Real-Life Use Case

Eliminate Unwanted Voice Traffic

Finance

This is a real-life Use Case of a Mutare Customer and provides a high-level summary of the scenario and business problems resolved with the Mutare Voice Traffic Filter solution.

Solution

Industry

Finance

The Client

Texas-based credit union with more than $10.5 billion in assets serving 800,000 members.

Problem Definition

Unwanted calls were severely impacting the organization’s operations. Spam, scam and “ghost calls” into the high-volume contact center were undermining the efficiency of customer service agents, straining IT engineering, and fueling an overload of helpdesk trouble-tickets requiring manual call blocking. More concerning, increasingly these calls were found to be nefarious in nature, posing a significant security risk for the organization’s internal data and member accounts.

The Story

This customer contacted Mutare with a high-priority need to stop spam and other unwanted calls from ringing through to their high-volume contact center. They expressed concern not only about the impact on workforce productivity and customer response, but also reported growing incidences of calls from “vishers” attempting to defraud agents in order to gain access to organizational data and customer accounts. Mutare conducted a Voice Traffic Analysis running the customer’s CDR data through the Voice Traffic Filter’s dynamic database. Seeing that 5% of their inbound traffic was clearly unwanted, the customer went forward with a Proof of Concept utilizing the full Five Layers of VTF. They were able to run the system in passive mode and check analytics in real time to see how VTF would act against calls deemed unwanted before active filtering was turned on. While the customer was originally concerned about the chance of blocking an actual wanted caller, their fears were alleviated when shown how the system could easily be configured to direct calls of ambiguous nature through the VTF Voice CAPTCHA to separate legitimate callers from spammers. Concerns that being sent to the CAPTCHA might negatively affect customer experience were also eased through a record of zero complaints since CAPTCHA was initiated. Today, VTF is blocking nearly 500 unwanted calls a day, including both nuisance and nefarious, that would otherwise be ringing through to this customer’s contact center agents.

Annual Productivity gain in $

# of Nefarious Calls Diverted Annually

%

Return on Investment

Key Decision Points

  1. Broad Unwanted Call Detection Capabilities
  2. Recaptured Productivity
  3. Reduced Exposure to Criminal (Nefarious) Intrusion
  4. CAPTCHA “Do no Harm” Protection
  5. Flexible Configurations

These considerations, combined with Mutare’s solution capabilities, uncomplicated implementation, and unrivaled customer support, made a clear case for the purchase of the Mutare Voice Traffic Filter.

About Mutare Voice Traffic Filter

The Mutare Voice Traffic Filter (VTF) is enterprise-class software built to provide multiple layers of protection against unwanted traffic. VTF creates a barrier at the network edge, ensuring that malicious and nefarious traffic does not gain access to your network. Our open architecture is designed to work seamlessly with just about every unified communications platform, including Cisco, Avaya, Mitel, Nortel and more.

Key Features

  • STIR / SHAKEN Filter
  • Proprietary Dynamic DB Filter
  • Spoof Radar Filter
  • Voice CAPTCHA Verification
  • Custom Rules Filter
  • Inbound/Outbound Traffic Manager
  • Personal Blocklist
  • Admin Dashboard
  • Admin Email Alerts
  • Embedded CDR Reporting (Call Detail Records)

Learn More about Mutare Voice Traffic Filter

Quick Links

Voice Security in Healthcare

In this 30-minute webinar, experts from Mutare will discuss the state of Voice Cybersecurity in the Healthcare.