Customer Stories: VoIP Call Recording Success Stories Request a Price Quote from Telrex Request Free Evaluation Software

CallRex Customers

  • Upstate New York Transplant Services "We use CallRex call recordings to train staff on live calls, allowing them to get a glimpse of 'real-life' situations."
    - Margaret Cosentino,
    VP, Information Services, UNYTS
  • "Since we have moved to CallRex call recording, we have not had a major technical issue, the product has proven to be very user-friendly and easy to administer and support."

    - Elizabeth Beasley, Director, Ambulatory Access Center, University Physicians
  • Engineered Protection Systems "CallRex is rock solid for recording calls, and it worked perfectly from the beginning."

    - Eric Hoskinson,
    director of technology, Engineered Protection Systems, Inc.
  • "CallRex is very easy to use. The software has proven to be a turnkey solution for us."

  • Town of Smyrna "It's fantastic that the Council can now rely on us to provide accurate customer documentation. Calls are easy to search and retrieve within CallRex,"
    - James Markow,
    IS manager, Town of Smyrna

  • "CallRex makes us successful because managers are able to retrieve and listen to calls and quickly identify problems"

    - Dawn Eastwood,
    director of IT, Keany Produce
  • "We looked at a lot of different solutions, and CallRex had all of the features that we were looking for. CallRex software is easy and intuitive."
    - Drew Clauson,
    president, Kindred Partners
  • "Our CallRex investment will pay for itself in the time saved by the management staff."

    - Susan Milne, Operations Manager, Healthy Mothers, Healthy Babies Coalition of Georgia
  • U.S. Oil Co., Inc. "CallRex has been priceless in helping us to bring accountability to the dispute resolution process."
    - Tom Kriplean, Technology Director,
    U.S. Oil Co., Inc.
  • "We chose to move to CallRex call recording software because it was a proven, certified solution for our ShoreTel system, and the solution was very cost effective."

    - Don Gregory, Information Technology Manager, United Supply Co.
  • Colorado Department of Corrections "I recommended CallRex for its ability to record and monitor IP calls and for its affordability."
    - Ron Wiseman, IT Manager, Colorado Department of Corrections

Customer Case Study

"Overall the system works well, and the Telrex guys have been very easy to work with. I would give them a 9.5 on a scale of 1 to 10."

- Ron Wiseman
IT Manager
Colorado Department of Corrections

Colorado Department of Corrections - Telrex Success Story

Call Recording for Policy Compliance and Customer Service

View a printable version of the Colorado Department of Corrections case study.

Overview

The Colorado Department of Corrections (DOC) has a long history beginning with the Colorado Territorial Correctional Facility in Cañon City, which received its first inmate on June 13, 1871. Today, DOC covers 29 facilities throughout the state of Colorado.i

An important mission of DOC is to meet the diverse educational needs of inmates through the provision of quality academic, vocational, life skills, and transitional services whereby inmates can successfully integrate into society, gain and maintain employment and become responsible, productive individuals.ii

Business Challenge

Provide inmates with vocational opportunities in information technology while meeting strict security and compliance requirements, and maintain 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," says 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.

Solution

Wiseman recommended that DOC select the CallRex™ IP call recording and
monitoring solution from Telrex.

"I recommended CallRex for its ability to record and monitor IP calls and for its affordability," says Wiseman. Key considerations included compatibility with the IP telephony system and ease of use. Wiseman considered alternative solutions but found these to be too costly and complex for DOC needs.

Today, CallRex software is deployed at the Colorado Department of Corrections in conjunction with the ShoreTel IP telephony and call center system. Female inmates staff a technical support help desk as first-level responders to fill out trouble tickets and initiate support activities.

"We like the modular licensing. There is not a large upfront cost, and we can expand on a per seat basis," notes Wiseman. "With a lot of other solutions the main cost is upfront, and it would have limited our ability to implement call recording."

Telrex worked closely with the DOC team as they transitioned from an initial IP telephony system to the ShoreTel system.

"Overall the system works well," says Wiseman, "and the Telrex guys have been very easy to work with. I would give them a 9.5 on a scale of 1 to 10."

Benefits

Today, DOC reviews help desk calls taken by the support center staff. They review recorded calls and conduct live monitoring for quality assurance and policy compliance, and also to review for complaints. Wiseman points out, "so far the inmates have never been out of line."

DOC's ability to record phone calls has enabled them to offer the IT help desk role as a vocational opportunity to inmates. In addition, DOC has reduced costs as they have been able to shift existing technical resources to higher value positions within the organization.

Wiseman states that the DOC executive staff is very pleased with the results. Looking to the future as DOC builds and upgrades facilities, Wiseman notes that IP telephony and IP call recording will be an important part of their information technology plans.

Learn more about CallRex call recording solutions for ShoreTel.

i Colorado Department of Corrections Web Site
ii Colorado Department of Corrections Mission Statement

View a printable version of the Colorado Department of Corrections case study.

Resources