Remote and Web Technology Builds New Business Strengths.(Feature)

Remote and Web Technology Builds New Business Strengths

By Karen Duane Johnson

The capability of the Internet and wireless technology opened the doors of endless possibility for remote and Web-based monitoring. Once heavily dependent upon staffed security officers, now this 24/7 monitoring solution relies on the use of real-time technology, including live and recorded video across multiple locations via the Internet, as an aid for security officers. Central stations are seeing increased efficiency and response times due to improved technology. Today the alarm monitoring sector, according to industry estimates, is a $20 billion a year market thanks to the advancements in remote monitoring technology and the diverse role it plays.

One area of dramatic growth was in commercial applications: remote monitoring of temperature from any Web-enabled device; of an electric power distribution network and even boiler and burner monitoring software.

"The commercial applications took off first," said Tim O'Connor, director, Call Center Operations, Ackerman Security Systems, Atlanta. "Remote access commercially is very big right now. Feature-wise, anything we can provide to the commercial client that is automated through the central station, that's what our clients are looking for."

Expanding the reach of monitoring has meant an increase in business for central stations and the companies that provide software solutions. Offering real-time monitoring solutions through which clients can access and manage their security needs is just one way central stations are meeting the demand of technology savvy customers. Customers now have options.

In the case of a burglary incident, they can decide who is alerted first and how, whether through e-mail alerts via the Internet, a personal digital assistant (PDA) or their text-enabled cell phone. Other features offered are the ability to check on an alarm's status, view the system's history, arm or disarm and restrict or allow users. These advanced capabilities are creating a flood of new opportunities for central stations who realize that technology, not manpower, will make the difference for them in the future.

The end-user, according to O'Connor, is embracing the automation which contributes to the lowering of soft costs and overhead. "There are reductions in workforces going on in many industries including ours," said O'Connor. "What the alarm provider has realized is they too would like to reduce costs in order to be more viable in the future--technology has allowed that to happen. Technology is working for all of us."

As technology increases so too does the demand for experienced professionals to manage its use and potential.

"There is a great effort to have central stations become more trained and certified so that the monitoring services meet a certain level of quality," said Chris Moorhead, COO, CMOOR Group, Louisville, Ky. The Central Station Alarm Association (CSAA), Vienna, Va., also continues its push to make sure managers and operators have targeted training. "The Five Diamond program that CSAA offers has trained thousands of operators to ensure the industry has qualified operators with a broader knowledge of their jobs and the entire industry," said Moorhead.

The technology driving this includes the workings of CCPI systems, local area networks (LAN), wide area networks (WAN) and other Web-based software that is browser reachable, according to O'Connor. "PDAs are interacting with our central station as well. Visual video and access control from many manufacturers assists in the total capabilities we have to offer," he said.

Realizing the potential pushing central stations forward, Alarm.com jumped into the arena in 2000 as a technology provider hosting wireless services and partnering with central stations.

"We first started with the wireless Web applications and then began selling to dealers in 2004 with the understanding that people are addicted to the Web using it for everything from banking to what the weather is outside," explained Alison Slavin, vice president of Product Management, Alarm.com, Tysons Corner, Va. "The technology was there on the Web side, we just needed to provide the wireless connection," said Slavin. The company provides its customers with a digital system which feeds and gathers information to and from system sensors between where the system is, the central station and the Web.

Now, customers can be hands-on but off-site in maintaining full control working with their central station.

"With the industry heading towards IP and integrated video, home security means additional features at lower overall costs," said O'Connor, adding that soon customers will be able to have it all at a price that is not prohibitive.

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