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

California-based debt management company specializing in debt resolution, debt settlement, and customer service provided through a 150-agent cloud contact center with an A+ rating from the Better Business Bureau.

Problem Definition

This organization, which maintains customer financial data as a central part of its business operations, was being targeted by vishing attacks from threat agents attempting to breach those customer accounts. While recognizing the critical need for increased security around incoming calls, they were concerned that heavy-handed caller screening could negatively impact customer experience. They were, additionally, wary of applications using reputation databases alone for call screening and the possibility that legitimate calls from their debt consolidation agency partners might be flagged, and blocked, as suspected spam.

The Story

Using untraceable VoIP calling software to spoof their numbers and hide their identities, cybercriminals were calling into this organization’s customer support lines, posing as real customers in need of assistance with their accounts, and then attempting to trick agents into betraying protected account information. When this scheme actually led to a successful account breach, the organization’s security team recognized the critical and immediate need to protect agents and the customers they serve against fraudulent callers. Their Five9 CCaaS provider introduced them to Mutare reps, who provided a demonstration of how the Mutare Voice Traffic Filter solution adds enterprise-grade voice call analytic and filtering capabilities to the Five9 platform. Taking advantage of Mutare’s rapid API integration, the organization agreed to a free 30-day Proof of Concept hands-on trial of the Mutare solution’s full five filtering layers within their cloud call center environment. The impact of reduced calls from spammers and scammers was immediate. What’s more, using the application’s flexible custom rules builder, admins were able to create allow lists for numbers associated with their known debt consolidation partners, assuring that those calls would always ring through. After three weeks of trial, they were so convinced that they had found their solution that they agreed to roll straight from POC into a full purchase – just three months from demo to sale.

# of Incoming Calls*

# of Unwanted Calls Uncovered*

Nefarious Calls Diverted*

* Annualized

Key Decision Points

  1. Multi-layered call screening that is indiscernible to the callers
  2. Simple integration with existing Five9 CCaaS platform
  3. Rapid implementation
  4. Heightened security without added friction for callers
  5. Simple custom rules allowlist creation
  6. Improved agent productivity

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.