Instead of playing defense, modern contact centers are choosing solutions that keep them ahead of security threats before they even appear.

Innovative Technology Moves Your Business Forward

Today’s customers expect seamless, intelligent interactions across channels. Legacy systems weren’t built for this level of complexity.

Cloud-based contact center technology offers:

• AI-powered analytics for real-time decision-making
• Omnichannel capabilities to unify voice, chat, email, and social
• Intuitive interfaces that empower agents, rather than frustrate them

Why struggle with outdated tech when better solutions already exist?

Cost-Efficiency That Supports IT

Mitel users are no strangers to expensive maintenance and surprise costs.

Modern platforms shift contact center expenses from unpredictable CAPEX investments to transparent, usage-based models—giving IT leaders budget flexibility.

And the best part? IT teams can refocus their energy on driving efficiency and customer experience improvements, rather than babysitting outdated hardware.

Transitioning From Mitel? Here’s What to Look for in a Contact Center Technology Partner

If your current provider’s financial struggles have put you in search mode, you’re not alone. But not all “cloud” providers are created equal. Here’s what really matters when choosing a Mitel replacement.

1. Cloud-First Approach (Not “Cloud-Washed” Solutions)

A lot of legacy providers slap a “cloud” label on their offering, but many of them still rely on outdated, on-prem architecture. That’s not digital transformation—that’s a workaround.

Instead, look for platforms like Broadvoice | GoContact that are truly cloud-native—built for:

• Scalability – Expand or contract your seat count without calling on your provider.
• Security – True multi-layered security, not a bolt-on afterthought.
• Agility – Rapid updates and feature rollouts keep your business ahead.

2. A True Business Partner (Not Just a Vendor)

Technology is only part of the equation. You need a provider that’s invested in your success, not just your contract.

Look for:

• Migration support – To minimize downtime.
• Hands-on onboarding – That helps your agents, admins, and executives adopt the platform fast.
• Training programs – Empower your agents and supervisors with the right tools.
• Customer success teams – Real humans, real help—not just a chatbot.
• Proof > Promises – Check case studies, customer testimonials, and reviews before committing.

We just won a Silver Stevie Award for our Customer Success Program—because real support still matters.  

3. Focus on the Full CX (Because Happy Agents = Happy Customers)

A modern contact center solution shouldn’t just “work.” It should boost your customer and agent experience.

• User-friendly agent interfaces – Reduce friction, increase productivity.
• AI-powered insights – Optimize interactions in real-time.
• Omnichannel capabilities – Meet customers where they are.

Before making a move, make a list of your must-have features—then use it to evaluate potential providers.

Mitel’s Uncertainty is a Wake-Up Call—Not a Crisis

If you’re sitting on a Mitel system, the recent financial news isn’t just a red flag. It’s a turning point.

But here’s the good news: You have options.

Cloud technology isn’t some far-off future. It’s here. It’s now. And it’s outperforming legacy platforms in every category.

Mid-market contact centers deserve a solution that is:

• Reliable – No more scrambling for patchwork fixes.
• Scalable – Grow without limitations.
• Secure – Built for today’s cyber threats.
• Future-proof – A platform that evolves with your business.

The question isn’t if you’ll move on from legacy tech. It’s when—and who you’ll trust to help you do it right.