Mitel Study: Why Businesses are Shifting to Hybrid Comms
The business communications landscape has undergone significant changes since the COVID-19 pandemic, with organisations moving from traditional office-based systems to cloud platforms that enable remote work.
This transition has inevitably created challenges around security, integration and cost management, leading many firms to reconsider pure cloud deployments.
However, new research from Mitel suggests companies are now adopting a more nuanced approach to communications infrastructure. Rather than pursuing complete cloud migration, organisations are implementing hybrid systems that combine existing on-premise technology with cloud capabilities.
These hybrid systems combine on-premise and cloud capabilities, which organisations are finding more useful as remote work requirements continue to evolve.
Growing demand for hybrid communications platforms
The study, conducted using data from technology analyst firm Techaisle, was completed with 1,900 businesses across the US, UK, Germany and France. Findings show 63% of companies are updating their unified communications infrastructure - systems that integrate voice, video, messaging and email services into single platforms.
- Hybrid adoption: 92% of firms investing in communications are choosing hybrid deployments
- AI and Video collaboration: 53% prioritise AI capabilities and 98% see video communication as non-negotiable
- Customer engagement: 52% of respondents are modernising systems to enhance customer interaction quality
- Security: 50% said data control and security were critical elements for business continuity
This transformation comes as organisations face pressure to balance security requirements with flexible working arrangements in the wake of widespread remote work adoption.
Of the organisations investing in communications infrastructure, 92% are selecting hybrid deployments that merge existing on-premise systems with private and public cloud platforms. This approach enables retention of legacy infrastructure while adding cloud capabilities for enhanced operational efficiency and regulatory compliance.
The research also indicates 68% of organisations implement hybrid solutions to connect office-based and remote workers. Likewise, data security control is driving 57% of deployment decisions, while 53% cite business adaptation requirements.
A further 45% of those surveyed aim to maximise returns on existing technology investments.
“After racing to adopt multi-tenant cloud solutions, many organisations face increasing complexity from evolving security requirements, compliance mandates, and the integration of advanced technologies like Gen AI,” says Luiz Domingos, Chief Technology Officer at Mitel.
Confronting legacy challenges
Mitel cites finance, government and healthcare sectors as those facing particular difficulties, with 68% of organisations operating communications systems more than seven years old. These legacy deployments are ultimately creating barriers to implementing emerging technologies, including AI, whilst also leaving businesses vulnerable to increased security issues.
In particular, the study finds that manufacturing and hospitality sectors are demonstrating significant interest in AI-powered communications capabilities, with 59% of firms in both sectors planning investments.
Across all sectors, 53% of organisations prioritise AI capabilities when selecting new communications providers.
Integrating communications platforms hopes to address challenges where fragmented tools create data silos that disrupt workflows and complicate system management. Consolidating processes can enable organisations to streamline operations while maintaining control over sensitive information.
As part of the shift to hybrid communications, video capabilities have become essential in communications infrastructure, with 98% of organisations requiring video functionality when selecting new systems.
Additionally, Mitel suggests that security considerations influence 50% of procurement decisions, reflecting focus on business continuity and risk mitigation.
“Today's complex digital landscape presents organisations with many challenges, from security and regulatory compliance to evolving customer expectations and the complexities of hybrid work,” says Anurag Agrawal, Chief Global Analyst at Techaisle.
“These challenges directly impact how organisations communicate, driving a strong consensus around the need for hybrid communications systems.”
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