Eliminate Unwanted Voice Traffic

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

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.

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