VOICE SECURITY – HEALTHCARE
Case Study
Spam and Scam call intrusions had reached an intolerable level. This organization heard from trusted peers to look no further than Mutare for the answer.
Summary
The Client
Indiana’s largest comprehensive health care system with more than 2,500 providers serving patients from throughout the Midwest region.
The Problem
This organization was experiencing an alarming amount of unwanted spam and scam calls targeting nursing stations, the Emergency Department, and patient in-room phones.
The Impact
- Disruption to critical care delivery
- Degraded Patient Experience
- Escalated concern over network integrity and 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 more effective care delivery, a better patient experience, and enhanced patient security.
Customer Perspective
Senior Engineer
“The system is not only working fantastically, but it has unlocked a lot of additional possibilities for us.”
Full Story
The Impact
This large healthcare organization had grown increasingly concerned over the debilitating impact of spam, scam, robocalls and vishing calls entering their voice channel. These intrusions were delaying response to legitimate callers, draining contact center agent productivity, disrupting nursing station and emergency department focus on critical care delivery, and targeting the in-room phones of vulnerable patients. Having no way to stop the influx, IT administrators looked for advice from their peers in the healthcare industry and received numerous endorsements for the Mutare Voice Traffic Filter voice firewall solution.
Voice Security Made Possible
While this organization had originally considered another provider offering a legacy call filtering system, IT systems architects quickly ruled out that application due to its onerous infrastructure requirements. The case for choosing Voice Traffic Filter, with its superior filtering performance and light hardware footprint, was further strengthened by the depth and ease of user control management. Administrators particularly appreciate the high degree of visibility the application provides through its intuitive user interface and robust reporting. While unintended blocking of a legitimate caller is of high concern for healthcare providers, Mutare’s Voice CAPTCHA feature puts those concerns at ease. The VTF Voice CAPTCHA adds an additional layer of vetting to calls of ambiguous trust, separating live callers from bots without undue friction for the caller. This level of nuanced 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’s Voice Traffic Filter an easy one.
Applying the Right Voice Security Solution
Now fully implemented, Voice Traffic Filter is stopping an average of 8,000 unwanted calls daily from reaching, disrupting, and threatening staff and patients. What’s more, the application’s powerful call analysis and reporting capabilities give administrators unprecedented visibility into their organization’s voice traffic patterns and behaviors for better control over network performance. As noted by the organization’s Senior Engineer, Voice Traffic Filter’s capabilities to identify anomalous voice traffic activity recently enabled the team to identify, and address, a configuration error between their system and their carrier that was creating wasteful “call looping,” a bug that might otherwise have continued impacting network performance unchecked.
To that point, he said, “The system is not only working fantastically, but it has unlocked a lot of additional possibilities for us.”
