As contact centers consider migrating from traditional digital switching platforms to IP-based solutions, there’s an exciting development that is simplifying IP communications and extending the benefits beyond telephony network cost savings.

Watch Computing and delegates at the Cognos Performance 2008 roadshow discuss the challenges.

Instant messaging (IM) provides a number of important benefits, including the ability to communicate with others in real time, the ability to know someone’s presence status and the ability to improve organizational decision-making and information flow.

As the environment for collaboration is changing, IT is coming under increased pressure to view on-demand collaboration as part of the infrastructure of their organizations.

The use of Instant Messaging (IM) is growing in business as a preferred means of communications. Delivering the best of both worlds – email and phone-based communications - IM provides a cost effective means to electronically communicate both synchronously and instantaneously.

Implementing a unified communications solution can change all this and add great value to any organisation. Enterprises do have actionable steps available to greatly reduce the quantified pain, frustration and incremental expenses found in this research survey.