Pragma Leverages iPECS APIs and ChatGPT to Create More Possibilities for Users

Recent API focus from Ericsson-LG Enterprise allows for useful developments and niche enhancements

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Pragma Leverages iPECS APIs and ChatGPT to Create More Possibilities for Users
Unified CommunicationsInsights

Published: March 27, 2023

Linoy Doron

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:

The chat begins with a user asking a question like ‘When do I need to submit my final tax return?’ To which ChatGPT answers very easily – “The level of richness and complexity that it’s able to provide is truly impressive,” Morey notes.

“Within ChatGPT, you can add parameters to make it focus its answers on a specific industry and base them on specific websites or content,” he explains. “And we’ve leveraged that capability to make sure the answers are relevant.”

While the chat is going on, a live agent can view it and step in at any point.

A second use case leverages the iPECS API to deliver a specific Google integration for a client who uses Google’s G-Suite products.

We use the Ericsson-LG Enterprise API to be able to integrate into that environment and make sure that our cloud platform is the voice element and is generated when the client uses any Google Collaboration tools,” Morey shares.

A third use case that is currently in the works is developing specific vertical market versions of iPECS voice, video, and collaboration tools.

“We’ve just created this kind of specific environment for a marketing agency, but this concept is applicable to any vertical or niche market,” Morey says.

“The API essentially allows us to deliver more niche solutions that take best-of-breed software for multiple aspects – interaction, client relationship, collaboration, etc. – and integrate them into a single tool for the client.”

The Importance of Synergy

So, how does Pragma identify the specific needs of existing and potential iPECS users to leverage the Ericsson-LG Enterprise APIs in the most relevant way?

According to Morey, the answer lies in effective collaboration.

“Many of the examples listed here are the result of our close collaboration with our reseller community, who all have vertical markets, specialisms, and focuses,” he says.

“Leaning on the strong R&D base provided to us by Ericsson-LG Enterprise, we’re able to utilize that to create accurate developments for users.”

“Our reseller community provides us with valuable end-user feedback, and at the end of the day, the closer you are to your end users – the stronger, more specific your offerings can be.”

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