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network management
When they think of instant messaging, most people envision teenagers holding conversations with friends via the Internet. However, financial services firms, as well as other organizations, are beginning to view instant messaging as a serious business tool.
Some 29 percent of companies currently use instant messaging and another 42 percent say they expect to start using it in the future, according to a survey from Osterman Research. Survey participants cited improved communication, reduced telephone expenses and the ability to provide better customer support as the primary benefits to using IM software.
First Community Credit Union has been using e/pop instant messaging software from Wired Red, San Diego, for almost two years. Employees at the Houston-based credit union have come to rely on it for internal communications over its wide-area network.
"At first, I really didn't see the need for it because we were using [Microsoft] Outlook," said Rito Garza, director of network operations at $300 million FCCU."We look at it as a requirement now. It's something you almost have to have in this...