Real-Life Use Case

Eliminate Unwanted Voice Traffic

Healthcare

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

Healthcare

The Client

Large, not-for-profit healthcare system based in North Carolina with 18 state-wide hospital campuses.

Problem Definition

This hospital system reported an ongoing and growing problem with nuisance and spam calls that were not only reaching and disrupting clinicians and support staff, but also targeting patient in-room phones generating numerous complaints and impacting patient experience.

The Story

This healthcare organization first learned about Mutare’s Voice Traffic Filter at the Cisco Connect 2020 conference. They explained they were experiencing high amounts of distracting, unwanted spam and robocall traffic affecting not only patient care but also patient experience as many of those calls were hitting patient room phones. They were concerned, however, that call filtering could inadvertently block a legitimate caller. Those fears were alleviated once they learned of Voice Traffic Filter’s “Do no Harm” approach using the Voice CAPTCHA to avoid blocking live callers. Their telecom architect also appreciated the VTF light footprint, recognizing that implementation would not significantly impact their existing IT infrastructure. 

While COVID-related resource prioritization took precedence at the time, the easing of the pandemic in 2022 allowed for the organization to move forward with the Mutare call control and filtering solution. Since installation in September, 2023, the organization has experienced a significant reduction in disruptive calls as VTF is detecting and diverting upwards to 2,600 unwanted calls daily resulting in significant productivity gains ($2.5 million annual) and improved focus on patient care. What’s more, a significant portion of those calls (estimated nearly 1,000 daily) are deemed nefarious in intent (scammers, vishers, spam storms) so both clinicians and patients are better protected from being victimized by scammers.

Total Daily Call Volume

Unwanted Calls Diverted Daily

Projected Annual Savings ($)

Key Decision Points

  1. Reduced Distraction for Care Providers
  2. Improved Patient Experience
  3. Implementation without Disrupting Existing Infrastructure
  4. Security of “Do No Harm” Approach (Voice CAPTCHA)
  5. Protection from Scammers
  6. Enhanced Focus on Patient Care

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

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