That would be great. At my company at least there's a lot of legacy infrastructure and complexity around phones and it's always seemed pointless to me, since obviously we already have a network. And like you, I don't even use the damn thing.

And on a related note, I much prefer interacting with customer service through a well designed website or app, rather than having to call, figure out the menu, sit on hold forever, and finally talk to someone who can't help me. It boggles my mind that a phone number is the main way to get service from so many companies.