Customer Success: Call Recording Creates Opportunities while Maintaining Security

The Colorado Department of Corrections (DOC) works to provide inmates with vocational opportunities in information technology, while also meeting strict security and compliance requirements and maintaining high service levels. The Colorado DOC offers a program to employ appropriate and qualified individuals in first-level help desk positions which support the technology needs of Colorado state offices. To ensure quality and safety for all parties involved, DOC records and monitors all help desk lines staffed by inmates.

“We need to record and monitor all the help desk phones to comply with Corrections Department policy,”

- Ron Wiseman, IT Manager at the Colorado Department of Corrections

When it came time to roll out an IP telephony solution, Wiseman was given the task of finding the right call recording solution to support their new phone system. CallRex call recording software was recommended by Wiseman.

“I recommended CallRex for its ability to record and monitor IP calls and for its affordability,”

- Ron Wiseman, IT Manager at the Colorado Department of Corrections

The ability to record phone calls has enabled DOC to offer the IT help desk role as a vocational opportunity to inmates. Additionally, DOC has reduced costs and has shifted technical resources to higher value positions within the organization.

View the complete Colorado Department of Corrections success story to learn more.