Case Study: Prommis Solutions achieves real-time contact center visibility and enhanced voice availability with InterCall

Cloud–based application improves contact center performance

Prommis Solutions, an Atlanta-based IT provider serving the mortgage banking industry, saw rapid growth in transaction processing that drove higher contact center call volumes and exposed gaps in reporting and network availability. The company operated four different PBX systems across five offices, which limited visibility into call length, hold times, agent availability and overall performance, and raised concerns about reliable service delivery for its financial institution clients.

Prommis partnered with West IP Communications to move voice and data onto a managed Cisco MPLS network and migrate contact centers to West IP’s hosted ControlMaxx platform. The change enabled four‑digit dialing, redundant connections, and fast deployment of two major sites in under two weeks; most importantly, ControlMaxx delivered real‑time reporting that improved queue management, reduced hold times, and supported data‑driven staffing decisions, with plans to migrate the entire company.

Prommis Solutions

Shawn Daniel

Telecom and Project Manager