Enhancing the flexibility and customisation of the iPECS system

In this off-the-stage session from Gammaverse 2024, Andy Herring from Pragma and Richard Knight from Cosoft discuss the innovative capabilities being developed around the iPECS platform. Richard explains Cosoft’s focus on building bespoke software solutions that integrate seamlessly with CRMs and ERPs, enhancing the flexibility and customisation of the iPECS system. With unique access to iPECS' API, Cosoft is able to offer tailored solutions that fit specific business needs, particularly for small and medium-sized enterprises.
The session highlights recent products like Sidekick, which uses AI-driven transcription and sentiment analysis to streamline customer interactions, and Connect, a softphone app with one-click CRM integration for improved efficiency. They also discuss Engage, a chat solution powered by AI that responds to website inquiries-perfect for small businesses needing customer service flexibility.
Andy and Richard emphasise that these tools are designed not just for large enterprises but are accessible and scalable for smaller companies looking to enhance customer interaction without excessive costs or complexity. Looking forward, they share a roadmap of further AI integrations, including automated transcription for voicemails and new use cases tailored for diverse industries.
This conversation underscores the commitment to making advanced technology accessible, empowering partners to offer flexible, powerful solutions. #unifiedcommunications
#SMB #AI #CustomerInteraction #CloudIntegration