mapping phonespace: exposing the hidden structure of the pstn shai berger march 13, 2008 mountain...

Mapping Phonespace:Exposing the hidden structure of the PSTN

Shai Berger

March 13, 2008Mountain View, California

www.acme.com 1-800-555-ACMEvs.

www.acme.com

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1-800-555-ACME

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…

Can’t you remember this for me?

Marketing messages:stop wasting my time.

Have they really?

For service in English please press 1…

Please listen carefully to the following 8 options as our menus have recently changed….

But what we really want is…

Here’s one way to fix it:

A Map of “Phone Space”

A Smart DialingSystem

• How?

• Which numbers?

• Keeping it in sync?

A SpideringSystem for IVRs

• Follow paths fromthe map

• Know when the map is wrong

• Speed and accuracy

Map of Phonespace

Smart DialingSystem

Map of Phonespace

+ =

“Deep Dialing”

Introducing…

• 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