Next Generation Monitoring
Here at Southern and Northern Monitoring Services, we understand that great customer service levels and reduced waiting times are the top considerations when choosing your Alarm Receiving Centre. Reducing the time that your engineers and customers wait on the phone when responding to high priority alarms provides you with peace of mind that your monitoring centre has their best interest at heart.
Tell us about the new Smart alarm notification experience
The Smart Alarm Notification Process
This additional layer of monitoring services will capture certain types of information alarms, such as low battery and trouble alarms, and automatically identify them to be dealt with immediately by our smart software.
We will continue to notify your customer in our normal process, cycling through the named key holders and allowing them to select an option to clear the alarm or letting it pass through to the next key holder.
Next Generation Monitoring Frequently Asked Questions
What is Next Generation Monitoring?
Next Generation Monitoring is the future of the security industry, and SMS are leading the way. It includes digitising the alarm handling process to drive customer service, using advanced analytics to reduce false alarm activations and introducing machine learning to improve risk management. Next Generation Monitoring is more than just the introduction of a single technology, but is a nuts and bolts monitoring revolution to be smarter, faster and work from anywhere.
Why are we investing in Next Generation Monitoring?
Southern Monitoring Services and Northern Monitoring Services are committed to providing leading products and services to ensure the security, privacy and resilience of our customers. In a world where risks constantly evolve, security companies need to as well. We are leading the way, and are investing in digitising our whole infrastructure to ensure we provide smarter, faster and from anywhere monitoring.
Which services are being delivered in Next Generation Monitoring?
There are a range of investments we are making to upgrade our infrastructure including:
- Upgrading our servers …
- Automating our informational alarms to improve consistency
- Developing eServices to improve the way we engage with customers
- Investing advanced analytics and machine learning to better process and predict threats
How will my alarm handling change?
We are automating informational alerts to drive consistency and improve response times. This means some informational events will have an interactive digital operator or a text message issued to inform customers. This will only be for informational alarms.
What alarms are scheduled
for upgraded handling?
We are starting with Fail to Test, Low Battery and Trouble Alarms (i.e. minor disruption to panel operations). These are scheduled to be rolled out before Christmas.
How can I find out more?
We would love to hear your thoughts. Please contact firstname.lastname@example.org for more information
How does the new service work?
Discuss calls made, cycling through keyholders, voicemail, options to press on keypad, etc
Why are the keypad response
I.e. 1, 3 & 7 rather than 1, 2, 3? Discuss less mistakes made on option selected...
What if I don't want to have
this service for my customers?
Please call 0844 871 2223/0844 871 2224 to speak to your account manager and we will be happy to discuss this with you.
How am I supposed to let my
customers know about these changes?
We have produced a white-label version of your letter and you can brand this and send it to your customers