On Tuesday April 29th, we hosted the second iPECS Insights session of 2025. These sessions bring our global partner family together to share knowledge, innovation, and inspiration.
This month’s webinar was presented by Keunsup (KS) Choi, Head of PLM Team at iPECS, who gave partners a first look at the iPECS product innovation roadmap for the remainder of the year. His presentation highlighted the fast-changing dynamics of our industry, as well as the cutting-edge developments that will shape the future of iPECS solutions.
Market dynamics
KS opened the session by discussing trends in the global cloud communications market. He noted that this market continues to grow at pace, fuelled by rising demand for integrated solutions. The convergence of UCaaS and CCaaS is now a major driver of enterprise transformation, as businesses look to move away from siloed technologies.
The continued normalization of hybrid work is also a factor driving digital transformation, as organizations look to ensure seamless user experience for their teams regardless of location. This creates a need for us all to adapt to multiple use cases in UC and contact center environments.
This continued growth presents a clear opportunity for iPECS partners worldwide. Customers are actively seeking solutions that unify communications, collaboration, and customer service into one seamless experience. iPECS is well placed to deliver on all these trends and, as KS explained, the product roadmap will only enhance this ability.
Enhancing iPECS ONE
The beginning of the roadmap presentation focused on powerful new features for iPECS ONE, further strengthening its position as a unified communications solution of choice.
One of the most anticipated updates is the deeper integration of iPECS ONE into Microsoft Teams, which will bring native iPECS calling into the Teams environment. This supports hybrid and remote work by embedding telephony into a platform many customers already use daily.
Another exciting addition is safe driving mode for iPECS ONE calls, designed to help mobile users stay connected without distraction.
KS also shared the arrival of shared line functionality in iPECS ONE. This powerful feature allows a single phone number to be assigned to multiple accounts. Most competitors do not offer this functionality, making it a standout differentiator in the market.
Additional UC enhancements coming to iPECS ONE include the ability to click to dial telephone numbers on web pages and emails, as well as the ability to set iPECS ONE as the default dialer for outbound mobile calls. These upgrades show our continued commitment to enhancing iPECS as a UCaaS proposition.
Embedded CCaaS capabilities
The roadmap also includes a growing set of embedded contact center features. Among these is efficient call disposition, making it easier to track, tag, and manage interactions – a vital tool for both customer service and analytics.
To support better decision-making, we are also enhancing iPECS Analytics, including the ability to create and apply configuration templates across multiple customers. This will enable partners to deploy solutions more efficiently and with less room for error, benefiting our partners as well as end users.
These will further enhance iPECS as a CCaaS solution, giving partners a compelling proposition as UCaaS and CCaaS convergence continues to develop.
Integration and AI
Integrating cloud services is another key technical trend as businesses look to consolidate different services and create automations. Our global partners are already creating innovative solutions with existing APIs, and KS announced plans to release more APIs including for Analytics, ordering, and call recording. This will enable partners to unify and automate even more.
Finally, KS gave a preview of upcoming AI-powered services. AI is one of the most important and widely discussed areas of technology, and here, iPECS continues to offer partners a competitive advantage. Our partners have already had many successes integrating AI tools such as Open AI into iPECS. As KS observed, new API releases will enable further innovations.
In addition to this, KS announced the incorporation of AI natively into iPECS. This will begin with automated voicemail and call transcriptions. The possibilities for future innovations are endless.
While iPECS provides essential features, our partner vendors can quickly respond to local-specific requirements, allowing us to jointly address the diverse needs of the market.
Looking ahead
This month’s iPECS Insights was a valuable look into the product evolution that lies ahead. The roadmap clearly shows our commitment to helping partners thrive in a competitive landscape, with tools that support unified communications, smart analytics, and future-ready innovation.
We’d like to thank all partners for attending the presentation, and we look forward to seeing these exciting developments come to life in the months ahead.
“iPECS insights is a forum where we can collaborate, share ideas, and learn best practices to drive the success and growth of the iPECS brand and portfolio globally. We will invite subject matter experts to lead each of the iPECS insights sessions, which will last around 1 hour and cover a range of technical and marketing focus areas.”
