VOICE SECURITY – HEALTHCARE
Case Study
Large Hospital System Eliminates Voice-Based Threats thanks to Mutare’s Voice Firewall
Summary
The Client
Among the largest public hospital systems in the U.S. with 14,000 clinicians and staff members serving more than one million outpatients annually.
The Problem
Frequent and intense surges of damaging unwanted calls were battering this hospital’s voice networks. IT and security personnel were increasingly concerned about the inherent risks associated with these unchecked spam, scam, robocalls and vishing attacks, including:
- Calls ringing through nurses’ stations, diverting attention away from critical patient care
- Scammers reaching vulnerable patients through their in-room phones, perpetrating fraud and impacting overall patient experience
- Exposure to regulatory violations and financial fallout from voice-based cyber-intrusion activity
The Solution
Mutare’s multi-layered voice firewall proved 100% effective in detecting and deflecting the full range of unwanted nuisance and nefarious call intrusions (spam storms, robocalls, zero-duration calls, voice-phishing reconnaissance calls) before those calls could reach, disrupt, and potentially defraud a call recipient.
Customer Perspective
Senior Network VoIP Engineer
““It was amazing. I have people coming to me saying, ‘You brought us a product that actually Works and is benefiting us!’ This is exactly what we were looking for.”
Full Story
The Impact
The impact of this activity could be felt throughout the organization. As reported by one of the hospital’s acute care nurse managers, “Frequent spam calls were interrupting nurses’ concentration, especially during critical tasks like medication administration, charting, and patient assessments. Switching between a spam call and patient care tasks puts the nurse at risk for making errors.”
Inevitably, notes the senior voice engineer, some scam callers were bound to reach patient in-room phones in attempts to extort money or sensitive information from people at their most vulnerable. “That thought breaks my heart. It became another part of the push for us to say we have to have a solution for this.”
Voice Security Made Possible
Having compared Mutare’s solution and expertise against that of a competing legacy product, the voice engineers found the choice to be an easy one. “Your (Mutare’s) demo blew the other guys out of the water. You were concise in your delivery, responsive and knowledgeable with our questions. What’s more, the application is so easy to use. We felt fully supported throughout the whole process.”
The true test, however, was seeing how the complete Voice Traffic Filter system performed once implemented.
For this hospital system, the results were immediate and dramatic.
“It was amazing. I had people coming to me saying, ‘You brought us a product that actually Works and is benefiting us!’” Clinicians and staff, including nursing managers, reported the number of unwanted calls dropping to zero immediately following VTF implementation. “Everyone is so thankful.”
Applying the Right Voice Security Solution
With multiple layers of call analysis and filtering technologies, Voice Traffic Filter was able to deliver 100% relief from the disruption and threat of incessant robocalls, scam calls, spam storms, zero-duration calls and voice phishing reconnaissance activity. As a healthcare provider, this organization was additionally reassured by Voice Traffic Filter’s “do no harm” construct, with its easy-to-manage custom rules and a unique Voice CAPTCHA feature that separates bots from live callers, adding an extra layer of vetting for calls of ambiguous trust.
Once implemented, Mutare’s Voice Traffic Filter gave administrators full control over configurations and unprecedented visibility into voice network activity through its intuitive graphical user interface and robust reporting.
With its unmatched feature set and ease of use, “This is exactly what we were looking for. It was a match made in heaven.”
