Innovation

Overview

By simply asking the question What If ? whenever new systems or technology are being introduced into the aim alarm recieving centres we are able to take advantage of new oportunities to improve both the effectiveness and efficiencies of our systems.

As an example of this, when the descision to move to the MASterMind monitoring platform was made it was realised that a number of our systems would have to be re-written to allow integration to the new software.  After much discussion between the operational side of the company and our technical team it was decided not to just replicate but to completely re-think how these systems worked with the resulting applications being far more effective an feature rich than was previously possible, read on for examples of this type of thinking.

Automatic Alarm Handling (AAH)

aim utilise a system called AAH to automate contacting customers to advise them of some of the very low priority alarms, this software dials the telephone number of the contact and passes an automated message, effectively reducing both the alarm handling time and the workload for our staff in handling the event.  After the rediesign of the software not only can the system handle the same low priority alarms but can when required be scaled up to include other alarms if a customer dires the facility.  It can also carry out background dialling tasks so whilst the ARC operator is contacting the emergency services, the AAH will already be dialling the keyholders ready to pass the call to the operator as soon as the emergency services have been dispatched.

Voice Response Telephony (VRT)

For many years aim have utilised VRT to enable engineering staff to communicate with the alarm recieving centre without the need for speaking to an operator, this ensures a speedy and efficient transaction every time, with the re-writing of this section of our software we have not only replaced the old with a faster and newer service but we have also managed to improve the intrinsic security level of the service by providing the facility to limit the telephones used to access the system to the engineers registered mobile phone.  This enhancement will help ensure that safe and secure communications with the aim ARC are always the norm.

Technology / Innovation

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