Driving Innovation and Partnership for the Future
Our annual Product Manager (PM) Meeting for 2025 was held recently, bringing together key stakeholders and partners from around the globe both in-person and online. Participants from Gamma, New Zealand, Ireland, Greece, Israel, and the US joined dynamic sessions focused on advancing iPECS’s strategy and product roadmap.
Day 1: Setting the Stage for Growth and Innovation
The meeting kicked off with an energizing morning session led by KS Choi, Head of PLM Team, who welcomed all attendees and outlined the agenda. Yong Lee, Head of Operation Division, delivered the opening speech highlighting the evolving UCaaS market dynamics, emphasizing the vital role of our partners’ input in shaping future innovation and strategies.
KS presented insights into iPECS’s market positioning and shared our development direction, underscoring our commitment to the Cloud-First strategy. Key focus areas include:
- UCaaS: Expanding through targeted business use cases
- CCaaS: Deep native integration for seamless customer experiences
- Openness: Strengthening our ecosystem via powerful partnerships
- Embedded AI: Integrating AI capabilities across UCaaS and CCaaS
At the same time, we reaffirmed our dedication to maintaining on-premises solutions for standalone and hybrid cloud businesses.
Following a review of the 2024 PM meeting highlights by iPECS Product Managers, the afternoon featured new release plans: Sungbum (John) Park unveiled iPECS Cloud Phase 8, Mingon Kim presented iPECS ONE Phase 6, and Soyoung Lim outlined the roadmap for iPECS Analytics Phase 6.
An active, engaging discussion led by Sungbum wrapped up the day focusing on priority features for iPECS Cloud Phase 9, including international SIP trunking and enhanced FM/PM functionalities.
Day 2: Collaborating on Priorities and Market-Driven Innovation
Day two began with Mingon guiding the iPECS ONE Phase 7 feature prioritization session, with partners actively contributing to align on key functionalities. Soyoung then steered the conversation around iPECS Analytics with Contact Center capabilities, followed by Minsoo Park’s insights on Cloud APIs and potential enhancements.
Post-lunch discussions were dedicated to market updates and strategic approaches. Sungbum outlined plans to embed AI-powered essential services within iPECS, aiming for clear differentiation in the market.
HM Lee recapped progress since the 2024 PM meeting on Embedded Contact Center, focusing on AI chatbots and digital queueing solutions. The session fostered lively dialogue on chat flow design, user interface improvements, and licensing models.
Soyoung further presented on AI Voicebot technologies, sharing market trends, use cases, and proposing both short- and long-term development plans.
Closing the day, HM led a brainstorming session on the next-generation IP Phone, inviting creative ideas from participants.
A specialized session for EU countries, led by KS, focused on the latest EU cybersecurity regulations and their implications, ensuring our compliance and readiness for evolving security standards.
The 2025 PM Meeting once again demonstrated iPECS’s commitment to innovation, partner collaboration, and strategic growth. We look forward to advancing these initiatives and delivering cutting-edge unified communication solutions that meet diverse customer needs worldwide.
The 2024 Product Management Meeting brought together key iPECS Cloud partner stakeholders and product managers from around the world, with the goal to align iPECS Cloud solution strategies with recent global market requirements.
Ericsson-LG Enterprise’s Product Managers shared the latest advancements, including exciting new features set to enhance customers’ user experience across all markets and also new features idea and the priority of market requirements. Partners also gained valuable insights from discussions with Sales and R&D teams.
The meeting took place for two days at Ericsson-LG Enterprise’s HQ in Seoul, Korea, on 3rd and 4th June.
DAY 1
HM Lee, Head of PLM at Ericsson-LG Enterprise, kicked off the day by going through the overall agenda for the two-day event, then inviting Yong Lee, Head of Operations to the stage. Yong gave a warm welcome speech, going on to highlight the value of the meeting not just for partners, but also for Ericsson-LG Enterprise.
Next, HM started the first session by going through current market insights based on market research, continuing with a Product roadmap review.
Product Managers then reflected on the 2023 PM meeting, discussing the ways in which things have grown and evolved since last year, going through the list of follow-up items and reviewing these line by line with our partners.
After a short coffee break, each Ericsson-LG Enterprise’s Product Manager presented the new release plan for 2024.
Minsoo Park initiated the 2024 new release on iPECS Cloud P7, introducing the new updates and features on the base platform, supporting applications and ACD Enhancement. These updates will enhance applications, helping to increase revenue and protect customers with the introduction of security improvements. Also, addressing SMB customers with ACD needs and supporting various customer work environments for better customer experience.
After lunch, Mingon Kim led the session on iPECS ONE P5 updates and the new features around UC, telephony, integrations, collaboration, and UX/UI. Mingon also went through a demonstration of iPECS ONE P5 to highlight the new features and how they work.
KS Choi followed with an introduction to iPECS Analytics P5, which had undergone platform improvements and updates to the built-in call center features and Business Analytics. KS went through each item and explained how the features have been enhanced, alongside the improvements on the UX.
Minsoo came back to the stage to lead the last session of the day that discussed major areas of focus for next upgrade of iPECS Cloud (P8), including AI STT based features, various APIs, Security, and etc.
With valuable engagement, including comments and feedback, every session has been beneficial in developing our future strategies.
DAY 2
On the second day, discussions around the major focus projects for iPECS solution continued.
Mingon talked about another ONE integration with MS Teams that is Teams add in with some demo.
The next session was led by KS, who talked about iPECS Analytics P6. This involved an in-depth discussion on upcoming updates to iPECS Analytics, including the call center upgrades with digital queue and AI webchat.
Mingon came back to lead the session for development priorities for iPECS ONE P6. He went through the iPECS ONE development items list, separating these items into a high/medium/low priority list. There were active discussions around prioritizing the development items from each country.
Next, KS continued his session to lightly touch on the iPECS Unified updates.
The last session of the PM meeting was presented by Jinho Choi and Hansol Lee. They talked through the training roadmap for 2024 and the iPECS Academy website, which was paired with a useful demonstration.
We had a fantastic time with our partners at the Cloud PM Meeting 2024 and we hope everyone that attended took away some valuable insights. We have an exciting future ahead, and we’re looking forward to the Cloud PM Meeting 2025.
Over 40 people participated in the PM Meeting 2023 from June 14 – 16 in Seoul, to bring together key stakeholders and product managers from around the world with the goal of aligning product and solution strategies with recent global market requirements.
Ericsson-LG Enterprise CEO, Patrick Johansson, joined the event on-line to welcome the participants. Patrick emphasized the importance of this kind of gathering to share and prioritize our future strategy and goals to move forward in a fast-changing market. He also stressed how much Ericsson-LG Enterprise values joint discussion with our partners.
Ericsson-LG Enterprise Head of Operations, Jaeen Yoo, then echoed Patrick’s sentiments and thanked our partners for joining.
DAY 1
The first session was initiated by HM Lee, head of PLM at Ericsson-LG Enterprise. The theme was hybrid work, including how AI-embedded features can support it. Based on market reports, mobility, hybrid working, and collaboration will be the key priorities for investment in development, to support market requirements.
Ericsson-LG Enterprise global revenue has grown at a compound annual growth rate (CAGR) of 10% YoY since 2020. Software license revenue grew at a CAGR of 27%, increasing investment in Cloud development. Ericsson-LG Enterprise Sales & Marketing VP Ahed Alkhatib noted that this is out-performing trends both globally and in Korea.
HM continued, reviewing the release plan for Cloud and the on-premise product road map up to 2024.
Minsoo Park presented the final morning session, sharing information on iPECS Cloud P6 updates and new features in the base architecture, including the API and an increase of supporting site numbers. It is now possible to control iPECS ONE Client and/or iPECS IP terminals on 3rd party call center application.
After lunch, Mingon Kim started off the afternoon session on iPECS ONE P4 updates and new features around UC and telephony, integrations, collaboration, and user experience. Mingon also went through a demonstration of iPECS ONE P4’s new features to enhance understanding.
KS Choi followed with an introduction to iPECS Analytics P4, which has seen huge enhancements of its call center features and business analytics.
Minsoo Park came back to the stage to lead the last session of the day to discuss major areas of focus for iPECS Cloud P7, including built in contact center, UC upgrades, the API, and security.
Every session benefited from worthy comments and feedback, which will help us keep improving our strategy going forward.
DAY 2
On the second day, there were four sessions.
The first session by Symon Park discussed development priorities for iPECS ONE P5. He went through the strategy of iPECS ONE and then continued to lead the discussion for the key development candidates of iPECS ONE P5. There were active discussions around prioritizing the development items from each country.
The next session was led by KS Choi, who talked about iPECS Analytics P5. This involved an in-depth discussion on upcoming updates to iPECS Analytics, including the call center feature.
Symon Park came back to the stage with a subject on MS Teams integration with iPECS ONE.
Next, KS Choi continued his session to discuss the roadmap to adding omni-channel functionality into iPECS Cloud as part of our mid-to-long-term plan to introduce a CCaaS solution to the global market.
Finally, the iPECS family had a group dinner at a Korean barbecue restaurant after all these valuable sessions.
DAY3
On the final day, we gave an update on iPECS Unified. KS Choi introduced iPECS Unified SW v6.1 and Minsoo introduced iPECS IPCR v3.4.
Nick Milan, CyTrack CEO, joined the PM Meeting 2023 online and discussed the contact center market, before introducing the features of iPECS CCX Report Plus v1.2.
The last session of the PM meeting was held by Jinho Choi on the training roadmap. He discussed how Ericsson-LG Enterprise will open a new training website to improve accessibility.
Ahed made the closing comments, speaking of his pride in the work we do together and the success we share. He then offered his insights on how to build the best portfolio, and how as partners we can win together in the market.
We had a fantastic time with our partners during the PM meeting 2023 and we hope partners also found value in discussing our exciting future.
Ericsson-LG Enterprise’s Product Management Meeting 2022 was held virtually across 5 sessions on 5 – 7 April 2022. The meeting allowed Ericsson-LG Enterprise and our partners to share the latest market developments and discuss our strategies for business growth moving into the future.
2022’s event was the third PM Meeting to be hosted online since 2020 and we hope that next year’s event will be hosted in person.
The meeting began with an address from Jaeen Yoo, Head of Operations at Ericsson-LG Enterprise. Jaeen explained how some of the challenges that the industry is facing, from Covid-19 to the global part shortage, have led to new innovations and opportunities.
The first day of the PM Meeting began with an overview of the UCaaS market from HM Lee, Head of Strategic Portfolio Management.
HM provided an insight into where the UCaaS market has seen the most growth over the past year, and the new developments that will define the market moving forward. Hybrid working and collaboration are the two most important trends that need to be considered. HM outlined ways that we will address these needs with the iPECS UCaaS portfolio.
HM was followed by Minsoo Park, who detailed the latest features coming to the iPECS Cloud platform in its Ph5.0 update. These new features will be released throughout the year. New features arriving soon include ACD group multi-login and video call recording for the 1080i handset.
The features arriving to iPECS Cloud are designed to improve call quality, provide more options for calls, and enhance iPECS Cloud’s range of applications such as iPECS ONE and iPECS Analytics. A full feature list for iPECS Cloud Ph5.0 will be released later this year.
The final speaker from day one of the Partner Meeting was KS Choi, Product Manager of iPECS Analytics. KS introduced iPECS Analytics’ Ph3.0 update, including the new call center solution.
KS’s session was split into two parts. The first covered the strategic approach that Ericsson-LG is taking with iPECS Analytics. This included how iPECS Analytics is being updated to better support call centers as well as other business uses.
Call center features in Ph3.0 include ACD group multi log-in, integrated call recording, group KPIs and selective user monitoring. This will be combined with better UX and management features. KS provided an extensive overview of these features, followed by the licenses available in Ph3.0.
The second day of 2022’s PM Meeting began with an address from KS Choi, who provided an overview of updates coming to Unified Ph6.0 and the 1000i range of handsets. The first stage of Unified Ph6.0 launched in Q1 of 2022 and you can see an overview of its features in March’s edition of iPECS Insights.
KS highlighted some of the features coming throughout the year to the Unified platform. This includes Czech language support and adding more Web APIs. UCS will also see new features in its 6.2 update, such as compatibility with Windows 11 and language support for Greek and Hebrew.
New updates are also on their way to the 1000i range of handsets. This includes improved QoS with a reliable connection for handsets from the 1010i to 1050i, and compatibility with SIP for the 1080i handset.
Following KS, Jinho Choi provided an overview of new updates coming to the CCX application coming in its version 1.2 and version 1.3, launching in Q3 of 2022. Version 1.2 comes with a huge range of new features for enhanced reporting, AWS support, and a better user experience. Jinho also explained how the IPCR application will be updated in Q4 of 2022 to provide enhanced user experience and strengthened security.
Jinho and KS were followed by Symon Park, part of Ericsson-LG Enterprise’s PLM team. Symon’s presentation focused on the latest updates coming to the iPECS ONE application in its Ph3.0 update.
Symon first addressed the success of January’s iPECS ONE feature drop, which included contact enhancements and more user experience improvements, such as a personal contact directory, and the ability to import contacts in CSV format.
July’s update will follow on from this with more expansion to the contacts section and better integrations with mobile operating systems and accessories. Later in Ph3.0 we are planning to launch new features designed to make iPECS ONE into a fully functioning contact center solution, complete with a range of UI improvements and features for this purpose.
The next speaker was Yongmyoung Lee, from Ericsson-LG Enterprise’s PS Team. Yong’s presentation stepped away from technical developments. Instead, Yong took a closer look at how the iPECS Cloud technical support process could be improved. We believe that with the combined engineering resources of our global partners, we can co-operate on technical support in a much more efficient way.
Yong provided insight into where IR is most required, the key findings taken from support requests, and key actions Ericsson-LG will take to address user pain points. This will improve training, as well as providing troubleshooting maps for support teams and a help center for partners around the world to collaborate on support queries.
The final speaker on day two was Jinho Choi who gave an overview of how iPECS training will improve in 2022. Jinho explained that there still has to be a consistent support for the on-premise market, but following market changes, more focus needs to be placed on iPECS Cloud. New training will be more effective, efficient and will be able to provide a higher level of detail.
Future online training will be more customer-oriented and will focus on 3 key axes to lead to customer satisfaction. These are the online and offline training, certificates program and a new video library. Finally, Jinho provided a calendar of training plans for the rest of 2022.
The third and final day of the PM Meeting was designed as an open discussion among selected partners, who are actively selling iPECS Cloud in their market. Here partners shared their insights and priorities on how to improve the iPECS platform moving forward. The session was led by product experts from Ericsson-LG Enterprise in collaboration with global partners.
Attendees shared their feedback on where improvements could be made to key iPECS services. This included iPECS Analytics, iPECS ONE, Unified, and iPECS Cloud. This discussion will help us to prioritize new features to introduce to the platform and identify any existing pain points.
These meetings are an insightful way to see how the iPECS portfolio is used across the world. Especially considering the changing market we are all working within, it is very useful to receive feedback from partners on how the iPECS portfolio is serving their individual markets.
This discussion prompted some compelling and thought-provoking input, and we would like to say a very big thank you to our partners for attending and offering their contributions. Your continued support is fantastic to see, and we cannot wait to keep building together into the future.
If you have any questions, please contact us at ipecs.partner@ericsson.com.
