The first launch of HanPHONE IVR for the Hong Kong logistic industry

(Hong Kong, 15 February 2010) KanHan Technologies Limited (KanHan) announced the first successful launch of telephone interactive response system (IVR) in the Hong Kong logistic Industry for OnePort Limited (OnePort). OnePort was co-founded in 2003 by Hongkong International Terminals Limited (HIT), Modern Terminals Limited (MTL) and COSCO-HIT Terminals (Hong Kong) Limited with the goal of improving efficiency of the local logistics industry. From inception, OnePort launched a VoiceXML based IVR system from a U.S. vendor with the telephone call-flows developed in-house using JAVA technologies to interface with three service applications:- Electronic Terminal Receipt (eTR), Empty Collection Appointment (ECA) and Port Security Charge (PSC),

The IVR system has in recent years become problematic in stability and expensive to maintain. Replacing the whole system is left with the only option. The primary criteria of the replacement are minimal disruption to the existing service and in the short possible timeframe. KanHan's HanPHONE IVR was chosen among a limited choice of IVR technology vendors including the existing one whom have local and strong technology presence. KanHan's proposed solution requires no change to their present JAVA based call flow program which exports VoiceXML call-flow instructions to HanPHONE IVR's execution. The strong local customer references and the very competitive pricing arising from the fact KanHan owing the technology further differentiates HanPHONE IVR solution from others. The contract was awarded in December 2009.

Illustration on HanPHONE IVR Voice XML Parser
*Illustration on HanPHONE IVR Voice XML Parser.

The replacement system provides 24 dedicated telephone lines from two sets of 4U industrial server. Via parser developed for the project, HanPHONE IVR converts OnePort's VoiceXML instructions output from the JAVA program into HanPHONE's native XML codes for control of telephone interaction with the three service applications. The whole project was completed in slightly over one month giving OnePort ample time testing the new system and phasing out the old system. The new system begins operation in end February.

The success of OnePort's migration project has proven once again the robustness and flexibility of HanPHONE IVR's XML based technology. The VoiceXML compatibility makes it the ideal replacement platform for other VoiceXML based IVR systems installed in the past decade which are invariably becoming more and more expensive to maintain in Hong Kong.