Informal survey as to the benefit of telephony integration with ERP/CRM

With all the hype around unified communications, real-time collaborative applications, and so on, I'm curious if anyone is using or contemplating integrating voice communications with NetSuite (either CRM or ERP) and how you use it (or would like to use it). Also interested if you are considering and for what applications.

I see a few areas that telephonyvoice integration can complement: outbound notification (both non-interactive and interactive); inbound notification (speech to text type applications to update records, etc); and call-center agent assistance (popup-screen of customer's record as they call into support).

Curious if anyone is using or contemplating any of these or others and how they are using them (what was your driving force behind it, home-grown or third party product, any cost-savings or productivity enhancements).