Enterprise Connect 2025 – Orlando, FL
At Enterprise Connect 2025, Miratech showcased its unique approach to helping enterprises navigate cloud migrations, AI adoption, and digital transformation in the contact center space. In a conversation Erik Delorey, Senior Director of Innovation at Miratech, provided insights into how the company serves as a technology-agnostic advisor and implementation partner, supporting organizations through complex transitions with a focus on risk-managed innovation.
Founded more than 35 years ago, Miratech has built a reputation as a software development and consulting firm specializing in customer engagement and contact center technologies. The firm operates independently of specific platform vendors, enabling it to provide objective, vendor-neutral consulting services to clients evaluating their options in the rapidly evolving Contact Center as a Service (CCaaS) market.
Helping Enterprises Make Sense of Cloud Migration
With the increasing pace of digital transformation and cloud adoption, many organizations are seeking guidance on how to modernize their contact center infrastructure. According to Delorey, the starting point is always understanding the client’s vision for the future and their criteria for return on investment (ROI).
“We start by asking what success looks like—what’s the future state, and how will ROI be measured?” Delorey said. “From there, we work backward, identifying key requirements and reviewing their existing systems to separate what’s platform functionality versus custom business logic that’s been layered over time.”
Miratech helps organizations assess the scope of transformation efforts, tailor migration plans based on organizational maturity, and educate clients on the differences between legacy and cloud-native operations—including implications for velocity, change management, and internal governance.
Projects related to cloud migrations, AI adoption, and digital transformation can vary widely in scale. In some cases, engagements begin with just two to five people conducting discovery. In others, more robust teams are deployed to support planning, implementation, and optimization across multiple departments and technologies.
Bridging the Gap Between Innovation and Risk Management
A major theme at Enterprise Connect this year was the growing presence of artificial intelligence (AI) in the contact center—an area generating both excitement and uncertainty among enterprises. Delorey noted that many companies are experimenting with generative AI tools on their own, often in disconnected “dark IT” environments with limited oversight or governance.
“The most common question we hear isn’t ‘Should we use AI?’ but rather, ‘How do we start responsibly?’” he said. “There’s a lot of pressure to adopt quickly, but very little guidance on how to implement AI in a secure, compliant, and scalable way.”
To address this, Miratech works with clients to develop AI governance models, define clear experimentation boundaries, and build frameworks for incorporating generative AI in ways that align with enterprise risk tolerance. The goal is to enable controlled experimentation, where failures—an inherent part of innovation—are isolated and managed in a sandboxed environment.
“You get this push-and-pull between the software mindset of ‘fail fast’ and leadership’s natural risk aversion,” Delorey explained. “Our role is to help clients embrace that experimentation in a structured, measurable, and ultimately safe way.”
Driving Real-World AI Outcomes in Complex Environments
Miratech’s approach to AI is not just theoretical. Delorey shared a compelling customer story involving a global biomedical device manufacturer that wanted to implement AI-powered capabilities across its customer service operations.
The company faced significant challenges: it had a complex product catalog, relied on highly technical scientific language, and needed support for five European languages. The manufacturer’s existing technology partner had no near-term roadmap for handling the required translations and pronunciation customizations.
Miratech’s speech science team analyzed the structure of the proprietary terminology and developed a tailored retrieval-augmented generation (RAG) solution that integrated with a large language model (LLM). The project was completed in just 30 days, delivering multilingual support, scientific term accuracy, and ongoing extensibility without retraining the entire model.
“The original vendor said it couldn’t be done,” Delorey said. “We delivered a working solution that passed user acceptance testing with zero defects—a rare but rewarding milestone.”
Building Adaptable, Platform-Agnostic Solutions
Miratech’s commitment to flexibility also extends to its technology integrations. The company has developed customized, CCaaS-agnostic connectors to simplify integration between enterprise platforms—such as Microsoft Dynamics or Salesforce—and a variety of contact center platforms, including Genesys and Five9.
This approach provides clients with a more modular architecture, reducing lock-in and improving the agility of their customer engagement infrastructure. It’s particularly valuable in a market where vendor roadmaps shift rapidly and customer expectations continue to rise.
“We’re not building to a specific platform,” Delorey emphasized. “We’re building for enterprise flexibility—so clients can adapt as technologies evolve.”
Our ANGLE
At a time when enterprises face mounting pressure to modernize their contact centers, Miratech is a strategic, technology-neutral partner to help navigate complex choices around cloud migration, AI adoption, and digital transformation. By balancing innovation with governance and enabling risk-managed experimentation, the company helps organizations accelerate transformation—without compromising stability or security.
As Enterprise Connect 2025 continues to highlight the promise of AI and the future of customer experience, partners like Miratech are playing a key role in helping enterprises rapidly turn possibilities into sustainable, real-world results.
For more information, please visit the Miratech website.
