How SierraGold Helped a Large, Nonprofit Healthcare Organization Eliminate Robocalls
As is the case with many companies, large and small, a large nonprofit healthcare organization needed to find a way to eliminate spam robocalls. This organization was facing reduced access to call-center circuits resulting in call-quality issues as a result of numerous robocalls.
Based in the United States with locations around the world, the organization employs more than 60,000 physicians, scientists and administrative staff. It utilizes ten Avaya Communication Manager (CM) platforms across four states: Minnesota, Florida, Wisconsin and Arizona.
The Challenge: Eliminate Robocalls
The healthcare organization’s Avaya CMs were being targeted by robocallers and bombarded with thousands of suspected spam calls. This situation resulted in tying up their call-center circuits, badly affecting call quality and disengaging customers. As an SAI client for more than twenty years, the organization quickly contacted SAI’s Professional Services staff to request assistance in locating, monitoring and eliminating these spam robocalls.
Way back in 2014, before robocalls became so ubiquitous, it was estimated that spam calls cost American small businesses a half-billion dollars a year. That number has certainly skyrocketed by now (USA Today)
The Solution: SierraGold Watchdog
Utilizing SierraGold WatchDog, SAI developed a report to monitor incoming traffic to each CM on a 24x7x365 basis. WatchDog snoops incoming calls and immediately initiates an alarm that alerts selected staff when a threat is detected. In addition to many other security defenses, WatchDog is an excellent solution to help eliminate spam robocalls.
The Results: Reduced Negative Impact of Robocalls
Initially, WatchDog detected intrusions and sent alarms on some CMs two or three times per week. One CM caused an alarm to be sent almost daily. Using WatchDog alerts, the organization’s staff was able to take immediate, proactive action to help reduce or eliminate the effects of spam robocalls. After a few months of implementing WatchDog alerts, alarms became, and remain, few and far between. The impact to the healthcare organization is more consistent call quality, resulting in better service to their customers.
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