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VOICE SECURITY – HEALTHCARE

Case Study

This healthcare system knew what they wanted in a call filtering solution as well as that solution provider. Mutare delivered on both.

 

Summary
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Summary

The Client

Large Maryland-based healthcare system with 11 hospitals and a regional network of ER care centers and clinics.

The Problem

Unwanted calls, including robocalls, spoofed calls, scam calls, vishers and other fraudulent intruders, were flooding the organization’s voice network, causing significant disruption to patients, clinicians, and critical care delivery.

The Impact

  • Spam calls diverting attention away from patient care
  • Scammers reaching patients through their in-room phones
  • Security concerns over malicious call activity
  • Help Desk unable to keep up with influx of trouble tickets

The Solution

Voice Traffic Filter addressed every concern for this healthcare system. VTF’s multiple layers of filtering technology brought an immediate end to the broad spectrum of unwanted calls flooding throughout the organization. Administrators took full advantage of the system’s custom rules to create organization-specific allow lists and blocklists and appreciated having full control over how the application handles flagged calls through its easy configuration tools.

Customer Perspective

“This level of user control without the need and cost of third-party managed services support was seen as a significant advantage for the Mutare system.”

Full Story

The Impact

Unwanted calls, including robocalls, spoofed calls, scam calls, vishers and other fraudulent intruders were flooding the hospital’s voice network. Unwanted spam and scam callers were infiltrating nursing stations, clinics, emergency care units and patient in-room phones. These calls were causing significant disruption to patient experience and critical care delivery while overwhelming the IT Help Desk’s efforts to keep up with call-blocking trouble tickets.

Voice Security Made Possible

Having recognized the urgency to solve its unwanted voice traffic problem, this organization was about to finalize the purchase and implementation of a standard, legacy voice filtering system. However, they became disenchanted with its complexity and functional limitations, as well as the vendor’s lack of support and unclear communication around their pricing structure. Looking for an alternative, they turned to Mutare with a request for a demonstration of Voice Traffic Filter. Mutare’s representative and systems architect were able to walk them through the Voice Traffic Filter offering and provide ready answers to every question. This positive interaction led to an immediate request for a Proof of Concept.

Once the trial Voice Traffic Filter system was set up and functioning in analyze-only mode within their environment, administrators were able to see in real time its superior capabilities in detecting unwanted nuisance and nefarious calls. Through its visual User Interface and detailed reports, Voice Traffic Filter’s call analysis results affirmed what they had already suspected – a large proportion of their incoming voice traffic – in fact, nearly 16% – consisted of wasteful and damaging spam, scam, and fraud calls.

Applying the Right Voice Security Solution

Administrators were quick to recognize the power and simplicity of Voice Traffic Filter’s online configuration tools, giving them full control over how the filter would handle those flagged calls. Working with their preferred settings for each of the application’s filtering layers, admins were able to customize exactly how the system would interact with their incoming calls depending on the analysis results (allow, block, send to the voice CAPTCHA for further vetting, or route to another resource). This level of user control without the need and cost of third-party managed services support was seen as a significant advantage for the Mutare system. Systems architects were equally impressed with the application’s light footprint and implementation flexibility, opting for Mutare’s hosted deployment.

Fully satisfied with Voice Traffic Filter’s performance combined with a deep appreciation for Mutare’s responsiveness, knowledge, and support, this organization quickly moved forward with purchase and implementation of the Voice Traffic Filter solution.

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