In today’s ever-evolving world, APIs provide the ability to add innovations to a solution beyond those brought in the initial offering delivered by the vendor. This enables third party application developers to add rich features, functionalities, and integrations to address new use cases beyond traditional voice and telephony, as well as support customers' digital transformation efforts.
In the past two months, Ericsson-LG Enterprise has enhanced its API proposition and support to enable their global partners with market-specific capabilities. In turn, Pragma, as their main partner in the UK, has been working extensively to leverage this recent focus, in partnership with Cosoft.
“One of the huge strengths of Ericsson-LG Enterprise is the fact that they’re a global organization, operating in dozens of markets,” notes Will Morey, CEO of Pragma.
“They get to see the full range of communications requirements, from more traditional markets using on-premises equipment to cutting-edge cloud markets.”
The way Morey sees it, Pragma and Cosoft are standing on the shoulders of giants in utilizing iPECS APIs to enrich the existing UCaaS solution.
“Ericsson-LG Enterprise have already built a platform with incredible capability and reach. Now, using their APIs and our partnership with Cosoft, we can take it a little bit further to address user requirements in different types of businesses,” he explains.
WebRTC, ChatGPT, and Google Integrations
Pragma is already putting recent iPECS API enhancements to use, leveraging them to cater to different use cases. One such use case leverages an API that enables embedding chat, voice, and video functionalities using WebRTC.
“Alongside our development partner, we built an application which can be embedded into a website in the form of a standard chat button, which can generate a voice call or a video call directly into an organization using the iPECS platform, taking place entirely over WebRTC,” Morey explains.
This effectively means that instead of generating a call from a desktop client out onto the PSTN and back into the platform via SIP trunk – the entire interaction is traversing through the web.
“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.”
But another no-less interesting innovation related to that same API involves the chat functionality and combines another trending innovation: ChatGPT.
Richard Knight, Director of Cosoft, explains:
“We’ve utilized ChatGPT’s open AI to manage the chat interaction. We actually just built out a simple scenario, embedded into an accountant’s website, to help users understand how it works.”
Well, here’s how it works:
