PROTECT & OPTIMIZE THE VOICE CHANNEL
Omni-Channel Excellence is Highly Dependent on Voice
Yet, many organizations are struggling with call flows which are overwhelmed with unwanted traffic (robocalls, spoof calls, voice spam storms and more).
Protecting Voice in the Contact Center
Understanding the Types of Unwanted Traffic in your Call Flow
Top 3 Impacts of Unwanted Voice Traffic on the Contact Center
VTF, the most powerful, award-winning solution for Voice Threat Defense
Meet our Contact Center Ecosystem Partners (Rapid access via CCaaS)
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Your most important communication channel has become the favorite target of cybercriminals.
Unwanted Voice Traffic is diminishing the Customer Experience, Call Initiation, Agent Productivity and overall Contact Center Performance while putting the entire organization at increased risk. It is time to understand this hidden, yet escalating problem and protect our most important communication channel, Voice.

Understanding the Types of Unwanted Traffic in your Call Flow
ROBOCALLS
NUISANCE / NEFARIOUS

Appointment reminders, flight cancellations, and other informational calls are legitimate forms of robocalls. However, illegitimate players are leveraging Voice over Internet (VoIP) technology to generate thousands of robocalls to random numbers from an auto dialer.
SPOOF CALLS
NEFARIOUS

Spoof Calling is when you receive a call from a phone number that looks similar to your area code and exchange (the first six digits of your phone number) or a caller ID displaying the name of a nearby town or local business. However, the person on the other end is neither a neighbor nor legitimate business caller. The caller is typically a spammer trying to lure you into a scam.
VOICE SPAM
NUISANCE / NEFARIOUS

The term voice spam is the blanket term that refers to any sort of unsolicited/unwanted phone calls. Under the Voice Spam umbrella comes many forms of unwanted calls, ranging from computer generated robocalls to potentially dangerous scam calls or phishing schemes trying to ascertain your private information.
VISHING
NEFARIOUS

Vishing attacks are directed at specific individuals and employ social engineering techniques, often in combination with spoofed caller IDs and personal information gained through other hacking attacks. They manipulate the call recipient into a false sense of trust in order to extract from them sensitive or protected information.
VOICE SPAM STORMS
NEFARIOUS

A sudden influx of auto-generated scam robocalls targeting a specific population or, in the enterprise, a range of internal numbers (DIDs) with the intent to commit fraud, disrupt normal communications, or as part of a call center toll-fraud scheme.
SOCIAL ENGINEERING
NEFARIOUS

An attack on a targeted individual from a live caller impersonating a trusted source. The threat agent uses personal information about their victim to boost credibility, then applies psychological manipulation to trick them into divulging protected information.
We remove all of these at the network edge.
Why has the Contact Center become a key target?
- Your Telephone System is an open pathway into the organization, 24 x 7 x 365
- Your Agents must answer the phone, which is guarenteed Initial Access to a threat actor.
- Agents are service focused on being helpful to the caller, which create a ripe scenario for highly-trained threat actors.
- Most Contact Centers have no technical controls, or solutions, which protect the voice channel. Humans who answer the business telephone are focused on being helpful
Top 3 Impacts of Unwanted Voice Traffic on the Contact Center
Inaccurate KPIs & Metrics
Many of a Contact Centers most important KPIs and Metrics include phone call data as key components. When an organization’s call data includes significant unwanted calls, the resulting numbers are suspect and should not be relied upon for organizational oversight and decision-making.
Diminished Customer Experience (CX)
Unwanted and illegitimate calls pull your time and attention away from the customers who need your help the most. From clogging up your phone queues to frustrating your agents, the negative impact of nuisance and nefarious calls has both direct and indirect consequences which can tank customer satisfaction, agent empathy and service focus.
Agents as Protectors of the Enterprise
Through the phone, highly-trained cyber criminals and bad actors have direct access to your people, and no matter how much security awareness training your team has gone through, Agents are inherently customer service focused and empathetic. Should Agents be your key protector against those out to do your business harm?
Voice Threat Insights…
Monthly Robocalls USA
5.4B
(26.7% MoM Increase)
Voice Phishing Attacks
550%
(YoY Growth in Attacks)
Top Attack Type in 2022
Social Engineering
Avg Bad Voice Traffic
9.82%
(All Industries)
Mutare’s Voice Traffic Filter
Your most powerful, award winning solution for Voice Threat Defense
5 Layers of Protection

STIR/SHAKEN
Analyzes STIR/SHAKEN attestation scores in call data for evidence of suspected call spoofing.

Proprietary Dynamic DB
Integrates data from worldwide resources to identify known spam, scam, spoofing and robocalls.

Threat Radar
Applies a set of analytic processes to detect atypical call patterns consistent with nefarious activity.

Custom Rules
Creates organization-specific custom rules directing filtering actions for matching calls.

Voice CAPTCHA
Extra layer of vetting that challenges callers to enter random digits before call is complete.

Immediately Removes Voice Threats at the Network Edge
- Robocalls
- Spoof Calls
- Scam Calls
- Voice Spam Storms
- Vishing (Voice Phishing)
- Direct Nefarious Calls
- Social Engineering
5 Layers of Protection

Immediately Removes Voice Threats at the Network Edge
- Robocalls
- Spoof Calls
- Scam Calls
- Voice Spam Storms
- Vishing (Voice Phishing)
- Direct Nefarious Calls
- Social Engineering





