Instant messaging isn't dead yet

by Jeremy Vignaux, VP Technology

Anyone with a smart phone under the age of 25 probably spends more time on their phone sending and receiving text messages than they actually talk on the phone. Why is this? Some say that a text message is a more flexible communication form. Rather than calling the person to ask a quick question and interrupt both parties, you can simply send your question and expect an answer when they are ready.

Is your inbox full of one sentence emails to and from your colleagues at work. You know the ones I mean:

> You coming to the meeting?
> Not quite yet.
> When will you be here?
> On my way.
> Hurry Up!

D@mn, what a waste of time and email server space!

There really is a better way to have a conversation like this: Enterprise Instant Messaging. No, this isn't a pitch to make AOL relevant again. It's something that really can make you all work much better in the office (or remotely). Companies use Instant Messaging (IM) like this:

  • A sidebar conversation during one of those long boring conference calls "Boy this guy is full of great ideas!"
  • A quick question to a supervisor from a contact center agent "Help - this customer is driving me crazy!"
  • Let someone know about a second call coming in (Receptionists LOVE this!)
  • A question for someone who is on the phone "Got a sec?"

These kinds of exchanges are not meant to be saved - and who really checks their email inbox every second? That's what IM is for.

What makes IM really cool is when it is included in your telecommunications software. Imagine using a single interface on your PC to control whether to call, email, instant message or video call a person you want to communicate with? That is what Unified Communications really means. We use it every day in our office. Why don't you?