ADT Commercial continues its strategic M&A strategy, expanding its nationwide geographic footprint and deepening its capabilities to serve mid-market, national, and large-scale commercial customers in New York and New Jersey with the announcement it has purchased Deterrent Technologies, Inc., based out of Ocean, NJ.
About Deterrent Technologies
Established in 1982 by David and Carol Hersh, Deterrent Technologies, Inc. has been a pioneer in designing, installing, and servicing comprehensive physical security and life safety systems for complex commercial environments all along the East Coast.
Over the last 40 years, Deterrent Technologies has finetuned its expertise to serve customers across a wide range of industries, including global pharmaceutical firms, healthcare providers, financial institutions, legal businesses, insurance companies, educational, government, and multi-family facilities.
“We’re thrilled to welcome Deterrent Technologies to the ADT Commercial organization and deepen our bench strength as experienced commercial security providers."
"Deterrent’s customer-first philosophy perfectly aligns with our focus on customer service excellence, and we’re looking forward to the success their expertise will bring to the Northeast region,” said Dan Bresingham, Executive Vice President, ADT.
“Deterrent Technologies is very excited to become a part of ADT Commercial. Our philosophy for over 40 years has been geared towards total customer satisfaction, a philosophy that ADT Commercial shares."
"ADT Commercial’s national footprint will allow us to better serve our clients’ growing needs, and lastly, our dedicated team of loyal and hardworking employees will have the benefit of security, growth and the ability to continue serving our customer base,” said David Hersh, President, Deterrent Technologies.
Aiphone, the renowned international manufacturer of video and audio intercom, and security communication products, has announced the addition of the IX-EA IP video door station intercom to its robust IX Series portfolio.
IX-EA IP video door station intercom
The IX-EA from Aiphone is a surface mount, weather-resistant IP video door station, which comes equipped with a 1.23 megapixel fixed color camera that can be programmed to call up to 20 different stations, with three different call level selections. Additionally, video from the IX-EA IP video door station intercom can be streamed to third-party devices using ONVIF Profile S or RTSP.
Additional features of the IX-EA IP video door station include:
SIP 2.0 compliant
White LED for low light illumination
3af PoE compliant
600Ω audio output for paging or communication
For additional customization, sound files can be uploaded for custom messages to be played during certain scenarios. This feature allows users to choose their own sounds for door release, call placed, communication starts and error messages. The IX-EA IP video door station features audible and visual indications for calling, communication and door release.
Power of an enterprise platform
The IX Series features the power of an enterprise platform with the simplicity of a single system - offering scalable enterprise security. IX Series solutions are ideal for commercial sites, industrial facilities, schools, campuses, parking garages, retail, emergency calling, and correctional applications.
Throughout 2020, Aiphone will be celebrating its 50th Anniversary in North America, by thanking and showing their gratitude to customers, dealers, integrators, and employees for providing the opportunity to develop and improve better security and communication solutions.
The Alarm.com Smart Water Valve+Meter is now available to service providers partnered with Alarm.com and its subsidiaries to help protect connected homes and businesses from unexpected water emergencies and steep water bills.
The award-winning device, unveiled at the Consumer Electronics Show (CES) earlier this year, is an affordable, Z-Wave water shutoff valve that combines innovative technology with high-quality plumbing hardware. Leveraging critical system and occupancy data helps the Smart Water Valve+Meter intelligently respond to large leaks, small drips and leaky appliances that cause billions of dollars in property damage every year.
Preventing water damage
“We are big fans of the Smart Water Valve+Meter because of the insight it provides, especially around how much water is being used and even wasted at times,” said Matt Madden, project manager at Superior Alarm & Electronics.
“The data it provides can help customers be more aware of their water use and costs. Another crucial aspect is its ability to detect and react to water leaks of any size and alert the customer via the mobile app. You can’t put a price on peace of mind.” Designed and developed by Building36, a subsidiary of Alarm.com, the Smart Water Valve+Meter quickly identifies excessive or continual water flows to help prevent water damage, as well as health and safety issues that often result from prolonged low-volume leaks.
Water management solution
Property owners get mobile alerts about excessive water usage to avoid higher water bills
As part of the Alarm.com Water Management solution and overall ecosystem, users can manage everything remotely through a single point – the Alarm.com mobile app. Property owners get mobile alerts about excessive water usage to avoid higher water bills and real-time water use data to guide conservation efforts in their homes and businesses.
“Our comprehensive water solution that includes the Smart Water Valve+Meter makes homes and businesses safer from damaging and costly water problems,” said Jeff Bedell, chief strategy and innovation officer for Alarm.com. “The advantages of having a robust ecosystem of connected devices make it easy for our partners to deliver solutions that help their customers protect the things they care about most.”
Integrator and installer benefits
The Alarm.com Smart Water Valve+Meter has earned multiple awards this year. It received a 2020 SIA New Product Showcase award and a 2020 Security Sales & Integration Most Valuable Product award, for its unique design, function and integration features, such as:
Automatic water supply shut-off when leaks are detected
Remote control and automation as part of Rules or Scenes from the mobile app or customer website
Durable, high-quality manufacturing and materials
Monitoring for tiny leaks without the need to shut down the water supply to a property
Real-time view of water consumption
Patterns behavior to identify and signal when water use differs from normal
There are numerous integrator and installer benefits as well, including over-the-air firmware updates to reduce post-installation customer visits and support costs.
ADI Global Distribution, a wholesale distributor of security, AV and low-voltage products, announces the availability of its 2020-2021 Pro AV & Smart Home Solutions catalog. This dedicated reference guide brings together top selling products from the pioneer brands to help dealers build complete, integrated solutions.
Available in print and digital, dealers can get a copy of the Pro AV & Smart Home Solutions catalog at their local ADI branch, or can view it online. The ADI Pro AV & Smart Home Solutions catalog offers more than 130 pages of detailed product information from over 40 suppliers.
Smart home market
This specialty catalog highlights the value-added services available at ADI including Systems Design, Project Registration, IP Programming and more. "As the AV and smart home product categories continue to grow at a rapid pace, ADI is committed to ensuring our dealers have access to the right products to capitalize on these growth opportunities," said Marco Cardazzi, vice president of global marketing at ADI Global Distribution.
ADI offers additional resources to help dealers stay ahead in the AV and smart home market
"The Pro AV & Smart Home Solutions catalog showcases our offering, and was designed to help dealers sell, design and deliver a connected experience." ADI offers additional resources to help dealers stay ahead in the AV and smart home market. With 108 branch locations and nine distribution centers across North America, ADI offers the largest in-stock inventory, competitive pricing, delivery options, flexible terms, monthly sales promotions, training events and more.
Connected home experience
In addition, ADI recently launched a redesign of its Digital Branch to make browsing and purchasing online at ADI easy. Dealers can shop for AV and smart home products through the Digital Branch, and a dedicated interactive smart home landing page provides a room-by-room product tour to help them design the ultimate connected home experience.
Along with the Pro AV & Smart Home Solutions catalog, ADI produces the Ultimate Product Guide - a quarterly catalog in the U.S. with more than 400 pages of product information, and a semi-annual catalog in Canada with over 300 pages of product information.
Nowadays, everything seems easier in the matter of surveillance. Sophisticated technology safeguards our valuables for us without asking for anything in return. But what if it’s not true? What if it comes with a price? Video surveillance systems are a popular way to keep the property under constant control. It’s not rare that the technological sophistication of these systems puts us in awe. They make us feel, and be, safe.
Yet, there are doubts when it comes to ensuring privacy. And these worries are understandable. Privacy abusers wait around every corner. Some of the fish for data coming from our monitoring systems. Should we then give up and go back to the in-person property guarding? Not really. Countless advantages make an intelligent video surveillance system worth trying. How to find the best solution within the video surveillance systems? Which system is the most secure in protecting us from the threats of privacy abuse: in-house processing unit, or the cloud?
Desire for safety
Every human wants to feel safe. At the bottom of Maslow's "Needs Hierarchy," there are two most essential points. We desire to fulfill our physiological necessities - the need for food, water, warmth, and rest. In the second place, also fundamental is a need for security.Security doesn’t only mean keeping burglars away from the property Today's fast-paced world changes its outer expression, yet the significance of security is constant. We crave to feel safe and we are ready to do a lot to achieve it.
The core truth to begin with when it comes to security is its definition. Security doesn’t only mean keeping burglars away from the property. If it did, we would be content with any camera surveillance system, regardless of its privacy threats. The issue is more complex. Humans value their privacy. Not only keeping our valuables safe but also being away from the sight of others matters to us. We put efforts to protect our privacy, whether it comes to houses, businesses, or sensitive data.
Why is it so important? Ongoing cases of privacy invasions prove that data finds "new owners" very fast. These data takeovers can result in a major inconvenience and robbery on a large scale. Main privacy threats are information collection, processing, dissemination, and invasion. We want to protect data obtained by video surveillance systems. Privacy and security are sometimes compared to water and oilThese are, for example, video registrations, times of entrance to the property, number and identities of visitors, etc.
Privacy and security are sometimes compared to water and oil. They say you can have security but you’ll lose privacy. They say you can have privacy, but you’ll lose security. These common convictions inspired a new generation of companies to create privacy-first security solutions. They are, in other words, security systems focused on not sacrificing privacy.
Most of the time, popular video surveillance systems but at the same time insecure when it comes to privacy are running on the cloud. There has been a long discussion about its safety and it continues to raise privacy concerns. These systems too often fail in ensuring privacy, and they are vulnerable to hacking. Ring, Nest, and other home security companies experienced compromising mishaps on a large scale. It's not a secret that some cloud-based companies partner up with police departments. Also, if your data is too available, tech companies can sell it to advertisers.Data uploaded onto the cloud is exposed for anyone to meddle with
Data uploaded onto the cloud is exposed for anyone to meddle with. According to the book The Age of Surveillance Capitalism_ The Fight for a Human Future at the New Frontier of Power by Shoshana Zuboff “Nest takes little responsibility for the security of that information and none for how other companies will put it to use. In fact, University of London legal scholars Guido Noto La Diega and Ian Walden, who analysed these documents, reckon that were one to enter into the Nest ecosystem of connected devices and apps, each with their own equally burdensome terms, the purchase of a single home thermostat entails the need to review nearly a thousand contracts.” Security and privacy vanish once a smart home system enables remote access.
In-house processing units
It all leads to the conclusion that keeping data in the in-house processing unit is safer and more private. It keeps us away from the eyes of governments, corporates, advertisers, and hackers. And since the market is proactive, solutions in that department came fast. Thanks to the advances to the internet of things (IoT), edge computing, and machine learning, it will be possible in the near future to find different surveillance private-secure systems on the market. A privacy-centered "architecture" processes and stores camera footage inside the propertyThey will combine the most advanced technology with sophisticated privacy protection. In the in-house option, a privacy-centered "architecture" processes and stores camera footage inside the property.
For example, one Seattle-based startup is working on a solution that uses specialized IP cameras that work in groups with an edge computing device. An AI (artificial intelligence) algorithm analyses all the footage taken by the cameras. Once it detects anomalies, it notifies the final user. Those systems don't upload any of the customers' data to the cloud, they keep privacy and all the information at the customer's home. The in-house processing unit can learn to differentiate what its user marks as important. The system captures and saves only those pieces of information.
Smart surveillance systems
To give an example: users who wish to know when their dog is outside can set the cameras to detect it. If they wish to turn a blind eye to burglars, they are free to do it. Smart surveillance systems work with facial matching and pose detection technology. They can detect individuals that haven’t logged on to the system. This tool respects an ethical protocol. It isn’t sensitive to a specific gender, race, or age. Its purpose is to detect behavior identified as suspicious without targeting individual identities. By identifying people who aren’t a part of your daily routine, the system cuts any kind of security risk.
The in-house processing unit video surveillance systems "do the watching" for you. The newest in-house processing unit video surveillance systems will sharpen the feature of crucial importance - privacy protectionThat revolutionises the way we think about security. The system that integrates all the security visual sensors into the “brain” of the system is the smartest and safest idea on the market. This “brain” later decides whether to notify the user about the potential danger or let it go. It deletes every irrelevant piece of data on the spot. This kind of cognitive machinery saves both your time and bandwidth. Thanks to them, you get rid of unnecessary alerts.
The newest in-house processing unit video surveillance systems will sharpen the feature of crucial importance - privacy protection. The newest technology offers a plenitude of sophisticated surveillance methods. Our task is to choose the right one. The one that not only protects our properties and valuables but also our privacy.
We still have some way to go before we see 5G service rolled out as a UK-wide service, but we can discuss future implications of 5G, and how it can improve device capabilities once its widely accessible.
The impact of 5G lies within the increase in the amount of data that can be transferred between smart home devices through a cloud-based system. By utilising the cloud’s mass computing power and its ability to process data in larger capacities, we are able to receive more in-depth analytics that can help improve smart home devices by making them faster, more informed and intelligent.
Will 5G boost innovation in the smart home market, if so, how?
Innovation using 5G can be shown with current smart home CCTV systemsAn example of innovation using 5G can be shown with current smart home CCTV systems. Products at present allow you to use functionalities such as motion detection. As it stands, this is a basic form of monitoring that monitors changes in picture and notifies the owner when something unusual has happened.
Once 5G comes into play, the video data captured can be sent off to the cloud, interpreted in more detail, and can allow the system to conclude whether the movement is from a human, object or animal. Facial recognition could also come into play here, providing a more seamless service when reporting incidents to the police.
Similarly, you can use data from various different devices within your home to toughen security measures. A video camera used in conjunction with a presence or heat detector can eliminate small errors by providing the ‘bigger picture’ with more data points to work with - an amalgamation of all smart devices used in tandem.
We can’t solely rely on smart devices to make decisions for us, but what we can do is improve device processing so that by the time we step in, we already have all the necessary information to assess the appropriate call to action.
What will 5G enable homeowners to do within their homes?
Smart homes using 4G currently operate in a fragmented fashion, incorporating Wi-Fi, Bluetooth, and other network protocols. Unlike 4G, 5G will work with low-power devices, making it useful for a broader array of connected products. This means that all devices we will be able to connect any internet connected product in order to allow integrated communication between all devices.
Can be connected to work together in conjunction with your home system
Your fridge and other kitchen appliances, for example, can be connected to work together in conjunction with your home system to create an entirely automated home. If your freezer is internet connected, you may get a notification if it loses power, but as everything else is also connected within your home, you will be able to determine whether it is a power fault or product fault straight away. Faster connectivity means that users can quickly take advantage of the data their smart devices provide, such as water use sensors which can monitor levels and allow for behavior changes to curb water usage
The same can be applied with vehicles. Cars in future will be autonomous and include an integrated dashcam which can then be connected to your security system to provide added security on-site in the peripheral of your home, alerting you to potential intruders before they reach your front door.
Indoor positioning is, in many ways, an inside version of the satellite-navigation apps we rely on for outdoor navigation, but with an added twist – it can also be used to help locate people and things.
Let’s say you’re at home and misplaced your car keys, or you’re in a grocery store and can’t find your favorite brand of coffee. Or maybe you’re working in a factory and need a particular tool from a storage bin, or you’re a site manager dealing with an emergency and need to make sure everyone’s exited the building. Indoor positioning helps in all these situations, because it can locate items and guide you to where they are.
The importance of “where”
Knowing where an asset is located in real time is useful in many ways. In industrial settings, it improves item utilization rates and saves time spent searching for things. It opens the door for a new level of “just in time” efficiency on factory floors, and for inventory management in warehouses and retail environments. Safety is another benefit of accurate location, because knowing where people, automatic guided vehicles, and robots are in real time can help prevent accidents and keep people out of harm’s way. Accurate location in real time also enables contextual decision-making, so your smart house adjusts your stereo automatically as you move from to room or lets you control objects by simply pointing at them.
Lets you control objects by simply pointing at them
Security authorisations based on location is another possibility. Precise real-time location is something that can be hard to fake, so it can be used to restrict access to an area or used to add protections based on where an asset sits, where a piece of data resides, or the origination point of a communication.
Getting the technology right
Developing an effective technology for indoor positioning requires several things. To begin with, location readings needs to be very precise, with accuracy down to as small an area as possible. The technology has to be secure, because location often needs to be kept private. The technology has to be reliable, even in harsh environments, and easily scalable, too, so it can address the thousands of people and assets in large venues. It has to be low power and affordable, so it can be embedded in everything from high-end, complex devices like smartphones to low-end, simple devices like asset tags. And, of course, the technology has to have latency low enough that it can track movement in real time.
Various wireless technologies, including Bluetooth and Wi-Fi, are already used for indoor positioning, but they don’t deliver on the full set of requirements, especially in terms of accuracy. A different kind of wireless, called Ultra-Wideband (UWB) checks all the boxes. It has the potential to change the way we do all kinds of everyday tasks.
What is UWB?
UWB is based on the IEEE standard 802.15.4a/z, which has been optimized for micro-location and secure communication. UWB is highly accurate. It can pinpoint people and things to within just a few centimeters, making it 100 times more accurate than the current implementations of Bluetooth Low Energy (BLE) and Wi-Fi.
UWB is reliable because it has high immunity to various types of interference, including multipath, which is when a wave from a transmitter traveling to a receiver by two or more paths causes interference.
UWB also offers very low latency, with update rates of up to 1000 times per second and readings that are as much as 50 times faster than satellite navigation. UWB is also implemented using mainstream technology, so it’s both affordable and optimized for low power. Lastly, UWB leverages distance-bounding techniques defined by the IEEE to provide a level of security that makes it extremely difficult to hack.
Ultra-Wideband (UWB) checks all the boxes
How is all this possible? Physics! UWB out-performs other location technology because, unlike Bluetooth and Wi-Fi, which transmit narrowband signals and use Received Signal Strength Indicator (RSSI) to determine location, UWB transmits wideband signals (500 MHz) and uses Time-of-Flight to determine location.
Already in 40+ verticals
UWB is already bringing value to products and services in more than forty verticals covering the consumer, automotive, industrial, and commercial market segments. For example, it brings operational visibility to manufacturing and logistics, helps businesses protect workers, and reduces safety-management costs. UWB also lets robots and drones self-navigate, and enables secure, hands-free access to cars, front doors, and other secure locations. It even helps with contact tracing and social distancing in the fight against COVID-19.
Now in smartphones
Recent adoption in smartphones means UWB is ready to grow quickly. Developers are using UWB as part of new services, with an eye toward making various everyday activities more convenient and safer. With UWB as part of smartphone apps, purchases will be more secure, accessing your car will be possible without a key fob, and misplaced items won’t stay hidden for long. Retail outlets will use location for targeted marketing, and finding things on store shelves will be easier than ever. Home automation will become seamless, and friends and family will be easy to find even if they’re in a crowd.
The question of interoperability
Having UWB in smartphones is an important first step
Having UWB in smartphones is an important first step toward making UWB an everyday part of life, but interoperability is another key factor, since smartphones have to interact with a wide range of other devices and services.
That’s where the FiRa Consortium comes in. Launched just over a year ago, the FiRa Consortium is a member-driven organization of market leaders from the consumer, mobile, industrial, enterprise, and semiconductor industries. FiRa members work collectively to define the future standards that will make interoperability across UWB products a reality.
With FiRa making it possible for developers to use UWB in all kinds of new ways, the future of indoor location is really only limited by the developer’s imagination.
As a cloud-based platform for service providers in the security, smart home and smart business markets, Alarm.com has adapted quickly to changing conditions during the coronavirus pandemic. In the recent dynamic environment, Alarm.com has kept focus on supporting their service provider partners so they can keep local communities protected.
“We moved quickly to establish work-from-home protocols to protect our employees and minimize impact on our partners,” says Anne Ferguson, VP of Marketing at Alarm.com. The Customer Operations and Reseller Education (CORE) team has operated without interruption to provide support to partners. Sales teams are utilizing webinars and training resources to inform and educate partners about the latest products, tools, and solutions. Alarm.com’s partner tools are essential for remote installations and support of partner accounts.
Helping customers remain connected
Adapting to challenges of the coronavirus pandemic, Alarm.com is further investing in solutions that help customers remain connected and engaged.
The company has created a resource hub called “Succeeding Remotely” that provides tools, tips and news links that partners can use to adapt their business operations. From adjusting sales and installation techniques to maintaining cellular upgrades, Alarm.com is helping partners stay connected to customers remotely, keep their teams trained, and address rapidly evolving customer concerns without rolling trucks.The company has created a resource hub called “Succeeding Remotely
“Additionally, after seeing all that our partners are doing to support their local communities in need, we were compelled to highlight those efforts with ongoing videos called Good Connections, which we’re sharing with our partner community to spark more ideas and ways to help,” says Ferguson.
“Though our partners have experienced varying degrees of disruption to their business, we’re inspired by their adaptability, ingenuity and resilience,” says Ferguson. “Along with establishing proper safeguards for operating in homes and businesses, our partners are leveraging our support resources more heavily, while our entire staff has worked tirelessly to deliver new, timely resources.”
Alarm.com partners are successfully employing Do-It-Together (DIT) solutions, focusing on 3G-to-LTE upgrades, and pivoting to new verticals like commercial and wellness. Many are also streamlining their business operations and taking advantage of virtual training opportunities to enhance their technicians’ skills and knowledge, says Ferguson.
Do-It-Together installs involve depending on customers to perform part or all of the installation process. Partners can send customers fully configured kits with mounting instructions, or technicians may guide customers on a remote video call. Alarm.com’s tools, training and products help partners modify remote installation options depending on each customer’s needs.
End users can validate the Alarm.com Smart Gateway with their central station that sensors they have mounted were done correctly using the Alarm.com mobile app
Alarm.com Smart Gateway
For example, the Alarm.com Smart Gateway can be pre-configured with indoor and outdoor cameras for easy customer installation and to reduce the likelihood of future service calls. Also, end users can validate with their central station that sensors they have mounted were done correctly using the Alarm.com mobile app. “DIT is helping our partners continue onboarding customers and avoid backlogs,” says Ferguson.
“We’ve been pleasantly surprised by the resiliency and level of future investment that our residential and commercial partners have shown in the face of adversity,” adds Ferguson. For example, a significant number of business customers have used the slow period to install systems that are typically too disruptive to put in during normal business hours. Similarly, service providers are adopting new technologies or business models, such as cloud-based access control. “They’re often saying to us, ‘I’m going to take this opportunity to make changes to improve our business,’ and have been working closely with us on training and business consulting to support their efforts,“ she says.
Shift to the cloud
Ferguson sees a growing preference for cloud-managed surveillance and access systems over ones that have historically been run on-premise. The technology itself is attractive, but especially driving change is the enhancement to the daily lives of service providers and customers, which have been strained during this time. “The foundational benefit of our cloud-based solution is the hassle-free, seamless customer experience it delivers,” says Ferguson. “We make this possible by taking ownership of the servers, software maintenance, firmware updates, health monitoring, and more. With cloud technology, these aspects become invisible to the customer and take a lot off their plate, which is more important than ever.”
End users can take advantage of Smart Tip video tutorials to help with DIT installations, or they can use the Alarm.com Wellcam to connect with loved ones anywhere.End users can take advantage of Smart Tip video tutorials to help with DIT installations
Partners can attend training workshops focused on remote installation tactics, while driving consumer interest in new offerings through Alarm.com’s Customer Connections platform. The goal is to make it simple for partners to stay connected to their customers to maximize lifetime account value.
“We are well-positioned to endure the pandemic because of the strength of our partners in their markets along with our investments in technology, hardware and our team,” says Ferguson. “As restrictions slowly lift, there is cautious optimism that the residential, commercial, property management, plumbing/HVAC, builder and other verticals will recover quickly. We believe that as more partners adopt the DIT model and add commercial and wellness RMR, they will find increasing opportunities to deploy security, automation, video, video analytics, access and more throughout their customer base.”
J.D. Power is a well-known name when it comes to measuring customer satisfaction, and they have been measuring satisfaction in the home security industry since 2016. Changes affecting the marketplace – both in terms of disruptors and technology – make this a unique time. For example, in 2019, J.D. Power expanded the Home Security Satisfaction Study to not only measure the traditional pro-install/pro-monitor companies, but to separately evaluate self-install/pro-monitor brands.
“At J.D. Power our rankings are meant to support an industry in two key ways,” says Christina Cooley, J.D. Power's Director, @Home Intelligence. “First, we provide consumers who are shopping for products and services with a ‘report card’ of who provides customers with high levels of customer satisfaction. Second, we provide companies with actionable insights to help them prioritize their initiatives to improve and maintain high levels of customers satisfaction that drive loyalty and growth.”
Differentiating between companies
The traditional Pro-Install/Pro-Monitor companies are challenged to differentiate from one another
In home security, J.D. Power is in a unique position to report on the changes taking place in the evolving industry. The 2019 rankings show that the traditional Pro-Install/Pro-Monitor companies are challenged to differentiate from one another, as each have their individual strengths and opportunities, but overall the score range is relatively tight. On the do-it-yourself (DIY) side, there is more differentiation. A set of brands has been able to challenge the traditional industry by achieving extremely high customer satisfaction levels.
Price is always an important factor that impacts customer satisfaction, whether for security or another market J.D. Power serves. The equation is simple, says Cooley: Does the price paid equal the value the customer feels they have received from the product or service?
“For Home Security, we didn’t specifically look at price until this year,” says Cooley. “With the changes that have occurred in the market, price can be a differentiator as we’ve seen with the emergence of DIY-installed systems. However, lower pricing does not have a direct relationship to quality of service.”
The price factor
For example, there are some higher-priced pro-installed brands that perform lower on customer satisfaction than lower-priced competitors. And DIY-installed systems as a whole are less expensive, and price is the customer satisfaction driver in which the DIY segment most outperforms the pro segment.
Price is the customer satisfaction driver in which the DIY segment most outperforms the pro segment
The equation is: Performance minus Expectations equals Customer Satisfaction. “Obviously, price point will be a factor in the purchase decision and the expectations the customer has about the product and service,” says Cooley. “Any pro or DIY system has the opportunity to differentiate the customer experience regardless of price point.”
There are clear differences in the pro vs. DIY experience, which is why J.D. Power evaluates the brands in separate rankings. However, Cooley says the drivers of satisfaction are consistent across both groups. The key to each group goes back to the equation above.
Evaluating the purchase process
For the both pro and DIY companies, J.D. Power evaluates the purchase process the same. Though the customer may take a different path to purchase based on the offering they seek, the drivers are still the same:
Usefulness of information provided
Reasonableness of contract terms
Professionalism of sales representative
Ease of purchasing home security system.
For installation, there are clear differences. DIY systems are evaluated based on:
Ease of completing installation
Quality of installation instructions provided
Timeliness of receiving home security system.
Pro systems are evaluated based on:
Professionalism of technician
Timeliness of completing installation
Quality of work performed.
Interestingly, purchase and installation are the customer satisfaction driver where both pro and DIY providers (as a whole) are most closely aligned on performance.
The price a customer is paying must align with the quality of the system they receive
What drives a customer to purchase a home security system initially will often be very different than what will keep them as a loyal customer, Cooley notes. The price a customer is paying must align with the quality of the system they receive, and the service provided through the professional monitoring and customer service. “With the expansion of home security offerings, it’s more important than ever for home security companies to understand the motivations, intentions, and usage patterns across different customer segments to ensure that regardless of the decision to go pro or DIY-install, they are able to meet their customers’ needs and differentiate in the very competitive market. The J.D. Power Home Security Study provides these actionable insights.”
The study is focused on the companies/brands that comprise the top two-thirds of market share in each segment, pro and DIY installed. A number of the brands included may work with local dealers or retailers for sales and install, but the customer is essentially evaluating those services as part of the system purchased. It is one and the same from the customer’s perspective, and the sales/install process can either delight or frustrate a customer from the beginning, which can then set the foundation for the entire experience moving forward.
Reasons for shopping for a security system tend to differ between pro and DIY shoppers:
Both sets are most focused on wanting a newer, more up-to-date system
Between the two, pro customers are more often moving into a new home or wanting to take advantage of a discount or bundling opportunity with other products
For DIY customers, they are shopping for a system to give them more peace of mind and to protect their property.
Reasons for selecting the provider also vary:
A pro company is often selected based on brand reputation or a special offer/promo
A DIY company is primarily chosen based on price or a positive review.
In terms of brand image, we see that customers see both pro and DIY providers similarly in terms of reliability. However, when it comes to being customer-driven, DIY providers receive higher image ratings compared to pro-installed companies.
Security’s intersection with consumer electronics is on view at CES 2020, the world’s largest technology event, Jan. 7-10 in Las Vegas. The giant show features more than 170,000 attendees, 4,500 exhibitors and 1,100 industry thought-leaders featured on the CES stage.
A range of technologies will be on display, from artificial intelligence (AI) to 5G, vehicle technology to AR/VR (augmented and virtual reality), robotics to home automation. Security plays a prominent role, too.The impact of this event for the smart home could be about delivering home analytics and enhancing privacy"
Smart home market on the forefront
The smart home market is a major focus. “For the smart home market at CES this year, we expect to see numerous announcements regarding home awareness,” says Blake Kozak, Senior Principal Analyst at IHS Markit. “This will include brands offering up additional analytics for consumer security cameras with a focus on edge-based solutions.”
“The impact of this [event] for the smart home could be about delivering home analytics and enhancing privacy through cloudless architectures and new electronic door lock approaches,” he adds. An example of cloud analytics is the Resideo Home app, introduced in December, which will make whole-home monitoring possible for four critical networks of the home – water, air, energy and security. Resideo promises a “simplified and integrated smart home experience.”
Video is also prominent at the show. “For cameras, we can expect to see more cameras focused on the outdoor space and possibly new form factors for video doorbells,” says Kozak. Familiar security industry brands exhibiting at CES 2020 include ADT, Ring, August Home and Yale (both part of ASSA ABLOY), Bosch and Alarm.com.
Focus on Cybersecurity
In 2020, companies will continue to focus on solutions for protecting consumer data"
Cybersecurity is an aspect of many of the devices on display at CES. “Device security and data privacy play a key role in the adoption of connected devices,” says Elizabeth Parks, President, Parks Associates.
“Consumer security concerns for smart home products will continue to be a barrier to adoption in the U.S. and Europe, and these concerns can actually intensify with device adoption-71% of U.S. smart home households are concerned about cybersecurity. In 2020, companies will continue to focus on solutions for protecting consumer data. One big area of interest is protection on the network router, providing whole home solutions, which are very appealing to consumers.”
“At CES we will see the traditional players introducing new DIY (do-it-yourself) products, as well as new players announcing new product features, services, and partnerships,” Parks adds.
Smart access control
Smart locks will be among the security products at CES 2020. For example, PassiveBolt, a lock company, will show the Shepherd Lock, a touch-enabled smart lock with enhanced security through sensors and AI. The add-on lock converts existing locksets into touch-activated devices. Another lock manufacturer is Kwikset, whose door locks and door hardware include Wi-Fi-enabled smart locks, Bluetooth-enabled smart locks, keyless and keyway-less locks and connected home technology.
Video doorbells, including industry-innovator Ring, have been a hit in the consumer market. At CES, Ring will expand the mission to make neighborhoods safer by creating a “Ring of Security” around homes and communities with a suite of home security products and services. The “Neighbors by Ring” app enables affordable, complete, proactive home and neighborhood security.
Homeguard offers a range of affordable CCTV solutions for home and small business
DIY CCTV demonstrations
DIY security systems are another market. Homeguard is a leading DIY consumer brand offering a range of affordable CCTV solutions for home and small business, including wired and wireless CCTV kits, smart cameras, home alarm systems and wire-free HD CCTV kits.
Swann Communications is also at the forefront of surveillance and monitoring with new products developments including wire-free HD cameras and doorbells, professional CCTV video surveillance systems, and 1080p full HD systems with “True Detect” heat and motion sensing.
AVTECH, and subsidiary YesGo Tech, will demonstrate a compact Wi-Fi home security set, a series of special cameras with face recognition, thermal detection and license plate recognition, customized central management software and a university ID tag that is compatible with access control, OEM and ODM opportunities.
Security and automation solutions
D-Link’s home networking, security and automation solutions will help consumers connect, view, share, entertain, work and play. SECO-LARM, manufacturer of a Room Occupancy Monitor that shows whether a room is in use, has a line of keypads and proximity readers with built-in Bluetooth for convenient access.
Another smart home security solutions provider, Climax Technology, integrates wireless security, home automation, energy management, home emergency monitoring and live visual monitoring.
Personal safety mobile application
Manufacturers are positioning outdoor cameras as deterrents to theft before a burglary happens"
WaryMe designs and develops a personal safety mobile application to improve a user’s security in public places, schools, transports and companies by addressing major risks such as terrorism attacks, intrusion, fire and even industrial accidents. An all-in-one mobile application integrates alerting, crisis management and mass notification features.
“Market players are looking to expand beyond established smart home devices like smart thermostats and networked cameras to products like smart water leak detectors, smart pet feeders, and smart air purifiers,” says Elizabeth Parks. “Manufacturers are positioning outdoor cameras as deterrents to theft before a burglary happens. This trend is part of a broader security marketing effort to extend the perimeter of home security beyond traditional home access points.”
“Familiarity with smart home devices lags behind familiarity with smart entertainment products; it even lags that of smart speakers, which are quite new in the market,” adds Parks. “In 2020, we will see players working to advance the visibility and marketing around device integration, and specifically focus on use case scenarios around safety, security, and convenience, which have always been the primary drivers of adoption of these types of products.”
Hicking Building RTM Company Ltd has teamed up with Videx Security and Joes UK Limited to solve a major door entry issue for a large residential complex. The Hicking Building Ltd. is a Nottingham-based development comprising 329 self-contained flats, managed by property agents Walton and Allen.
Many residents were struggling with a call issue because the existing intercom system developed a fault which meant residents weren’t receiving calls from the system panels. Because of this, tenants were missing visitors and deliveries with people thinking they weren’t home.
Videx GSM 4812 intercom system
Installer Joes UK Ltd. was tasked with finding a suitable intercom system
Installer Joes UK Ltd. was tasked with finding a suitable intercom system that would also work in conjunction with the existing access control system, where the fob entry element of this was working normally.
Joe, who owns and manages Joes UK Ltd., said “The system installed is a very old system and we were struggling to source the repair parts needed to fix the calling issue tenants were experiencing. To fix the problem and reduce the risk of the issue happening again, I recommended the installation of a digital audio GSM 4812 intercom system by Videx that could work concurrently with the fob entry function of the existing solution.”
He adds, “With the Videx GSM 4812, when someone calls a specific apartment the call is automatically directed to a registered phone number of the tenant’s, which is usually their smartphone. They now will never miss that important visitor or delivery and are made aware of who has visited even when they are not there and can authorize entry if they wish, while away from their home.”
Parallel operations with software-based fob entry solution
The Videx system works alongside the existing software-based fob entry solution that residents have used for many years. Mobile phones are now the handset of choice for the majority of people and as they are enabled with Wi-Fi calling, there’s no need to worry about poor mobile signal. If the existing fob system also developed a fault and stopped working, the Videx GSM system includes a preinstalled fob reader so it would be easy to switch this over to the GSM solution.
Mark Gibbon, Sales Manager at Videx Security, said “The GSM system is the ultimate entry system of convenience that also provides maximum security too. There’s no infrastructure or wiring involved; it’s very easy to set up and use.”
The GSM system is the ultimate entry system of convenience that also provides maximum security
Mark adds, “It’s a win-win situation for both the resident and management company because it means residents won’t have to stay home waiting for a delivery, or miss a visitor, as they can answer the call to their apartment from anywhere in the world. For management companies, our GSM solution offers a fixed cost and minimizes the risk of call outs because there’s no handset maintenance involved.”
Remote event log with online access
A really useful feature of the GSM system is that it also carries a new remote event log that can be accessed online, allowing events to be viewed in real time, on the move via a phone, tablet/laptop. It’s a great security feature because it’s where a record is kept of calls, gate/door openings and much more.
What’s also useful is that alerts can be programmed where an email will be sent should that alert be triggered. For example, if the gate or door is opened out of normal hours or if the registered number for a flat or property is changed too frequently - any unusual activity is flagged.
Allot Communications Ltd., a global provider of innovative network intelligence and security-as-a-service (SECaaS) solutions for communication service providers (CSPs) and enterprises, has announced that a Tier-1 telecom operator in APAC has selected Allot HomeSecure to provide consumers with zero touch clientless cyber security and parental control services, to protect the CPEs/routers and devices in their homes.
The HomeSecure solution will be deployed in CPEs provided to consumers by the operator, and in the operator’s cloud-native environment. The services are expected to be made available to millions of the operator’s fixed broadband customers. The operator has ordered an enterprise-wide perpetual license from Allot.
According to the Microsoft Security endpoint threat report 2019, the malware encounter rate in APAC was 1.6 times higher than the global average. In light of these conditions, Allot HomeSecure gives telecom providers in APAC a unique opportunity to deliver zero-touch, fully automated services that protect their customers while generating supplemental revenues.
Security for home IoT and smart home devices
Allot HomeSecure provides security for home IoT devices and smart appliances
Allot HomeSecure provides security for home IoT, smart appliances, and the devices connected to the home network. It integrates into the existing home router with the addition of a thin software client that provides home network visibility, cyber security and parental controls without the need for any configuration by the consumer.
Allot HomeSecure uses AI to identify and profile connected home devices and to detect and act upon anomalous device behavior. HomeSecure has the option to be managed from an easy-to-use app for every household that gives consumers control over their network security and parental controls.
“Our customer in APAC sees anti-malware protection for all home-connected devices and parental controls as basic requirements for any offering they provide to their millions of fixed broadband customers. HomeSecure gives them a single zero-touch clientless solution that satisfies both of these demands,” said Ran Fridman, EVP Global Sales at Allot.
Based in the affluent district of St John’s Wood, Collection Place is a high specification development comprising 14 luxury apartments, built nearby the infamous Abbey Road studios.
Home automation and integration specialists, Advanced Integration (AI) invited Comelit to present custom door entry systems, as part of a security upgrade program of works. Specification included bespoke brass video flush panels with video monitors and smart capability to manage from a cellphone, incorporating full links to dedicated 24-hour concierge services.
Smart door entry systems
Says Kem Rashica, Estate Manager of The Collection Management Limited / Harrods Estates Asset Management: “Every element of our development, set in heart of our beautiful St John’s Wood, was created to present residents with a high-end luxury lifestyle, from specification to security and privacy. We are always looking for best ways to maintain and futureproof this expectation.”
“Advanced Integration highlighted the opportunity to present smart door entry systems and recommended Comelit, as a brand renowned for delivering on design and style without compromising on technology or security. The installation was seamless and residents are now delighted to be able to manage their home from the convenience of their cellphone.”
Monitors with video capability
Maria Tsiftis, Chief Operating Officer of Advanced Integration added: “When it came to upgrade the door entry, we wanted to incorporate a visual, smart capability, without affecting the style or ambience on site. Being a residential development, we also had to be conscious of any works program not causing disruption to daily lives."
“Comelit responded with a bespoke specification, including high-end entrance panels, monitors with video capability and concierge systems, enabling a combination of door entry and messaging. Being involved from the design stages ensured a smooth delivery and beautiful custom finish befitting to this luxury development.”
Video intercom calls on a smartphone
Comelit designed the door entry systems for Collection Place, to operate through its innovative VIP system, which offers a powerful all-encompassing opportunity for residents to receive video intercom calls on a smartphone.
Sam Arnold, Business Development Manager at Comelit UK concluded: “St John’s Wood is one of London’s most upscale residential locations, and Collection Place has been established in the elegant villa-style housing that is synonymous with the area.”
“Any enhancements to door entry had to be delivered to complement this lavish attention on detail, but also serve discerning homeowners who want the advantages of service and latest technology. By working closely with Advanced Integration, we have delivered a sleek and functional, smart security solution to accommodate these requirements.”
Future residents at Kebbell Homes’ new prestigious development, Wintersbrooke will be able to receive and answer door entry requests via cellphone or Amazon Alexa voice control, thanks to Comelit’s WIFI connected monitors. Set in Ascot, Berkshire, Wintersbrooke is a grand, new gated community featuring just six spacious and exclusive 2-3 bedroom apartments within mature, secluded communal gardens.
Kebbell Homes has used Comelit’s specification team on previous developments and again called upon its services, together with chosen installers R&M Bailey, from the initial design process, through the work’s program to project completion. Door entry, via Comelit’s mini handsfree WIFI monitors, will enable new residents to respond to door entry requests from their cellphone, and also integrates with Amazon Alexa for voice announcements and control of the gate/front door to the block.
Facial recognition technology
The monitors provide facial recognition technology for authorized guests to gain access and video memory, to record any missed calls. Says Andrea Fawell, Sales and Marketing Director at Kebbell Homes: “With high expectations for Wintersbrooke’s indulgent design to deliver gracious living for our discerning buyers, every element had to be considered to offer the highest level of luxury and specification. And to ensure all feels safe and secure.”
All the smart home security systems installed had to be equally stylish and futureproof"
“We had worked previously with Comelit and knew its systems were able to achieve the level of style intended to complement Wintersbrooke’s dignified presence. The additional benefits of WIFI connected monitors provide our soon to be residents with latest integrated smart security technology, seamlessly installed, enabling them to instantly respond to door entry requests, at their choice and from wherever they are.”
Smart home security systems
Mat Bailey, Director from R&M Bailey added: “Wintersbrooke has the look and feel of a private country home, which epitomizes Kebbell Homes’ well-known flair for grand architecture. All the smart home security systems installed had to be equally stylish and futureproof. Comelit’s Mini Handsfree WIFI was the natural choice for door entry, easy to install via wireless technology and simple to integrate. Just the one solution presents future homeowners with user friendly bespoke options that can connect seamlessly with their home security, and be controlled by cellphone and Amazon Alexa, at their own choice.”
Each home at Wintersbrooke has been fitted with a Mini Handsfree monitor complete with integrated WIFI, operating through Comelit’s renowned Simplebus 2 wire. At the striking gates to the development is Comelit’s premium stainless steel flush mounted, 316 Sense digital entrance panel.
Door entry system
Up to fifteen smart devices can be connected to each and every property’s individual WIFI monitor
The system enables new residents to grant access through the vehicle gates or adjacent pedestrian gate using the internal monitor or a dedicated mobile app. A second is fitted on the front door of the development itself. Up to fifteen smart devices can be connected to each and every property’s individual WIFI monitor.
Daniel Wood, Southern Sales Manager at Comelit UK concluded: “Once again, it was a pleasure for Comelit to work closely with Kebbell Homes to ensure the complete door entry system installed at Wintersbrooke, achieved the desired balance between timeless style and latest technology."
Alexa voice control
"From the gated entry using our Sense panel, which at only 3 mm thin, blends in with any building due to the panel's slim profile, to the chic WIFI monitors, the combined solution, provides aspiring residents with a powerful door entry system and the convenience of audio and visual communication, together with ease of use via mobile or Alexa voice control in everyday life.”
Comelit’s official website can be visited for more information on Comelit’s ViP System, Mini handsfree WIFI Monitor Door Entry Solutions or range of products.