We're excited to introduce OpenIQ Hosted PBX and Contact Centre — our new Australian-hosted UCaaS platform built specifically for partners supporting SME/SMB businesses.

This gives you a powerful, locally supported alternative for legacy PBXs and global cloud providers such as RingCentral, Zoom and 3CX.

Why This Matters for You

OpenIQ Contact Centre enables you to:

• Provide a cloud-based solution for clients migrating from legacy PBX
• Retain your existing client relationships
• Create a new recurring SaaS revenue stream
• Compete confidently against offshore cloud vendors
• Offer Australian data sovereignty
• Provide local support services — backed by Australian engineers

Your customers stay with you — not a multinational provider.

Infrastructure You Can Stand Behind

• Hosted in enterprise-grade datacentres in Sydney and Melbourne
• Fully Australian-hosted voice infrastructure
• Built for reliability, scalability and compliance
• Business continuity ready

Operational Simplicity

OpenIQ PBX gives you:

• A single place to administer all your clients
• Centralised multi-tenant management portal
• Intuitive and simple configuration
• Flexible SIP options — keep existing trunks or migrate to NetSIP trunks
• Native integration with OpenIQ Workforce Optimisation
• Integration with Microsoft Teams

Built for Revenue Growth

Pair telephony with OpenIQ best-in-class Workforce Optimisation:

• Call recording
• Quality assurance
• AI Analytics
• Compliance monitoring
• Agent performance management

This drives higher ARPU, deeper customer stickiness and long-term recurring revenue.

Ideal Customer Profile

• SME organisations
• Multi-site, WFH businesses
• Customers planning PBX refresh
• Compliance-driven industries
• Businesses currently evaluating RingCentral, Zoom or 3CX

More Than Just PBX

Add OpenIQ call recording, QA, AI Analytics and compliance to increase ARPU and long-term stickiness. We're onboarding launch partners now — if you'd like pricing, margins or a demo environment, book a partner briefing.

Modern cloud PBX. Australian hosted. Built for your channel growth. — OpenIQ

As the contact centre world becomes increasingly data-driven, demand for analytics tools has grown rapidly. Today, organisations can easily access powerful analytics capabilities through third-party APIs from providers such as Google, IBM and Amazon Web Services. These platforms are incredibly powerful and easy to integrate.

But there's a catch. As the volume of data increases, so does the cost.

The Problem with Usage-Based Analytics

Most third-party analytics platforms operate on usage-based pricing. This works well when analysing small datasets. But in contact centres — where thousands or millions of interactions occur — costs can escalate quickly.

For example, services like Google Analytics charge based on requests and data volume. As the number of interactions grows, so does the cost of analysing them. Similarly:

• IBM charges based on API calls
• Amazon Web Services charges based on compute and data storage

The result? Many organisations end up analysing only a small percentage of their calls simply to keep analytics costs under control.

The OpenIQ Approach: Analytics at Scale

Over the past year, the OpenIQ engineering team has been migrating our AI analytics engine away from third-party dependencies and into OpenIQ AI. The result is dramatically lower processing costs — allowing organisations to analyse far larger datasets without the escalating API fees.

In many cases, our customers can now analyse 100% of their calls, unlocking insights that were previously too expensive to capture.

This enables organisations to:

• Perform automated QA across every interaction
• Automatically categorise and group calls
• Automatically generate support tickets
• Validate PCI compliance on calls
• Generate transcription
• Map complete customer journeys
• Identify operational risks and trends earlier

More Control. More Flexibility. Better Security.

Running analytics within the OpenIQ platform also gives organisations:

• Greater control over how their data is processed
• The ability to customise analytics workflows
• Improved control over data security and privacy
• Reduced dependency on external API pricing models

And importantly for many Australian organisations — your data remains under your control.

Rethinking the Cost of Analytics

Third-party analytics platforms will continue to play an important role in the technology ecosystem. However, organisations analysing large volumes of customer interactions should carefully consider the long-term cost implications of usage-based analytics models.

OpenIQ AI provides a scalable alternative — enabling organisations to unlock the full value of their customer interaction data without the unpredictable costs.

Because the most valuable insights often come from analysing every conversation — not just a sample.

In financial services, insurance, government, healthcare and regulated contact centres — missing a call recording isn't an inconvenience. It's a compliance failure.

Many organisations running Mitel still rely on a single recorder architecture — a single point of failure protecting millions of dollars in regulatory risk.

At best, most single-recorder solutions deliver three nines (99.9%) availability. That's 8+ hours of potential downtime per year. Eight hours where calls may not be recorded. Eight hours of compliance exposure. Eight hours of risk.

Introducing OpenIQ's New High Availability Recorder

After 16 years of building best-in-class recording platforms, OpenIQ has launched our next-generation High Availability (HA) Call Recorder — purpose-built for industries where recording is mandatory.

• No single point of failure
• Active-Active recording
• Continuous recording during maintenance
• On-premise or hosted deployment
• Australian datacentres (Sydney & Melbourne)
• Full data sovereignty

This isn't just redundancy. It's engineered resilience.

Built on 16 Years of Australian Expertise

OpenIQ has been delivering recording, QA and analytics solutions across Australia for 16 years. We are:

• A Mitel Approved Developer
• Trusted by many of Australia's largest Mitel customers
• Specialists in onsite and hosted recording
• 100% Australian-based support and infrastructure

Our new HA platform builds on everything we've learned — designed specifically to eliminate the risks of single-recorder environments.

Let's Remove the Single Point of Failure

If your organisation relies on call recording for compliance, dispute resolution or regulatory protection — now is the time to review your architecture. If you're running Mitel with a single recorder environment, we'll show you exactly what a move to OpenIQ's High Availability Call Recording platform would look like — including a clear, fixed-cost proposal.

If recording is mandatory in your industry, resilience should be too.

The Broadcom acquisition changed the VMware cost equation permanently. Here's how Mitel customers are responding — and what OpenIQ has built to help.

If you're running Mitel on VMware, the last 12 months have likely brought some uncomfortable conversations with your finance team. Broadcom's acquisition of VMware has reshaped the licensing landscape in ways that few predicted. Costs have risen sharply, renewal terms have tightened, and the long-term trajectory is unclear.

For organisations that built their communications infrastructure around VMware, the question is no longer "should we review this?" — it's "how quickly can we move?"

The Answer: Geo-Redundant Mitel Hosting on Proxmox

Our Mitel hosting environment runs on Proxmox VE — a proven, enterprise-grade open-source virtualisation platform trusted by organisations worldwide. It delivers everything you'd expect from a traditional hypervisor, without the unpredictable licensing overhead.

Critically, our implementation is built to specification fully aligned with Mitel's own published best practice guidelines for Proxmox deployments. This isn't an improvised workaround or an untested migration path — it's a vendor-endorsed architecture, fully tested and validated by OpenIQ and Mitel partners, with complete feature parity and the assurance of ongoing Mitel support.

Your environment is hosted across NextDC and Equinix facilities — two of Australia's most respected Tier III/IV data centre operators — with direct connectivity to the internet backbone.

• Geo-redundant infrastructure across NextDC and Equinix data centres
• Direct internet backbone connectivity for performance and reliability
• Australian data sovereignty — your data stays onshore, always
• Fixed, transparent pricing — no VMware-style licensing surprises
• Full compliance with Mitel's published Proxmox best practice guidelines
• Backed by a team already trusted by Mitel Platinum and Gold Partners

Fixed Cost. Real Certainty.

One of the most damaging aspects of the VMware price shift isn't just the immediate cost increase — it's the uncertainty. When you can't reliably forecast your infrastructure spend, every business decision downstream becomes harder to make.

OpenIQ's hosting model is built around fixed, transparent pricing. You know exactly what you're paying, month after month. There are no surprise invoices, no mid-contract renegotiations, and no exposure to the next round of vendor licensing changes.

For CFOs and IT leaders trying to plan ahead, this predictability is as valuable as the cost saving itself.

Who Is This Built For?

• Mitel customers and partners currently running on VMware who are facing cost pressure at renewal
• Organisations that want a managed, dedicated environment without the overhead of running their own infrastructure
• Businesses in finance, healthcare, legal, or government where Australian data sovereignty is non-negotiable
• Contact centres looking to consolidate telephony and WFO under one roof
• Mitel Partners looking to offer a differentiated, locally supported hosting option to their customers

A Note on Trust

OpenIQ is a trusted Mitel Application Partner. We're not a generic hosting provider that happens to support Mitel — we're a specialist team with deep experience already trusted by Mitel Platinum and Gold Partners across Australia. When something needs attention, you're talking to Australian engineers who know the platform. That matters more than it might sound. When your phone system goes down, response time and platform knowledge aren't nice-to-haves.

In the past 12–24 months, we have seen a significant change in what customers are seeking. Previously, the focus was on phone system technology, contact centre platforms, and recording interactions. Although these are crucial elements for businesses that require them, they are now readily available in a SaaS format delivered via cloud-centric technology at a reasonable cost per agent.

The current discussion now centres around how to care for agents so that they can deliver the best results for customers.

Hybrid Working and Modern Agent Enablement

One of the primary topics shaping today's contact centre landscape is the need to provide hybrid working options in order to attract the best agents. Modern SaaS-based systems allow agents to work from any location and include features such as chat and presence that enable communication across the organisation and geography.

Agents must also have access to the right knowledge and the right people at the right time — with real-time AI playing a significant role in surfacing the appropriate information when it's needed most.

Coaching, Mentoring and a Culture of Trust

Coaching and mentoring are critical in the modern contact centre, and this requires a fundamental cultural shift — from a presenteeism-based culture to one built on trust and results. Tools like QA and analytics are vital in enabling and promoting this shift.

While random sampling has traditionally been used in quality assurance, using AI to identify problem calls is a far more valuable use of a supervisor's and agent's time. The focus should move from reactive to proactive coaching — identifying problems early, before they become endemic.

• Shift from random sampling to AI-driven call identification
• Move from reactive to proactive coaching and intervention
• Use QA data to build evidence-based performance conversations
• Build a trust-first culture supported by objective analytics

Customer Feedback as a Strategic Asset

Customer feedback is crucial to the success of any business. Large organisations are transforming their culture based on what customers are telling them — and making it a strategic priority rather than an afterthought. Providing both structured and unstructured feedback opportunities is essential to getting an accurate and actionable picture.

Understanding Trends with AI and Analytics

Understanding trends — and knowing why people are calling — can fundamentally shape how agents respond to customers and what skills they need to develop. While it's impossible for supervisors to be across every call, AI and analytics can listen to every single interaction, identify emerging trends, and surface the critical calls that need human attention.

It's clear that AI and analytics are here to stay, and it's encouraging to see clients and partners discussing the practical use of these tools to improve the experience of both agents and customers.

The most forward-thinking contact centres are no longer asking whether to adopt AI — they're asking how to use it most effectively to support their people and serve their customers better.