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
- Adherence to SLAs
- Improved User Experience (CX) Scores
- Block Spam Storm Attacks
- Ability to Work in On Premise, Cloud, or Mixed Environments
- 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)
Quick Links
Voice Threat Survey 2026
Understand how technology and cybersecurity leaders view Voice Security as organizations face growing threats, declining trust, and increasing risk.
Voice Security for Cisco
Protection for: CUCM, CUBE, Webex Contact Center, Webex Calling
Voice Security in the Contact Center
In this 45-minute Webinar, our Voice Security experts will delve into trending voice-based threats, which often comprise up to 25% of inbound call traffic, and how you can stop them.
Higher Education, a Primary Target of Voice-Based Attacks
Higher Education is being targeted. Why? Because Educational Institutions create a ripe, irresistible prey for cybercriminals looking for big opportunities with limited resistance.
Financial Institutions Bracing for Tsunami of Voice-Based Cyber Attacks
Protecting the enterprise telephone system from voice-based attacks may be the lynchpin in the battle against the growing wave of cyber-threats in the form of social engineering, vishing and ransomware. It is time to take Voice Security seriously.
Voice Network Threat Survey 2024
The 2024 Voice Threat Survey seeks to understand how technologists and security experts view Voice as a threat vector, and as an organizational asset (critical Infrastructure) to be protected and defended.