Mutare and Genesys have joined forces to bring Mutare’s Voice Traffic Filter to Genesys’ AppFoundry, an array of applications and integrations that elevate customer and employee experiences in the call center.

Mutare’s five-layer Voice Traffic Filter eliminates nuisance and nefarious incoming phone calls at the network edge before they reach agent call flow. This keeps threatening, disruptive and time-wasting calls from spammers, scammers, robocallers and cybercriminals at bay, while improving KPIs, security and customer service. This partnership enables Genesys customers to optimize the security and performance of their Genesys Contact Center as a Service solution. 

“In the U.S., 5.4 billion robocalls are made each month, and vishing attacks are up 550%,” said Chuck French, Mutare’s Chief Growth Officer. “These unwanted calls are a detriment to customer experience, call initiation, agent productivity and the contact center’s overall performance, so dealing with this growing scourge has become a critical business issue. When real customers are unable to get the help they need and expect because agents are tied up handling no-value spoof, dead air, robocalls or fraud calls, customer satisfaction plummets and the customer experience is degraded. What’s more, we’re finding that a large percentage of those callers have criminal intent as they see the customer support agent as a convenient gateway to valuable organizational and customer data. Contact centers are looking for their CCaaS provider to help them solve this problem.”

Mutare’s solution is now available with Genesys Cloud CXTM, an all-in-one composable solution that helps organizations offer effortless and connected experiences for both customer and employee. Genesys Cloud CX is an API-first experience orchestration platform that allows users to coordinate every interaction and touchpoint through a suite of omnichannel options, built-in employee experience, turnkey AI and end-to-end journey optimization. 

To read the full announcement, click here.