How to complain, 21st century-style
Don't worry if you have to repeat your complaint when you want to follow up a grievance over a product or service of a company by calling the company.
As soon as the company employee picks up your phone, he or she will immediately scold you (or worse): "You are really fussy. You have complained to us five times this month alone." To your surprise, the person on the phone will recite the litany of your protests. You may be surprised at such a recital, because in many cases, you will have been asked to repeat, over and over again the details of your complaint.
Don't worry if you receive such a harsh comment from the company. At least, as a matter of courtesy, the person you are talking to will say, "Thank you for continuing to tell us bad things about our company; this is very useful input for us to improve our performance."
Such a conversation, however, could only occur if the company was using Alcatel's latest technology, User-Centric IP (Internet Protocol) Communication Solutions. Alcatel's CEO Serge Tchuruk introduced the sophisticated system during the Alcatel Forum in Paris on Feb. 8.
Many companies still use a simple PABX communications system, in which an operator will play a central role in directing telecommunications traffic in the company.
According to a company survey, carried out early last year, most end-users complained that they received too many messages and used too many communications devices. Respondents also complained that conference calls were still too difficult to schedule. Most did not have contact details to hand when trying to reach someone urgently.
What is Alcatel offering to companies now? The IP Communications solution, which includes OmniPCX Enterprise, which provides telephony and mobility services, and the Cellular Extension application. It is embedded in the communication server, providing corporate telephony services on any mobile phone.
Other things on offer are the Alcatel OmniTouch Unified Communications application. It comprises four mutually interacting applications groups, My Messaging, My Phone, My Assistant and My Teamwork.
The application enables a single, multimedia in-box for voice, mail and fax, full phone services on PC and PDA, a vital One- Number facility to help people find you anytime, anywhere. It also enables you to have a meeting via audio, data and video.
By buying or leasing the product, each employ now needs only one telecommunications device. If you are the boss, you can easily check the whereabouts of your employees.
It is hard for them to hide.
Of course this comes with a price tag. You will need to pay up to US$400 for each device that uses the technology. Alcatel claims the technology will be the best choice for small and medium enterprises that have up to 100 employees, to boost the company's performance.
Fine, if you have the money!