How would you describe the business IM market today?
The business instant message (IM) market is still in its infancy. However, I am seeing some large organizations that are utilizing IM as a productivity enhancement tool for employees. These early adopters are beginning to recognize the advantages of instantaneous response that teenagers and home PC users have realized for years and I believe that we'll begin to see corporate IM initiatives occurring with greater frequency in the coming years.
To date, most business IM use has been due to employee initiative – with employees even using their personal IM accounts - as opposed to business need. IM is not currently high on the priority list of infrastructure projects for IT departments and IM practices are not monitored and controlled by IT, a major issue in regulated industries like healthcare and financial services. IM and presence management, which usually go hand-in-hand, offer the most promise in enhancing communication among geographically distributed teams, but some headway has also been made using IM as a customer service advantage for online stores via live chat with service agents. Overall, I think you can expect to see more IM use in the business environment as IT departments begin to take advantage of this real-time communication tool.
Dig Deeper on Collaborative Applications
Is there a standard for encryption of traffic between IP phones? If no, then what options do enterprises have currently to protect the voice traffic ...
What protocols can be used to facilitate communication between a voice card and an IVR system?
Find out more about music on-hold (MoH) capabilities and SIP enabled audio streams in this expert answer.
Have a question for an expert?
Please add a title for your question
Get answers from a TechTarget expert on whatever's puzzling you.