Provident Funding is the 2nd largest private mortgage company in the United States with a servicing portfolio of over $60 billion for 280,000 customers in 47 states. They are consistently judged to be one of the best managed mortgage firms in the US and have been designated a “Hall of Fame Servicer” by Freddie MAC.
Five years ago, Provident Funding had 2 call centers with approximately 100 agents, and they had acquired two call center phone systems directly from Zultys. Although the systems were working well, the company was poised for dramatic growth, and questioned whether their existing solution was up to the task. Enter Team One Solutions. After evaluating offshoring options, centralizing their call center operations, and considering other vendors, Provident determined that their Zultys system, designed, deployed, and supported by Team One Solutions, would support their rapid growth. Chief advantages of this multiple location solution include:
- IT department can handle day to day changes in their systems from a central location easily and quickly
- Customer-facing communications can be recorded and archived, per regulatory requirements
- Call flows and client services can be reconfigured on the fly
- Redundancy, resiliency, and disaster recovery are all enhanced with a distributed system
As a result of their partnership with Team One Solutions and Zultys, Provident has become the “go-to” mortgage loan servicing company not just for their own clients, but for many other mortgage companies as well. Their highly resilient network includes over 70 Zultys MX IPPBX system servers equipped with a full array of best-in-class CRM, UC, and voice applications. The network serves all of Provident’s 520 call center agents in 5 locations and their entire community of corporate, administrative and 65 branch offices totalling over 500 additional users. Carrier services are a critical component of this network design. Team One helped Provident to select top Tier1 providers including Century Link, Telepacific and Time Warner, all with proven, high-availablilty services to connect Provident’s employees to their 280,000 customers.