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French Credit Giant, Cofinoga, Relies on Avaya IP Communications toManage its Fast Growing Customer Inquiry Levels

11-22-2004

Avaya Inc. (NYSE:AV), a leading global provider of businesscommunications software, systems and services, has announced thatits long-term customer Cofinoga, a subsidiary of Galeries Lafayetteand the third largest consumer credit company in France, is usingAvaya IP solutions to migrate its network to a convergedcommunications environment. Cofinoga chose Avaya IP Telephony toconnect its thirty credit outlets based in agencies throughoutFrance to its main call centre in Mérignac near Bordeaux.This was installed in order to meet the demands of its ever-risingcustomer inquiry rate and to improve customer satisfaction.

Avaya Inc. (NYSE:AV), a leading global provider of business communications software, systems and services, has announced that its long-term customer Cofinoga, a subsidiary of Galeries Lafayette and the third largest consumer credit company in France, is using Avaya IP solutions to migrate its network to a converged communications environment. Cofinoga chose Avaya IP Telephony to connect its thirty credit outlets based in agencies throughout France to its main call centre in Mérignac near Bordeaux. This was installed in order to meet the demands of its ever-rising customer inquiry rate and to improve customer satisfaction.

Cofinoga has been using Avaya technology for over eight years. The first Avaya solutions, Automatic Call Distribution (ACD) and Computer Telephony Integration (CTI) systems, were implemented at its customer relations centre at Mérignac. With Avaya's management tools, Cofinoga has been able to use customer data and statistics to organise its teams, anticipate peaks and respond to the increase in the number of calls, which has grown from 35,000 per day in 1996 to some 50,000 today. Despite the fact that the previous Avaya network was still performing well, Cofinoga decided that a transition to an Avaya IP solution could help it further derive cost savings and ensure that it was ready to meet future communications challenges through flexible, scalable and secure applications/systems. According to Synergy Research Group, Avaya is the worldwide leader in IP telephony in terms of port shipments.

Within the framework of the deployment of the new IP system, Avaya upgraded Cofinoga's existing Avaya communications solution with elements of the Avaya MultiVantage Communications Applications IP portfolio, including 1,500 IP ports and an Avaya S8700 media server. Cofinoga's thirty agencies will be equipped with Avaya Communication Manager, IP Telephony software running on Avaya G700 gateways, in order to create a virtual contact centre with the central contact centre at Mérignac. For the first time, the regional teams will now be able to function seamlessly with Mérignac, providing valuable extra resources and expertise, especially during peak call times.

Patrick Chabrerie , Project Manager with Cofinoga comments: "Customer satisfaction is the key to everything we do. When we first started working with Avaya solutions in 1996, we wanted to be able to evolve our network, deal with peaks of traffic and keep our customers happy. Today, with Avaya solutions, we can now communicate with our customers in real-time via different media including phone, web and email as well as make our network easier and cheaper to manage."

Frédéric Delhon, Avaya project leader for the Cofinoga implementation commented: "Increasing customer satisfaction has always been the driving force behind our working relationship with Cofinoga. The additional benefits brought through the Avaya MultiVantage upgrade, such as communication cost savings, customer contact center virtualisation and centralised administration made their decision easy."

IP telephony is software-based technology that uses Voice over the Internet Protocol (VoIP) to transmit voice as data over a computer network. Businesses are adopting this rapidly emerging technology  which includes features such as call forwarding, conferencing, voice messaging and other applications  to enhance the capability of their communication network and reduce costs.

About Cofinoga
Within LASER, Cofinoga, the third largest consumer credit company in France, has been at the crossroads of retail, spending and financial services for thirty years. In France, Cofinoga manages a card business-private or network cards, classic bank cards, co-branded and co-marketed cards for large shops such as Galeries Lafayette, BHV, Monoprix, Groupe Casino, Jardiland, Go Sport. Cofinoga has developed expertise in loyalty and customer relations for both the consumer and the distributor. LASER (Galeries Lafayette Group) is a specialist services group, rooted in retail and services and organized around the customer-relations value chain. With outlets in over 8 countries in Europe (France, Spain, Belgium, Italy, UK, Holland, Poland, Portugal) LASER employs over 5,500 people and its 2003 pre-tax income came in at 1.125 million.

About Avaya Tenovis
Avaya Tenovis designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya Tenovis is a world leader in secure and reliable Internet Protocol telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications  and distinguished by comprehensive worldwide services  Avaya Tenovis helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Tenovis Web site: http://www.avaya.com

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