Real-Life Use Case

Eliminate Unwanted Voice Traffic

Home Services / Retail

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

Home Services / Retail

The Client

Among the nation’s largest providers of residential heating, ventilation, air conditioning (HVAC), and plumbing services.

Problem Definition

This organization provides support for its nation-wide customer base through 5 regional and 20 company-based contact centers. Recognizing the impact unwanted calls were having on agent performance and customer experience, they wanted to implement a call filtering system, but management was wary of the possibility such a system could accidentally block a legitimate customer or partner caller. Additionally, the company was planning to move some of its on-premise contact center operations to the cloud but became concerned that voice traffic filtering capabilities would be lost for its cloud-based operations.

The Story

According to the organization’s Vice President of IT Infrastructure and Operations, spam, scam, and robocalls were severely impacting the ability of agents to respond in a timely manner to legitimate callers, and that, in turn, was impacting their ability to drive revenue. After learning about Mutare’s Voice Traffic Filter, the company submitted its Call Detail Records for a Mutare Voice Traffic Analysis which found that 11 -12%, or an average of 400 incoming calls daily, were unwanted robocalls, spammers and scammers – a conservative estimate based on filtering through the Mutare VTF dynamic database alone. With a projected 373% Return on Investment, and the confidence provided by Mutare’s “Do no Harm” Voice CAPTCHA feature, they implemented VTF in several of their larger, on-premise contact centers. In 2023, this customer made the decision to migrate to the Genesys cloud platform but halted the migration out of concern they would lose the Mutare voice filtering capabilities. Fortunately, Mutare had already developed a CCaaS-compatible voice traffic filter application that has been certified interoperable with Genesys and other cloud contact center providers, so this customer can now move forward with its migration knowing that all of their contact center operations, whether on premise or in the cloud, will continue to benefit from the Mutare’s Voice Traffic Filter protections.

%

Total Unwanted Traffic

# of Unwanted Calls Uncovered*

Nefarious Calls Diverted*

* Annualized

Key Decision Points

  1. Adherence to SLAs
  2. Improved User Experience (CX) Scores
  3. Block Spam Storm Attacks
  4. Ability to Work in On Premise, Cloud, or Mixed Environments
  5. Security of “Do No Harm” Approach

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

Quick Links

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