In the last decade, cellular telephone companies and content providers have added an enormous variety of features for cell phone users. There has, however, been very little improvement in the basic call methodology since the beginning of wireless telephone service. A caller still dials a destination and if he/she is successful in connecting with the destination they will have a dialogue and at the completion hang up. Thus, making and receiving calls is still the primary purpose of the cell phone.
Within this primary functionality, we identify three main sources of customer dissatisfaction:
Each one presents a challenge and an opportunity.