In today’s fast-paced business landscape, digital transformation is a necessity. Companies worldwide are leveraging innovative technologies to streamline operations, enhance communication, and stay competitive.
At the heart of this transformation is the need for robust and flexible communication solutions. which is where the Ericsson-LG Enterprise community are leading the way.
The power of unified communications
Unified communications play a pivotal role in the digital transformation journey. Through the power of iPECS, we’ve brought business communication into the digital era.
Leveraging cloud solutions
Cloud solutions are at the forefront of digital transformation, offering businesses unparalleled agility and scalability compared to traditional systems. Traditional on-premise systems can be costly and inflexible, limiting the ability to adapt to changing needs and growing businesses. Cloud-based communication solutions provide the flexibility to scale resources up or down based on demand, ensuring optimal performance and cost-efficiency. Our cloud solutions are designed to support businesses in this dynamic environment.
iPECS Cloud
Through iPECS Cloud, we are allowing organizations to swiftly modernize their communication infrastructure without the need for extensive upfront investments in hardware or IT resources.
The cloud-based platform offers agility, allowing companies to scale their communication capabilities effortlessly as they grow and adapt to market demands. With built-in features like remote access, mobile integration, and automatic updates, iPECS Cloud enables seamless collaboration across hybrid teams and enhances operational flexibility.
The platform also improves security and reliability, ensuring that organizations can focus on other key areas of their business. By leveraging the power of iPECS Cloud, digital transformation for businesses is simple. iPECS Cloud provides teams of all sizes with robust communication tools that drive productivity, efficiency, and enhance collaboration.
Enhancing customer experience with advanced contact center solutions
In the age of digital transformation, customer experience is a key differentiator. Advanced contact center solutions are vital for managing customer interactions effectively and providing exceptional service. These solutions enable businesses to manage multiple communication channels—such as phone, email, chat, and social media—through a unified platform, ensuring a seamless customer experience.
Ericsson-LG Enterprise’s contact center solutions are designed to enhance customer experience by providing tools for effective, seamless call routing, real-time monitoring, and comprehensive reporting. Intelligent routing features can ensure that customers are directed to the right agent quickly, reducing wait times and improving overall satisfaction. In addition to this, real-time monitoring allows leaders to oversee interactions and provide immediate support, ensuring consistency and high-quality service.
From advanced analytics and reporting capabilities, businesses can gain valuable insights into customer behavior, preferences, and pain points, enabling them to make data-driven decisions and improve service delivery. Companies can continuously refine their approach to meet evolving customer needs.
The role of AI in digital transformation
Artificial Intelligence (AI) is revolutionizing communications and is a key player in accelerating digital transformation for businesses. AI-driven tools and technologies are reshaping how companies interact with customers, manage operations, and drive productivity. Areas where we are seeing AI make an impact include:
Enhanced customer interactions – increasingly, AI-powered chatbots and virtual assistants are being used to improve customer service. Providing instant responses and managing routine tasks efficiently, AI is a great tool to enhance customer satisfaction.
Predictive analytics – saving time and boosting efficiency, AI can analyze vast data sets to provide actionable insights, helping businesses anticipate customer needs, optimize operations, and forecast market trends.
Automation and optimization – AI is playing its part in streamlining operations through task automation like call routing in contact centers and network management, resulting in reduced costs and improved overall service quality.
Personalized experiences- AI can tailor communications based on customer behavior and preferences, enhancing engagement and loyalty through targeted messaging.
By transforming communications, AI is providing the ability to maintain competitive advantages in today’s digital landscape.
Conclusion
Digital transformation is a journey that requires the right tools, strategies and innovation. The Ericsson-LG Enterprise community are at the forefront of this and have been part of the digital transformation from the very beginning. Our comprehensive range of solutions harness the power of unified communications, leverage the power of cloud and offer unrivalled customer experiences.
We can thrive in the digital age by working together, and together we can continue to drive innovation and transform communications.
Unified communications as a service (UCaaS) has changed the way the world works.
By combining voice, video and chat in one interface, UCaaS makes communication more efficient. By delivering it over the cloud, it makes it more flexible and scalable.
However, technology does not stand still. Driven by innovation and market demands, technology will always evolve. UCaaS is no different. As the developers of iPECS Cloud and one of the leading UCaaS providers, we are at the forefront of that evolution. Today, we are considering the future of UCaaS technology, and the role played by us and our global partner community.
First, we will look at the development of UCaaS so far.
The evolution of UCaaS – the journey so far
The enterprise communications industry has undergone many changes. Technical innovation enabled the addition of video calls and chat to traditional voice call functionality, to create unified communications.
Improvements in internet connectivity and infrastructure powered the cloud revolution, and the spread of the as-a-service model. Combined, these developments give us UCaaS – multi-channel enterprise communication, hosted in the cloud to deliver more flexibility and enabling a work-from-anywhere culture.
At Ericsson-LG Enterprise, we have been at the forefront of these shifts, helping to enable the global move towards efficient hybrid work. iPECS ONE, our UCaaS solution for mobile and web browser, is a fantastic example. It offers full UC functionality and rich call-handling abilities on any device, anywhere.
iPECS ONE is a product of UCaaS innovation. As innovators, we understand that the evolution of UCaaS is an ongoing process. Now, we will look at the future of this technology and global marketplace.
Everything in one place: integrations and automations
UCaaS is one of many examples of the as-a-service revolution. With the growth of cloud services, more and more business functions are provided via the subscription model, from CRMs to HR and accounting software.
As these services are popularized, businesses are increasingly looking for ways to integrate their core business services. There are many existing examples of this, such as integration between phone systems and CRMs, or collaboration services like Microsoft Teams. iPECS solutions have been enabling these for many years.
While these integrations are not new, we expect to see increasingly bespoke requests from users as their awareness of the market grows. It is important to be able to meet these unique needs, which is why we are planning further API releases. These will enable partners to develop unique integrations and enhancements to meet and anticipate evolving demands.
The growth and growth of artificial intelligence
Artificial intelligence (AI) is already a growing part of the modern workplace. The most famous case, ChatGPT by OpenAI, is just one example, and we are seeing more and more software providers incorporate AI elements
At our recent Global Partner Conference in Phuket, Thailand, we heard a fascinating talk from Richard Knight and Lewis Early of Cosoft about their innovative work with our UK partner, Pragma.
Using the iPECS API, they have developed innovative applications that combine the power of UCaaS from iPECS with AI. These included Engage, a website chat widget that uses AI to automate answers to customers.
This was a great example of the use of iPECS showing the way to the future of enterprise communication, boosting productivity, and helping our partners win and retain more customers.
From change to continuity: the importance of partnership
So far, we have discussed only change – in technological capability, workplace culture, and infrastructure. While these have changed dramatically, some things remain the same. One is the need for partnership. In a globally competitive space, our partnerships give us the edge.
Our most recent Global Partner Conference highlighted this. With attendees from our partner family across the world, the Conference gave us a chance to connect and discuss our shared successes and strategy for the future.
This atmosphere of knowledge-sharing and mutual support was a reminder that partnership is at the heart of what we do. In collaboration with our inspirational partner family, we will continue to connect businesses worldwide.
The future of UCaaS promises innovation and intense competition. Through partnerships, we will continue to lead the way.
Communication is essential for business success. In order to connect with customers and collaborate with colleagues, you need reliable and effective communication technology. Otherwise, efficient workflow will never be possible.
Voice calls are a vital part of this, but video calls and instant messaging are just as important, especially for collaboration. Meanwhile, businesses need to consider how they access these vital tools. With more people working from home and the rise of hybrid work, you need a solution that makes this possible.
Choosing the right technology is essential. Today, we are considering how to make that choice – and explaining why iPECS Cloud could be the answer. We will start with a brief introduction to UCaaS.
What is UCaaS?
UCaaS stands for unified communications as-a-service. We can break the term into two parts. By “unified communications”, we mean the ability to use multiple channels of communication from one platform. Instead of having separate voice, video and instant messaging platforms, you access all of them in one place. This is much more efficient.
The “as a service” model simply means that the platform is a software product, delivered as a cloud service. It is a more modern and flexible alternative to on-premise systems. Before introducing iPECS Cloud, we will briefly explain what this model involves.
How do cloud communications work?
We can contrast cloud systems with on-premise. Traditional on-premise phone systems are hardware, located on your site. They will generally have a limit on the number of users, and in some cases may restrict you to working in the office. You purchase the system either up front or using finance, and are responsible for maintaining it.
A cloud communications system will offer more features, in a much more flexible way. First, like all cloud services it is hosted off your premises. You access it over the internet, which means you can use it from anywhere. Instead of paying a large sum up front, you pay a subscription, normally monthly, for each user. These costs will include maintenance and updates to the software. Cloud solutions are also more scalable, as you can simply add users as required.
This makes cloud more flexible, and so it is no surprise that so many businesses are turning to UCaaS for their communication. Now, we will explain the benefits of our own UCaaS solution: iPECS Cloud.
Introducing iPECS Cloud
iPECS Cloud, from Ericsson-LG Enterprise, is one of the leading UCaaS platforms. Trusted by thousands of businesses worldwide, it offers all the benefits we have discussed as well as many more. We will conclude by highlighting how it meets the most important needs for a UCaaS solution.
Boost productivity
As a UCaaS platform, iPECS Cloud provides voice, video and instant messaging in one place. This saves the time you would spend flicking between these services, and provides richer communication options. For connecting with customers, you will experience rich call management features, allowing you to set up and monitor efficient call queues with ease on one screen.
Video and instant messaging provide great collaboration options. You can create instant messaging groups for different projects and departments, so that all stakeholders can rapidly communicate and share files in one place. If you need to escalate to a video call, iPECS Cloud allows you to do this in a few clicks.
Work anywhere
With the rise of hybrid work, the ability to work from outside the office is increasingly important. iPECS Cloud makes this exceptionally easy. Users can log in from anywhere with an internet connection.
Flexible working is enhanced further by iPECS ONE, our mobile and WebRTC-powered browser app. This puts the full power of iPECS Cloud into any device, anywhere, so that you can be more flexible and more productive.
Additional features
UCaaS is a great option for almost any business, but many organizations have more specialized requirements. When approaching a new UCaaS platform, it is essential to ask whether it meets all your organizational needs. iPECS Cloud is an excellent example here, because it can be adapted to any business.
For example, it can be integrated with major CRMs. This will allow further productivity-boosting features, including the ability to click to dial contacts. Other optional extras include iPECS Analytics, which delivers real-time wallboards and regular, automated reports showing call-related performance and KPIs. These insights allow you to make smarter decisions
Resilience and business continuity
Another important consideration is the ongoing performance and security of your UCaaS solution. The features matter, but you need to be assured of security and business continuity. iPECS Cloud offers both in abundance.
For resilience, the platform is hosted in high-quality data centers away from your site. This offers geographical redundancy and significantly reduces the risks of outages. It is also possible to pair with an on-premise platform from iPECS for a failover option, and many of our global partners have delivered a hybrid solution like this for maximum resilience.
iPECS: your communication solution
UCaaS is an increasingly popular way to deliver enterprise communication technology. As hybrid work becomes the dominant model and more businesses place trust in cloud services, it is no wonder.
iPECS Cloud is the choice of businesses of all sizes across the world. To find out more about what iPECS Cloud can do for your business, contact your local Ericson-LG Enterprise global partner.
Today’s business culture no longer follows the traditional five days in the office that we were all accustomed to for a long time. The evolution of a hybrid working environment has altered how and where businesses of all sizes from all sectors work.
At Ericsson-LG Enterprise, we believe a connected world is a better world, which is why we create solutions to transform business communications and match the demand of businesses that want to create freedom, autonomy, and opportunity within their teams.
More now than ever, business communities work together from anywhere whilst still achieving outstanding productivity and communication.
Together with our global partner community we are helping organizations to achieve great things with hybrid working.
The rise of the hybrid work environment
Organizations around the globe are realizing the benefits that hybrid working offers. In this section, we will discuss the benefits, the challenges, and how iPECS solutions can create a successful hybrid environment.
The benefits of hybrid work
Hybrid work offers flexibility, both for your business and your team. Growing numbers of workers expect the option of hybrid work, because it offers greater work/life balance. This means that it improves team morale as well as expanding a business’s recruitment options.
Some employees will work better at home than in the office, at least for certain projects that require focus. With the right policies and technologies in place, hybrid working environments can be even more productive than strict, office-only workplaces.
The challenges of hybrid work
All businesses depend on good internal communication and workflow. Without careful planning, hybrid work can make this more difficult. For example, in some offices, important updates are shared informally and in person. If some people are working from home, they need to be included.
Deciding to follow a hybrid working model and implementing it successfully can be two very different things. To maximize the benefits of hybrid working it takes careful planning and execution. Businesses need to take deliberate and precise measures, investing in the right tools and support to achieve success.
Through our innovative iPECS solutions and knowledgeable community of partners, we are enabling businesses of all sizes to achieve successful hybrid working.
iPECS solutions
iPECS Cloud incorporates all the features users would expect from an on-premises phone system and delivers them through the cloud. With one-size-fits-all scalability, our cloud solution expands with any size of business and team, supporting hybrid working environments of all scales.
Our mobile app and WebRTC client, iPECS ONE, offers even more advanced tools to connect teams and enable effective collaboration.
iPECS ONE combines the essential communication tools required for teams to work from anywhere. Voice, video, instant messaging, and file sharing are seamless no matter the time or location. Ericsson-LG Enterprise and our partner community are empowering teams to collaborate and connect effortlessly and adopt a hybrid working environment whilst maintaining efficiency and productivity.
iPECS ONE for hybrid teams
iPECS ONE is the perfect solution for hybrid working because of the key features and benefits it provides for remote collaboration, providing unified communication from any location on a mobile or browser app.
More than ever, hybrid teams need innovative tools to meet their unique needs for communication and collaboration. iPECS ONE, supported by iPECS Cloud offers the mobility hybrid teams require. Teams are empowered to collaborate and connect quickly and efficiently from anywhere. The intuitive interface allows for seamless interaction across voice, video, and instant messaging, all achieved in one simple click.
In addition to the effortless communication tools, iPECS ONE integrates with well-known CRMs and synchronizes all communications across devices so teams can communicate with confidence in the office or remotely. Projects can be managed simply through tailored messaging groups, allowing teams to collaborate, share files and keep in touch at any time.
Maintaining high standards
At Ericsson-LG, we understand the challenges businesses might face through the evolution of remote and hybrid working environments. Maintaining productivity, efficiency, and staff engagement is a priority for any business. This may seem like a challenge for teams that work from different locations. However, our iPECS solutions provide features to monitor and analyse these key areas of any business.
Call recording and analytics provides organizations with clear visibility of their business, allowing them to monitor productivity and ensure their customer service experience remains positive. This essential insight gives business leaders the peace of mind and overview of their business no matter how their team works.
Conclusion
The way we communicate continually evolves, and changing work patterns drive the need for innovative technologies to address the communication needs of teams everywhere.
As a global unified communications and collaboration leader, through our iPECS solutions we seek to continually improve how people connect. Ericsson-LG are trusted across the world, and along with our global partner community we are supporting organizations to meet the changing communication needs of their teams.
To find out more about Ericsson-LG Enterprise and our world class communication tools, speak to your nearest Ericsson-LG Enterprise global partner.
Shifts in technology are rarely simple. New technologies tend to solve known problems, but they create dilemmas of their own.
The trend towards cloud services is no different. Many businesses are switching to the cloud for their communications, and for good reason. It offers significantly more flexibility and scalability than on-premises alternatives, with generally lower up-front costs. All organizations need to communicate. In the age of hybrid work, cloud is an appealing option to support remote collaboration.
When deploying cloud solutions, we must be conscious of their potential vulnerabilities. If enterprises centralize everything without backup, the consequences of any outage are severe. The need to avoid single points of failure will never change. In this post, we will consider some approaches to these dilemmas.
The growth of cloud
There is no doubt that cloud-hosted business technology is a growth market. Researchers at Gartner.
Much of this growth is driven by the trend towards hybrid and remote work, which was dramatically accelerated by the COVID-19 pandemic. As the question of where we work becomes more flexible, businesses want more flexible technology. This is what cloud provides, from storage and backup to virtualized desktops.
Our industry is no exception, as we see in the growing popularity of hosted phone systems and unified communications as a service (UCaaS). These are excellent solutions that are quick to deploy across multiple sites, and give remote workers the same great collaboration tools as those in the office.
Benefits of cloud communication
Cloud offers far more flexibility to admins and users. Ericsson-LG Enterprise’s iPECS Cloud platform is a great example. This offers cloud-hosted telephony, along with unified communications (UC) features like videoconferencing and instant messaging through iPECS ONE.
iPECS ONE, can be used on any device with an internet connection. Thanks to WebRTC technology, it can be accessed through a web browser, with no complex installations required.
With cloud hosting, users can access these tools from anywhere. This supports the hybrid workplace by giving remote workers the same tools as those in the office. This makes remote collaboration easy, and offers businesses true flexibility. Adding users and locations is also easier, since you simply need to add more user licenses. This makes it more easily scalable than on-premises solutions.
This scalability especially suits large and growing businesses, but there are also benefits for the SME market. Since cloud is paid for on a subscription model, there are few up-front costs. This is extremely helpful for SMEs and start-ups looking to promote a BYOD culture.
Cloud offers great resilience as well. iPECS Cloud is hosted in tier-one data centers, away from your business location, which gives it geographic redundancy. And if there is an outage in one data center, the service automatically fails over to another.
Potential vulnerabilities of cloud
As with pre-cloud technologies, problems can arise when deployments contain single points of failure. Although cloud is resilient in many ways, an all-cloud infrastructure carries this risk.
Cloud depends on internet connectivity. Businesses with many cloud applications and users require enterprise-grade bandwidth and speeds to support good performance. Any outages to connectivity can cause severe local disruption.
This is a location-specific question. In areas with well-developed internet infrastructure, outages and poor performance are less likely to be a problem. Nonetheless, the consequences of an outage are serious if there is no backup. The risks must be taken into an account.
Similarly, a single, central UCaaS solution may be easy to deploy in a multi-site organization. But if the UCaaS platform suffers an outage and there is no backup, all sites will be unable to communicate.
Hybrid technology for hybrid workplaces
To avoid these problems, many enterprises are combining cloud and on-premises solutions. This requires strategic thought on the part of CTOs but can harness the benefits of both approaches.
For example, a multi-site enterprise might run through a central UCaaS platform but locate PBXs on each site for failover. This makes the best of both options. The cloud platform supports all sites, but there is backup in case of UCaaS or internet outages.
Hybrid solutions like these significantly reduce the risk of downtime. Ericsson-LG’s globally respected iPECS technologies can easily be adapted in these ways. The trend towards hybrid is a positive one, we have seen it led to success for many of our global partners, and their customers.
iPECS: communication solutions for every business
Technology changes, but some things stay the same. Every technology carries some vulnerabilities along with many benefits. The goal should be to harness the benefits and minimize the risks.
A hybrid strategy is an excellent way of achieving this, and iPECS solutions can sit at the heart of this approach. Our cloud and on-premises communications platforms offer advanced features with high levels of resilience, along with a comprehensive range of optional add-ons from analytics to CRM integration.
iPECS solutions can provide what all businesses should aspire to: robust technology that increases efficiency and minimizes downtime.
