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

  • From Surveillance to Intelligence

    Years ago, it would have been significantly more expensive to run an analytic like that — requiring a custom-built solution with burdensome infrastructure demands — but modern edge devices have made it accessible to everyone. It also saves time, which is a critical factor if a missing child is involved. Video compression technology has played a critical role as well. Over the years, significant advancements have been made in video coding standards — including H.263, MPEG formats, and H.264—alongside compression optimization technologies developed by IP video manufacturers to improve efficiency without sacrificing quality. The open-source AV1 codec developed by the Alliance for Open Media—a consortium including Google, Netflix, Microsoft, Amazon and others — is already the preferred decoder for cloud-based applications, and is quickly becoming the standard for video compression of all types. Read Now

  • Cost: Reactive vs. Proactive Security

    Security breaches often happen despite the availability of tools to prevent them. To combat this problem, the industry is shifting from reactive correction to proactive protection. This article will examine why so many security leaders have realized they must “lead before the breach” – not after. Read Now

  • Achieving Clear Audio

    In today’s ever-changing world of security and risk management, effective communication via an intercom and door entry communication system is a critical communication tool to keep a facility’s staff, visitors and vendors safe. Read Now

  • Beyond Apps: Access Control for Today’s Residents

    The modern resident lives in an app-saturated world. From banking to grocery delivery, fitness tracking to ridesharing, nearly every service demands another download. But when it comes to accessing the place you live, most people do not want to clutter their phone with yet another app, especially if its only purpose is to open a door. Read Now

  • Survey: 48 Percent of Worshippers Feel Less Safe Attending In-Person Services

    Almost half (48%) of those who attend religious services say they feel less safe attending in-person due to rising acts of violence at places of worship. In fact, 39% report these safety concerns have led them to change how often they attend in-person services, according to new research from Verkada conducted online by The Harris Poll among 1,123 U.S. adults who attend a religious service or event at least once a month. Read Now

Most   Popular

New Products

  • AC Nio

    AC Nio

    Aiphone, a leading international manufacturer of intercom, access control, and emergency communication products, has introduced the AC Nio, its access control management software, an important addition to its new line of access control solutions.

  • A8V MIND

    A8V MIND

    Hexagon’s Geosystems presents a portable version of its Accur8vision detection system. A rugged all-in-one solution, the A8V MIND (Mobile Intrusion Detection) is designed to provide flexible protection of critical outdoor infrastructure and objects. Hexagon’s Accur8vision is a volumetric detection system that employs LiDAR technology to safeguard entire areas. Whenever it detects movement in a specified zone, it automatically differentiates a threat from a nonthreat, and immediately notifies security staff if necessary. Person detection is carried out within a radius of 80 meters from this device. Connected remotely via a portable computer device, it enables remote surveillance and does not depend on security staff patrolling the area.

  • Luma x20

    Luma x20

    Snap One has announced its popular Luma x20 family of surveillance products now offers even greater security and privacy for home and business owners across the globe by giving them full control over integrators’ system access to view live and recorded video. According to Snap One Product Manager Derek Webb, the new “customer handoff” feature provides enhanced user control after initial installation, allowing the owners to have total privacy while also making it easy to reinstate integrator access when maintenance or assistance is required. This new feature is now available to all Luma x20 users globally. “The Luma x20 family of surveillance solutions provides excellent image and audio capture, and with the new customer handoff feature, it now offers absolute privacy for camera feeds and recordings,” Webb said. “With notifications and integrator access controlled through the powerful OvrC remote system management platform, it’s easy for integrators to give their clients full control of their footage and then to get temporary access from the client for any troubleshooting needs.”