Edmond Israelski
Abbot Laboratories
Arnold M. Lund
Sapient
Introduction
Practicing HCI Within Telecommunications
A Brief History
Application Trends
Roles for HCI Professionals
Organizations and Labs
Issues by Application Area
Overview Model
Network Management
Fieldwork
Service Centers and Operators
Operator Services
Product Ideation and Development
Interactive Voice Response Systems
Automatic Speech Recognition Systems
Visual Interfaces
Business Applications
Group Communication Systems (Teleconferencing and Multimedia Collaboration)
New Product Ideation and Forward-Looking Work
Research Issues and the Future of HCI in Telecommunications
Technology Trends and Learnings
HCI Standards in Telecommunications
Regulations
Resources
Professional Organizations
Web Sites
Listservers
References
Figure 39.1: HCI interfaces in a prototypical network.
Figure 39.2: A typical lab in a telecommunications company (courtesy of AT&T Broadband Labs)