As we head into 2026, organizations around the globe continue to face an increasingly dynamic landscape, from the ongoing evolution of how teams collaborate, to the rapid advancement of intelligent network technologies, and ever increasing expectations for more connected experiences.
In this article, we share key trends that we believe will define 2026, and look at how iPECS solutions are helping businesses stay ahead around the globe, enhancing connection, communication, and allowing organizations to succeed.
AI and intelligent automation
Artificial intelligence is quickly becoming part of the foundation of modern communications and collaboration infrastructure. It is evolving beyond simple chatbots and virtual assistants into sophisticated, context-aware tools that deliver more personalized experiences and improve operational efficiency.
Intelligent systems can proactively identify issues, streamline workflows, and support more efficient day-to-day operations, helping businesses reduce complexity while maintaining high levels of performance and availability.
Within unified communications environments, AI-powered capabilities can assist with meeting scheduling, generate summaries and follow-up actions, and support smoother collaboration across voice, messaging, and video – removing friction and enabling teams to focus on higher-value work.
Through iPECS, AI integrations like ENGAGE for iPECS Cloud can help drive smarter, faster, and more meaningful business interactions by utilizing AI through webchat.
Unified Collaboration ecosystems – Beyond UCaaS
Unified Communications as a Service (UCaaS) will continue to evolve beyond standalone tools into fully integrated collaboration ecosystems. In 2026, businesses will increasingly look for platforms that bring voice, messaging, meetings, presence, and file sharing together within a single, seamless environment.
iPECS Cloud provides an integrated collaboration platform designed to simplify communication and support consistent experiences across all devices. By reducing reliance on fragmented application stacks, organizations can streamline workflows, improve adoption, and enable teams anywhere, whether remote, hybrid, or office-based to collaborate more intuitively and efficiently.
Enhancing customer experiences
Customer expectations continually rise and change, and communication platforms play a critical role in delivering responsive, personalized, and consistent experiences for customers. In 2026, organizations will increasingly rely on intelligent communications technologies to strengthen their customer engagement and build long-term loyalty.
At iPECS, we lead the way in delivering seamless customer experiences through solutions like iPECS Cloud that deliver intelligent call routing, omnichannel integration, and real-time analytics. By enabling consistent and informed interactions across every touchpoint, businesses can create more meaningful experiences that enhance satisfaction and trust.
Through the strength of our global iPECS community, organizations are supported to deliver exceptional customer experiences, helping build stronger relationships, improve service outcomes, and maintain a competitive edge.
Network expansion and integrated connectivity models
As communication environments grow more complex, flexibility and scalability are essential. As a result, we will continue to see a strong convergence between on-premise, cloud, and mobile connectivity models, allowing organizations to build communication infrastructures that adapt to changing business needs.
Through iPECS, our partners can support and deliver hybrid deployment solutions that extend reach, enhance resilience, and enable seamless collaboration across locations. Our flexible solutions empower businesses to maintain consistent communications even across geographically dispersed teams or remote sites.
Elevated security, trust and compliance
Communications are deeply embedded into daily business operations for organizations of all sizes which means security and data privacy will be and continue to be top priorities. As unified communications platforms support increasingly mission-critical interactions, organizations must ensure their communication systems are both secure and compliant.
iPECS solutions offer built-in encryption, secure cloud hosting, and robust access controls to help protect sensitive communications and support regulatory compliance. Proactive monitoring and security-focused design help businesses maintain continuity and trust in an increasingly complex digital environment.
Data‑driven intelligence and predictive insights
Unified communications platforms generate vast volumes of operational and behavioral data. As we head into 2026, we will see more and more businesses place greater emphasis on transforming this data into actionable insights that support smarter decision-making.
iPECS Analytics is a powerful tool for analyzing call data, enabling businesses to monitor communication patterns, track performance, and anticipate customer needs. By turning data into meaningful intelligence, organizations can optimize resources, improve service delivery, and respond more effectively to changing demands.
Looking ahead to 2026
These are just some of the key areas we expect to continue to be trends in 2026. At the heart of them is a simple message: innovation, connectivity and collaboration will fuel opportunity.
From AI-driven communications and unified collaboration ecosystems to enhanced security and data-led insights, our iPECS solutions empower organizations to work smarter, communicate more effectively, and grow with confidence.
Flexible, intelligent, and secure, iPECS will continue to help businesses build stronger connections, drive innovation, and shape success in 2026 and beyond.
If you’re looking to benefit for the advantage of iPECS solutions in 2026, contact your nearest global partner today.
We live in an age of rapid technological change. This is driven by both supply and demand. At the demand side, consumers and businesses always want improvements in speed, performance, and features. Meanwhile, developers, creators, and researchers are always pushing to make the next big thing.
As technology creators in the business communications space, we are always looking to innovate. Today, we are looking at two technology trends that are powering change in our sector: AI and the use of APIs.
Communication transformed: a brief history
Before we discuss the future, it is useful to reflect on how much has changed. Business communication technology has transformed in a generation. In the past few decades, the sector has transitioned from analog to digital to online. Voice-only phone systems have been supplanted by unified communications (UC), offering voice, video, and instant messaging on one platform.
Cloud communication has grown dramatically at the same time. This, with the rise of the smartphone, has added new levels of flexibility. Using a smartphone UC app like iPECS ONE, users can access their entire business communication platform from anywhere.
This also reflects broader changes like the rise of hybrid work, which is made possible by technology. IPECS has been at the forefront of this revolution. This is evident in iPECS Cloud, a globally recognized hosted UC solution. Now, AI and the API are powering new possibilities.
The rise of AI
With advances in chatbots like ChatGPT, artificial intelligence (AI) has become a prominent topic in public discourse. ChatGPT reached 100 million users in three months, indicating a widespread interest in the technology. This also reflects AI’s immense potential for business.
Through machine learning and deep learning, AI imitates human learning processes. The advantage is that AI can store and process significantly more information than any human, and at much faster speeds. This opens many possibilities, and more and more business applications of AI are being developed.
This brings us to the future of business communications. Our development partners in the UK, GetCrisp, are using AI to unleash the power of iPECS Cloud using the API. That is what we will focus on next.
What is an API?
API stands for application programming interface. In simple terms, it allows different applications to communicate with each other. This is we create how software integrations – in other words, tools that combine the functions of separate applications.
For example, iPECS Cloud can integrate with major CRMs. In practice, this means that when CRM contacts call you, the iPECS Cloud interface will display their details. It can do this thanks to an API that allows the CRM and iPECS Cloud to communicate.
This is one example, but the possibilities for customization are infinite. Our UK development partners, GetCrisp, are using AI and the API to deliver new functionality to businesses around the world.
Engage: a case study from the future
The GetCrisp development team has integrated iPECS Cloud with ChatGPT, with an application called Engage. This is a great example of the power of iPECS and potential of these new technology trends.
Engage functions as a chat widget on a business’s website. Users can type questions about the business. Engage will then analyze the content on the website, and use ChatGPT to give clearly written, accurate answers.
At any point, an agent from the business’s team can replace ChatGPT in the chat session. This may happen if the customer has a complaint, or wants information that ChatGPT cannot pull from the website. Similarly, the customer can escalate the chat to a voice or video call with a single click. This puts them straight into a call queue.
All this human interaction is powered by iPECS. Engage creates an anonymous iPECS Cloud user for the customer, which allows them to use the UC features of the iPECS Cloud platform. This allows them to use the instant messaging, voice call, and video call functions to communicate with the business on their terms.
This is an exciting development in the ever-changing world of business communication technology. Now, we will conclude with three quick points on what it means:
1. Enhanced CX
Customer experience (CX) is everything. This case study uses the latest technology trends to enhance it further. The AI function digests and presents any information that is already on the website. If a customer has a simple inquiry (for example, about opening hours), then this will be answered quickly with no need to call.
If the customer’s inquiry is more complex, a human agent can step in seamlessly. Similarly, if the customer decides to call, they can do so easily via voice or video. This gives the customer the ability to communicate with a business on their terms, which leads to greater CX.
2. More efficiency
As well as benefitting the customer, this also increases efficiency for the business. As long as the information is somewhere on the website, any query can be handled by AI. This has the potential to reduce call queues significantly, especially for simple queries.
3. The potential for customization is endless
This is just one example of a great use of the iPECS API. We expect to see many more in the years to come. As the demand for cloud services continues to grow, this trend towards customization is likely to grow with it. We are excited to see and participate in what comes next.
iPECS: your communication solution
We have seen a total transformation of our sector over the decades. Now, as AI develops, we may be at the dawn of a new era. A Whatever the future brings to business communication technology, iPECS will be at the front – as this latest example shows.
To find out more, speak to your nearest iPECS Global Partner.
Openness is one of key elements of modern communication platforms.
What do we mean when we talk about openness? At IPECS, it means making our iPECS Cloud APIs and SDKs available to developers. Openness encourages innovation and the development of new features and applications. Our open APIs enable third-party developers to build new tools and applications that enhance the user experience for more businesses around the world. Every business has different needs, and providing them with the tools to make their own success using our platform is important to us.
Thanks to Openness, our platform integrate with other business applications, such as CRM, ordering systems, vertical applications and social media platforms. This allows users to access all their communication channels in one place and enables seamless communication across different platforms.
Businesses are changing all the time. Openness enables integrations with a huge variety of other applications, allowing organizations to keep working with the best platform for them, while meeting changing requirements.
APIs are the center of the openness for communication platforms.
APIs (Application Programming Interfaces) are crucial for realizing the openness of unified communications platforms. APIs enable third-party developers to build applications that can interact with the UC platform and access its services. This allows developers to extend the capabilities of the UC platform, customize it to meet the specific needs of their organization, and integrate it with other applications and platforms. This benefits organizations by streamlining communication processes, reducing costs, and increasing productivity.
APIs are essential in UC because they allow different applications and services to share information and functionality. Customers’ needs vary widely: some customers may want more robust analytics, while others may want to integrate with their current management system. Since APIs enables third party developers to add functionalities and integrations on top of the existing UC service this allows customers to fill in exactly the gaps they felt were missing.
IPECS is building an eco-system for business communications.
All of iPECS platforms have been designed with open architecture. We have been providing APIs and SDKs to help our customers to get more value from integration. We support customers with essential systems such as communication clients, vertical applications, business information and provisioning, ordering and more.
For example, an API can be used to integrate a UC platform with a CRM system. This integration allows users to access customer information, call history, and communication logs from within the UC platform, making it easier to manage customer interactions.
In fact, one of our global partners leverage APIs of iPECS Cloud to provide services linked with ChatGPT and Google G-Suite. By doing this, the partner was able to enrich their existing UCaaS solution and deliver a range of new functionalities to customers.
iPECS partner Pragma in UK, supported by software developers Cosoft have already put open API to good use. Pragma and Cosoft leverage an API that enables embedding chat, voice, and video functionalities using WebRTC.
“Other than WebRTC enabling a smoother, simpler experience, adding that video capability is crucial in itself. Especially in use cases where organizations have close relationships or high-value purchases – seeing someone on video is becoming increasingly important.” – Will Morey, Pragma CEO.
These are just a few examples of how APIs can be used in iPECS Cloud. The possibilities for integrating different applications and services are endless, and APIs play a key role in making these integrations possible.
Join iPECS journey and unlock endless opportunities.
Cloud migration has been one of the biggest business trends of the last decade. As more and more essential business services are hosted on the cloud, the market has grown significantly in many diverse areas. File storage, project management, human resource management, and accounting are just some of the many common examples.
This is just as true in our industry of business communications. At IPECS, we are proud to have been one of the pioneers of cloud-hosted phone systems. In the last decade, we have seen their popularity increase. Still, the on-premises PBX has not been displaced.
Some businesses are still undecided about whether or when to migrate. Meanwhile, in some sectors and in some parts of the world, on-premise is actively preferred. This is why iPECS continues to produce outstanding examples of both. In this post, we will be exploring the benefits of each.
On-premise vs. cloud voice – how they work
An on-premises phone system, such as the iPECS Unified range, is physically hosted on the user’s site. Generally, they are paid for as CapEx – you purchase and own the asset. However, this means the user is responsible for maintenance.
Cloud is different. It is hosted in data centers away from your site. It is accessed online, which means you can use it on any device, anywhere with an internet connection. You pay a regular subscription for each unique user, and you are not responsible for maintenance. The cost is OpEx, rather than CapEx.
iPECS Cloud is the flagship hosted solution from Ericsson-LG Enterprise, along with the accompanying application, iPECS ONE. This offers multi-channel communication in a very flexible way, allowing users to work from anywhere.
Benefits of migrating communication to the cloud
On-premises solution still has many benefits, which we will discuss later. First off, we will explain some benefits of cloud, to show why so many organizations are migrating.
1. Scalability
One advantage with cloud is its scalability. On-premise solutions will have limits on user numbers. This creates the possibility that you may outgrow the system as your business grows. Equally, it is possible to overestimate the capacity you require.
Cloud eliminates this problem. Scaling up or down is both easy and very quick. You simply have to increase or decrease the registered number of users. For example, if you are growing a business by adding a new location, this is significantly faster on cloud. You simply add the required number of licenses to your existing platform.
2. Flexibility
Cloud also makes hybrid and flexible working easy. For example, iPECS ONE is a unified communications solution that can be accessed from any location, on any device. It is available as a mobile or desktop app. In addition, thanks to WebRTC technology, you can use it on a web browser with no downloads required.
This puts all office communication channels in your hands, wherever you work, including voice, video, instant messaging, and conferencing. This makes working from home just as productive as working in the office, as well as supporting remote collaboration. On-premise solutions can be configured to offer similar benefits, but it is more technical. Cloud provides this “out of the box.”
3. Futureproof
Cloud is also more futureproof. We have mentioned scalability already. This factor means that businesses are less likely to outgrow it. iPECS Cloud, for example, is suitable for organizations of any size. Because the cost is per user, it simply scales with the business, offering the same great user experience and benefits.
In addition, cloud systems route calls online using VoIP technology, instead of using ISDN or PSTN lines. IP voice is already the norm in many parts of the world, and this change is likely to become globalized. On-premise solutions can be configured to do this using SIP trunks, but cloud makes this act of futureproofing more straightforward.
Why some businesses still prefer on-premise systems
Cloud unquestionably offers many benefits, and it is likely to continue to grow in popularity. However, on-premise still offers many benefits of its own.
For a start, iPECS Unified still offer modern unified communications. This means multi-channel collaboration and customer contact are still possible. In fact, it is a common mistake to believe that cloud is more technically sophisticated.
The development of cloud technology is certainly significant, but on-premise solutions can still be highly technically advanced. We saw one example recently, with a complex deployment of iPECS on-premises solutions by our Israeli partner, Bezeq International.
On-premises: a case study
On-premises remains the preferred option in Israel for security reasons. This Bezeq deployment was for Isrotel, Israel’s leading luxury hotel chain. Isrotel has 24 hotels, which previously had completely separate PBXs. This meant they were unable to coordinate communication between sites, which slowed workflow.
Bezeq created a single service center serving all 24 hotels. The deployment used two iPECS UCM system, UC servers, and add-ons such as IPCR call recording. While it was a complex deployment, it enables advanced, productivity-boosting functionality.
Isrotel’s communications are now truly multi-channel. Guests can call reception, but can also make requests using popular chat apps like WhatsApp. This means that Isrotel enjoys the full benefit of a modern communication solution, without migrating to the cloud.
iPECS – your communication solution
On-premises and cloud solutions each have many benefits. Your business, location, and priorities are all factors in deciding which is more suitable. It is important to us to continue to provide systems of each type. This is why iPECS continues to provide solutions for businesses of all sizes.
The modern workplace is more reliant than ever on digital technology. This makes us stronger and more efficient, but it also creates a new potential for vulnerability.
If the technology we depend on fails, business is interrupted. This can happen for reasons beyond our control, from power cuts to extreme weather. The resulting downtime always costs time and money, but the consequences can be even worse. If your infrastructure is not secure, this could lead to data breaches, reputational damage, and even legal problems.
The goal is to harness the power of new technology, while creating contingencies in case of failure. This is why every organization must have a BCDR (business continuity and disaster recovery) plan.
The unstoppable rise of digital technology
In the age of the internet of things, interconnectivity, automation, and globalization make our economies more advanced and interdependent.
Increasingly complex networks connect people, devices, and offices across borders and continents. Even the smallest businesses depend on connectivity, for processes ranging from customer relations to administration and point-of-sale.
The need to be prepared
While we live in an age of digital transformation, we also live in an age of disruption. The COVID-19 pandemic interrupted economic life worldwide, while also showing us the possibility of remote work. Post-pandemic, supply shocks and inflation have brought new uncertainties.
Many businesses were unprepared for these shocks and had to improvise to adapt. Some did not survive. In the United States alone, COVID-19 caused an additional 200,000 business closures, according to research from the Federal Reserve.
In the coming months, energy shortages could bring power cuts and other problems. Businesses must be agile and prepared.
The need for robust technology
Business continuity is essential if we are to continue to deliver for customers. This is why resilience should always be a consideration when you are building your technological infrastructure.
Communication technology is a core part of this. If we cannot connect with customers, suppliers, or colleagues, we cannot do business at all. Cloud technology is bringing new levels of resilience to this vital part of business.
iPECS Cloud: bringing reliability to business communication
Our iPECS Cloud is a unified communications (UC) solution that is built with resilience at its heart.
Traditional on-premise business phone systems are vulnerable to any outages or other problems affecting your location. iPECS Cloud solves this with geographic redundancy.
The entire platform is hosted in secure data centers away from your site. If there is a problem at one data center, it automatically fails over to another. Geo-redundancy makes businesses significantly less likely to suffer downtime, so that you can continue to deliver for customers.
Business mobility is business continuity
If you do have problems affecting your site, it is essential that business continues. From power cuts to severe weather, there are all sorts of reasons why the office might have to close. Business mobility allows your team to carry on.
With the right technology, remote working has many benefits, which have become well-understood since the pandemic. These include improved team morale, wider recruitment pools, and improvements in productivity. But there is a less well-known benefit too. This is resilience.
If you can work from anywhere, this can form part of your broader BCDR strategy. Problems on your site do not have to prevent your team from working. But you will need technological solutions to support them.
Agile, flexible communications
iPECS ONE is a UC app supported by the iPECS Cloud platform. By putting all the power and features of a modern business phone system in an easy-to-use app, it brings business mobility to new levels.
It offers full UC features, with voice, video, and instant messaging in one place, along with options for CRM and email integration. This allows you to bring the office with you, wherever you need to be, with no loss in productivity or professionalism.
Better still, thanks to WebRTC technology, users can access iPECS ONE through a web browser, with no downloads at all. If you cannot work in the office, your team can still provide the highest standards of service from anywhere.
Everything is still possible, from collaboration and team meetings to administration and customer contact. With add-ons like call recording and iPECS Analytics, it is even possible to run an enterprise-level contact center remotely.
The cloud: working any time, anywhere
Cloud technology is one of the main engines behind the digital revolution. It enables us to work anywhere without compromise on quality, service, collaboration, or productivity.
The risk of disruption to business is significant, and is with us every day. Cloud technology offers resilience through geo-redundancy. It also helps to make businesses agile and prepared for trouble, whether in the form of local outages or larger macroeconomic shocks.
iPECS: your communication solution
At iPECS, we recognized the power and potential of the cloud early. This gives us experience and expertise in realizing its benefits, from productivity to resilience. Your communication solutions should form a core part of your business continuity plan.
iPECS Cloud and iPECS ONE are designed and built with this in mind – to give businesses worldwide the resilience, agility, and efficiency to face the challenges ahead and thrive. To find out more, speak to your nearest iPECS Global Partner.
