Instant messaging gives your team the ability to quickly and easily communicate via text whether they are on their PC, laptop, tablet, or on the road with their cell. This can be a substantial productivity booster when brief communication is all that's required. It also provides a corporate level of control over access and archiving. Presence refers to an awareness of the current state of your co-workers availability based on their activity and calendar.
Need to transfer a call to resource in another department and want to be sure your customer doesn't end up in voicemail? Check the status of the individuals in the group and pass the call along to someone who you know is not on the phone or in a meeting. Give your operators the ability to immediately set expectations with a customer as to the availability of the person they're trying to reach.
Being able to see availability at a glance, and then to quickly communicate can be a productivity game changer for your organization.