VOICE SECURITY – HEALTHCARE
Case Study
Large hospital system overwhelmed with spam, scam, robocalls and vishing attacks…Mutare to the rescue.
Summary
The Client
A+ rated regional healthcare system with 9 hospitals and 16,000 employees serving nearly 1.2 million individuals annually.
The Problem
This healthcare system was being overwhelmed with voice-based attacks (social engineering, scam, robocalls, vishing), severely compromising their critical phone system.
The Impact
- Switchboard Operations was unable to maintain service levels as the volume of voice threats inundated operators.
- Critical Calls to Nursing Stations were disrupted, diminishing quality of care.
- Patients were being targeted in their rooms by fraudsters and scammers, putting the patient, their families and the hospital system at risk.
The Solution
Mutare’s multi-layered voice firewall immediately removed the majority of disruptive robocalls and spam calls. It detected signs of emerging spam storms and vishing reconnaissance and eliminated these threats before they could impact switchboard operations or a targeted recipient.
Customer Perspective
Patient Connect Project Manager
“We look to the Mutare Voice Traffic Filter to deliver the protection we need while assuring we have full control over configurations that fit our IT, risk management and security priorities.
Voice Traffic Filter and the support we have received from the Mutare team together promise welcome relief from the growing disruption and threats of unwanted calls.”
Full Story
The Impact
This organization was already struggling with the disruption of spammers and nefarious callers targeting staff, nursing stations and patient in-room phones. When two spam storms (a sudden influx of auto-generated calls with spoofed numbers) literally brought down switchboard operations, IT and security teams accelerated the process to find a solution that could effectively protect their network, their patients, their clinicians and their organization from the degrading impact, and potential fraud, of these unwanted events.
As noted by the organization’s patient connect project manager, “Our switchboard is control central. We have 15 operators managing approximately 23 million incoming calls annually. Any failure at the switchboard level could impact every aspect of our operation.”
Voice Security Made Possible
To aid in their effort, IT administrators turned to their technology partner for assistance. The partner immediately recommended implementing Mutare’s Voice Traffic Filter and arranged for a demonstration of VTF’s capabilities in detecting, and deflecting, both nuisance and nefarious incoming calls before they reach an operator.
The value of Mutare’s multi-layered voice firewall approach was immediately apparent. The solution proved effective in removing the majority of disruptive robocalls and spam calls. It could also detect signs of an emerging spam storm or vishing reconnaissance probing and then deflect those calls before they could impact switchboard operations or ring through to a targeted recipient.
Applying the Right Voice Security Solution
The VTF application is fully configurable with a unique “do no harm” feature that directs suspect calls to a voice CAPTCHA or other internal resource for additional vetting. This assures that no call from a legitimate caller is ever blocked – an important safeguard in healthcare environments. This organization was additionally impressed by Mutare’s status as a premium application development partner for their CCaaS platform, guaranteeing a seamless integration of Voice Traffic Filter with their current Contact Center infrastructure.
Once implemented, Mutare’s Voice Traffic Filter gives customer administrators full control over call handling configurations and actions applied against flagged calls, with a real-time graphical dashboard display of all incoming call and filtering activities. As a new customer, this organization was able to first run the application in “passive” mode to see how it would interact with detected unwanted calls, then tune configurations to fit their specific needs and requirements before switching into full active filtering mode.
