Energy supplier Total Gas & Power has implemented an IP telephony system and aims to cut its maintenance costs by up to 50 per cent as a result.

Supplier Avaya's communication software has been deployed in Total's offices in Redhill and Leeds, where it will act as a key element in the management of the company's customer services. The network will help Total handle a higher volume of incoming calls, allowing for the creation of a call centre capable of supporting 100 agents.

The new system also makes use of an automatic call distributor – a centralised management tool that improves the connection and monitoring of calls.

Mark Perry, infrastructure manager for Total Gas & Power, says the new technology has helped to improve customer relations.

‘The new voice recording features have really helped us enhance service levels as well as improve customer satisfaction,’ said Perry.

‘Energy contracts can now be recorded over the phone, speeding up processes, making the business more efficient and growing overall customer service.’

Total Gas & Power is one of the country's leading energy suppliers, providing natural gas to over 50,000 sites in the UK.