Case Study: SIRIM Berhad achieves AI-ready communications modernization and cost savings with Mitel MX‑ONE & MiContact Center

SIRIM Berhad - Customer Case Study

SIRIM Berhad, Malaysia’s government-owned industrial research and technology organization, faced an aging PBX in service since 1993 that could not support modern applications or easy integration. The organization needed a cost‑effective, flexible communications platform with AI and application integration, a contact center and call management features, and the ability to work with parts of their existing infrastructure while delivering a clear ROI.

SIRIM selected Mitel’s MiVoice MX‑ONE and MiContact Center Enterprise for their cost-effectiveness, capability set and willingness to integrate with the legacy system. The deployment delivered support for AI and CRM integration, IP and mobile working, reduced licensing and lower costs, and a fully connected digital framework; initial implementation provisioned 800 extensions, a PC‑based contact center console and 21 agents for one branch, with plans to roll out to nine more branches.

SIRIM Berhad

Mohd Salleh Drus

General Manager