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One of Spain's Leading Energy Companies - Gas Natural - Chooses IP Telephony For Improved Customer Service


Avaya 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.

Avaya Inc. (NYSE:AV), 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 €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.


About Avaya

Avaya Inc. 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 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 helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site:


About Gas Natural

The Gas Natural Group is an energy services multinational whose activities focus on the supply, distribution and commercialisation of natural gas in Spain, Latin America and Italy, where it has almost 10 million customers.


In the electricity generation business, the Group strategy focuses on having a balanced, competitive and environmentally-friendly generation mix, in accordance with the objectives contained in the Kyoto Protocol. 1,600 MW of rated output in combined cycles and 610 MW of wind power make up the current generation programme of the Group, which will be increased over the coming years by 3,200 MW and 1,228 MW respectively.

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