The latest ‘Customer Spotlight’ shines on another awesome member of the Equinox community. After serving as a public school teacher, Scott Eggiman began his telecom career in September 2009. Since that time, he’s worked for the same communications service provider and been a daily Protector user.
Scott became acquainted with Protector as part of a 24X7 team who monitored and responded to all system alerts. In his current role of Supervisor of Voice Fraud, Scott now oversees the team who works Protector alerts. He is responsible for making sure all blocking occurs properly, validating CDR Rules, verifying file delivery, mitigating robocalls, dealing with caller ID spoofing, and adding numbers to the Hot Lists. He also liaises with Equinox Support for all aspects of system administration, communicates with his company’s network engineers, and educates the front-line staff on the latest fraud happenings so they can better serve customers.
Dialed number blocking, block at switch commands, and reporting are some of Protector’s most valuable features according to Scott. In particular, management heavily relies on the reporting, and he also relies on case and fraud reports to avoid false alarms. He is quick to add, “we love the built-in notes functionality. We use them extensively…notes allow the whole team to see the customer’s history and make quick decisions.”
When he needs assistance, Scott typically interacts with Ernest. Scott appreciates Ernest’s product knowledge and how he goes the extra mile. He also points out that Christi is a great resource who helps make sure the CDR Rules are strong and don’t have false positives. Scott cites personal approach and attention to detail as setting Equinox Support apart from other vendors. He sums it up best by saying, “it’s business, but it feels like a friendship”.
Scott not only participated in his first Protector User Group Meeting (PUGM) in 2015, but he also presented a case study during that event. “It was fun,” Scott recounts. “It didn’t feel like work, even though it was very educational. As a supervisor, it helped to bring that information back to my team. The wish list is a highlight! It’s great to hear how others want to use the application and benefit from those suggestions with my team. Also, I have professional relationships with many conference attendees, so the event networking definitely facilitated better communication down the road. And the dinner out was exceptional!” Ever an education advocate, Scott ensures others at his company attend the user group meeting, so they all have access to that opportunity.
Born and raised in Rochester, NY, Scott returned to the area after college and put down his roots. He and his wife Lauren (whose 11th anniversary coincides with the 2021 PUGM) say they plan to send their daughter to the same high school from which they graduated. Off the clock, Scott enjoys golf and loves spending time with his daughter. One of their favorite shared activities is watching the Rochester Red Wings play baseball. During the pandemic, Scott has tried streaming a few concerts but looks forward to being able to go out and see live music again soon!
Scott is an asset to the Equinox community and telecom industry. We are grateful for his contributions to the user group and appreciate his continued support of Protector and all things related to fraud management!
