Thinking Phones have announced what they claim to be the first integrated customer communications and customer relationship management platform.

Whilst this is currently limited to voice, email and IM (instant messages) based channels this announcement marks the onward progress in the convergence of CRM techniques and tools with customer communications management.

In their press release they underscore one of the key challenges that companies face in binding these two layers of systems together. Systems have been built silos which means that the ability to deliver integrated CRM  and customer communications activities has been restricted and complex to negotiate -both at human and systems integration levels.

For now, the system is limited to managing voice and email communication. But the important factor here is the drawing together of the data.

It can only be a matter of time before Thinking Phone Networks or a competitor realise the value in offering the same power across multiple channels.

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