On Tuesday, November 25th, we hosted another iPECS Insights session. These monthly sessions bring together our global partner community to share success stories, strategies and the latest market developments.

This month’s edition was presented by Brian Shin, Account Manager at iPECS, and Liam Tracey, Managing Director of Goldstar Telecom, our long-standing partner in Ireland. Together, they shared valuable insights into Ireland’s evolving UCaaS landscape and highlighted two major customer success stories that show the power and versatility of iPECS solutions.

The Market and Goldstar Telcom

Brian opened the session with sharing an overview of Goldstar’s background and a summary of the global and regional UCaaS markets.

Goldstar has been one of iPECS’s most loyal and innovative partners for over 40 years, earning a reputation for delivering high-quality communication solutions as Ireland’s sole distributor of iPECS on-prem and cloud solutions. They are leaders in reliable, flexible IP and hybrid phone systems and have a reputation of deep expertise in creating powerful, cohesive communication platforms.

Globally, the UCaaS market continues to show strong momentum, with projections of 18% – 24.9% CAGR through 2030 and a long-term potential projection that exceeds 136 billion USD. We are seeing an acceleration in on-prem to cloud migration being driven by hybrid work and AI.

Looking at regional market dynamics, Asia-Pacific remains the fastest-growing area, while Europe continues to focus on sovereignty and regulatory compliance. 94% of large enterprises in North America have embraced cloud-first policies with aggressive migration to cloud-native environments – it is a mature market with over 65% cloud adoption rate.

Brian highlighted that Ireland’s ICT market is valued at around €21 billion, with UCaaS representing one of its fastest-growing sectors. The market is competitive and is dominated by global cloud powerhouses such as MS Azure, Google Cloud and AWS. The UCaaS specialists include MS Teams, Zoom, Cisco Webex and Ring Central. The market is set to accelerate even further as more organizations look to support modern work environments.

While around half of organizations still operate on-premise, cloud adoption is rising steadily, supported by national investment in digital infrastructure. Many businesses are now adopting hybrid models to balance flexibility, compliance and cost control.

Challenges do remain, including legacy infrastructure and financial or regulatory barriers to full migration, especially in the healthcare sector. However, this also represents a significant opportunity for iPECS partners, as iPECS solutions are uniquely positioned to support on-premise, cloud and hybrid environments.

Brian encouraged partners to continue expanding their portfolios with iPECS Cloud and vUCP, emphasizing that customers increasingly demand integrated tools that boost productivity and engagement.

Goldstar’s cloud journey and strategy

Next, Brian highlighted how Goldstar has evolved alongside the market dynamics. The company has achieved robust year-on-year growth in its cloud business, averaging 36% CAGR, supported by a clear focus on monthly recurring revenue and subscription-based services.

Aligned closely with iPECS strategy, Goldstar’s approach centers on:

• Driving the continued transition to cloud
• Growing recurring revenue
• Increasing user attachment rates and ARPU
• Preparing for new commercial models in partnership with iPECS

This focus has helped Goldstar strengthen its leadership position in the Irish market and maintain its reputation for reliability and innovation.

Case Study 1 – Qualvecom

The second half of today’s Insights session was led by Liam who began by introducing the first case study – Qualvecom.

Qualvecom is one of Ireland’s largest distributors of automotive components, headquartered in Dublin. With a team of 175 employees and a large mobile workforce operating over 40 delivery vans daily, seamless communication is critical to their operations.

Qualvecom’s legacy system struggled to keep pace with demand. They needed a modern, unified solution capable of handling high call volumes and connecting mobile workers efficiently. Goldstar deployed iPECS Cloud, integrating ACD, iPECS Analytics and iPECS ONE into a single, easy-to-manage environment.

Key benefits included:

• Maintained and enhanced the business’ single-call resolution promise through advanced call management tools.
• Improved visibility and accountability through analytics and call reporting.
• Enabled remote and mobile workers to stay connected and productive through iPECS ONE.
• Protected their existing investment by reusing current handsets.
• A smooth, low-disruption upgrade path from ISDN to VolP.
• Reliable local support gives peace of mind.

The impact on the business was significant. Remote workers now have the same access and functionality as office-based staff, customer calls are routed more effectively, ensuring faster resolution, managers can track performance and call data to optimise staffing and training and  the solutions offers simpler day-to-day use for employees, reducing time spent on technical issues.

Case Study 2 – Waterville Golf Club

The second case study showcased a very different environment: Waterville Golf Club in County Kerry, one of Ireland’s most prestigious golf destinations. Founded in 1889 and recently modernized, the club needed a communications upgrade to match its world-class reputation.

The site’s legacy ISDN-based infrastructure lacked reliability and offered no connectivity between the main club and its associated accommodation, Waterville House.

Goldstar implemented an iPECS UCP 100 system, supported by 19 IP handsets (1010i, 1020i, and 1030i with 1024idss), creating a fully IP-based environment with integrated desk-to-desk dialling across both premises.

The results were clear:

• The modern, future-proof IP system now matches the high standard of the venue.
• It offers greater reliability and resilience, which was demonstrated when the system was restored within 12 hours after a lightning strike.
• Cost savings by moving away from ISDN and reducing rental charges.
• The scalable solution now meets the needs of both the golf course and the accommodation site.
• Reputation is enhanced through reliable communications for guests, including international visitors.

The system has ensured that Waterville has seamless integration between the golf course operations and Waterville House accommodation. The reliable communication channels for staff and guests have improved customer experience and the flexible system can grow with the business and adapt to its future needs. Ultimately, Waterville have experienced reduced downtime and gained confidence from the rapid support and recovery provided by Goldstar if issues occur.

Closing remarks

Brian brought the session to a close by thanking Liam for sharing these outstanding examples of customer success. Together, the two case studies illustrated how iPECS empowers partners to deliver value in every type of environment – from large-scale distributors to luxury hospitality.

As Brian summarized, the Irish market is rapidly accelerating toward cloud-based communications, but hybrid flexibility remains vital. iPECS and its partners, such as Goldstar, are ideally placed to meet these needs through technology that combines innovation, reliability and local expertise.

Driving Partner Success with the Latest iPECS Updates

On Tuesday, October 28th, we hosted another iPECS Insights session. This is our monthly opportunity to connect with global partners, share updates, and explore how we can continue driving success together.

This month’s session was hosted by HS Cho, Solution Expert at iPECS, who provided an in-depth look at the latest updates across both the Unified platform (version 6.2.11) and iPECS Cloud. The session highlighted a series of innovations that further enhance usability, security, and collaboration for partners and end users alike.

New features in Unified 6.2.11

The latest version introduces two standout features that reflect our continued commitment to solving real-world customer challenges and expanding platform capability.

Automated Park and Page

“Park and Page” has long been a useful feature for managing incoming calls in busy environments, enabling users to park an active call and notify another user, giving them the ability to retrieve it. However, in locations without a dedicated receptionist, it can be difficult to manage manually.

The new automated Park and Page functionality addresses this by streamlining the process, allowing calls to be automatically parked and broadcast to the relevant team or extension. This enhancement makes it easier for organizations of all sizes to handle calls efficiently, even with limited administrative staff.

Silent Duress Alert – A True Game Changer

Another major feature in this release is the Silent Duress Alert, designed for emergency scenarios such as armed robberies or other security incidents when normal emergency calls are a risk. When triggered, the system can automatically place a call to emergency services and play a pre-recorded alert message.

This functionality is highly flexible. For example, in hotel environments, alerts can be configured per room or location. It can also send notifications by email and integrate with iPaaS (Integration Platform as a Service) solutions to trigger automated workflows through webhooks. This means partners can easily link Silent Duress to systems such as CCTV or other safety and monitoring tools.

The alert can be activated via a pre-configured button or access code, making it both discreet and fast to use. As HS noted, this feature is a true market disruptor, offering a powerful new capability for safety-critical sectors such as retail, hospitality, and education.

iPECS Cloud: Accelerating innovation

HS then introduced a range of exciting updates to iPECS Cloud, reflecting iPECS’s ongoing drive to enhance flexibility, performance, and collaboration.

Enhanced Yealink provisioning

Provisioning for Yealink devices has been streamlined, reducing setup time and improving the experience for partners deploying cloud-based systems.

Shared Lines for iPECS ONE

One of the most significant new features is Shared Line support for iPECS ONE. This enables multiple users to share a single phone line — a highly requested enhancement that is ideal for collaborative environments, service desks, and problem-solving teams.

Previously available only on physical devices, shared lines are now fully supported within iPECS ONE on any device. The feature supports up to five shared lines, each configurable with distinct user assignments and permission settings. Users can easily view and manage shared lines directly within the web client interface, promoting seamless collaboration without the need for complex call transfers.

Boosting contact center capabilities

The update also brings a series of improvements to iPECS’s built-in contact center (CC) tools, further strengthening its competitiveness.

The wallboard has received a major upgrade, offering a dramatically improved user experience and enhanced reporting capabilities, including call recording transcription for deeper insights.

Another highlight is the introduction of ACD Wrap-Up Codes, enabling agents to rapidly categorize calls using pre-defined options. This simplifies post-call processes while providing richer analytics on call types and customer interactions.

Together, these upgrades deliver a more powerful and data-driven contact center solution, giving partners and customers new ways to optimize performance and service quality.

Agile innovation for the future

HS concluded the session by emphasizing iPECS’s move toward an agile development workflow, enabling faster delivery of new features and updates. This approach ensures that innovation reaches partners sooner and continues to align closely with market needs.

We would like to thank our global partner family for attending this exciting session as we continue to innovate and drive the evolution of iPECS. As HS summarized in his conclusion: “Let’s build the future together.”

 

On September 23rd, 2025, we hosted another iPECS Insights session. These monthly webinars bring together our global partner community to share real-world success stories, insights, and inspiration from across the world.

This month’s session was presented by Adrian Chong, General Manager of Tele Dynamics Global Com, our long-standing partner in Malaysia. Adrian shared a fascinating and inspiring case study on how his team successfully deployed iPECS to transform communications for one of Malaysia’s most important public institutions.

Winning the Ministry of Education

The customer was the Ministry of Education of Malaysia, a prestigious and high-profile public sector client with a large user base. The project involved 8,000 extension users across five systems – a complex environment with significant demands for reliability, scalability, and ease of use.

The Ministry’s existing systems presented several challenges:

• They were still relying on PRI trunks, with limited flexibility.
• The directory was confusing and fragmented across five separate systems.
• Users had to remember and input a six-digit Node ID for logins, which was far from user-friendly.
• Redundancy was lacking, meaning outages posed a serious risk.

Why iPECS worked

The Ministry chose iPECS because it uniquely addressed their needs:

• Simplified management of extensions through a unified numbering plan (users only needed to remember each other’s extensions).
• High resilience with a second call server deployed across all sites, ensuring uninterrupted service in case of failure.
• Cost-effectiveness – the redundancy solution offered by iPECS was significantly more affordable than alternatives, with no compromise on quality.
• Modern infrastructure, with fibre cabling and improved system mounting, which delivered reliability and future scalability.

Building trust and proving value

One of the keys to success was the hands-on approach taken by Adrian and his team. Before the final decision was made, they conducted an in-person demonstration of the system, showing the call servers in action and proving how the extensions would work seamlessly in practice. This proof of concept won the trust of the Ministry and was pivotal in securing the project.

Adrian also emphasized the vital support provided by the iPECS team throughout the deployment. Ensuring configuration was fully optimized gave the Ministry confidence in both the technology and the partnership.

Partnership in action

The result is a prestigious win for iPECS and for our Malaysian partner. With 8,000 users in a critical public sector institution, this project demonstrates the power of iPECS technology and the value of strong partnerships.

As Adrian concluded, the Ministry of Education is not only impressed but delighted with their new solution. This project stands as proof of how iPECS, in partnership with our global network, continues to deliver reliability, scalability, and innovation to customers of every size and sector.

We would like to thank Adrian for a brilliant presentation, and to congratulate him and the Tele Dynamics Global Com team for delivering a great solution.

 

iPECS Product Roadmap 2025: updates & insights

On July 29^th, 2025, we hosted another iPECS Insights session. These web-based talks bring together our global partner family and are designed to be informative, inspirational, and interactive.

For this month’s session, members of the iPECS PLM team shared valuable insights into the iPECS product roadmap following our recent Product Managers’ meeting.

Innovation is at the heart of iPECS, and it was a pleasure to share plans with our valued partners, to demonstrate how they can keep winning with iPECS.

Market dynamics

The presentation began with an overview of global market dynamics. This revealed some key trends, which will inform the roadmap as we keep moving iPECS forward.

The market remains strong, but growth dynamics are changing. Traditional telephony growth is now slowing in matured markets, and new growth is increasing driven by AI, customer experience enhancements, and improvements to the entire communications ecosystem. Our presenters then detailed how the iPECS roadmap is shaped by these trends, empowering our partners to remain at the forefront of enterprise communications.

The rise of AI

Businesses of all sizes are increasingly leveraging the power of AI, and the market is responding with more and more solutions and features that use AI.

As our roadmap showed, iPECS is enabling many innovations in this area. We are continuing work on iPECS AI, which will operate natively in iPECS ONE and Analytics next year, with features including AI-powered call transcription. This is one of many ways in which iPECS is enabling our partners to innovate and act at the cutting edge of our industry.

CX and CCaaS

Another key trend is the growth of solutions centered on CX (customer experience), including contact center features such as omnichannel and automations.

iPECS is already enabling this through key integrations with CCaaS providers such as Daktela and Braxtel, enabling our partners to deliver omnichannel contact centers and CX improvements in many markets.

iPECS will also be introducing more contact center features natively on the cloud platform.

Integrations and the technology ecosystem   

Another key growth driver in the market is the trend towards tighter integration between key technologies, such as UC to CRM. As cloud services expand, there is a greater need to unify them.

We have already seen many successes that use the iPECS API to deliver bespoke integrations, and another major project is to continue to enhance the iPECS API. This will enable more partners to offer more unique and innovative integrations, to make iPECS a central part of the technology ecosystem. Our improvements will cover iPECS ONE, iPECS Analytics, Call Recording and more.

As more and more businesses look to bespoke integration (either to a niche CRM or to automate a unique process), it will be vital for our partners to be able to cater to that demand, for both new business and the retention of existing customers. Our improvements to the iPECS API will enhance their ability to do this.

Q&A and conclusion

We concluded the presentation with a Q&A answering during PM meeting, which were highly engaging and relevant, before concluding the presentation.

We would like to thank all our partners for their engagement and contributions, both to this session and on a year-round basis. Our partners and their requirements are central to the iPECS roadmap, and help us to ensure that our solutions remain relevant, innovative and tailored to the end user.

Winning Cases in North America

In our June 2025 edition of iPECS Insights, we focused on real-world success stories from North America. These sessions bring our global partner network together to explore how iPECS solutions are creating value across a range of industries.

Hosted by Chuck Ferber, Account Manager at iPECS based in the US, this month’s insights shared a selection of recent deployments across healthcare, education, manufacturing, and contractor environments, highlighting how iPECS platforms such as UCP, vUCP, and eMG100 are solving business challenges in both cloud and on-premise environments.

Introduction from Chuck Ferber

Chuck opened the session by welcoming attendees and introducing the focus of today’s presentation, where we will hear on deployments across various vertical markets.

Chuck highlighted that a key recurring trend is the continued strength and use of eMG100, particularly in education and daycare environments, as well as the increasing traction of vUCP and UCP in more complex environments.

iPECS in North America – Presence Management

Chuck then introduced Bob Rankin, President of Presence Management, a leading telephony and data distributor based in Ohio with over 30 years of expertise. Bob explained that the biggest challenges they encounter are sites and organizations with unique needs. In particular, he highlighted the case of the US Navy.

In the Navy, system demands go above and beyond typical unified communications setups. One limitation had been the loss of all physical UCP connections, which required a creative solution. As a result, Presence Management developed a software package through the iPECS API to deliver cloud features. Through this development, Presence Management can now deliver projects that a hosted system couldn’t solely do. This deployment underlines how iPECS’s open architecture and flexible APIs enable partners to meet even the most specialized customer requirements.

vUCP for a Multi-Site Contractor

Another project highlighted by Presence Management was for an Ohio-based contractor that delivers durable infrastructures tailored to the needs of commercial, institutional, and industrial clients. The contractor needed an exceptionally reliable system to support multiple high-demand locations. To achieve this, Presence Management provided:

• vUCP across 3 locations in 2 cities
• Supporting over 250 users including 200 UCS Power clients
• 65+ terminals (primarily 1020i)
• 48 SIP trunks with full-time AWS-based call recording via vIPCR

Presence Management has also been the voice contractor for most of the contractor’s school   building projects in Ohio, further validating the platform’s reliability for multi-site deployments with tight uptime requirements.

CTD – meeting evolving demands

Bob then handed over to Sean Robertson, CEO of CTD (Computer Telephony Distributing), a value-added distributor of iPECS solutions and other networking products. Sean went on to share successful cases that CTD had completed. Focused primarily on the on-premise market in the US, CTD have been working with UCP for quite some time and noted that it is often the main product they use for most sites and clients. Sean noted that there are many industries that are likely to stay with on-premise systems due to varying factors, including sectors such as medical, manufacturing, and government.

More recently, CTD have seen a shift in the market with key vendors like Mitel and NEC exiting the market. This has also opened more opportunities in education settings. Mitel’s declining presence has led many organizations to seek more cost-effective and deployable alternatives. This has tipped the scale for CTD, with a number of clients now turning to them for phone system support. One example Sean shared was for the Early Education Academy.

Early Education Academy – eMG100 deployment

Early education is a rapidly growing segment requiring affordable, reliable, and easy-to-deploy systems. The national childcare chain was using Mitel across their current sites, which was costly. One of the most important criteria for the Academy was ensuring security and simple access control. With over 300 existing locations and 200 new sites in planning this was a standout deployment for CTD. The project consisted of:

Deployment Strategy:

• Standard setup per site: eMG100 with KSU, COIU4, 13 x 1010i, and 2 x 1030i handsets
• Central programming and deployment model
• Emphasis on safety, access control, and cost-efficiency
• Cost-effective for the dealer to program 300+ locations
• Ease of deployment over multiple independent sites which followed this process:
  • Build the initial template
  • Load to a bench system
  • Create a ‘Master File’ backup
  • Load to each new system prior to deployment
  • Change the MAC addresses to reflect new site and go

 

This approach enabled rapid replication across locations and created a predictable revenue stream, while meeting the security needs of education clients.

Nutritional supplement manufacturer – vUCP hybrid deployment

Sean then discussed a manufacturing client case study. Manufacturing is CTD’s specialism, with many wins in the sector. The client was a manufacturer whose previous dealer was Cisco. Cisco had changed their model, which no longer aligned with the needs of the manufacturer. They wanted a new deal, so they came to CTD to review the suitability of iPECS.