VOICE SECURITY – HEALTHCARE
Case Study
The distress caused by unwanted calls to in-room phones was impacting patient experience and CMS reimbursements. Voice Traffic Filter eliminates the threats, elevates the value of care.
Summary
The Client
Michigan’s largest healthcare system with 5,000+ inpatient beds and approximately 65,000 healthcare professionals serving patients from throughout the state.
The Problem
The growing threat of unwanted spam and scam calls ringing through to patient in-room phones was becoming increasingly detrimental:
- Generating a constant stream of complaints from patients feeling disrupted and threatened by robocalls and scammers
- Inserting negativity into the overall Patient Experience
- Leading to declining CX scores that, in turn, was impacting value-based CMS reimbursement rates
- Escalating concern for patient security
The Solution
Mutare’s Voice Traffic Filter delivered immediate relief from unwanted nuisance and nefarious callers infiltrating the organization’s voice network. With its multiple layers of call analysis and filtering capabilities, VTF is now identifying and filtering out social engineering calls, robocalls, spoof calls, spammers, scammers, vishers, and AI-generated calls in their many and evolving forms. In the process, Mutare’s Voice Traffic Filter is contributing to a better patient experience and enhanced patient security.
Customer Perspective
“As a healthcare system committed to providing a safe and secure environment for healing, this organization was particularly distressed by the prospect of vulnerable patients feeling assaulted and unprotected from unwanted call intrusions. Fixing the problem was now a top priority.”
Full Story
The Impact
As a healthcare system committed to providing a safe and secure environment for healing, this organization’s leadership was particularly distressed by the prospect of vulnerable patients feeling assaulted and unprotected from unwanted call intrusions while under hospital care and vowed to make in-room phone protection a top priority.
Voice Security Made Possible
Having turned to their technology partner to find solutions, the hospital’s telecom team was presented with two alternatives: use the organization’s carrier-provided call filtering solution, or implement Mutare’s Voice Traffic Filter. Once presented with the full scope of Mutare’s filtering capabilities and user controls, the choice was clear.
While their carrier’s only tool was filtering calls through a single reputation database of known scam numbers, the Mutare solution aggregates the filtering power of multiple recognized and continuously updated worldwide databases representing billions of suspicious numbers. Beyond that, the Mutare solution includes additional layers of call analysis and filtering technologies capable of detecting even the most subtle markers and behaviors consistent with unwanted spam, scam, and vishing call activity for significantly expanded unwanted call detection.
As a healthcare provider, this organization was also impressed with Mutare’s fail-safe protections against the prospect of accidentally blocking a legitimate caller or fax number due to a database misread. VTF can be configured to route calls of ambiguous trust to other resources, including the application’s built-in Voice CAPTCHA, for an additional layer of vetting to assure legitimate callers are not blocked. What’s more, the application simplifies the creation of organization-specific Allow and Block lists, so important numbers that may at some point end up on a reputation database (such as fax numbers) will never be blocked.
As noted by the customer, that degree of call control is imperative in healthcare, as the damages and liability from blocking legitimate patient calls or calls relating to critical patient care could be profound.
Rounding out the superiority of Mutare’s Voice Traffic Filter offer is its Threat Radar technology that provides continuous monitoring for potential TDoS attacks or other anomalous call surges that could negatively impact network performance and disrupt the efficient flow of critical voice communications.
Applying the Right Voice Security Solution
Unlike a carrier-provided solution, Mutare’s Voice Traffic Filter puts controls of the application’s filtering configurations and call handling actions directly in the hands of the user so it can be specifically tuned to the organization’s requirements. This level of control, combined with VTF’s impressive capabilities to detect and deflect unwanted calls in their many and changing forms, made the decision to choose Mutare an easy one. This organization moved forward with a fast-track implementation for all patient in-room phones with the expectation of rolling it out organization-wide.
