Control Rooms and Security Operations Centres
The Value of Time
OverviewWhat happens when something happens?
Routine Request
When someone realizes they've lost their parking ticket and presses the help button, their request enters a support queue where it's sorted by issue type and urgency. Once the request is pulled from the queue, customer support assesses the situation to understand the problem and determine the appropriate response needed. The control room staff then assists the person with instructions, ultimately resolving the issue by opening the barrier or issuing a replacement ticket.
Security Issue
When a security issue such as an active shooter situation occurs, the emergency system is activated either by someone pressing an emergency button or through automatic detection of abnormal noise levels, immediately prioritizing the alert for rapid response. Security personnel then verify the threat by reviewing camera feeds, listening to audio feeds, or directly communicating with the person who triggered the alarm to confirm the situation's severity. Once verified, the response team sends out alerts, provides safety instructions to those in danger, and deploys appropriate lockdown or emergency response teams to address the threat. After the threat is contained and people are safely managed, a comprehensive incident review is conducted to analyze all response steps and identify potential improvements for handling future emergency situations.
Providing excellent customer service
SOCs and contact centres must meet strict response times while ensuring quality support. This requires skilled agents, the right technology, and clear communication, since barriers like poor audio or language gaps can cause delays and frustration.
Managing information overload
Technology will ease operator strain by routing calls, reducing errors, and handling routine tasks. With clear dashboards, AI support, and real-time alerts, staff can focus on critical issues, boosting efficiency and customer satisfaction.
Overcoming staff shortages
Staff shortages and high stress make control room roles hard to fill. Automation, virtual assistants, data-driven staffing, and remote tools help manage workloads, improve efficiency, and attract and retain skilled personnel.
Data-driven decision making
Data integration and AI empower SOC operators with real-time insights, anomaly detection, and decision support. This boosts efficiency, safety, and service quality while enabling smarter, faster, and more informed operational decisions.
Solutions for more efficiency
Ivy Virtual Assistant
Ivy can handle routine inquiries, filter out empty or malicious calls, and provide immediate 24/7 responses that reduce call loads and free staff for critical issues. It also supports smarter decision-making, ensuring optimised resources, consistent service quality, and improved emergency response.
AI Cleans Voice from Noise
In noisy, high-stakes environments like manufacturing facilities, AI-driven speech enhancement ensures crystal-clear communication by separating voices from background noise and echoes in real time, preventing dangerous misunderstandings. By delivering face-to-face conversation quality, boosting productivity, and reducing errors, this technology shows why perfect speech intelligibility isn't just a luxury but a necessity.
Monitoring
Ivy Live Translation
Real-time speech translation enables seamless communication across language barriers by instantly converting spoken input into natural-sounding voice output and live text displays, allowing individuals to converse in their preferred language. This technology is especially critical in high-pressure, multilingual environments, ensuring clarity, efficiency, and trusted communication where every word and second matter.
Audio Analysis
Audio analysis enhances safety and efficiency by distinguishing normal sound levels from abnormal events like accidents, unrest, or perimeter damage. When anomalies are detected, the system triggers alerts and enables targeted surveillance and interventions, improving response times while preserving privacy.
Commend Whitepaper
Learn how to increase efficiency in control rooms and security operations centres by downloading this insightful whitepaper for free!
September 17–18 in Brussels, BE
Meet us at the EPA Conference!
The 21st EPA Conference and Exhibition, organised by the European Parking Association, will take place on September 17–18 in Brussels and serves as the flagship biennial event for smart parking and urban mobility professionals. Visit our local experts at booth A17 to experience how Ivy Live Translation can enhance your parking operations! More information