Eliminate Unwanted Voice Traffic

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

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.

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.

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