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
Among the top ten largest brokerage and investment banking firms in the country, with nearly 9,000 employees and $5.16 billion in revenue.
Problem Definition
This organization places a high priority on customer support accessibility through voice calls but was concerned about the increasing impact unwanted nuisance and nefarious callers were having on its contact center cost of operations and organizational security.
The Story
This organization reached out to Mutare in 2021 requesting a Voice Traffic Analysis to gain better insight into the types of calls entering their Five9 cloud contact center operations. The assessment revealed that, at the time, roughly 1,000 calls per day were deemed spam. What’s more, according to Mutare studies, nearly 45% of all unwanted calls are nefarious in nature and likely include those from cybercriminal vishers attempting to socially engineer agents and breach customer accounts. In the spring of 2023, Mutare became a Five9 developer partner, extending its enterprise Voice Traffic Filter solution to the Five9 cloud contact center community. Having reengaged with this organization, Mutare was able to demonstrate the ease of implementation and full capabilities of its Voice Traffic Filter with simple API integration. Through a quick 30-day Proof of Concept trial, Mutare effectively demonstrated how VTF removes the vast majority of unwanted calls before they reach other downstream caller authentication processes or the agent desktop. At the same time, Mutare’s Voice CAPTCHA feature combined with its flexible rules creation capabilities provided much-needed assurance that no live caller would be inadvertently blocked due to a false positive flagging. VTF call filtering at the front end of the call flow not only reduces the negative impact of unwanted calls on network efficiency and agent security but, in the process, reinforces the efficiency of other standard caller authentication applications and processes deployed by the client.
%
% Unwanted Traffic
# of Unwanted Calls Processed
Nefarious Calls Diverted*
* Annualized
Key Decision Points
- Seamless integration with Five9 CCaaS platform
- Reduces agent exposure to fraudulent call activity
- Optimizes efficacy of current/future authentication processes
- Security of Voice CAPTCHA feature
- Proven efficacy through no-risk Proof of Concept
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)
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