The Internet: Business efficiencies of merged voice and data communications

Companies that have deployed Internet protocol (IP)-based applications in their core business processes have realised business efficiencies emanating from supply chain integration, just-in-time inventory management, real-time price and availability quotes for products, increased productivity and improved albeit less costly, customer support. Several of these applications, particularly web-based customer support, will be adopted by a majority of companies within the next 3-5 years. In leading-edge companies, however, the reengineering and integration of internal and external business processes was a prerequisite for the successful adoption of these applications. Although such reengineering and integration are fraught with technical and organisational complexities, it may well reflect how successful global corporations have responded to the challenges and pressures of the new networked, and competitive business environment.