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
Not-for-profit, Medicare Advantage insurance provider serving more than 285,000 members throughout the southwest United States.
Problem Definition
This organization was experiencing an unacceptably large amount of spam phone calls, including robocalls, dead air calls, and detected nefarious scam callers. This unwanted traffic was impacting both enterprise and contact center operations and carried a discernable security risk.
The Story
Mutare had recently joined the Genesys App Foundry community with its API for Voice Traffic Filter for Genesys CX, so discussions centered around filtering protection for the organization’s high call-volume contact center. This customer agreed to a demo and a Voice Traffic Analysis. The VTA confirmed that they were receiving a higher than average amount of unwanted calls; the filter’s dynamic database alone detected that nearly 10% of inbound calls to the organization were unwanted robocalls, spam, scam and dead air. These calls were not only a productivity drain impacting response to legitimate callers, but they also represented a heightened security risk to the organization and its plan members as a significant proportion were deemed nefarious.
Mutare’s “Do no Harm” approach, including the ability to route suspicious calls to Voice CAPTCHA or a specialty team, provided much-needed assurance that a live caller would not be inadvertently dropped. This feature was also considered an added value as it enhances call flow efficiency while optimizing the use of other call management applications and resources.
When given the choice of where to purchase Voice Traffic Filter, this customer,, without hesitation, chose to purchase through Genesys, knowing that integration with their Genesys Cloud Contact Center would be quick and flawless. Discussions are now underway to extend the Mutare Voice Traffic Filter to their enterprise users.
Total Incoming Call Volume*
Total Unwanted Calls*
# of Nefarious Calls Diverted*
* Annualized
Key Decision Points
- Enhanced contact center productivity and agent security
- Mutare was known and trusted
- VTF API made integration with Genesys platform quick and seamless
- VTF’s broad, nuisance and nefarious call detection capabilities
- Simple and customizable call routing
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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