PDF of this tutorialMost service providers today aren't tapping the full potential of IM. An IM platform can be the basis for true integrated communications. By incorporating additional technology, IM can be extended into the wireless realm to mobile phones and personal digital assistants (PDAs). Or it can add new dimensions, such as voice chat or video chat. With the addition of IP telephony capability, the messaging service can even extend to telephony, making it possible to communicate with any person at any time, regardless of whether they have Internet access.
Because of this, an IM system can be used as a personal communications portal to create a single point of contact for all methods of communication. This allows a user to initiate any kind of communication from one place, using a single contact list. It also enables users to control how others communicate with them. If they prefer that calls go to their mobile phones when they are away from the office, they can set their profile so that the system directs calls that way. An integrated communications platform allows for one-click communication. Instead of having to run through a list of home, office, mobile, and pager numbers and e-mail addresses, someone trying to reach another person could simply click on that person's name. The system would route the communication according to that person's preferences. While this kind of platform enables a new degree of reachability, it also provides more control over who has that kind of access. For example, calls from the boss could be automatically routed to voice mail after business hours.
When additional features like integrated communications, reachability, and communications profiles are part of IM, the market for IM automatically widens beyond teenagers to include businesses and professionals. Reachability makes business communication more efficient and reduces the time wasted in trading voice mails with busy people who never seem to be at their desks. Control features help professionals manage their time better. Business markets for messaging services make these services more of a revenue-generating opportunity for service providers.
