Case Study: Securus Technologies achieves 50% reduction in call center labor costs and boosts automation with Genesys Cloud

Securus - Customer Case Study

Securus Technologies, a Dallas‑based provider of inmate communications serving about 2,200 correctional facilities and over 850,000 inmates, faced aging on‑premise IVR and call‑center platforms that were costly to maintain, couldn’t scale or deliver needed analytics, and contributed to rising labor costs and suboptimal call containment.

Securus migrated to Genesys Cloud’s scalable, PCI‑compliant IVR and outbound services (live in 2010), gaining better analytics and rapid feature rollouts. Results included a 50% reduction in call center labor costs, IVR call volumes rising from 1.8M to over 3.2M monthly, call containment improving to 83%, outbound ports increasing from 50 to 200, and year‑over‑year growth in automated payments and revenue.

Securus

Michele Hughes

Director, Call Center Operations