Case Study: Colorado Department of Corrections creates inmate IT jobs and secures help-desk calls with Enghouse Interactive CallRex

Call Recording Creates Opportunities while Maintaining Security

The Colorado Department of Corrections needed to provide vocational IT opportunities to inmates while meeting strict security and compliance rules and maintaining high service levels. As it rolled out an IP telephony system, DOC required a call recording solution to record and monitor all help desk lines; Enghouse Interactive’s CallRex call recording software was selected to meet that need.

Enghouse Interactive implemented CallRex to capture and monitor IP calls for DOC’s inmate-staffed help desk, enabling the department to safely offer first-level IT support roles to qualified inmates. The solution maintained compliance and service quality while reducing operational costs and allowing DOC to shift technical staff to higher-value positions.

Colorado Department of Corrections

Ron Wiseman

IT Manager