With this document you will learn about:

• Madrileña Red de Gas context, challenges and results when integrating within its systems area both the contact center part and the interactive voice response.
• How Linke, AWS Premier Partner with the SAP Competency, has helped Madrileña Red de Gas in this project.
• Benefits: how promote self-service and to have our customers better informed. 
• Future opportunities, how greater automation through the use of RPA and bots or the application of technologies such as machine learning, big data and analytics to the customer experience.