Eliminate Unwanted Voice Traffic

The customer was concerned about the impact of spam calls on the organization, including disruption to staff and call center operations, strain on the voice network, and the growing burden on IT support dealing with an influx of spam complaint trouble tickets. Adding to those concerns was the recognition of potential security threats posed by unwanted calls with criminal or malicious intent.

The customer expressed a desire for a solution that would effectively create a “firewall” of protection for their voice network in order to alleviate disruptions to staff, assure a clear call pathway for patients, and divert potential cyber threats. The solution needed to cover both contact center and staff DID lines and include the ability for employees to create their own personal blocklists. When introduced to Mutare’s Voice Traffic Filter solution, the customer agreed to a 30-day Proof of Concept with cloud-based implementation in order to test out the full system in real time. The data gathered during the POC period revealed that approximately 8% of the calls coming into the organization, or more than 54,000 calls annually, were unwanted spam. Blocking those calls would result in the recovery of 900 hours of network up time and more than $112,000 in personal productivity gain. What’s more, nearly a third of those blocked calls could be classified as nefarious. Closing that vulnerability gap also reduced the organization’s exposure to criminal intrusion and costly breaches.