Download this case study to find out how Televerde helped Securus Technologies improve customer experience while delivering impressive results such as:
Our Client
Securus Technologies, a subsidiary of Aventiv Technologies, is a leading technology provider in corrections with access to technologies and resources that help prepare the incarcerated for successful re-entry back into society.
It is the largest communications provider for the incarcerated community, offering easy-to-use calling options, video sessions, and e-messaging.
Securus partners with universities, advocates, and other groups to provide free education programs and re-entry resources.
The organization is headquartered in Carrollton, Texas and serves over 3,400 agencies and 1.2 million individuals across North America.
Challenges
Selection Criteria
Securus sought a like-minded partner committed to improving the local community, with strong capabilities and market-leading technologies, and an understanding of their clientele.
Televerde offered the ideal match through their history of employing formerly and currently incarcerated women, prompting Securus to visit one of their engagement centers.
After seeing the program in action, Vice President of Corporate Affairs Joanna Acocella shared her experience with Securus leadership, leading to a partnership between the two companies.
Solution
The two companies collaborated to introduce StellaConnect, which allowed customers to provide agent feedback, creating new value.
When an Indiana facility was quarantined due to COVID-19, Televerde swiftly implemented business continuity plans that included training 45 new service professionals and making technology changes. Aventiv offered support during the transition by offering overtime, nights, and weekends to ensure consumer service was not impacted.
