How to Avoid a Digitally Transformed Disaster Deploying UCaaS

“Digital transformation is about secure, measurable and agile access to technology for businesses,” comments Peter “Willow“ Williamson, Director Sales & Marketing of Ericsson-LG Enterprise Distributor Aria Technologies.   

The velocity of this transformation has only been accelerated dramatically by the work from anywhere on any device demands of the global pandemic.    

Businesses have been forced to move to remote working virtually overnight. They needed to digitally transform fast.     

Similarly, the demand for UCaaS solutions and the functionality required also accelerated exponentially.      

The market has thus completely changed over the last few years.  Now almost 80 % of the buyer’s journey is on-line, with telephony as a required part of the UCaaS application stack.   

That’s because voice is still the killer application.     

Whilst UCaaS cloud software vendors were adapting their platforms to voice, traditional telephony vendors, scrambled to develop collaboration integration with strong functionality in their applications stack.    

But UC communications is not a one-size-fits-all business

iPECS Cloud leverages Ericsson-LG Enterprise’s long-established history in enterprise business communications.     

That helps give iPECS Cloud inherent security and an unrivalled gamut of telephony features. Not only are deployments more secure. They are also more measurable and flexible.   

Why is iPECS Cloud a good fit for most businesses?  

• Full PBX Features – user experience  
• All key Functionality in the basic pack  
• Strong integration suite including TEAMS and 120 plus CRM  
• Significant capabilities in remote working, remote collaboration and reporting  
• Existing Handsets backwardly compatible and mobility integration  
• Future VOLTE 5G developments  
• Seamless deployment  

Businesses concerned by a “born in the cloud” UCaaS approach, which neglects voice, might consider the more flexible iPECS Cloud.     

iPECS Cloud – a UCaaS Nirvana?

As Ahed Alkhatib, Vice President of Global Sales and Marketing at Ericsson-LG Enterprise explains:

“The iPECS platform has a much broader range of applications. Whether it’s a unified communication application, a contact centre application, or analytics or reporting application, we build on top of the foundational voice capability. We enable a plethora of services that add value to the business, customer service and customer engagement”   

So how do those UCaaS services make a business agile?

Williamson explains: “Businesses in today’s world are crying out for certainty and confidence. Put simply, the ability to keep the doors open is paramount. Whether virtual or physical doors, they need to be open for business. It’s all about business continuity.” 

“Agility is the ability to work from anywhere on any device over a secure, measurable and agile network. And to be able to do that in an instance,”   

IPECS Cloud delivers a fully flexible environment. This allows the end user to access, use and deploy any application, integration, or collaboration function. “Whether at home, in the office or at a customer’s hot desk, users can turn on a dime,” says Williamson.  

 An example is a call centre solution, such as Call Interrupt. The coach can interrupt or take up a call if a staff member is losing his way. 

“And with Call Whisper, the call centre manager can actually whisper and coach in an almost Cyrano de Bergerac kind of way”, says Williamson. “You have the same tools home or away – and you can still measure performance and output. That’s the agility iPECS technology offers.”  

Digitally transformative for the business. Career-transformative for the hybrid-working call centre agent.   

To learn more about iPECS Cloud, download our in-depth brochure that provides a full list of features and use cases, click here.