On Thursday April 27^th we hosted the first iPECS Insights forum of 2023. These monthly webinars help us share important information with our community of partners and are designed to be informative, interactive, and inspirational. 

April’s edition of iPECS Insights was hosted by Ericsson-LG Enterprise’s Hangsuk Cho, as well as Aria Technologies’ Marlon Samson, and CyTrack’s Nick Milan. April’s session provided partners with an introduction to integrating iPECS vUCP with Contact Center and Teams to improve productivity. This included an overview of the value proposition this integration provides, as well as an inspirational case study where it has worked effectively within the Australian market.

Hangsuk began provided a clear overview of the integration, explaining the fantastic 4 services that can provide flexibility, scalability, and more productivity.

Marlon from Ericsson-LG Enterprise partner, Aria Technologies, then explained the value proposition a standout contact center solution could bring to the market. The global contact center software Market size was $42.67 Billion in 2022 and is projected to grow $173.9 billion at a compound annual growth rate of 23.2% from 2023 to 2030. Marlon explained that despite new competitors on the market, the heritage and reliability of Ericsson-LG Enterprise, combined with our ability to integrate with a huge range of APIs and additional solutions, makes us the perfect fit for contact center partners.

Nick Milan from CyTrack next introduced their unique service, and how their relationship with Aria Technologies and Ericsson-LG Enterprise has led to some true success stories. CyTrack builds upon and extends world-leading cloud telephony platforms with software, APls and services for communication applications and contact center solutions.

CyTrack helps businesses transition to cloud, building upon the interfaces of services like Teams, and combining them with the power of cloud telephony to provide a complete solution. CyTrack’s powerful iPECS integration is now endorsed by Microsoft and available on their app store for more teams to make the most of.

Supporting NEOS

Marlon then introduced the case study with NEOS. NEOS aims to improve the way life insurance is delivered in Australia, providing value-for-money service through a financial advisor. Their customer service is so strong that their model has been embraced worldwide, and their customer communications area a large part of this.

When NEOS was looking for a new phone system, their team had some specific requirements. They needed to remain within their Teams ecosystem, but wanted a full range of contact center, recording and analytics services. Due to strict regulations in Australia, any platform they used would be under intense scrutiny, leading to a unique solution focused around transparency and flexibility, which can now be used as a use-case for similar businesses.

Aria Technologies’ solution came in the form of the Ericsson-LG Enterprise iPECS vUCP, hosted in MS Azure. This then integrated with MS Teams, including a Direct Routing service and geographic redundancy for failover.

The benefits of this solution were felt immediately. The completed solution offered full and seamless integration for the customer across iPECS vUCP, Teams and CyTrack’s contact center solution. NEOS’s staff could work from the office or home, or anywhere with an internet connection. The platform featured no single point of failure, and did not require any local IT servers or telephony on site. Finally, the solution met NEOS’s strict compliance requirements, and can support the business for years to come.

The NEOS team was thrilled with the solution. The business was recognized as Platinum Life Insurer of the Year in 2022, an achievement that they claim would not have been possible without the unwavering support of CyTrack.

Nick then went into detail on the technical aspects of the contact center solution, and provided a full demonstration.

We would like to thank Marlon and Nick for their informative presentation. We hope to welcome you on the next iPECS insights session in to share your thoughts and learn from our industry experts. 

iPECS insights is a forum where we can collaborate, share ideas and learn best practices to drive 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 for no more than 2 hours and cover a range of technical and marketing focus areas.