Enterprises are finding that more choices are available for internal IM/VoIP systems. Many network equipment vendors have expanded their unified communications systems, which typically integrate voice and data functions in applications like conferencing, so they include IM functionality.
This improves employee productivity by determining where an employee, supplier, or customer is at any time, and capabilities to communicate with them instantly. Nucleus Research found that only eighteen percent of companies actually use internal messaging. Enterprises and corporations can use IM that allows employees to rapidly build teams and identify experts and resources in order to keep better pace with competitors.
Once vendors couple their IM systems with VoIP capabilities, users have integrated communication exchanges. Vendors must address the following limitations before a successful implementation is possible: 1) companies have used IM for mostly internal communications and not for external communications, 2) For companies that enforce a 'no personal emails or phone calls' policy, IM may not be a good fit, and 3) depending on company hierarchy and whether email communication flows from bottom up and top down, IM may or may not be a good fit. From the perspective of the customer or client, it seems that if companies integrate their systems with IM/VoIP capabilities, customer service would improve customer loyalty, and we all benefit from the open communication system.
http://www.ecommercetimes.com/story/pq5OZ3dsJu8psM/Voice-Adds-to-IMs-Allure.xhtml
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