Tad Talk: How Intermax Hosted Voice Solves Real-World Business Challenges

We sat down with Tad Thompson, VP of Voice at Intermax Networks, to talk about the real-world problems their Hosted Voice system solves for businesses. From call routing to mobility, Tad shared how Intermax helps companies stay connected—no matter the location, setup, or challenge. Intermax Hosted Voice is built for how modern businesses work, with tools that support remote work, streamline communication, and eliminate outdated systems.

 

Q: What problems does your Hosted Voice/phone system solve for businesses?

One of the biggest problems we solve is call routing—getting calls where they need to go quickly and efficiently with auto attendants. These days, most businesses don’t have someone sitting at a desk to answer phones. We understand how auto attendants work and design them around how your business operates. We ask: What are you trying to accomplish? How many people are calling, and what are they calling for? Then we set up the right call flow, reporting, and analytics to support your business needs.

We also solve mobility challenges. Not long ago, I was talking with a customer whose new office wasn’t ready—no paint, no power, no place to plug in phones—but she needed to open for business. I told her, “You can use our mobile app.” She didn’t know we had one. We got her set up, and now all five of her employees are taking calls, intercomming each other, and running their business without a physical office. That’s the kind of flexibility we provide.

 

Power outages, internet issues, and construction delays happen. With our system, you can work remotely from anywhere. Pull up your desktop app at home, use your mobile app on the go, and stay connected. We solve real-world problems like that every day.

 

Q: Is there a client you’re particularly proud of working with?

Northwest Specialty Hospital is one that really stands out. I worked on that project for over a year, getting it sold, designed, and implemented. They had a lot of challenges: multiple clinics, different phone systems that couldn’t communicate with each other, and varying hours of operation across locations. We were able to solve all of that by automating their communications and bringing everything onto a single platform. It made a huge difference.

What I’m most proud of is how our CSRs handled it. Kristi spent nearly two months diving into every department across every clinic, documenting exactly how each one needed their phones to work. It was a massive undertaking, but once the system was implemented, the feedback was incredible. They were blown away by how much time and energy it saved and how easily they could communicate across all locations.

Heritage Health was another similar project. Same kind of complexity, and we were able to streamline their communications in a way that made a real impact.

Easy Loader is another great example. They had eight locations, each with its own phone system. If someone needed to transfer a call to a colleague in Spokane, they’d have to look up a separate number and make a long-distance call. Now, with our system, they just press a button. They can see if someone’s on the phone, transfer the call instantly, and the client never has to dial a separate number or get bounced around. Whether they’re in North Carolina, Florida, or Washington, it’s all seamless.

These are the kinds of transformations we’re proud of. Taking complex, disconnected systems and turning them into simple, unified, and powerful communication

 

Q: What are some of your favorite features that Intermax offers?

For me, it’s all about mobility. I’m constantly on the go, and our mobile app is a game-changer. I can check voicemail, see who’s on the phone, and even intercom someone—whether I’m in the office or on vacation. If my cell phone dies, no problem. I can log into my portal from anywhere, use the desktop app with a Bluetooth headset, and I’m back in business. That kind of flexibility is huge.

I also love that I can stay connected 24/7. I know people give me a hard time for never unplugging, but that’s just how I’m wired—always in that entrepreneur mindset, always wanting to know what’s going on. Ten years ago, this kind of access wasn’t reliable and not cost-effective. Now, I can run my business from anywhere with just my cell phone.

Call recording with redaction is another standout feature. It used to be something only big companies could afford—Northern Quest paid around $50,000 for a server to do it. Now, it’s available as a subscription, and we can offer it at a much better price.

SMS and MMS are also coming back. The rules around SMS changed recently, so we’ve had to make some adjustments, but soon you’ll be able to send texts and images directly from your mobile or desktop app through our portal. That’s going to be another great tool for staying connected.

 

Q: What else makes the platform powerful?

Even if you don’t have a desk phone, you can use the desktop version of the app. Just log in to your user portal, and you’ll find tools like the attendant console, which is a favorite among our customers, especially auto dealerships.

Back in the day, you had a physical console with buttons for every person. Now, it’s all virtual. You can sort by department or name, and drag-and-drop calls to the right person. For example, a receptionist at a dealership might say, “Thanks for calling Subaru. You want parts?”—then drag the call to the “Parts” button, and it’s instantly transferred.

You can even choose how to transfer the call: to someone’s desk phone, cell phone, or voicemail. And with presence settings, the receptionist can see if someone’s in a meeting or out of the office and route the call accordingly. It’s all built into the portal.

 

Q: How does this improve the customer and employee experience?

The days of handwritten extension lists and colored pins on a board are over. Now, everyone updates their status in the portal— “In a meeting,” “Traveling,” “Back at 10”—and calls are routed with clarity and purpose.

It eliminates frustration. No more, “I’m sending you to this person,” followed by, “They didn’t answer, I got voicemail, I don’t know where they are.” Now, there’s visual communication and clear expectations. Customers know they’re being sent to voicemail because someone’s in a meeting, not because they’re being ignored. That’s a better experience for everyone.

 

Built for Business. Ready for Anything.

As Tad Thompson shared, Intermax Hosted Voice solves everyday challenges like call routing, mobility, and remote access, while delivering powerful features like call recording, SMS/MMS, and virtual attendant consoles. From hospitals and health clinics to multi-location businesses, Intermax transforms disconnected systems into unified, efficient communication platforms. If your team needs flexibility, clarity, and control, Intermax Hosted Voice is ready to deliver.

 

Find Connection with Intermax  

Locally owned and operated since 2001, we’re proud to offer high-speed wireless internet, fiber, voice services, and more to thousands of residential and commercial customers.   

Headquartered in Coeur d’Alene with offices in Spokane, Seattle, Sandpoint, and St. Maries, Intermax is the local’s choice for reliable service in hard-to-reach places.   

Our friendly support team is here to answer any questions you may have. Visit Intermax, or call us at (208) 568-7979, today!