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The Dangers of a CCaaS Monoculture – Interview with Paul Hughes of Mitel

In the latest Punk CX podcast, Paul Hughes of Mitel argues that hybrid CX solutions are now the enterprise default, especially for regulated firms that need both cloud and on‑premise capabilities. He warns that a CCaaS monoculture—relying on a single platform—creates AI sameness and high agent attrition due to the "toggle tax" of juggling multiple systems. Hughes stresses that AI should augment agents, not replace them, and that CX metrics must shift from cost‑centric KPIs like AHT to outcomes tied to revenue, retention, and compliance. Finally, he advises a disciplined, slow‑to‑go‑further strategy anchored by a clear North Star story.