Telerus Featured in Sheriff Magazine
In the latest Sheriff Magazine, Telerus is featured in a byline article about IVR solutions written by Sheriff Brad Rogers of Elkhart County, IN.
Telerus Profiled in July/Aug Correctional News
To read the full text of the article: Telerus in Correctional News July_Aug 2011
Voice Automation Featured in July/Aug American Jails
To read the full text of the article: AIS Coverage American Jails July August 2011
Voice Response Service Launches Nationwide to Help Jails Cut Costs and Improve Citizen Service
AIS™ automates 80% of incoming calls, saving staff time & ensuring prompt service
DENVER--(BUSINESS WIRE)--Starting today, relief for the staggering volume of citizen phone calls is available for U.S. jails of all sizes from Telerus. Citizen phone calls inundate local jails, devouring resources and exacerbating budget-driven understaffing woes. Answering repetitive questions, staff members frequently sound like broken records while struggling to keep up and maintain job accuracy with other critical tasks such as booking and release. Meanwhile, citizens dealing with horrific situations of arrested loved ones are commonly frustrated by busy signals, extended holds, and no answers. AIS™, the nation’s only hosted voice automation service for jails, is now available on a stand-alone basis for low monthly fees that are affordable for jails of all sizes. This innovative service automates approximately 80 percent of incoming phone calls without jail staffs lifting a finger, resulting in dramatic improvement to citizen service and much-needed budget relief.
“The combination of understaffing and demands from information age citizens for immediate service is problematic at most local jails. We made the substantial infrastructure investment necessary to tackle the problem head-on and are excited to announce that the service is now generally available”
“The combination of understaffing and demands from information age citizens for immediate service is problematic at most local jails. We made the substantial infrastructure investment necessary to tackle the problem head-on and are excited to announce that the service is now generally available,” said Ted Radey, CEO of Telerus, the company behind AIS™. “With many local budgets in disaster mode, jails are already being pushed to do more with less, but citizens still deserve timely access to information. By centralizing calls to an offsite server farm “in the Cloud,” we are able to lower ownership costs to levels that produce immediate ROIs for jails of all sizes. Essentially, we flipped an information system category from cost prohibitive to cost controlling.”
With many jails averaging more than ½ call per inmate per day, volumes accumulate rapidly and few facilities have staffing depths to consistently answer calls on a timely basis. Not only are staff members tasked to handle the substantial volumes, but the calls are largely repetitive and seldom require the critical thinking and subjective determinations that make them feel valued. With AIS™, routine questions about inmate-specific information such as charges, bonds, court dates, projected release dates, and visitation, as well as information about facility policies, are answered in an offsite hosted environment or “in the Cloud.” Staff members are free to focus on other tasks, and with the increasingly popular “Software-as-a-Service” monthly fee structure, jails enjoy immediate returns without break-even periods.
Interactive Voice Response (IVR), the technology behind AIS™, has long been used by large corporations and state and federal agencies, to cost effectively address large volumes of requests for similar information. Until recently, the systems were generally too complex and expensive for practical application at the local jail level. Fortunately, advances in offsite hosted technologies or “Cloud” computing have simplified deployments and dramatically reduced the cost to put IVR well within reach of a variety of local government agencies, including jails of all sizes.
AIS™ achieves outstanding automation rates of more than 80 percent through user friendly interface design that allows callers to simply speak the name of an inmate or type of information desired in English or Spanish. The turn-up process is straightforward and more like traditional phone service than complex software projects. Since AIS™ is available for low monthly fees and without long-term commitments, many facilities are able to bypass cumbersome RFP processes and start offloading their routine calls within a few weeks.
While this marks the introduction of AIS™ as a stand-alone, widely available service, it is already a vital service for numerous facilities that acquired it as part of larger inmate telephone system procurements. Many of these jails, such as the Weld County Correctional Facility near Denver, Colorado, vividly recall the day that AIS™ went live for their facilities. According to Weld County Booking Manager Nicole Morrill, “Our staff couldn’t believe it. It was so quiet, they thought the phone system was surely broken. The difference has been like night and day.”
Telerus Announces AIS 2.0
Telerus announces the general availability of AIS™ 2.0, which stimulates funding of detention facility inmate trust and telephone accounts. AIS™ is exclusively marketed by Securus Technologies, Inc.
AIS™ 2.0 offers inbound callers to detention facilities, such as friends and family members, an option to make a credit card based deposit into an inmate trust account without even hanging up the phone. Funds can then be used by inmates to purchase commissary items such as snacks and personal hygiene items. Friends and family naturally discover the option by calling facilities and need not request toll free numbers or web addresses from facility staff members, nor drive to post offices, money transfer outlets, or facility lobbies.
Trust account deposits can take place from anywhere in the United States and since they have never been more convenient, increased revenues and commissions are anticipated for facilities. Furthermore, AIS™ 2.0 is anticipated to reduce the facility workloads of processing money orders and other types of manual transactions, as well as providing information about deposit options. And with an architecture based on open standards, AIS™ 2.0 can be integrated with any type of commissary banking or jail management software system.
Similarly, AIS™ 2.0 provides friends and families calling detention facilities an option to open a new, or fund an existing, Securus inmate telephone account. Inmate telephone accounts allow inmates to call their loved ones on predetermined phone numbers. Accounts are funded in real time and with the natural AIS menu presentation, facilities are no longer burdened by directing callers to the proper toll free number or web address. With increased convenience, increased revenues are anticipated to follow.
AIS™ 2.0 is the result of years of collaboration with detention facilities across the nation and Telerus is pleased to continue pushing the boundaries of its voice platform and the industry as whole.
Telerus Serves 15 Millionth Caller
Telerus announces that over 15 million callers have now been served by the Telerus Voice Platform (TVP™). Though not a direct competitor, it is acknowledged that the dining establishment McDonald’s USA claims to have served “over 99 billion.” This milestone is admittedly anecdotal and perhaps a little silly, but it illustrates the stability of the TVP™, which continues to raise the bar for voice automaton flexibility and cost effectiveness. The TVP™ empowers tens of thousands of new callers to serve themselves every day. And with automation rates well above industry averages, the TVP™ is helping numerous organizations realize very measurable and real operating efficiencies.
Sheriff Installing Call System
(Source: The Lima News) By Bob Blake, The Lima News, Ohio
Jul. 30--LIMA -- In the coming weeks, the Allen County Sheriff's Office will be switching to a new automated phone system. The new system is designed to help dispatchers be more efficient in dealing with increased call volume, the chief deputy told county commissioners Wednesday. Chief Deputy Jim Everett said the system by Securus Technologies wouldn't cost the county any additional money. The system will be paid for through the fees for collect calls made by inmates, he said.
"What we're trying to do is take some of the call load off of our communications operators so they have more time to answer emergency calls," Everett said. In addition to freeing up time for dispatchers, the new system also has extra benefits for callers and inmates.
"They can, through voice recognition, speak the inmate's name. It would give their visitation time, their bond, their next court time," Everett said. "Plus, with this system, the inmates can actually check the same information. That saves them from having to contact one of the corrections officers." County commissioners Dan Reiff and Greg Sneary approved moving forward with the switch on Wednesday. Commissioner Sam Bassitt was not present.
The move comes as the Sheriff's Office looks to streamline its operations amid the continuing county budget crisis. Sheriff's Office dispatchers also have increased duties handling dispatching duties for a number of other agencies across the county, Everett said. Commissioners on Wednesday approved formal agreements with Bath Township, American Township, Lafayette-Jackson Township Fire Department, Cairo-Monroe Township Fire Department and the Westminster Fire Department for the Sheriff's Office to handle dispatch duties. Commissioners also approved an agreement with Bluffton for the Sheriff's Office to handle police, fire and emergency medical services dispatch duties for the village.
The new phone system should be up and running in eight to nine weeks, Everett said. To see more of The Lima News or to subscribe to the newspaper, go to http://www.limanews.com.
Copyright (c) 2009, The Lima News, Ohio Distributed by McClatchy-Tribune Information Services.
For reprints, email tmsreprints@permissionsgroup.com, call 800-374-7985 or 847-635-6550, send a fax to 847-635-6968, or write to The Permissions Group Inc., 1247 Milwaukee Ave., Suite 303, Glenview, IL 60025, USA.
Telerus Announces AIS™ Enhancements
Telerus is pleased to announce a suite of enhancements to Automated Information Services (AIS™), its voice platform for correctional facilities marketed in tandem with Securus Technologies, Inc.
“Date of Birth Fallback” allows a caller not finding a match to a prospective inmate’s first and last name to search by the inmate’s month, day, and year of birth. If multiple inmates have the same date of birth, the caller may then select from the matched inmates’ names.“Alias Matching” allows a caller to speak an inmate’s nickname, which will be treated synonymously with the inmate’s legal name. For example, a caller could speak “Chuck Jergen,” which would be automatically matched with “Charles Jergen.” To this end, Telerus built and continues to maintain a large name alias database.
“Retry Logic” provides a queue for transferred callers to hold during times when facility staff members are unable to answer calls. Callers are continuously updated with options to continue holding or return to AIS™.
Each of these enhancements is anticipated to positively affect automation rates.
Busy Signals At Jail To Be A Thing Of The Past
By JANELLE STECKLEIN
Herald-Banner Staff
GREENVILLE — On an average day, the Hunt County Jail receives more than 300 calls and inquiries from people seeking information.
Today, all of those calls will be answered by jail employees.
“(The more calls,) the less people you have on the floors,” said Jail Administrator Curtis Neel.
But, in late February or early March that will change as those wanting information on Hunt County’s inmates or jail will have a new and more efficient way to get that information. Busy signals will be a thing of the past.
“If I’m the public, then I don’t want to be put on hold,” said Securus Territory Manager Heather White.
That won’t be a problem starting in late February or early March as callers and inmates seeking information will use a new system called the Automated Information System.
The system will allow callers to state an inmate’s name and then get a variety of public information — including, but not limited to, whether an person is at the Hunt County Jail, when an inmate’s next hearing is, when visitation is, what the inmate has been arrested for and what an individual’s bail is — by a press of a button.
Each jail can choose what information it wants to release to the public, White said.
“We want to try to get as much information (out to the public) as we can,” said Neel.
The system, which is being provided by Securus Technologies, is in about 3,000 jails nationwide, said Jim Sidler, senior director of product management, marketing and communications for Securus. Locally, the Wise County Jail uses the system and in the next few weeks, Rockwall County will also start using the same system, Sidler said.
One of the biggest benefits of the new program, Sidler said, is that people will get information instantly and won’t have to wait for a human counterpart to look it up.
“It increases communication,” he said, noting that studies have shown the better the communication, the lower the recidivism rate.
Neel said the technology will allow him to have more staff on the floor as most won’t be tied up answering hundreds of calls anymore.
But for those that don’t like automated machines, there will still be a person available to speak to, Neel said.
The system will also benefit Hunt County inmates.
Instead of the current process of having to write information requests on a piece of paper, inmates will be able to pick up the phones in their cell and make a free phone call to find out information like their commissary balance, how many visitations they have left and what their bail has been set at. The information provided to the inmate can also be determined by jail staff.
The current inmate response process takes three to five days to get a response, while the new process will be instantaneous, White said.
“It’s a convenience for them to help keep them happy,” White said, explaining that happy inmates lead to a safer and more secure jail.
“It hits everyone in a positive way,” she said.The information system feeds from the jail management system so employees will not have to manually input information about inmates into the new automated system.
“It’s really cool,” White said. “I can’t wait to go live.”
Hunt County Commissioners recently entered into a five year $130,000 contract with Securus, said Hunt County Purchasing Agent Carl Nicholl. That does not include the one time set up fee of $6,000, he said.
“We want to get the best system we can to help the inmate, the public and ourselves,” Neel said.
Laramie County Detention Center Eases Administrative Burden with Automated Information Services™
Contact: Luke Keiser
Voice: 972-277-0325
Fax 972.277.0301
lkeiser@securustech.net
www.securustech.net
Laramie, WY Sept. 14, 2007 – Automated Information Services (AIS™), a hosted IVR application from Securus Technologies, Inc. and Telerus, Inc. was recently implemented for the Laramie County Detention Center.
AIS™ dramatically reduces the numerous phone calls from friends, family, bondsmen, and attorneys that typically consume local detention facility administrative resources. The application also reduces questions from inmates themselves, which are otherwise tedious and distracting for Line Deputies.
AIS™ is a self-service solution that allows the public to call in 24/7 to obtain inmate-specific information such as Charges, Bonds, Court Appearance, Projected Release Dates, Visitation Eligibility, and Commissary Balances. AIS™ also provides general facility information such as location and directions, visitation hours, policies for sending mail and money, property, and prescriptions. Data updates are performed in regular intervals so that information is current.
Speech Recognition and Voice over IP (VoIP) technologies allow outside callers to dial the same number that has always been dialed to reach the Laramie County Detention Center. While AIS™ automates 80-90% of the calls placed to the Center, the remaining 10-20% are transferred to the facility for personal assistance. Inmates access AIS™ through the installed Securus inmate phones. Due to application’s hosted architecture, no additional hardware or wiring is required onsite, nor IT resources to supervise and maintain the application.
The Laramie County Detention Center expects that AIS™ will more than pay for itself by reducing redundant phone calls and the associated cost of those calls. With less time spent on phone calls, the Center will have more resources for complex tasks and projects requiring critical thinking. The Center will also see improved constituent service and fewer distractions for line deputies.
“Some of our AIS™ customers tell us they do not even have to wait for the next fiscal year to implement the application,“ said Rick Dural, CEO, Telerus. “Because the ROI is almost immediate, they can transfer money from their inmate phone system commissions and/or overtime budgets.”
About Securus: SECURUS Technologies is the country’s largest independent supplier of detainee communications and information management solutions, serving approximately 2,900 correctional facilities nationwide. A recognized leader in providing comprehensive, innovative technical solutions and responsive customer service, SECURUS’ sole focus is the specialized needs of the corrections and law enforcement communities. SECURUS is headquartered in Dallas, Texas, with offices in Selma, Alabama; Bedford, Massachusetts; Raleigh, North Carolina; Irving and San Antonio, Texas; Foxboro, Massachusetts; Springfield, Illinois; and Camp Hill, Pennsylvania. For more information, please visit the SECURUS website at www.SECURUStech.net.
About Telerus: Teleurs, Inc. is a leading Interactive Voice Response (IVR) provider specialized in local detention facilities. Telerus’ hosted solutions dramatically improve facilities’ operating efficiency and constituent service with no requirements for space or IT resources. Telerus is headquartered in Littleton, CO with offices in Las Vegas, NV and San Francisco, CA. For more information, please visit the TELERUS website at www.telerus.net.
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Telerus, Inc. Teams with Securus Technologies
Telerus is pleased to announce a multi-year, exclusive agreement with Securus Technologies, Inc. Securus provides telecommunication services to over 2,200 correctional facilities and leads the industry with more patent awards than all of its competitors combined. The agreement will facilitate Securus’ offering of Automated Information Services (AIS™) to its customer base. AIS™ will be powered by the Telerus Voice Platform (TVP™). Telerus is proud of its association with Securus and looks forward to providing a long overdue solution to address various administrative burdens within the corrections marketplace.
