Vicon Upgrades Customer Service and Support Programs for the Americas

  • Jul 27, 2011

Vicon Industries Inc., a designer and producer of network video management systems, announced an extensive upgrade to the company’s service program, effective immediately. The program will enhance the customer experience by improving the company’s technical and personnel infrastructure and adding new pre- and post-sale support services. The services will be available for customers throughout the Americas as well as international customers who are serviced through Vicon’s U.S. headquarters.

Key components of the program include:

  • Shorter Wait Time for Technical Support: Requests for real-time support by dealers will be improved through a number of key initiatives that include increasing technical support personnel by 50 percent, implementing a new computerized customer service support system, ending support of obsolete products, and limiting direct phone support to only authorized dealers.
  • Customer Scheduled Support Calls: Customers can now pre-schedule technical support sessions to avoid waiting phone queues.
  • Factory Direct System Configuration Programming: Vicon’s new menu of professional services includes factory-direct system pre-configuration of network system components such as network cameras, encoders, NVRs, DVRs and workstations. The services include the configuration of network settings, camera titles, recording and pre-registration of all software licenses specific to the needs of the customer and are intended to provide an efficient means of installing and commissioning network video systems.
  • Professional Services: Engineers are now available to provide on-site project supervision and system commissioning and customized Vicon classroom training at the customers’ location of choice.

“Vicon recognizes that, from the customers’ perspective, the support and service they receive pre- and post-sale are every bit as important as the products they choose, and a video management system is only as good as the company that supports it. Our new service program demonstrates Vicon’s commitment to delivering a consistently positive, hassle-free customer experience, as well as our goal to become the market leader in this respect,” said Kenny Rohan, director of customer service.

Featured

  • It's Show Time

    I am one of those people that likes to see things get bigger and better. As advertised, ISC West is going to be bigger (more exhibitors) and better (more attendees). It’s show time in Las Vegas. Read Now

    • Industry Events
    • ISC West

  • SIA Releases New Report on Operational Security Technology

    The Security Industry Association (SIA) has released an impactful new resource – Operational Security Technology: Principles, Challenges and Achieving Mission-Critical Outcomes Leveraging OST. Read Now

  • Cyber Overconfidence Is Leaving Your Organization Vulnerable

    The increased sophistication of cyber threats pumped by the relentless use of AI and machine learning brings forth record-breaking statistics. Cyberattacks grew 44% YoY in 2024, with a weekly average of 1,673 cyberattacks per organization. While organizations up their security game to help thwart these attacks, a critical question remains: Can employees identify a threat when they come across one? A Confidence Gap survey reveals that 86% of employees feel confident in their ability to identify phishing attempts. But things are not as rosy as they appear; the more significant part of the report finds this confidence misplaced. Read Now

  • Mission 500 Debuts Refreshed Identity Ahead of Security 5K/2K at ISC West

    Mission 500, the security industry’s nonprofit charity dedicated to supporting children in need across the US, Canada, and Puerto Rico, has unveiled a refreshed brand identity ahead of ISC West. The charity’s new look includes a modernized logo with refined messaging to reinforce Mission 500’s nearly decade-long commitment to serving the needs of children and families in crisis. Read Now

    • Industry Events
Most   Popular

New Products

  • EasyGate SPT and SPD

    EasyGate SPT SPD

    Security solutions do not have to be ordinary, let alone unattractive. Having renewed their best-selling speed gates, Cominfo has once again demonstrated their Art of Security philosophy in practice — and confirmed their position as an industry-leading manufacturers of premium speed gates and turnstiles.

  • FEP GameChanger

    FEP GameChanger

    Paige Datacom Solutions Introduces Important and Innovative Cabling Products GameChanger Cable, a proven and patented solution that significantly exceeds the reach of traditional category cable will now have a FEP/FEP construction.

  • Camden CM-221 Series Switches

    Camden CM-221 Series Switches

    Camden Door Controls is pleased to announce that, in response to soaring customer demand, it has expanded its range of ValueWave™ no-touch switches to include a narrow (slimline) version with manual override. This override button is designed to provide additional assurance that the request to exit switch will open a door, even if the no-touch sensor fails to operate. This new slimline switch also features a heavy gauge stainless steel faceplate, a red/green illuminated light ring, and is IP65 rated, making it ideal for indoor or outdoor use as part of an automatic door or access control system. ValueWave™ no-touch switches are designed for easy installation and trouble-free service in high traffic applications. In addition to this narrow version, the CM-221 & CM-222 Series switches are available in a range of other models with single and double gang heavy-gauge stainless steel faceplates and include illuminated light rings.