Mitel’s CloudLink Offers Glimpse into Company’s Technology Future

Mitel has launched a new developer initiative, making it easier for channel partners, technology partners and customers to build custom applications and integrations via CloudLink, the company’s modern cloud services architecture, officials said.

Traditionally, developers used the Mitel Solutions Alliance (MSA) to build integrations. Now users will do so through the Mitel developer portal, which is connected to CloudLink.

Created in 2019, CloudLink allows on-site or cloud customers to collaborate and deploy applications. It has more than 2 million active users.

Mitel’s Swapan Nandi

Swapan Nandi is senior director of next-gen solutions at Mitel.

“We believe CloudLink will provide the framework to organically grow a vibrant communications developer community,” Nandi wrote in a letter to the Mitel community last April. “By enabling CloudLink for every Mitel platform, our partners will have a significant customer base to serve. And by developing an open API ecosystem for CloudLink, Mitel’s platforms will integrate more easily with other enterprise applications.”

CloudLink Origins

Innovation is often born out of necessity.

Mitel developed CloudLink because it found itself in a less than ideal situation. The company initially had to integrate with organizations operating multiple PBX platforms. The introduction of CloudLink removed this headache, linking the five platforms that Mitel operates in today. Connecting across these platforms meant easier development of applications.

Earlier this year, Mitel MiVoice Office 400 and MiVoice 5000 customers were first to get the CloudLink gateways that provided access to the Mitel APIs. Gateways are now available for MiVoice Business and MiVoice MX-One platforms.

As for the Mitel developer portal, it allows users to integrate communications capabilities like voice, messaging, chat and video with automated, application-driven workflows. Enterprises can dramatically improve customer and constituent service quality, support employee collaboration and lower costs, the company said.

Mitel’s Venkat Nagaswamy

“Now, any customer of ours can use it. Any partner of ours can use it. Or even people that we don’t even know about can use it,” said Mitel CMO Venkat Nagaswamy.

Also, adopting CloudLink and its API ecosystem doesn’t mean organizations have to overhaul their infrastructure, Nagaswamy said. Customers can integrate their on-premises technology with the modern cloud platform.

“People feel that a lot of the new applications can only be delivered on a cloud platform,” he said. “What we’ve done with CloudLink is enable you to use your applications in a simple way. You know, it’s really about making sure that the original investment our customers made in us means they can get the full value out of it.”

Industry Use Case

Health care is one vertical benefiting from Mitel’s technology, the company said. Information from hospital software can feed into …