VOICE SECURITY – Financial Services
Case Study
A flood of malicious calls (social engineering, vishing, spoof calls, robocalls) drove call volumes beyond the brink, putting agents, service delivery, legitimate callers and CMS reimbursement at risk.
Summary
The Client
Largest health insurer in Orange County, CA, serving 940,000 members, with 5,000 employees.
The Problem
This health insurance provider’s Contact Center was being flooded with malicious calls from adversaries utilizing a wide range of voice threat tactics including social engineering, vishing, spoof calls and robocalls.
A Security Assessment revealed that Contact Center Agents were receiving nearly 200 calls / day that were classified as significant threats.
The Impact
- The dramatic increase in malicious calls drove Overall Call Volume beyond the organization’s ability to maintain SLAs and quality standards.
- Customers experienced significant, business impacting Wait Times, resulting in CSAT degradation.
- The organization was in danger of not meeting required service delivery standards established by the Centers for Medicare and Medicaid Services (CMS), which would result in substantial financial loss.
The Solution
Mutare’s multi-layered voice firewall immediately eliminated the flood of malicious calls, restoring the Contact Center’s operational capabilities, reducing taxed resources, and re-calibrating thresholds for CMS service delivery.
Customer Perspective
“Having recognized the application’s impressive call filtering capabilities for its contact center operations, this organization is now planning a rollout to its entire enterprise UC Teams network, assuring organization-wide protection.”
Full Story
The Impact
The Centers for Medicare and Medicaid Services (CMS) regularly reviews the performance of covered organizations to assure that service delivery to beneficiaries is consistent with CMS standards. These evaluations include test calls into the contact center to evaluate agent response. If performance ratings fall below established CMS thresholds, the insurer’s reimbursement rates are negatively impacted.
The increasing occurrence of unwanted calls into this organization’s contact center had reached a level that was clearly impacting wait time and quality service delivery to legitimate beneficiary callers. What’s more, embedded in the bad traffic were numerous nefarious callers attempting to defraud call recipients.
The organization was facing a decision to either add additional staff or find an effective way to reduce the distraction, waste, and risk of unwanted calls that were undermining cost-effective service delivery, organization security, and CMS performance ratings.
Voice Security Made Possible
After seeing a demonstration of Mutare’s Voice Traffic Filter, this organization agreed to a Voice Traffic Assessment. Applying just a single layer of its multi-layered filtering technology against a sampling of incoming calls, Mutare revealed that at least 5.25% of those calls were clearly unwanted spam, scam or robocalls. What’s more, embedded in that traffic was close to 200 daily calls with suspected nefarious intent. That was enough to convince this organization to move forward with purchase and deployment of Voice Traffic Filter with its full five layers of unwanted nuisance and nefarious call detection capabilities.
Applying the Right Voice Security Solution
Mutare Voice Traffic Filter is platform-agnostic and designed for maximum implementation flexibility. It can be deployed on premise, in the cloud, or in a hybrid environment and, through API, integrates seamlessly with leading CCaaS providers.
