VOICE SECURITY – HEALTHCARE
Case Study
Getting no relief from traditional security safeguards, this organization knew the only way to curb the threats and damages of unwanted voice traffic had to be a technical solution.
Summary
The Client
Award-winning, non-profit Midwest healthcare system that employs 13,200+ staff members serving a 26-county region.
The Problem
This healthcare system was getting overrun with spam and scam calls disrupting care delivery and threatening patients with fraud calls to their in-room phones. Their complex telephony environment, including multiple, disparate carrier and voice platforms, further complicated the search for a system-wide solution that could effectively curb the damaging infiltration of unwanted voice traffic.
The Impact
- Continuous complaints from patients feeling disrupted and threatened by robocalls and scammers
- Staff disruptions that were undermining efficient delivery of critical services
- Escalating concern for patient security
- Attention and resources diverted from other, much needed systems security activities
The Solution
Mutare’s Voice Traffic Filter not only delivered immediate relief from unwanted nuisance and nefarious calls, but was able to do so across multiple, divergent voice platforms. VTF is now delivering a better patient experience, enhanced patient security, reduced disruption to healthcare professionals, and valuable time back to the organization and its care providers.
Customer Perspective
UC Director
Full Story
The Impact
Once the scale of the problem and threat to patient security became evident, the issue rose to top priority for leadership in their search for a solution.
Voice Security Made Possible
Hospital IT administrators looked at all internally available avenues for relief, including turning to their carriers for help, utilizing tools built into their voice platforms, implementing IVR call routing, and adding manual call vetting to switchboard operator responsibilities. All failed to deliver meaningful results as spam and scam calls continued to circumvent all controls. The only viable, scalable option, they concluded, was a true technical “firewall” filtering solution integrated into their voice infrastructure.
However, acquisitions over time had produced a decentralized infrastructure of disparate platforms and carriers, complicating the search for a single solution that could be implemented system-wide.
Applying the Right Voice Security Solution
This organization was already a customer of Mutare’s voice message transcription application. When their technology partner informed them that Mutare also offered a leading, enterprise-grade call filtering solution, they welcomed the opportunity for a discussion and demo from a trusted provider.
Mutare reps were able to walk administrators through the Voice Traffic call flow with a live demonstration of its powerful, multi-layered call analysis and filtering capabilities, noting that VTF’s platform-agnostic design assured a unified experience across their multiple voice platforms. Administrators subsequently agreed to a Voice Traffic Analysis of their Call Details Record (CDR) to better understand the true extent of their unwanted call problem.
The result: At least 700 unwanted calls were ringing through to care providers and patient rooms daily. Not only did those calls represent a direct threat to patient safety and security, but the disruptions alone translated to lost hours equivalent to that of four full-time employees.
On top of its unmatched call analysis and filtering capabilities, Mutare was able to satisfy every condition this organization required of a technical solution: Multi-platform compatibility, on-premise and cloud implementation options, the ability to bulk upload existing rules to the filter’s flexible Custom Rules management tool, the integration of STIR/SHAKEN data analysis, and built-in protections against false-positive errors, all backed by the assurances of a mature HIPAA compliance program.
As expressed by the organization’s UC Director, “I think the product itself is spot-on…a really good fit.”
With its broad healthcare customer base, Mutare was also able to point to numerous endorsements from peer organizations attesting to the value of Mutare and its Voice Traffic Filter solution, further fueling confidence.
Having gained support of leadership, including 100% of the organization’s nursing management, this organization moved forward with purchase and implementation of Voice Traffic Filter, starting with a narrowed scope followed by full roll-out in line with budgetary releases.
