VOICE SECURITY – TRANSPORTATION & LOGISTICS
Case Study
Mutare’s voice firewall adds heightened security, deeper visibility, and essential new call control capabilities for freight company contact center operations.
Summary
The Client
A leading, less-than-truckload (LTL) motor freight carrier based in North Carolina operating a network of over 250 service centers nationwide and a truck fleet of 57,000+ tractors and trailers.
The Problem
Unwanted calls into this organization’s contact center, including spam, scam, and nefarious social engineering attempts, were disrupting operational efficiency and agent responsiveness to legitimate callers. Because their vendor partners routinely use auto-generated calls to send logistics notification updates, agents were spending additional time answering and separating legitimate notification calls from wasteful robocalls.
The Impact
- Significant agent resources wasted analyzing, separating, and rerouting wanted “good bot” calls from unwanted robocalls
- Unwanted calls into contact center undermining revenue-generating sales activity
- Fraud calls infiltrating inbound call center lines put the organization and its customers at risk
The Solution
While removing clearly detected scam and scam callers from this organization’s voice channel, the call control capabilities of Voice Traffic Filter gave IT administrators a much-needed tool that could separate “good bots” from “bad bots” so legitimate calls, even if misdirected, would not be unintentionally dismissed. Utilizing the application’s highly configurable Custom Rules and Call Activity reports, admins were able to direct the application to route legitimate auto-generated calls to appropriate sources for handling without interrupting normal staff operations.
Customer Perspective
“This level of visibility and call control not only enhanced the efficiency of their Five9 contact center call flow process, but also supplied valuable intelligence around threat trends and sources supporting better-informed security strategies.”
Full Story
The Impact
This organization was aware that unwanted calls were disrupting operational efficiency. Sales agents, in particular, felt the impact as legitimate callers were being put on hold while team members attended to unwanted spam and scam callers. The problem was exacerbated by the fact that the organization’s vendor partners routinely use auto-dialers to send logistics notification updates. As these “good bot” AI-generated calls were indistinguishable from “bad bot” robocalls until answered, they required the time and attention of the agent to analyze and, if needed, forward to the appropriate resource. This was not only an annoyance; it was directly impacting sales performance, customer experience, and the organization’s bottom line.
Voice Security Made Possible
Following up on the recommendation of their Five9 cloud contact center platform provider, this organization turned to Mutare, having heard that this trusted Five9 technology partner had a solution that would likely solve their problem. Mutare provided a Voice Traffic Assessment of the organization’s incoming calls filtered through the proprietary dynamic database layer of its Voice Traffic Filter. That one filtering layer alone revealed that a significant proportion of those calls were spam, scam, and robocalls. However, to gain full visibility into the scale of their unwanted call infiltration problem and auto-generated calls dilemma, the organization agreed to a POC trial of Mutare’s full, multi-layered Voice Traffic Filter solution through simple API integration.
Applying the Right Voice Security Solution
Voice Traffic Filter proved highly effective in detecting and deflecting the majority of spam, scam, and unwanted robocalls, including potential malicious vishing reconnaissance and IVR probing calls, before they could reach an agent. However, its Custom Rules engine and robust reporting had particular value for this organization.
While wasteful, unwanted robocalls are a universal problem for businesses, “good bot” AI-generated calls like those providing logistics notifications from vendors are a critical part of this organization’s business operations. Creating a clear separation between the two and then appropriately routing only the wanted calls into the contact center call flow was essential. From the detailed Call Activity reports generated by Voice Traffic Filter, administrators were able to see clearly which auto-generated calls were from known vendors and which were not. With that intelligence, they were able to simply import a list of the “good bot” numbers from known vendors into Voice Traffic Filter’s Custom Rules as a whitelist, assuring those calls would never be treated as nuisance robocalls. Another set of Custom Rules were then applied to calls of ambiguous source, directing them to specialty teams for additional vetting.
This level of visibility and call control not only enhanced the efficiency of their Five9 contact center call flow process, but also supplied valuable intelligence around threat trends and sources supporting better-informed security strategies.
Having fully experienced the multiple levels of value delivered by Mutare’s solution, this organization moved from POC to purchase and is now benefitting from Mutare’s promise to deliver greater efficiency, heightened security, and restored trust in their incoming voice traffic flow.
