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| Gas Natural chooses IP telephony Avaya Inc., a global leader in business communications applications, systems and services, announced that Gas Natural, the leading distributor of natural gas in Spain, has installed an IP telephony system at its primary locations, including Barcelona and Madrid. The new IP contact centre system will help Gas Natural meet the demands of its growing 10 million-strong customer base. As part of its 2004-2008 euro 2, 500 million investment plan, Gas Natural has invested in IP converged communication technology to support sharp growth experienced over the last few years which has encompassed company acquisitions. As a result, the decision was made to consolidate Gas Natural's subsidiary offices to headquarters in Barcelona and Madrid, as well as to increase the efficiency and productivity of its 1, 000 distributed contact centre agents. Following a tender process between three vendors, Avaya was chosen for the installation because of its state of the art technology, reliability and security. The system includes Avaya Unified Messenger, IP softphone and wireless technology, allowing employees to gain access to the corporate network as well as central access to voicemail, email and fax. Also, the system allows easy and centralised network management. The IP telephony solution will contribute to a reduction in Gas Natural's communication costs by consolidating the voice and data infrastructure into a single, centralised network. Luis Miguel Sanchez Rodriguez, head of Communications, Department of Systems and Technologies for Gas Natural, said, "Avaya's IP contact centre installation is already delivering the business efficiencies we had hoped for. Our company has grown dramatically in the last few years with 7% annual growth forecast until 2008, so it was important for us to find a system that was flexible and scaleable to accommodate this increase and future expansion. Avaya's solution meets all these criteria." Jose Antonio Paz, director of Presales for Avaya, said "Gas Natural has taken a forward-looking approach in selecting this IP contact centre system. As the business expands, IP telephony will continue to provide cost savings as well as further functionality. Also, it will allow the company to drive efficiency and business growth whilst enhancing its reputation for good customer service." Gas Natural's new network spans five principal sites (three in Barcelona and two in Madrid). The network, comprises: business continuity with a double redundant cluster Media Server S8700; 1, 100 Avaya 4602, 4610, 4620 IP phones, G650 Media Gateways, voice recording; and EXPERTSystems from Avaya Global Services to remotely monitor the network. write your comments about the article :: © 2005 Networking News :: home page |