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Convergence Channel T is system communicates to, you guessed it, your smartphone app. Ah hah! While this new technology product would appear to make intrusion detection easy and simple, it could actually exacerbate the false alarm problem. Unprofessional application of detection technology is a recipe for a double batch of false alarm dessert. CONVERGING FALSE ALARM FACTORS So how does this convergence technology play a role in this important discussion? It all springs from IP technol- ogy's march into our homes and lives, starting with con- ventional phone service. T e migration away from POTS connections in our homes toward bundled broadband or pure cellular communication will continue at an increased tempo. T is consumer preference trend, when combined with new competitive threats from cable companies and the sun-set- ting of 2G cellular back-up eff ectiveness, means we need to con- sider future alarm industry strategic business decisions. T ree key factors to consider are customer segments buying orientation, system solution options and the price of the verifi ed alarm solution path. Let's prioritize by price. $ Do it yourself (DIY) — T e customer chooses to buy a self- confi guring, Wi-Fi intrusion detection system that requires very little knowledge and/or common sense to deploy. Unlike DIY systems of old that required some installation expertise, wiring, tools, etc., these new "converged" systems (alarm, network, notifi cation app) only require you to know how to open a box. T e next generation of alarm buyers who are Wi-Fi enabled may fi nd this option and price very attractive. Alarm verifi cation here may require that the customer investigates a break-in to verify. Anyone think that's a good idea? $$ An integrated sensor package that combines a chip camera and detection technology — T is allows a single sensor installation to both detect intrusion and send a low- res video clip so central stations can "verify" an alarm before dispatching police. More expensive than just a dual sensor PIR but there isn't any real installation labor involved. Video is typically poor quality and could rarely be used for prosecution, but does verify the presence of intruders. T is approach is best suited for residential or small business customers. $$$ Integrating discreet security systems — A more sophisticated approach that combines separate intrusion and quality video systems to work in concert with higher quality results. T e initiating signal (intrusion) is then verifi ed with a variety of video feeds from the surveillance system at the central station. T e ability for central station software to relate diff erent actions, zones and video feeds make this an eff ective tool for apprehension and prosecution. More quantity and quality of security data translates to better decisions and safer apprehensions. The next generation of Wi-Fi enabled alarm users may fi nd DIY systems very price attractive. Alarm verifi cation here may require the customer investigates a break-in to verify. Anyone think that's a good idea? $$$$ Outdoor detection — False alarm verifi cation with these systems has always been a huge challenge for systems integrators and end users. In the past, "layering" multiple detection technologies built upon an "if, then" validation design was often used. Today's converged technology on the higher end uses sophisticated video technology to analyze and discern between normal and abnormal conditions. T is approach moves decision making to the edge of the network; however, it does not work like a conventional alarm system that can be armed or disarmed, which could potentially cause more false alarm problems than it solves if not properly managed by the end user. T is technology is improving as software becomes more sophisticated and fi eld experiences guide manufacturers. SIMPLIFY BY GOING BACK TO BASICS Let's not ignore the fundamentals in reducing the impact of false alarms on our community or industry. T e three elements that can help manage this situation include: 1) A quality system design and professional installation that leverages verifi cation elements; 2) proper service and maintenance processes to quickly identify and resolve sources of false alarms; and 3) training the customer(s) who will be responsible for the system and it is their responsibility. To help with the last point, take a look at an excellent video available from the False Alarm Reduction Association (FARA) at faraonline.org/alarm-use/alarm-user-information that you may want to include as part of your customer training process. Want to reduce customer-generated false alarms (the vast majority), build more RMR and incremental sales revenues? T en I strongly recommend you add a second training session with new customers about 10-14 days after the initial or upgrade installation by the sales team. I know the sales team may gripe a little, but hey, they do depend on self-generated referral leads, right? It's a great sales process strategy for gaining commitment to add-on recommendations that may have been declined in the initial contract. 22 / SECURITYSALES.COM / OCTOBER 2012 PHOTOGRAPHY ©ISTOCKPHOTO.COM/MACHINEHEADZ