Perfect Communication

Do you find that some technology developers lose track of the core reason why communication devices exist? Designers often build communications solutions that are cheaper and faster than ever before but where is the measurement of how well a solution meets our need to communicate?  It is all too easy to get lost in technology and gadgets and the race to build the next best device and forget the reason why the device was developed in the first place. To solve this issue we need to define what we are trying to achieve in “perfect communication”.

When I was 16 in the mid-eighties, I left school to start a 4 year apprenticeship with a company that was considered one of the greatest communications company in the world “Marconi” and I sat quite through several presentations on how Guglielmo Marconi developed the radio telegraph system which had such a fundamental impact on world communications. I stood in the very spot in England – Poldhu, Cornwall, where, in December 1901 Marconi made the first transatlantic wireless communication. 

President of the United States to the King of England. “In taking advantage of the wonderful triumph of scientific research and ingenuity which has been achieved in perfecting the system of wireless telegraphy, I extend on behalf of the American people my most cordial greetings and good wishes to you and the people of the British Empire:” – Theodore Roosevelt

As we have evolved, the human race has developed many methods to improve the way we communicate. We have developed many languages and improved both distance & speed of communication, but there is one thing that has remained the same – us!  We have two ears and one voice and two eyes and I can’t foresee that changing.  Perhaps a brain-computer interface  might be the next ground-breaking development in communication.

“I hate fighting with the devices and solutions I use.  They should just work with little effort from me”.

Communication devices & solutions have to meet our human needs efficiently.  When we ask for information we generally need it immediately, without having to wait and we need it in a suitable format.  It is no good sending me the latest company statistics in a text format such as an email to my PDA with a Word or Excel attachment if I am driving in my car and can’t read it, unless the technology I use can convert the text content of the emails & attachments to speech – Avaya One-X™ Speech.

If I am on a call to my most important client and I need to quickly engage another resource by voice, video or chat I need to be able to do it effortlessly – Avaya Flare® Experience

If a business need arises while I am in a meeting or on a flight, I expect my communication solution to be agile and integrated with my business processes so that action can be taken – without waiting for me. Avaya Agile Communication Environment

When a customer calls into my companies Contact Center asking a question, I need the agent to have at their fingertips all the specialists and technical answers they need to solve the customer’s request without having to put the customer on hold or transfer them to another agent. Avaya Experience Management

If someone tweets or blogs about my company I want to be able to react to that communication even if it is buried amongst millions of other messages.  Avaya Contact Centers Go Social

Information delivered WHEN you need it and HOW you need it with minimum EFFORT, is in my opinion “Perfect Communication.

Avatel Guest Blogger – Colin Jeffs, Avatel Enterprise Sales Director

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