Voice Traffic Filter is returning valuable time and critical security to this electric power producer and the millions of customers it serves.

Full Story

The Impact

This large utility company was experiencing the operational and financial damages of unwanted calls flowing into their call centers and internal lines. Of immediate concern was the impact these disruptive calls were having on employees and customers, including workflow interruptions and delayed response to legitimate callers. This, in turn, was harming brand reputation and increasing the cost of operations. However, the risk of nefarious call activity embedded in that unwanted traffic, and its potentially devastating impact on critical service delivery, was yet to be revealed.

Voice Security Made Possible

With growing concern around the influx of spam, scam, robocalls and spoof calls glutting their incoming call lines, this organization went seeking answers. Their technology partner was very familiar with Mutare’s voice firewall solution and how it had effectively solved the unwanted voice traffic problem for other clients, and recommended this utility company test it out for themselves. Following a demonstration of Voice Traffic Filter at a Cisco Live! conference, the organization submitted a one-month sampling of their Call Data Record for a Mutare Voice Security Analysis (VSA). With just one layer of the Voice Traffic Filter’s multi-layered filtering application applied, the results were compelling: Of the 224,214 incoming calls analyzed, 28,381, or nearly 13%, were clearly identified as unwanted. A deeper analysis revealed that, within that call data, there was a significant number of suspicious calls from high-risk sources, indicating nefarious activity associated with vishers, saboteurs, and other criminal intrusion attempts. The organization moved quickly to a Proof of Concept implementing the full detection and filtering capabilities of Mutare’s Voice Traffic Filter. This trial further validated the extent of their problem and the risks it was posing to their organization and the customers they serve.

Applying the Right Voice Security Solution

With full access to the application’s features and controls, IT administrators now had the opportunity to experience, first-hand, not only VTF’s call analysis and filtering power, but also the high degree of visibility provided through its dynamic graphical display of call traffic and filtering activity.

What’s more, they appreciated the level of user control the application provides, enabling users to test out and direct filtering settings that are customized to their organization’s specific requirements. The ease of custom rules creation, flexibility of choice in how the application handles specific call types (allow, block, route), the reassurance of the application’s unique Voice CAPTCHA feature protection against mis-identifying and blocking a legitimate caller, as well as the fact that a single VTF application would cover the entire breadth of enterprise and contact center call activity, all contributed to the ultimate decision to expedite the purchase and implementation of Mutare’s Voice Traffic Filter.

Voice Traffic Filter is now identifying and filtering out more than 4,000 unwanted calls per day (robocalls, spammers, scammers, spoof calls, spam storms, social engineering and other types of nefarious callers) before they ever ring through, disrupt, or potentially defraud an employee or agent. In the process, it is returning valuable time back into the workforce that can now be directed towards improved operational efficiency, customer service delivery, and organizational security.