Shai Berger's presentation at eComm 2008Presentation Transcript
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.
Linkable Bookmark it Email it
Searchable Index it Find it
Discoverable Alternate paths
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?
But what we really want is… Here’s one way to fix it:
A Map of “Phone Space”
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
Smart Dialing System Map of Phonespace + = “ Deep Dialing”
Browse the phone map
Deep Dial from any phone
Bookmark your favorites
Record and track call history
An eComm 2008 presentation – http://eCommMedia.com for more