Our ACT! Certified Consultants have suggested that integrating Instant Messaging to ACT! would be beneficial.
There's a couple of ways we could integrate Instant Messaging:
1) Internal - users of ACT can now communicate with each other real time inside of their database
2) External- Integrate with facebook, AIM, Yahoo, and other instant messaging services to communicate with customers real time who are using any IM program with results going to history of that contact.