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IP Telephony Gamble Pays Off For Global Cash Access: Page 3 of 4

Currently, Brandes and a few other executives have IP phones at their desks, but full-scale implementation of handsets in the company is still at least a few months away. Eventually, IP phones will be added in casinos and other remote locations, according to Brandes.

As much as anything else, Global Cash Access officials like the flexibility that IP provides, Brandes says. "There's almost and endless list of potential benefits in cost savings and service."

The company is just beginning to look into establishing a presence in Europe. While any contact center there would be primarily to service clients on that side of the Atlantic, the European site could also sever as a backup site for the Las Vegas headquarters. This would be much less expensive using VoIP hardware and software than analogue equipment, Brandes says.

Another future benefit that Brandes foresees is allowing call center agents to work from home with the same capabilities as onsite agents.

According to Lawrence McNutt, director of special services for Special Order Systems, this type of virtual call center is growing in popularity as more companies take advantage of VoIP.