Mapping Phonespace: Exposing the hidden structure of the PSTN Shai Berger March 13, 2008 Mountain View, California

www.acme.com 1-800-555-ACME vs.

www.acme.com Linkable Bookmark it Email it Searchable Index it Find it Discoverable Alternate paths Taggable Metadata  1-800-555-ACME 

Linkable Bookmark it Email it

Searchable Index it Find it

Discoverable Alternate paths

Taggable Metadata

Why would you want to skip phone menus? Hmmm… Thank you for calling Acme, the world’s leading supplier of widgets, selected for the third year as the highest in customer satisfaction by… For service in English please press 1… Please listen carefully to the following 8 options as our menus have recently changed…. Can’t you remember this for me? Marketing messages: stop wasting my time. Have they really?

Why would you want to skip phone menus? Hmmm…

But what we really want is… Here’s one way to fix it:

A Map of “Phone Space”

How? Which numbers? Keeping it in sync? A Spidering System for IVRs Follow paths from the map Know when the map is wrong Speed and accuracy A Smart Dialing System Map of Phonespace

How?

Which numbers?

Keeping it in sync?

Follow paths from the map

Know when the map is wrong

Speed and accuracy

Smart Dialing System Map of Phonespace + = “ Deep Dialing”

Introducing… Browse the phone map Deep Dial from any phone Bookmark your favorites Record and track call history

Browse the phone map

Deep Dial from any phone

Bookmark your favorites

Record and track call history

Demo.

An eComm 2008 presentation – http://eCommMedia.com for more