We have developed an integrated softphone <a href="http://www.iscoord.com">is-phone</a> that is smoothly integrated into IBM Lotus Notes, IBM Lotus Sametime, IBM Lotus Symphony, Microsoft Outlook, Microsoft Office, Microsoft Live Messenger and web browsers (is-phone click2connect).
Besides the gain in efficiency due to flexibility (e.g. home office, traveling etc.) and cost reduction (is-phone connects to existing, SIP-based IP PBXs), the main topic today (besides financial aspects like low CAPEX/OPEX and fast ROI) is integration, conferencing and especially video conferencing. This feature has a high impact on employees and - especially in these "Green" times - also on the CO2 emission (less traveling).
I believe that - besides video - integration into existing applications, into business processes and into websites will increase, because it is really a benefit for customers and saves time if they can see if an employee is available e.g. by web chat or VoIP.
Looking forward to see other forum user's view on this topic.