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The existing telephony customer interface is based on the input of commands to the telephone system via the touch tone pad of a standard telephone set. The services activated by these commands are hard to learn, easy to forget and confusing because of this restrictive user interface. A solution to ease of use problems (and the 30 others associated with the existing touch-tone telephony interface) requires a new interface. The success of the graphical user interface in the PC industry suggests the following question for the telephone industry “1s it possible to achieve the same quantum increase in ease-of use with the customer interface in the telephony industry as was achieved in the PC industry?” This and four associated mini-papers explore both the problems that exist and solutions that can be considered.

Problems with the existing telephony customer interface