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| HanPhone¡GCase Study ¢w Well-known
Financial Institute |
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HanPhone
IVR Enables Dynamic Warrant Hotline for
Financial Institute
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Background
With blazing demand of investment in Hong
Kong Stock Market, a leading financial institute
(FI) within the global marketplace for convertibles
and equity derivatives is facing mounting
pressure fielding customer enquiries for her
highly demanded warrant products. With only
a limited number of telephone agents, the
FI planned in 2006 for an Interactive Voice
Response (IVR) system that could increase
multifold her telephone based enquiry handling
capacity. Contrast to the traditional IVR
system, the new system needs to equip with
the latest database and text-to-speech technologies
that allow the up-to-the-minute warrant information
be read to the callers in real time without
resorting to actual voice recording. Moreover,
the IVR system is required to prompt the traders
in their PC screens for action for warrants
without quotation. In short, The FI is looking
for an advance IVR system tightly integrated
with a custom made agent program, a solution
not readily available from either an IT company
or an IVR supplier. |
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Solution
After due consideration of the available technologies
from major local IVR and IT vendors, HanPHONE
IVR was chosen in late 2006 to be the technology
platform for the dynamic hotline system because
of its open web-based technology, built-in
Cantonese text-to-speech support and KanHan's
technology development and support capability.
Just in a few weeks' time following the confirmed
order, a prototype was developed and installed
in KanHan's HanPHONE IVR hosting service to
facilitate the FI's testing and communication
with KanHan engineers. The conveniently available
testing service greatly shortened the development
cycle. The final system inclusive of hardware
and software was delivered in February 2007
for official launch.
The warrant hotline IVR system is powered
by two industrial grade PC servers each
equipped with a 4 channel telephony interface
allowing a total of 8 simultaneous callers.
A bridging database, of which all enquiries
are directed to, is maintained by the IVR
system hosting the latest warrant information
fed by FI's central database server whenever
changes happen. Should an enquired warrant
is missing in the database; the IVR system
will activate an agent program prompting
the traders in their PC screens to select
one of many options in response to the callers.
Callers can also select to leave a voice
mail that will be forwarded to a trader's
mail box. All enquired information such
as commentaries and quotation are converted
from text to voice using the embedded Cantonese
text-to-speech technology in real-time for
callers to listen over the phone.
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Benefits
The new warrant hotline system handles far
more prospective customer enquiries than before.
The anticipated growth in business brought
in by the increased enquires makes the investment
easily justifiable and saving is substantial
comparing to hiring additional agents in handling
same amount of enquiries. In addition, the
new system allows traders accessing to the
first-hand customer needs from call enquires
such that new warrant products can be designed
more responsively to market demand.
Technology wise, the open web-based HanPHONE
IVR technology platform allows the FI's
IT team to maintain and expand the system
using standard technologies by themselves,
an ability not available from proprietary
IVR systems. In this regard, it provides
the FI investment protection with no worry
on obsolesces in technology.
HanPhone IVR is an award winning, innovative
web-based voice application platform for
the design and creation of IVR system. Its
unique web-based development environment
makes creation and maintenance of IVR system
as easy as developing a website and allows
telephone users accessing real-time information
from the web. Furthermore, the web-based
management interface allows users to control
the IVR system easily anywhere from an Internet
connected PC. And best of all, common webpage
editing tools can be used to edit the procedure
and content of the IVR system so as to fit
the organization's specific purposes.
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