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
Large credit union with 39 locations throughout Texas. $4.7 billion in assets and more than 366,000 members
Problem Definition
With a planned migration to the Five9 CCaaS platform, this organization wanted to make sure voice security was included as they had experienced a number of vishing attempts from threat agents attempting to breach customer accounts while also expressing concern around costs associated with their planned caller identification solution.
The Story
This organization was on high alert for voice-based threats as they had experienced numerous incidences of scammers calling inbound contact centers attempting to socially engineer agents into betraying customer account information. They intended to include a proprietary biometric caller authentication tool with their planned migration to the Five9 cloud contact center platform but wanted to explore additional CCaaS-compatible call filtering options that could add an extra layer of protection against incoming spam and scam calls Before those calls enter the call flow or reach the agent desktop. As a premium partner on the Five9 Intelligent CX Cloud Contact Center platform, Mutare conducted a Voice Traffic Assessment (VTA) that identified at least 5.6% of the calls ringing through to agents as unwanted spam with nefarious activity embedded. These calls were not only introducing risk to the organization but also undermining contact center productivity. Recognizing the superior protection that Mutare’s Voice Traffic Filter combined with their caller authentication screening could provide, the organization agreed to make VTF part of their critical IT voice security infrastructure.
Total Incoming Call Volume*
# of Spam Calls Blocked Daily
Nefarious Calls Diverted*
* Annualized
Key Decision Points
- Seamless API integration with Five9 Cloud Contact Center platform
- Multi-layered call screening that is undiscernible to the callers
- Heightened security for voice
- Enhanced Agent productivity
- Optimization of caller authentication tool performance
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)
Quick Links
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