The convergence of voice and data

For example, a VoIP system running over an IP network is able to interact with a company's existing customer relationship management system. As soon as a known customer calls, his or her details can be pulled up on screen leading to improved efficiency, faster response times and better customer service.

"As voice becomes an application there's more you can do with it," said Richard Mahoney, senior analyst enterprise practice at Ovum.

"You can start offering messaging, presence information, voicemail all through one interface. The way we use email today, with unified communications it will also include video conferencing, collaboration tools and mobility. In a nutshell, IP networks will fundamentally change how we communicate with each other."

US-based consultancy group Sage Research carried out a project to investigate the benefits that IP convergence can have on small to medium sized businesses.

It outlined three key areas: organisational efficiency in terms of cost savings and revenue generation; end-user productivity driven by a more mobile workforce and enhanced communications literacy; and IT staff productivity where the simplified infrastructure has led to much quicker response times.

So, if ever there was a time to adopt an IP network or converged infrastructure, it's now. But, according to research carried out by internet telephony company Inclarity earlier this year, small businesses are not up to speed on the benefits the technology can offer.

Over three quarters of the 500 respondents to the survey said they had 'limited understanding' or 'no understanding' of VoIP. Of course this doesn't bode well, and not only for those trying to sell VoIP kit. Small businesses are failing to take advantage of the cost savings, efficiency improvements and better functionality.

Perhaps many still think that security, reliability and quality issues are still an issue. But, if the likes of FTSE-100 giants such as British Airways and LloydsTSB, both of which are implementing large-scale convergence programmes, see value in the technology, surely small businesses should as well.