Inmate Communication Services

The Vendor is required to provide inmate communication turn-key solution with a single point of contact.
- The system shall be a turnkey telephone system and service and shall operate on one platform with one pint of access.
- The system the county is seeking shall include the following features:
1. Fraud management
• Provide a description of the fraud management processes you have deployed on your platform and why you feel the technical approach provides the best detection solution.
• Call recordings can be accessed, call recording capabilities and limitations
2. Reports
• Communication behavior reporting
• Subscription usage analysis reporting
• Common communication reporting
• Linkage reporting
• Organization analysis including inner circle, boss, chain, pattern etc.
• Timeline reporting
• E-mail reporting
• Correlation reporting
• Comprehensive call reporting
• Cell phone forensic reporting
3. Call acceptance
• The systems voice calling capabilities/limitations.
• The systems voice messaging capabilities/limitations.
4. Inmate electronic mail
• System is proprietary and managed within the organization.
• Investigative tools such as word watch lists, translation tools for a minimum of five (5) languages
• System must provide storage of all messages, including pictures, for the duration of the contract
5. Cell phone forensics:
• Forensic extraction of cellular phone data and produce forensic extraction reports as well as intelligence reports from said data from both contraband cellular devices discovered within the county correctional facility and those acquired by office during the course of investigation.
- Customer service
• Live domestic customer service support to constituents 24 hours a day, year round, without exception allowing constituents to set up accounts, make payments, access account information, and resolve issues.
• Domestic full service online support including account setup, payments, access to account information, calculate call rates, and resolve issues (including online CSR chat and email support) via company website.
• Constituents must have the ability to manage phone services, video visitation services, and email services from one centralized web-based portal.
• Other than English and Spanish, provide information related to additional language capabilities, if any.
• System notify the user that they’ve reached call limits
• Features that are available to constituents and inmates to manage their accounts online.
• Responsible for any and all billing disputes, claims, or liabilities that may arise in regards to its provisions of this contract as well as resolution of fraudulent charges.
• Billing to called parties must include the vendor information and a toll-free telephone number to resolve billing disputes.
• Full-time on-site technician to handle tablet and phone repairs issues.