In this interview, Mitel CTO Luiz Domingos discusses why frontline-first, voice-first communications are becoming essential operational infrastructure — and why organisations can no longer afford to connect their entire workforce with the same one-size-fits-all tools.

The conversation covers how embedded, real-time communications enable faster decisions, safer work, and better outcomes; why voice is making a strong comeback as the interface of choice in hands-free environments; where AI adds the most practical value for frontline workers; and how hybrid and edge architectures ensure resiliency, security, and control in mission-critical environments. Luiz also shares the biggest mistakes organisations make when modernising frontline communications — and how to avoid them.