Mitel’s new global channel leader says hybrid communications, AI, and stronger partner alignment represent the company’s biggest opportunities for growth as organizations continue modernizing their collaboration environments.
Ben Macdonald, who joined Mitel in June as Vice President of Global Channel Go-to-Market, told Channel Insider he plans to focus on simplifying the partner experience while using partner feedback to shape the company’s overall channel strategy.
Hybrid communications sustain enterprise investment
Mitel enters the second half of 2026 as the unified communications (UC) market continues shifting from cloud-only conversations toward hybrid communications strategies.
Read more: Our top UCaaS providers guide explains what partners and their customers should weigh when considering new communications tools.
While the broader UC market has matured, analysts expect AI-enabled collaboration capabilities, contact center integration, and hybrid deployment models to drive continued investment as enterprises balance modernization with security, compliance, and existing infrastructure.
Mitel positions its portfolio around deployment flexibility
Mitel has positioned itself around that hybrid approach rather than competing solely as a cloud-first UCaaS provider.
The company offers enterprise telephony, unified communications, collaboration, contact center, and communications platform technologies across on-premises, private cloud, public cloud, and hybrid deployment models.
Mitel has also increasingly emphasized AI-powered capabilities, workflow automation, and flexible deployment options as differentiators for partners serving enterprise and public sector customers.
Following its 2025 Chapter 11 bankruptcy filing, Mitel has worked to reestablish itself in a crowded market and has worked closely with its channel partners to do so.
Macdonald sees room to expand Mitel’s channel opportunity
Macdonald joined Mitel following years of channel experience at Owl Labs, Poly, Juniper Networks, and Ekahau.
He said that while he was initially excited to join the company at this stage of its growth, and as the global unified communications market continues to evolve, his early expectations have been surpassed by the reality he finds internally.
“I think the opportunity is actually greater than what I had expected,” Macdonald said.
“Understanding that they have 6,000 partners that they do business with globally and how well respected a lot of these partners are, I think the ability to really capitalize on what’s going on in hybrid communications… there’s just a huge opportunity here,” he continued.
As he settles into the role, Macdonald has done what many channel leaders do as soon as possible: he’s met with many partners to solicit feedback not just on Mitel’s technology offerings and program support, but also on what partners need to be successful moving forward.
Business outcomes drive the next phase of partner engagement
Macdonald said customers increasingly expect partners to serve as strategic advisors rather than technology resellers, particularly as AI becomes embedded into communications platforms.
This is not a new concept, nor is Macdonald the only channel leader to say so; we’ve covered the shift towards strategic advising extensively over the past two years.
As with other verticals and technology markets, customers are looking for partners who can help them unlock efficiencies and higher productivity through UC and hybrid communications investments.
AI investments now focusing heavily on security and flexibility
Whether organizations operate in healthcare, financial services, or other regulated industries, customers are looking for hybrid communications strategies that combine AI capabilities with security, resiliency, and operational flexibility, he said.
“It’s not selling a widget to get a piece of revenue,” Macdonald said. “You’re actually affecting someone’s business.”
He also emphasized that partners provide valuable market intelligence that helps Mitel refine its product roadmap.
“Their knowledge of what’s going on within the customer’s environment… is not only great for the customers, but it’s also a wonderful feedback loop back into us as a vendor,” Macdonald said. “As you start to aggregate that data, it helps us develop better solutions.”
AI could simplify how partners work with Mitel
While AI dominates nearly every technology conversation, Macdonald believes its greatest value for partners will come through simplification rather than hype.
He said Mitel is exploring AI-driven tools that improve enablement, quoting, and access to partner resources while making it easier to consume the company’s expanding communications portfolio.
“My goal, 100%, is to simplify their experience in doing business with Mitel,” he said. “AI is the biggest driver behind it.”
At the same time, Macdonald cautioned that AI adoption must be balanced with governance, compliance, and security requirements—areas where partners remain essential advisors for customers.
Partner feedback will shape programs and incentives
Looking ahead, Macdonald said one of his top priorities is strengthening two-way communication with partners through advisory councils, surveys, and ongoing conversations.
“We need their feedback,” he said. “It’s important for us to get the partner voice back into our company so we can act on that.”
He added that understanding each partner’s unique value proposition will help Mitel tailor incentives, profitability models, and go-to-market programs as the communications market continues evolving.
“We’re just scratching the surface now of where we can get to,” Macdonald said. “There’s no shortage of opportunity.”
Mitel has spent the past 12 months reinvesting in partners and moving the business forward following a rocky few years. Read more about the 2025 appointment of Mike Robinson as CEO.