The winner of the 2017 Stevie Award for Best Customer Service Training Department was a surprise. Securus Technologies, a civil and criminal justice technology company, won that category in the 11th annual Stevie Award for Sales & Customer Service. I can’t say that I expected a company like Securus to win that award. It turns out, Securus takes customer service seriously, and how could they not take it seriously in the industry they are in?
Securus was one of more than 2,300 companies nominated for the award. The finalists were chosen by a panel of 77 professionals worldwide. The judges’ comments cited the difficulty of customer service in the industry that Securus serves and the marked improvement that it has shown in customer surveys.
Danny de Hoyos, who is Securus’s SVP of Operations, said that “[t]he training team recognized empathy for the customer’s situation and solving issues on the first call were the keys to improving the customer’s experience.” I’d say that strategy couldn’t go wrong.
It turns out that Securus Technologies is headquartered in Dallas, Texas and serves thousands of law enforcement and corrections facilities and over a million inmates. The company provides them with the technology services needed to help make the world safer.
The Better Business Bureau offers accreditation to willing companies around the country. Each company is held up to the light to see if it qualifies for BBB’s highest award. And the crazy thing is that accreditation is voluntary. The company that wants to be accredited has to actually pay for it and then jump through the hoops of the accreditation process. It’s not something that every business owner can afford. It’s also a big time hassle that can really put a drag on the business itself.
That’s why it is so mind blowing to see a company like Securus going through the process. Securus Technologies is a tech company that provides solutions to the law enforcement community. But most people in American know the company for servicing prisons and jails. They are the ones that run the phones connected to the walls inside of those prisons.
It’s crazy that they went out of their way for accreditation because of the way the business works. Securus, along with other telecommunications companies, bid for contracts in order to be the only company to provide telephone services in that facility. Once the contract is signed, they have no competition and they don’t really need to treat their customers well. After all, the prisoners have to use that service in order to make a call. They don’t have to happy about it.
But Securus has had an A+ rating from the BBB for a long time and they finally went through the accreditation process. It’s as if they are internally driven to run a good, ethical business despite the conditions of that business. I wish that every technology company worked like this, even on the outside of prisons. It would make my life a lot easier dealing with a company committed to customer service.
Investigator Pro 4.0 by Securus Technologies could be a real game changer. It is a means of specifically identifying convicts and perpetrators without cumbersome police work.
The theory of Investigator Pro 4 has to do with individual voices. A person’s voice has a uniqueness to it that is every bit as individual as a fingerprint. Computational technology has become streamlined enough it can now identify people by their voices alone. What Investigator Pro 4.0 does is take that information to the next level.
It has been said that modern correctional facilities oftentimes function as a sort of collegiate institution for crime. To that end, big “crime lords” that get busted end up in jail, and are visited by echelons of their previous crime “empire”. Additionally, there will be crime networks which are partially incarcerated, and the ingenuity of such inmates results in operations conducted from the inside. Oftentimes these can be difficult or impossible to foil, but with Investigator Pro 4.0, any phone call made by any inmate to anywhere can be analyzed. Who they are calling can be examined, making it easier to determine whether or not that individual has done time previously, or has made any other calls to other inmates. Investigator Pro 4.0 helps identify criminals outside incarceration facilities and can help solve crimes that have been puzzling investigative personnel for years.
Securus Technologies currently serves over 2,600 correctional facilities across the nation, and serves over 1.2 million prisoners through it’s IT applications. In such a population group, there are bound to be instances where multiple crimes are committed by individuals which go unsolved. The larger the pool of possible suspects, the more likely it will be that conviction will be made, and additional danger be removed from the streets of a given city.
Securus Video Visitation – Everyday from Securus Technologies on Vimeo.
Normally, a correctional facility is going to have a great deal of paperwork tied up in day-to-day operations. For legal reasons this is often a necessity. Establishing a paper trail demonstrates legal acuity, and the following of established procedures. It’s a very necessary component of the modern legal system. However, properly categorizing information can be time consuming; especially if this is done using antiquated 20th century methods. Unfortunately, most correctional facilities don’t have direct access to the kind of tech corporations do, and so must resort to older tech. That’s a problem swiftly being solved by Securus Technologies of Texas, however.
Formed in 1986, Securus Technologies is the leading technology provider for corrective facilities in the United States, and likely the world–though their concentration is primarily within the country. It is Securus’ goal to continuously be on the cutting edge of all technology developments related to law enforcement. They’ve been very successful at this over the last several decades. One of their most notable recent innovations is called ConnectUs.
ConnectUs is a platform that provides inmates with endless features and applications that were previously beyond availability or imagination. These apps and features are strictly customizable and can be completely controlled by the institution which unveils ConnectUs. The full name of this new software innovation is ConnectUs Automated Forms. All the ubiquitous paperwork of operations is consolidated digitally, saving the paper, the time, the storage, and the aggravation of antiquated infrastructural operation.
The potential for savings across the country is in the multi millions with ConnectUs. Securus Technologies already caters to some 2,600+ corrective facilities across the country. Additionally, they cater to 1.2 million inmates across the country. This from a company that only has 500 to 1000 employees, according to LinkedIn. Streamlined, efficient success is the name of the game at Securus, and ConnectUs Automated Forms just proves that once more.