The best of the best! It’s one of the “best” times of the year for TMA members and staff—awards season! The feeling of giving formal recognition to professionals and teams for their above-and-beyond commitment to excellence, innovation, and customer service is powerful, invigorating, and inspirational. And, being on the receiving side of such accolades is pretty magnificent too! This issue’s cover story puts a spotlight on the 2024 winners of the TMA/SDM Excellence Awards and the TMA/SSI Marvel Technology Award. Spoiler alert - be ready to be impressed (very impressed) and motivated by the individuals and companies who took this year’s top awards!
DEPARTMENTS
12 GUEST
In the first of two guest columns in this issue, TMA member Jeffrey Zwirn, President, IDS Research and Development, Inc. poses the question, “How long is it acceptable to leave a zone on Test?” Read some important lessons learned.
14 GUEST
In our second guest column, Peter Giacalone explores the wonders of conversational AI. What is it? Would you be surprised to learn that Conversational AI offers superior accuracy and flexibility? Uncover how this dynamic language is going to change your world!
15 RESEARCH
Discover how partnerships and special product/service bundles are giving security companies a competitive edge in today’s challenging residential marketplace. Parks Associates VP Jennifer Kent offers valuable insights into how to deliver (and exceed) homeowners’ expectations.
17 GSOC
What is the myth of the video wall in GSOCs? TMA GSOC Council Chair Richard Flores takes you behind the scenes and unveils the real value of this highly acclaimed security asset. Does it replace guards? Read and find out.
IN EVERY ISSUE
Strategy First
With all the buzz in industry magazines about AI and the release of new products and services featuring AI, I’ve pondered what I could share to help our members be more AI savvy. While I’m no expert, I’ve found a recurring theme regarding the importance of taking time to establish an AI Strategy for all companies. As noted in recent industry conference sessions I’ve attended, AI won’t replace humans, but those companies that use AI will replace or outpace those who don’t. This is a technology we need to embrace and drive into our business and industry. Creating an AI strategy is simply creating a plan for integrating AI into your organization to align with and support the broader goals of your business.
Other key reasons for establishing an AI Strategy include mitigating business risk and developing organizational acumen for future success. Because AI is not 100% accurate, choosing how and where you’ll use it is important. With use, legal updates may be needed to manage customer expectations and potential liability associated with its use. Consumer privacy is a current and evolving risk that needs to be managed, especially if you’re using customer data to train your AI algorithms. Acquiring express consent for this use may be needed depending on your use of generated content and evolving government policy around privacy.
Developing organizational acumen is important for the expanded use of AI and related vocabulary. As your organization begins its journey using AI, it’s important to establish a path for your employees to learn and understand the uses, associated vocabulary, limitations, and risks associated with AI. It’s also important to establish a strategy for who and how employees will develop these skills as your organization progresses in utilizing AI.
Since strategy is a plan to achieve the goals and objectives of the business, we need to establish your AI objectives. What follows are a few idea starters to help you think about where to start and what to prioritize. Taking the first step starts with asking some questions:
Is using Chat GPT or similar AI tools a risk to corporate data or security? If so, who should have access to it, and what limitations and guidance should be considered? What risks exist in sharing company data or computer code to generative AI engines to optimize or improve computer code, marketing plans, training content, etc.?
Can AI be used to establish a market advantage?
Are there AI tools or technologies you can use that will significantly change your competitive position in the market?
Is there AI that could be used to leapfrog the competition?
How can AI be used to improve the customer experience or employee experience?
What are the key deliverables you seek to gain by using AI? Increasing productivity? Increasing employee well-being? Reducing headcount? Accelerating employee pace of work?
What AI Risks are you most concerned about? Bias / Discrimination? AI Ethics? Errors in automation? Misses and false positives? Data Corruption? Human skill loss? Intellectual Property Loss or devaluation? Privacy issues? Exposed corporate data?
How will we integrate and implement the use of AI across the organization?
Should we use Microsoft co-pilot to introduce key users or the organization to AI?
These questions can be a starting point and hopefully trigger others. The purpose of asking these questions is to identify key objectives for AI use that drive implementation, develop acumen, and mitigate risk.
Once key objectives are established, an effort to create a vision for the strategy will help communicate the strategy to your teams. You might make part of the strategy by sharing the first 3 to 5 projects or efforts that are prioritized by the management team to begin your journey.
I’m hopeful there’s something here that has you thinking more strategically today about AI.
The views, thoughts and opinions in this article belong solely to the author and not necessarily to his employer.
BeMoreThanYouCanBe
I recently found an article by Marshall Goldsmith titled “You Can Be More.1” In the article, he shared an experience in which one of his mentors, Dr. Paul Hersey, took him to task despite acknowledging all his achievements. Dr. Hersey told him, “If you continue doing what you are now, you will have a successful life but never become the person you could be—and you will regret it. You can be more.”
How often have we continued to do things the same way because it is more comfortable and safer than challenging ourselves to do things in new ways?
The article highlighted the importance of constantly thinking about new ways to reinvent oneself and stretch one’s skills. Marshall acknowledged how his mentor’s comments completely changed the trajectory of his professional life, enabling him to achieve things beyond what he would have done if he had continued working in the same way. Rather than focusing on short-term goals (such as earning money as a speaker), he focused on his long-term development as an author, thinker, and executive coach.
Marshall reflects on how comfort is a growth killer. In his case, complacency could have led to stagnation. We should embrace change and strive for personal and professional improvement. Refusing to adapt to new circumstances can limit growth opportunities. We have seen how the pandemic forced people to change and innovate to deal with disruption
Other factors can also hinder our becoming “more.”
• The first one is a lack of selfawareness. What are your strengths and weaknesses? Where do you excel, and where do you need to improve? As in Marshall’s case, seeking feedback from peers, supervisors, mentors, and others is essential. Feedback will enable you
to identify blind spots and areas for improvement. Do you know what “more” you want to be? The lack of clear goals will make it harder for someone to know where to aim.
• Being afraid to take risks or try new things can limit our professional and personal growth. Failure can be valuable if seen as a learning opportunity. Collaborating and networking are essential for being exposed to new ideas and perspectives.
• A negative mindset will result in pessimism and self-doubt, hindering growth by undermining our confidence and motivation.
• Even poor time management can derail efforts to pursue activities that contribute to growth, such as investing in yourself by reading books and attending webinars and courses.
In conclusion, the message of Marshall Goldsmith’s article “You Can Be More” is a powerful reminder of the importance of continuous personal and professional growth. Dr. Paul Hersey’s challenge to Goldsmith—to strive beyond comfort and mediocrity—highlights a crucial truth: true success lies not in the ease of routine but in the willingness to embrace change and pursue long-term development.
To truly become more, we must remain vigilant against the comfort that breeds stagnation. By consistently seeking new ways to reinvent ourselves and stretch our capabilities, we open doors to opportunities we might otherwise miss. By heeding the advice to “be more,” we enhance our lives and inspire and uplift those around us. So, let us take up the challenge, break free from our comfort zone, and strive to become more than we ever imagined possible.
1Kelly & Marshall Goldsmith: You Can Be More, https://chiefexecutive.net/kelly-marshall-goldsmithyou-can-be-more/
2024 Louis T. Fiore Electronic Communications Scholarship
The Scholarship is open to anyone studying an electronics curriculum, specifically electronic communications, or software development related to electronic communications may apply.
Application Deadline: 9/3/24
TMA Dispatch, Summer 2024
7918 Jones Branch Drive, Suite 510 McLean, VA 22102
703-242-4670; Fax 703-242-4675
About TMA
The Monitoring Association (TMA) is the trade association representing the professional monitoring industry. Our membership community is composed of companies spanning all industry sectors, including monitoring centers, systems integrators, service providers, installers, consultants, and product manufacturers. TMA is dedicated to the advancement of the professional monitoring industry through education, advocacy, standards, and public-safety relationships.
Our Mission
Our mission is to promote and advance professional monitoring to consumers and first responders through education, advocacy, and the creation of standards.
Our Vision
A safer world through professional monitoring.
TMA Officers
President: Steve Butkovich, Charlotte, NC
Vice President: Alan Gilmore IV, Cleveland, OH
Vice President: Wes Usie, Shreveport, LA
Vice President: Daniel Oppenheim, Union, NJ
Secretary: Justin Bailey, Ogden, UT
Treasurer: Shannon Woodman, Seattle, WA
Immediate Past President: Morgan Hertel, Corona, CA
TMA Staff
Chief Executive Officer (CEO)
Celia T. Besore, FASAE, MBA, CAE
Vice President of Education and Training
Julie N. Webber
Director of Membership and Programs
Illeny Maaza
Director of Marketing and Communications
Leigh A. McGuire
Director of Meetings
Keely Anderson
Information Systems Manager, ASAP Service Manager
Bryan Ginn
Programs and Administrative Coordinator
Karen Monroe
Copyright 2024 The Monitoring Association. ll rights reserved.
AWARDING EXCELLENCE INNOVATION
On April 18th, TMA had the great honor of presenting its 2024 Excellence Awards and Marvel Technology Award virtually via Zoom in collaboration with its longtime publication sponsors SDM and SSI magazines.
2024 TMA/SDM Excellence Awards Winners
Monitoring Center of the Year –Enterprise: ADT Security Services
2024 TMA/SSI Marvel Technology Award Winner
Elite Interac ve Solu ons
This award is a testament to the hard work and dedica on of our en re team. It reflects our commitment to pioneering advanced security solu ons and our ongoing pursuit of excellence in protec ng our clients. We see this honor not just as a milestone, but as a mo vator to con nue leading the industry in innova on and service.”
David Charney, Chief Customer Officer, Stealth Monitoring
Monitoring Center of the Year – SMB: Stealth Monitoring
Monitoring Center Manager of the Year: Erik Chalifour, TELUS Smart Security & Automa on
Monitoring Center Operator of the Year: Brenda Eichfeld, COPS Monitoring
Monitoring Center Support Person of the Year: John Turner, ADT Security Services
John Balthrop, Stealth Monitoring Professional monitoring centers rely on technology to provide their life-saving services to communities globally and to drive their businesses. Technology is at the core of the services provided and the processes by which those services are developed and delivered.
TELUS Smart Security & Automa on
Each year, the TMA Excellence Awards recognize monitoring centers and outstanding personnel who perform in the highest professional manner, making significant contributions to the advancement of the monitoring industry. The companies and individuals nominated and chosen as finalists and winners each year demonstrate how profoundly the monitoring industry takes its responsibility to protect life and property. Since their inception 18 years ago, the Excellence Awards have been generously sponsored by SDM magazine. The magazine’s Editor-in-Chief Karyn Hodgson once again presented this year’s awards.
For this reason, TMA and SSI established the Marvel Technology Award to identify and recognize professional monitoring centers who are using technology in innovative ways.
This year’s Excellence Awards competition received a total of 32 entries across five categories. Listed in alphabetical order by company within each category, the finalists included:
Monitoring Center of the Year –Enterprise
This year’s competition drew a record number of entries. The finalists for the 2024 TMA/SSI Monitoring Marvel Technology Award included:
ADT
Elite Interactive Solutions, Inc.
Rapid Response Monitoring
Affiliated Monitoring
Stealth Monitoring
Rapid Response Monitoring
Monitoring Center of the Year – SMB
Kimberlite
Per Mar Security
Stealth Monitoring Monitoring Center Manager of the Year
SSI Group Editor, Commercial and Security, Dan Ferrisi presented the 2024 award to Elite Interactive Solutions, Inc.
Jessica Lambert, AvantGuard
Claudia Torres, Rapid Response Monitoring
Erik Chalifour, TELUS Security Monitoring Center Operator of the Year
Esperanza Sena, ADT
Upon winning, Elite CTO Jonathan Kozak stated, “This recognition lines up with our core directives for efficiency and effectiveness, so it hits right at our pride point. At Elite Interactive, we are passionate about achieving real solutions in crime and catastrophe prevention. The technologies are tools in the hands of users, and the real efficiency and effectiveness matures when those users have the right methods and the right mission.”
Angelica Miranda, Affiliated Monitoring
The ADT team is thrilled about this accolade and eager to celebrate and share this achievement...”
Mike Picciola, Vice President –Monitoring and Customer Care, ADT
Brenda Eichfeld, COPS Monitoring
A recording of the 2024 awards ceremony is available to stream from the TMA website. Look for expanded feature stories on this year’s award winners and finalists in the August issues of SDM and SSI magazines.
The 2025 application period will open in December 2024.
How Long Should a System or Zone be on Test?
By Jeffrey Zwirn, President, IDS Research and Development, Inc.
We routinely follow subscriber requests for zone(s) that are monitored by a Central Station to be put on Test. How long is it acceptable to leave a zone on Test? To that end, we know that when a zone is on Test, an alarm, trouble, or supervisory condition is unable to report alarm, trouble, or supervisory signals.
How many of you have gone into your favorite supermarket and recognized that the Remote Alarm Annunciator (RAA) on the Building Fire Alarm System has been in Trouble for years?
Common causes of zones being put on Test are due to false alarms, problems with the alarm company being unable to rectify the problem due to their inability to locate the cause of an intermittent
and/or ground fault condition, or the premises could be under construction.
The operator asked the caller to hold and researched this request. She got back on the phone and stated that she could put the system on Test for seven
(7) years. As evidenced by the Central Station voice logger recordings produced in this case, this “person” was ecstatic. At the same time, the burglar and fire alarm system, in this case, was installed in an 18,000-square-foot home that was under construction and experiencing false alarms.
Prior to the fire, the plumber was using a blowtorch in the home. Subsequent to that and before 7 pm, Cause and Origin Investigators opined that embers from the blowtorch started the fire. Critically, during the period that the system was “on-test,” about 600 alarms were generated, but not one (1) of them ever dropped to an operator so that they could have dispatched the fire department to the home.
In most states, a fire alarm system cannot be shut down without the knowledge, consent, and authority of the local fire official. No one ever contacted the AHJ before placing the special instructions on the account, but even if they did, what AHJ would allow a system to be put on Test for years?
Lessons learned here amplify the focus of changing quite common but foreseeably dangerous instructions that are being performed with accounts across the country. In some of these cases, the system or zone on Test was a proximate cause of property loss, serious personal injury, and death.
Conversational AI for World Class Monitoring
By PeterP.Giacalone,President,GiacaloneAssociates
As monitoring centers continue to evolve, understanding some essential technologies that are improving SLA’s is helpful to understand. Years ago, the industry experienced DTMF IVR technology. This technology presented automated interactions through DTMF telephone tones. Years later adoption of Natural Language Speech IVR’s improved the experience. This was a leap as it was all voice driven rather than touch tone. Although NLS IVR works well, it is narrowly structured and communications need to fall within that structure. It doesn’t have the ability to think or deal with anomalies or questions outside the tight structure. Enter – Conversational AI. This allows for true conversation and responses
and actions based on many elements within or external from the monitoring center core.
Natural Language IVR systems rely on pre-programmed scripts to understand and respond to user queries within the monitoring automation systems. Although NLS IVR offer an intuitive interface, their capabilities are often limited to a predefined set of commands and responses. Users may encounter difficulties if their queries fall outside the system’s programmed parameters, leading to frustration and potential disengagement.
Conversational AI presents great progress. Powered by machine learning
and natural language processing algorithms, Conversational AI systems possess the ability to understand, interpret, and respond to user inquiries in a more dynamic and contextually relevant manner.
Different than NLS IVR, Conversational AI learns from each interaction. This allows for more personalized interactions, enhancing the overall customer experience. Moreover, Conversational AI platforms can integrate with various data sources within and outside of the central station monitoring center environment, enabling access to pertinent information and provide more comprehensive assistance to users.
Natural Language IVR systems excel in handling high volumes of routine inquiries with minimal human intervention. By guiding users through structured menus, they can swiftly address common issues, reducing wait times and improving overall operational efficiency.
Conversational AI, offers superior accuracy and flexibility. Its ability to understand natural language nuances enables it to handle complex queries to fully resolve customer interactions at scale similar to a live agent, and adapt to shifting contexts seamlessly without the requirement of frustrating menus. As a result, users are more likely to receive accurate and relevant assistance, leading Conversational AI continued on page 23
ReachingtheMiddleMarket
Channel Partnerships and Integrations
By Jennifer Kent, Vice President, Research, Parks Associates
There is clear consumer demand for integrated and customizable smart home experiences, with significant emphasis on security and energy management. Communicating smart home benefits can be a challenge since online retail is the dominant channel for smart home and security device purchases, where it can be difficult to communicate the different benefits and configurations of a device.
home means that product providers must invest in partnerships to reach the middle market.
all aspects of life, and the quality of that experience with these solutions will impact future purchases.
ISPs and Mobile Providers: Internet service providers (ISPs) are built to reach the middle market. High-speed connections are the foundation for current and future services across multiple markets, with households often turning to their ISP for support during device setup or connectivity issues. The US will have 129.6 million Internet households in 2029, more than 92% of all households. The majority of households get their router through their ISP, meaning the ISP can see –and in some ways control – the devices connected to the router. This makes home Internet providers – including the mobile carriers who increasingly offer home Internet services – key players in the future of the smart home.
And, compared with other consumer technologies, the paths to market are fragmented with distribution through many industry players, including security providers, utilities, custom installers, and skilled trades. The many brands, product categories, and channel players working across the connected
Partnerships and Bundles Help Expand Reach Partnerships and bundled offerings are key strategies for expanding the reach of smart home technologies. In today’s digital age, people expect technology to be integrated into their daily experiences, enhancing convenience, efficiency, and personalization across
Security Providers: Proinstall remains an important channel for device acquisition. Security providers have been able to grow their position in the last 18 months as the third top channel for smart home device acquisition. Currently 30% of residential security dealers offer self-installable systems, in response to consumer demand for options, including DIY. Offering middle market consumers a choice in how they acquire and install their devices is important to broadening access and adoption.
TheMythoftheVideoWall
Just have the GSOC watch the cameras
By Richard Flores IV, CPP, Puget Sound Energy
If you have worked as a manager for a Global Security Operations Center, you have probably had questions about your video wall more than any other piece of technology or operation you have in your center. It is big, bright, flashy, and looks like something from a Jason Bourne movie. It is also probably the one piece of equipment, that if it failed, your operation could still run with minimal impact.
I am not suggesting that a GSOC does not need a video wall, nor that they are useless. But I am suggesting that they are not as critical as movies and television portray them to be. They have a purpose in a fully functional GSOC, but there is a lot of myths around
them. Those myths need to be cleared up, especially with those that do not understand their function, in order to avoid costly assumptions.
Here is the key myth of the video wall: The cameras on the video wall are constantly monitored by GSOC staff.
People within your organization, and maybe even within your security team, likely believe that the fastest solution to security is to have the GSOC watch the cameras. With comments such as:
“Why pay for guards when the GSOC can watch the cameras? There was a break in at XYZ facility, why wasn’t the GSOC watching the cameras?”
“These areas are critical, having the GSOC watch them on camera increases their security.”
This often combines with the larger myth that all the GSOC does is watch cameras, which the video wall might help perpetuate. I have rarely, if ever, been in a GSOC that was not full of distractions and competing priorities. Alarms chiming in, phones ringing, email tasks, access management function, weather reports, travel alerts, social media monitoring alerts, and many more things are coming in. And most of those are right at each employee’s desk. Every one of those is calling their attention from looking up at the front of the room to see the video wall and the cameras on it.
Add to this that there are a lot of different studies on how many cameras one person can monitor and the answers rage from 4 to 16 cameras at one time. Factors such as how large the camera views are and how far away the monitors are from the employee monitoring them, play a key part in how many they can watch. But more importantly if they are doing general monitoring, where they are not looking for something in particular, that number goes down. They need time to study each image and assess what they see, and determine what action to take. Rotating camera views on the wall only take away from this even more. Camera on the wall, rotating or static
MemberCEOQ&A
Name: Dave Mayne
Title: President - North America
Company: M2M Services
Company Location: St. Paul, MN and Sofia, Bulgaria
Number of years with the company: 11
Number of years in your current position: 1 year
1. What is the scope of your executive role and responsibilities currently?
I currently have responsibility for M2M Services offerings across all of North America. We operate under the brands of M2M, Alula and Uplink with nearly 1.5M businesses and homes protected by our platform and products. Our dealer partners install over 20,000 new systems every month, as we continue to expand the service portfolio we enable for them.
2. Briefly share your company’s mission and goals.
M2M Services is one of the fastest growing service providers in the security industry. We have accomplished this by developing a strong listening culture with our customers and industry partners. By working closely with industry experts, we can identify innovative methods of solving technical barriers and creating new market
opportunities. We do this by identifying and serving segments of the market that our competitors ignore or miss. This approach enables us to:
• Accelerate mass adoption of smart security solutions worldwide through delivery of reliable universal IoT products and services.
• Recognizing the life safety nature of our industry, continue to build on the high reliability performance of our product and service offerings, delivering best-in-class availability of our services and all associated alarm signals.
• Reach 5M devices on our platform
3. What has been your greatest professional achievement to date? Being part of a success story in the security industry! It is rare for a business
to grow from an idea into a $100M business, and to do so with a group of friends makes this extra special! Personal achievements are not something I see much value in measuring. Team results are what really matters in business. Being someone who helps contribute to and build such a team is something I am immensely proud of!
4. What are some of the most significant challenges facing our industry today and, in your mind, what do companies need to do to succeed?
Every year there are new business models, technology and competitive threats that aim to steal business from our industry. Whether it is a pandemic spawning a work-from-home culture, doit-yourself security solutions, expanding connected device offerings or cyber threats, our dealers and integrators find ways to persevere and grow. The industry’s next round of challenges will be focused on how to leverage and protect the vast amounts of data we can collect as an industry. What role will AI play in enhancing the service platforms? How will video analytics change our service offerings in both products (sensors) and services, and how will the industry ensure privacy and security for these enhanced data driven offerings? While the challenges are significant, the opportunities to reinvent ourselves once again, and deliver an even higher level of services to the millions of customers that rely on us, are even greater!
5. What advice would you give to a young professional in the security/ monitoring industry today?
My career spans several different industries, and the professional security market is by far the most willing to share best practices, and act as mentors to one another. So my advice would be to build and cultivate your personal network of contacts! Share your thoughts and ideas
CEO Q&A continued on page 20
The Wireline Report
Latest FCC news impacting your business
By Salvatore Taillefer, Partner, Blooston Law (sta@bloostonlaw.com)
FCC Adopts Net Neutrality Order, Releases Full Text with AICC Correction
On May 7, the FCC released the full text of its Safeguarding and Securing the Open Internet Order, which is the latest volley in the agency’s back-andforth on net neutrality regulation. Weighing in at more than 500 pages and including almost 50 pages of dissent by Commissioner Brendan Carr, the Order reclassifies broadband Internet access service (BIAS) as a Title II telecommunications service, re-implements the 2015 Open Internet Order’s bright-line no blocking/ throttling/paid prioritization rules, as well as a slightly narrower set of forbearances from Title II regulations (“forbearance,” as used here, refers to the FCC’s authority to modify or refrain entirely from enforcing certain applicable provisions of the law). Importantly, the FCC made corrections to the draft Order that was circulated in April, and which had incorrectly stated
AICC’s arguments. The full document can be found here.
In our comments, AICC had three specific asks: (1) re-implement the bright line rules (no blocking/throttling/ paid prioritization) and general code of conduct; (2) do not forbear from section 214 discontinuance requirements; and (3) do not forbear from section 275, or at a minimum re-implement the same level of forbearance adopted in the 2015 Open Internet Order. The FCC adopted the first and third items, but not the second.
Bright-lineRulesandCodeof Conduct
The bright-line rules are of paramount importance to the alarm industry because they prohibit the blocking and throttling of alarm traffic, as well as the paid prioritization of other traffic over alarm traffic. The general code of conduct also broadly requires no unreasonable interference or disadvantage to consumers and edge providers (like the alarm industry). The
Section 275 is unique to the alarm industry. Its most important provision provides that an incumbent local exchange carrier (ILECs) engaged in the provision of alarm monitoring services shall provide nonaffiliated entities with the network services it provides to its own alarm monitoring operations on nondiscriminatory terms and conditions; It also prohibits ILECs from subsidizing their alarm monitoring services either directly or indirectly from telephone exchange service operations. AICC argued that the FCC should not forbear from applying section 275 to BIAS now that it has been reclassified as a Title II service.
The FCC left existing section 275 protections in place by granting forbearance only to the extent that they would newly apply as a result of the classification of BIAS as a Title II service. Of significance is the fact that, in making this finding, the FCC specifically cited AICC comments and concerns, lending strength to AICC’s argument that section 275 already covered BIAS.
ForbearancefromSection214
Section 214 requires carriers to apply for FCC consent to discontinue, reduce, or impair service. If the FCC did not forbear from this requirement, BIAS providers would be required to obtain consent before discontinuing BIAS, which would have given alarm companies a better opportunity to react should they be relying on that BIAS to provide alarm service.
The FCC did forbear from applying section 214 discontinuance requirements to BIAS, on the grounds that providers are still required to observe discontinuance requirements for nonBIAS services, which would cover cases of IP transition. The FCC also held that any carrier receiving USF support to deploy broadband is subject to public interest obligations that would adequately address AICC’s concerns, and that the general conduct standard discussed above would address concerns regarding non-USF recipients.
AICC Files Comments on AnalyticsBased Text Message Blocking
On March 20, AICC filed reply comments in the FCC’s proceeding on whether to require, or otherwise incentivize, carriers to block text messages based on “reasonable analytics.” A final order has not yet been proposed.
In our reply comments, AICC recounted that its members have experienced issues with calls being erroneously blocked or mislabeled, and that all of these issues with calls apply equally to text messages. Specifically, AICC noted that:
• Certain “reasonable analytics” are not appropriate for text blocking. This includes the FCC’s own example of “large bursts of calls in a short timeframe, low average call duration, [and] low call
APCO Webinar to Address
OMB SOC Revision, July 17
The Office of Management and Budget (OMB) announced the beginning of a multi-year process to revise the Standard Occupational Classification (SOC). Through this process, OMB will consider whether to change the classification of public safety telecommunicators from the administrative/clerical category to the category for Protective Service Occupations. APCO will hold a webinar July 17th to explain how this effort relates to the 9-1-1 SAVES Act Register on APCO’s website.
completion ratios...” – which would almost certainly capture alarm communications.
• The FCC should prohibit the blocking of lawful text message content. The FCC sought comment on this possibility because the content of a text message is available to the carrier at the time the blocking occurs, and therefore proposed that text blocking should be content-neutral. AICC proposed that the better way to frame the requirement is in terms of the noblocking rule in its net neutrality proceeding: a person engaged in the provision of [text messaging service] shall not block lawful content.
• Text blocking requirements must be non-discriminatory and competitively neutral. Although one might consider this to be obvious, one party in the record argued that if the FCC required blocking to be non-discriminatory and competitively neutral, wireless providers would not block anything out of concern for liability. AICC noted that these concerns seemed well within the usual risks of doing business, and that similar requirements already exist for call blocking, which have not resulted in such issues.
• Resolution of erroneous text blocking must be rapid. AICC advocated for the expansion of resolution requirements beyond the existing single point of contact, which in AICC’s members’ experience has not been sufficient. AICC therefore supported proposals to implement a resolution timeline, a whitelist system, and a notification of blocked text message system.
Spectrum and National Security Act Provides $2 Billion for NG911
On May 16, the Senate Commerce, Science, and Transportation Committee held a markup of the Spectrum and National Security Act of 2024 (S 4207) which, among other things, provides for $2 billion in funding for Next Generation 911 (NG 911). The full text of the bill
is not yet available, but according to a summary, it would:
• authorize NTIA to administer the Next Generation 911 (NG911) grant program and assist entities with their implementation plans;
• require NTIA to establish an NG911 Cybersecurity Center to coordinate with state and local governments on the sharing of cybersecurity information to detect and prevent cybersecurity intrusions; and,
• require NTIA to establish a Public Safety NG911 Advisory Board made up of public safety officials and professionals.
Last year, the FCC adopted a Notice of Proposed Rulemaking on facilitating the implementation of NG 911 services. The primary purpose of the NPRM is to address how and where originating service providers (OSPs) (whose network carries the initial 911 call) interconnect with NG 911 network providers (whose network delivers the 911 call to the PSAP). It also addresses compensations issues related to transporting traffic to this point of interconnection.
CEO Q&A
Continued from page 18
with others, whether they are competitors or partners. Seek advice from your peers and recognize that this experience will not only help you have a stronger and more fulfilling career, but should you ever leave our industry, you will discover it is not a common industry trait.
6.How do you like to spend time outside of work?
I enjoy traveling. In fact, I am completing this interview in Santorini with my family, on our way to our HQ in Bulgaria! In addition to travel, I enjoy any water sports including boating, skiing, swimming, snorkeling and scuba diving.
The Wireless Report
Spectrum usage; New mobile laws offer survivors protection
By John A. Prendergast, Managing Partner, Blooston Law (jap@bloostonlaw.com)
TMA Concurrence Rights Under Challenge
Frequency coordinator Enterprise Wireless Association (EWA) has filed a Petition for Rulemaking asking the FCC to eliminate the rights of certain other frequency coordinators to concur or object to proposed operations that may affect the frequency bands those coordinators have been tasked by the FCC with overseeing. For example, TMA is the FCC-designated coordinator overseeing licensing of the Central Station alarm frequencies utilized by e.g., AES systems, installers and guard services. In 2018 the FCC changed its rules to allow non-alarm companies to apply for central station channels, but only after obtaining TMA’s evaluation and concurrence for the proposed use. This has allowed TMA to help minimize negative impacts on alarm operations.
EWA has proposed elimination of concurrence rights because most concurrence requests are granted, as many if not most land mobile operations are now very similar, and EWA does not believe special protection of certain spectrum uses is justified.
On May 6, TMA filed Comments on the Petition, noting that alarm radio systems operate very differently from most land mobile systems; and that the revised rules governing central station channel use have created several new requirements that are not familiar to most coordinators; and TMA has had to use its unique expertise to work with coordinators to make sure these new requirements are met, and that other quirks of central station coordinations are resolved by consent letters and other measures. Therefore, TMA opposes the Petition unless an exception for
central station frequency coordinations is adopted.
FCC Proposes to Strengthen Oversight of Equipment Certification Bodies
In recent years, the FCC has delegated the process of testing and certifying equipment that emits RF signals, by designating certain testing and certification bodies (TCBs) to authorize new or modified equipment proposals. On May 1, the FCC issued a Notice of Proposed Rulemaking proposing to strengthen requirements and oversight relating to telecommunications certification bodies and measurement facilities, to help ensure the integrity of these entities, to better protect national security, and to advance the Commission’s comprehensive strategy to build a more secure and resilient communications supply chain. (ET Docket No. 24-136) The proposed rule changes stem at least in part to recent concerns that telecommunications equipment from countries at odds with the U.S. may pose a security threat by possibly allowing capture of information about American companies and citizens, and by creating a theoretical possibility for key telecom infrastructure in the U.S. to be manipulated. The FCC has worked with other government agencies under the procedures established by the Secure Networks Act to place certain foreignmade equipment on the “Covered List” of potential security threats.
The FCC’s rulemaking would:
• Propose to prohibit from participation in the equipment authorization program, any TCB or
test lab in which an entity identified on the Commission’s Covered List has direct or indirect ownership or control of 10% or more.
• Consistent with this proposal, direct the Office of Engineering and Technology to suspend FCC recognition of any TCB or test lab directly or indirectly owned or controlled by entities identified on the Covered List.
• Seek comment on the extent to which the Commission should impose eligibility restrictions for TCBs and test labs based on lists developed by Executive Branch agencies that reflect expert determinations about entities that pose national security risks.
• Propose, as part of the Commission’s effort to strengthen oversight of the equipment authorization program, to adopt new information collections to require that TCBs and test labs report any entity that holds a 5% or greater direct or indirect equity and/ or voting interest in them.
• Seek comment on other revisions to promote the integrity of TCBs and test labs.
Alarm equipment manufacturers that utilize FCC-designated certification bodies will want to monitor the FCC’s rulemaking, to determine whether proposed changes will affect how alarm equipment is designed, tested and certified.
Wireless Carriers Fined Nearly $200M for Sharing Customer Location Data
The FCC recently released forfeiture orders fining the nation’s largest wireless carriers nearly $200 million “for illegally sharing access to customers’ location information without consent and without taking reasonable measures to protect that information against unauthorized disclosure.” Sprint and T-Mobile – which have merged since the FCC’s investigation began – face fines of
more than $12 million and $80 million, respectively. AT&T faces a fine of more than $57 million, and Verizon a fine of almost $47 million.
The alarm industry will want to determine if any of the practices that lead to violation findings against the wireless carriers impact the services of alarm companies using those services. Moreover, the magnitude of these fines reflect the seriousness of enforcement actions designed to protect the privacy of consumers, which may bleed over to enforcement of existing privacy requirements that may apply to alarm companies, as well at those that may be implemented if Congress passes the American Privacy Rights Act of 2024 (APRA) or similar legislation.
FCC Proposes Making Unsold or Defaulted Auction Spectrum Available Without Further Auction
The FCC has proposed setting up a way to make available so-called “Inventory Spectrum” (i.e., licenses either not sold during an auction or returned due to a default by the winner). In recognition of the lapse of FCC spectrum auction authority (due mostly to political infighting in Congress), the Commission wishes to formulate a way for potential applicants to gain use of this spectrum outside of the auction process.
The alarm industry should evaluate whether some of the spectrum that may be made available would be useful for current or future alarm operations, especially applications requiring broadband capacity. This is especially true since this opportunity to get “free” spectrum (if the FCC votes to implement its proposal) will likely prove fleeting. There are already bills floating around Capitol Hill seeking to reinstate FCC auction authority. However, even after auction authority is reinstated, the FCC may use a nonauction approach to award licenses for spectrum unlikely to justify another costly auction proceeding.
Licensee Fined $100K for Expired License and Unauthorized License Transfers
On April 15, the FCC announced that it has entered into a Consent Decree with Mobile Communications America, Inc. (MCA) regarding an investigation into the company’s alleged operation under an expired radio license, and failure to obtain approval prior to transfer of radio licenses. As part of the settlement, MCA agreed to pay a civil penalty of $100,000.
On February 28, 2021, one of MCA’s subsidiaries, Mobile Communications of Hall, LLC (MCH), was dissolved, resulting in the “pro forma” assignment of two business radio licenses from MCH to MCA. On November 18, 2022, MCA consummated the acquisition of two other companies that resulted in the transfer of six total business radio licenses. MCA failed to notify the Commission of the 2021 pro forma assignment within 30 days and failed to obtain prior authorization for the 2022 transfer of control of six business radio licenses. Additionally, on January 3, 2023, a private business radio license owned by MCA expired. Nevertheless, MCA continued its operations under the expired license.
In another recent action, the FCC has proposed a $48,000 fine against a licensee for failing to obtain the Commission’s approval prior to the acquisition of the assets of other licensees in bankruptcy.
These enforcement actions are significant because alarm companies using private radio systems (for e.g., wireless alarm systems or communications with guards and field personnel) may not even realize at the top levels of management that they have FCC licenses. Sloppiness with FCC license requirements proved costly in the above cases. Counsel for AICC provides retainer services that track and renew FCC licenses, and remind clients of FCC requirements concerning license transfers and other FCC restrictions.
California Privacy Protection Agency Issues First Enforcement Advisory
On April 2, the Enforcement Division of the California Privacy Protection Agency (CPPA) issued its first enforcement advisory, discussing the application of the data minimization principles in the California Consumer Privacy Act (CCPA). While the CCPA only applies to providers that do business in California, the regulation has been held up as a model for privacy requirements and has been mirrored by other states.
The data minimization principle in the CCPA provides that any collection, use, retention, and/or sharing of consumers’ personal information must be reasonably necessary and proportionate to achieve the purpose for which it was collected, used, retained, or shared. This includes requests made by consumers under the CCPA. For example, a business covered by the CCPA must not require more information than necessary to process a request by a consumer to opt-out of the sale or sharing of their data – a request that is authorized under the CCPA.
In determining the minimum information required, the CCPA posits that businesses could begin by asking themselves:
What is the minimum amount of personal information necessary for our business to honor a request to opt-out of sale/sharing?
We already have certain personal information from this consumer. Do we need to ask for more personal information than we already have?
What are the possible negative impacts if we collect additional personal information?
Could we put in place additional safeguards to address the possible negative impacts?
The U.S. does not yet have a nationwide, uniform privacy law. As such, several states have stepped in to address
The U.S. does not yet have a nation-wide, uniform privacy law.
the void. Moreover, the draft American Privacy Rights Act of 2024 (APRA) proposes to exempt statutes like the CCPA from preemption, should national legislation be adopted. Accordingly, alarm companies doing business in California should ensure compliance with the CCPA as it applies to them; and the industry should determine what privacy requirements apply in other states where they operate.
T-Mobile and Verizon Reportedly Looking to Buy Portions of US Cellular
According to the Wall Street Journal, T-Mobile US and Verizon Communications are in separate discussions to carve up U.S. Cellular, one of the country’s last remaining regional wireless carriers. The possible T-Mobile deal could be reached at any time, while the Verizon transaction is expected to take longer. Dividing the regional carrier into separate parts is designed to convince antitrust authorities in U.S. Department of Justice that the deals would not harm competition.
Blair Levin, a policy advisor for New Street Research, opined that regulators would likely approve of the transaction. “We think the analysis from a national geographic market perspective will demonstrate that US Cellular is not large enough to shift the current competitive dynamics, even if the government doesn’t include DISH and Cable in the calculus. If it does … it’s much easier to approve,” he added.
If members of the alarm industry currently utilize U.S. Cellular service for customer premise alarm radios, and/ or installer and guard communications, they will want to ensure that these services are not adversely affected by any acquisition.
to higher satisfaction levels and repeat engagement.
Conversational AI, with its humanlike interactions and contextual understanding, when structured and adopted with focus, has the potential to revolutionize the user experience. By engaging users in natural conversations and providing personalized assistance, it allows for a sense of connection and empathy. If necessary, Conversational AI can seamlessly escalate inquiries to human agents (with context) when necessary, ensuring a smooth transition for more complex issues.
Peter P. Giacalone a security professional for 40 years is President of Giacalone Associates, LLC, an independent security consulting firm & Cloud Communication Technologies, LLC an agnostic telecom and cloud advisor, serving central stations, manufacturers and dealers throughout the world. Mr. Giacalone can be contacted at 201-394-5536 or peter@giacaloneassociates.com
Research column continued from page 15
Energy Providers: Partnerships are transforming energy management capabilities and saving customers money. Thermostat adoption continues to increase, and their importance for utility players in demand response programs cannot be overstated. The middle market consumer actively seeks practicality and value, and smart home experiences that can actively save consumers money will be enticing to these new smart home users. Plus, as EV adoption grows quickly in some markets like California, consumers will need help in coordinating their major energy consuming devices like the HVAC system, major appliances, the hot water heater, pool pumps, with EV chargers to optimize energy bills and be responsive to the needs of the grid. New partnerships between energy providers and these devices will continue to drive adoption.
Insurers: Insurance partnerships are a key underutilized channel for device acquisition, and detecting fires and gas leaks are top use cases for insuranceprovided devices. Consumers also report high levels of trust in their insurance provider—more than half of insured households are willing to share data from their smart devices and systems with insurance providers for no incentive. Parks Associates research shows that 65% of Internet households are confident that their insurance providers protect their data.
An increasing number of smart home and residential security brands are partnering with insurance companies. The partnership between insurance companies and smart home players is more than just a collaboration; it’s a strategic move that aligns with both industries’ goals and business strategies. Insurance providers want to onboard policyholders with smart home benefits and reduce their risk profile while smart home brands can find new customers. Policy discounts and lower deductibles are powerful incentives to drive smart home adoption.
Next Phase of Growth
The connected home industry is entering a new phase where companies need to redirect their marketing and design efforts toward mainstream users.
The Early Majority is entering the smart home ecosystem, which to this point has catered more to Innovators and Early Adopters. Understanding this segment and how best to serve them helps smart home device providers bridge the gap between current conditions and a future, more expansive market.
Lowering Barriers to Entry
Industry players can further move the needle towards mass-market adoption of smart home devices by lowering the barriers to entry through seven key strategies:
• Lower the Cost: affordability is the biggest gating factor; provide affordable options to broaden your addressable market.
• Give Choice in Installation: DIY options are affordable, but some consumers will need help. Provide choice, including options that wrap installation cost into monthly subscription costs.
• Highlight Practical Value, Not the Tech: the mid-market consumer wants value and may be intimidated by the technology.
• Achieve Interoperability: don’t put the onus on the customer to figure out device integrations – play well with others.
• Provide Rock-Solid Support: middle market consumers won’t tolerate devices that don’t work; avoid device returns with proactive support.
• Earn and Maintain Consumer Trust: there is nothing more important than customers’ trust, particularly with connected protects that collect personal data.
Messaging to the Early Majority Finally, the smart home messaging must be tailored for the middle market. When deciding to buy, the Early Majority customer looks for evidence that a product is already accepted and successful. Testimonials, case studies, and endorsements from trusted sources become crucial. The product’s reliability and the company’s customer service and support are crucial factors. To reach the early majority, companies need to expand their marketing channels beyond niche forums or platforms used by innovators and early adopters, including mainstream media, broader social media campaigns, and partnerships with established brands in related fields.
The industry can build familiarity and trust by focusing marketing materials on the ability of these products to enhance home environments and improve safety and comfort. This strategic shift is crucial for tapping into the larger market potential and ensuring the continued growth of smart home technology adoption.
Parks Associates is a market research and consulting firm tracking the technology markets and with a special focus on security and smart home, as well as all other connected home and small-medium business solutions. This is an excerpt from a research white paper, Middle Market: Lowering Barriers to the Smart Home available to read at www.parksassociates.com
views, become “white noise” for the eyes. The operators just glance right over them with little effect. I have seen many examples were cameras stopped working, or stopped rotating, on the video wall and my operators simply did not notice for hours because of competing priorities or the “white noise” effect.
Video walls are a tool in the GSOC, but you want to do two things with them to combat this myth.
First, set up your video wall to be a success for your operation. Video walls should serve as a way to increase situational awareness for those needing to take a quick assessment of the operation. This is both in “standard” operations but also in emergency operations. Your video wall should be set up to dynamically change as your operation changes so that when needed the video wall is effective to those using it. Our video wall contains a list of active
alarms with a map showing each alarms location across our service area. It also contains the phone call and text message queue and response rates. And it shows our current guard deployment locations. So both myself, and the shift leads, can quickly see who is available, how heavy the work flow is in one area, and make adjustments as needed.
The video wall should also be capable for quick changes. When a panic button is pressed, does your video wall dynamically change to show those critical areas, to alert the room of the critical event? Does your video wall adjust for significant weather alerts or social media alerts of a high priority? Do you have mode you can switch to if you’re activating emergency coordination? Do the cameras on your video wall have significance to what is happening in your GSOC that week, day, shift, or even moment?
Dispelling this myth will also take education. Recognizing that the video wall is a bright and flashy thing that everyone sees, means you need to articulate its
use when providing tours of your GSOC. Tours should focus on the operator’s desk and what they are doing there. When you discuss the video wall, focus on how it assists in critical events and how it assists in the assessment of the operation on an ongoing basis. If cameras are up on the wall, explain how those cameras are used. If they are alert driven, then explain that other components alerted the operator and then explain those cameras. But most importantly, explain how video feeds alone provide no alerting to a potential issue. Explain the devices and analytics that do the alerting to your staff, which triggers them to look at the cameras.
The video wall is tool in your GSOC, but it comes with a set of myths and beliefs. Through proper set up and education you can unlock its real power and dispel the belief that the GSOC is constantly monitoring cameras.
Axis Communications recently celebrated the grand opening of its latest Axis Experience Center (AEC) in Frisco, Texas. The new Dallas-area facility replaces the original Irving AEC location with a larger, state-ofthe-art facility built to accommodate the need for a greater Axis presence in North Texas. The new facility is intended to better serve customers as the Axis Communications product portfolio expands and its partner ecosystem grows.
DMP launched an updated structure in its sales regions to provide a more personalized service to dealers. As part of these updates, the sales management team is expanding from three sales directors to five. Some of the sales territories have also been updated. Read more details in TMA’s Newsroom.
Wayne Alarm Systems, Inc. announced its acquisition of SAS Security Systems, Inc. of Watertown, Massachusetts. This expands Wayne Alarm’s footprint in the greater Boston area, allowing them to deliver their premier security services to a wider range of customers.
Verkada released the results of its 2024 State of Cloud Physical Security report. Based on insights from IT and physical security leaders across various sectors, the findings “look at current trends, insights, and challenges within the industry as it transitions from onpremises setups to cloud-based ones.”
Doyle Security Systems and Greenlight Networks have launched a strategic partnership. Both companies are headquartered in Rochester, NY and share a similar footprint across New York State. Through the partnership, Doyle and Greenlight are excited to bring the best quality security and fiber-optic internet to the communities they serve.
profit organization that seeks to accelerate the career advancement and professional development of young women pursuing leadership roles in the workplace. The awards ceremony was held at The Mansion at Oyster Bay in Woodbury, Long Island.
Elite Interactive Solutions announced the launch of its new website, eliteisi.com. The site was designed with the security end-user customer across a diverse range of vertical markets in mind in an appealing and user-friendly format.
PEOPLE IN THE NEWS
Joshua Parson, the founder of one of TMA’s newest members, Watchful, received the award for Hi-Tech Young Achiever at the New Zealand Hi Tech Awards 2024. Headquartered in Auckland, Watchful is an automated decision-making software that monitors security systems with an unparalleled level of detail. The company offers services in New Zealand, Australia and the United States.
Doyle Security Services President and CEO Mario Doyle, CPP, was honored with an award in recognition of his efforts to promote women’s leadership in the workplace. The 2024 MoXY Award was presented to Doyle by the Moxxie Mentoring Foundation, a non-
NAPCO Security Technologies, Inc. announced the promotions of several of its salespeople to management positions within the NAPCO Fire & Security division. The sales team will be headed up by Duane Warehime, as VP of Sales, NAPCO Fire & Security, assisted by three Directors of Sales, Fire & Security: David Sperber, Sales Director for the Southern Region, Troy Bonanno, Sales Director for the North Region and newly-promoted Jim Pless, Sales Director for Security & Smart Home, focusing on Prima Self-Contained Systems. All will be coordinating the efforts of NAPCO’s Regional Sales Managers & multiple independent rep agencies spanning North America.
AICC Co-Chair Tiffany Galarza, ADT, received ADT’s Circle of Excellence Award at an awards ceremony held at the El Conquistador Resort in Puerto Rico earlier in May.
The Electronic Security Association (ESA) presented TMA member Kirk MacDowell, President of MacGuard Security Advisors, with its 2023 Morris F. Weinstock Person of the Year Award during ESX 2024. This prestigious honor recognizes individuals who exemplify extraordinary dedication and leadership in advancing the electronic security and life safety industry.
Dr. Shane M. Clary Vice President, Codes and Standards Compliance at Bay Alarm Company, received the prestigious recognition of the William N. Moody Award during ESX 2024.
Holly Borgmann, Vice President, Government Affairs at ADT, received the Sara E. Jackson Award for 2024. This award is presented by ESX to individuals who exemplify extraordinary leadership and dedication in advancing the electronic security and life safety industry.
Jeff Montoya, Brad Heckert, Albert Faraone, and Steve Fletcher recently joined DMP’s sales team. Montoya will serve as New Regional Sales Manager, X1 West. Heckert will serve as New Director of Sales, West. Faraone will serve as the regional sales manager for Southern Texas. Steve Fletcher will serve Oklahoma as New Regional Sales Manager.
Jon Adams has returned to DMP as the vice president of sales. He will oversee the Sales Department and direct initiatives to continue growth and development.
Johnson Controls announced it has appointed Chris Bontempo as vicepresident and chief marketing officer, responsible for marketing strategies across the enterprise to drive demand generation and enhance brand equity, including market development, research and planning.
Rapid Response Monitoring announced Brian Sheehan as Project Management Office Manager. In this role, Brian will oversee all aspects of the project lifecycle and play a pivotal role in leading the dedicated Project Managers and Project Management Office to success.
IN MEMORY OF
Bensiyon Saul, founder of Sur-Guard, passed away the morning of April 12th.
Many know Sur-Guard from their Central Station Digital Alarm Receiver. Before that, Ben designed alarm control panels that were distributed by Aritech worldwide.
PRODUCT NEWS
Elite Interactive Solutions (EIS)has named John Valdez as the company’s new Vice President of Sales. A senior leader with 25 years’ experience working for Fortune 500 companies and start-up ventures, Valdez’s responsibilities include heading up Elite’s sales department with oversight of business development representatives and a lead generation call center.
DMP introduced its new XTLplus™ Packages. The XTLplus Classic Package includes a 7-inch Touchscreen Keypad, 3 door/window contacts, a motion detector and siren. Additionally, the XTLplus Premium Package also includes a video doorbell. These all-wireless solutions allow for easy, flexible installation. Network communication is FREE. Plus, no NOC gives your customers constant signal transmission.
Ajax Systems, Alarm.com, NAPCO Security Technologies, and Resideo products were named 2024 Innovation Award Winners at the Electronic Security Expo (ESX) in Louisville, KY.
Congratulations to new TMA member IronYun for winning the SIA NPS prize Best New Product Award and the Managed Services Award for its Vaidio AI Vision Platform 8.0 product. The awards were presented at ISC West on April 10th.
Congratulations also to these TMA members who also took home prizes:
AXIS Communications – Won multiple awards, including Threat Detection and Response Solutions Award for its AXIS D2210-VE Radar and Video Surveillance Awards for its AXIS W110 Body Worn Camera, and its AXIS Q9307LV Dome Camera, which won Honorable Mention in the same category.
Bosch – Won Hosted Video Solutions Award for its Bosch IQsight Data Fusion
Evolon – Won Commercial Monitoring Solutions Award for its Evolon Insights
TMA members took top awards in SSI magazine’s 2024 Sammy Awards. These include:
Best Community Outreach Program: Acadian Total Security
Best Display Advertisement (Print or Electronic): Everon
Best Overall Integrated Marketing Program: CPI Security
Best Sales Brochure: Elite Interactive Solutions
Best Vehicle Graphics Design: Stealth Monitoring
Installer of the Year: CPI Security
Integrated Installation of the Year: Everon
Telguard announced that it has partnered with Hochiki America in the development and release of the Hochiki FireNET Comm 5G communicator. As a flexible cellular solution to the continued phasing out of “plain old telephone service” (POTS) lines, the FireNET Comm 5G includes a custom connector cable that adds the ability to connect the communicator to the serial data port of the Hochiki FireNET Plus alarm control panel or the VES Elite RS-H panel, a private label version by Hochiki America.
FirstNet Certified Companies
TMA is pleased to introduce and recognize the following companies who have become FirstNet certified as of June 1, 2024.
ADT, LLC, Boca Raton, FL
AdvanceAlarmsInc.,BrokenArrow,OK
AFA Protective Systems, Inc., Syosset, NY
Affiliated Monitoring, Union, NJ
Alarm Systems (DC Electronics Two Inc dba IE Alarm Systems), Riverside, CA
Rapid Response Monitoring Services, Inc., Syracuse, NY
Securityhunter, Inc., Baltimore, MD
Solid Security Services, Inc. Buford, GA
SSC Services Inc. dba Cen-Signal, Columbus, GA
Statewide Monitoring Corporation, Staten Island, NY
Wayne Alarm Systems, Inc., Lynn, MA
Join us in welcoming our new and returning members to the TMA community! To view a complete list, go to https://tma.us/membership/new-members/.
Security Technology Services Provider
Watchful
Auckland, New Zealand (346) 362-5288 [USA] watchful.cloud
Watchful is an automated decisionmaking software that monitors security systems with an unparalleled level of detail.
Our accuracy minimizes arbitrary notifications to your stakeholders, allowing for rapid responses, and helping you scale your operations with capability and precision, without the need for additional human resources.
We are the Watchful eyes across your business. Our customized software sees what others cannot.
Our innovative tools see threats and interpret instructions in detail that most humans overlook. Our eyes don’t miss a thing.
Headquartered in Auckland, we have services available in New Zealand, Australia and the United States.
Non-Listed Monitoring
IVIS Security, Inc.
Las Vegas, NV (844) GET-IVIS info@ivisecurity.com ivisecurity.com
IVIS captures the best of human and artificial intelligence to transform your
business’ standard surveillance system into a smart security solution that discovers new ways for you to minimize operational expenses, maximize revenue, and improve your company’s overall performance while keeping you and your employees safe.
For enhanced protection, IVIS has combined the power of advanced object detection technology with over a decade of experience in the surveillance industry to remotely monitor your business 24/7. With a 98% theft prevention rate across more than 20,000 client sites worldwide, IVIS’ hybrid intelligence platform uses trained security professionals to investigate alerts of irregular activity near your site, virtually eliminating false alarms.
Even when an intruder’s presence is confirmed, our security professionals, known as Virtual Sentries, are equipped with remote deterrents like sirens, strobes, and even two-way audio to prevent crime before it actually occurs.
Relying on the same existing security infrastructure, IVIS can provide your company the competitive edge that
you’ve always wanted. Defying the notion that Big Data is only for Big Business, our smart security solution offers an affordable way to track customer and employee activity that directly impacts your bottom line. With actionable insights about optimal product placement, staff scheduling, employee performance/efficiency, inventory management, targeted sales strategies and more, IVIS’ analytics are customized to your specific needs so that your business can spend less and sell more. To learn more about how you can make our smart security solution work for you, please visit our website at ivisecurity.com or call 844-GET-IVIS to speak to an IVIS Expert today!
Ollivier Corporation
Los Angeles, CA www. olliviercorp.com
At Ollivier, we take a holistic, systemslevel approach to the design of your security solution. Not only do we provide you with a solution designed around the absolute best in breed security products, but we also look at how well it will work for your security team, your employees, customers, and other stakeholders.
You get out what you put in.
Make the most of your TMA membership in 2024. Learn how at www.tma.us/member-resources
A great security system optimizes protection, minimizes inconvenience, and is readily adjusted to accommodate changes in your risk profile. We will not be satisfied until we accomplish this for you and your organization.
Ollivier provides best-of-breed technology such as: Lenel OnGuard, Milestone Video Management Solutions, Panasonic; Commend Intercoms; Verint; Schlage Wireless Locking Systems; Fluid mesh Wireless communications, Traka, Amag and Next Level Security Systems. Ollivier is constantly open to new technologies that improve the experience and security of our customers.
We at Ollivier pride ourselves on building and keeping our customers. We have numerous relationships with companies that have been customers continuously for over 15 years. This is a testament to Ollivier’s design, build experience and commitment to service expertise and operational structure. Ollivier customers are satisfied customers.
Soc-X, LLC
Troy, MI
(248) 417+3302 www.socxlive.com
Drawing from a rich background in law enforcement, our alarm monitoring company is deeply rooted in a culture of protection and service. With a steadfast commitment to safeguarding homes and businesses, we employ state-of-the-art technology and vigilant monitoring to ensure comprehensive security solutions. Our experienced personnel, with years of service in law enforcement, bring unparalleled expertise to every aspect of our operations.
From rapid response to crisis management, our team is dedicated to providing round-the-dock protection, offering peace of mind to our clients. Trusted by countless individuals and organizations, we stand as a beacon of security in our communities, unwavering in our pursuit of safety and reliability.
GSOC Monitoring
Consolidated Management of Greenville, Inc.
Greenville, NC
taftfamilyventures.com
Consolidated Management of Greenville, Inc. is an integrated company designing, constructing, and managing commercial and multi-family properties in the southeast. We monitor elevator, surveillance, access control, fire, and smart home systems during construction and operation of the assets.
Consultant
Harkness Group
Pittsford, NY (410) 430-0717
harkness.group
David Snyder, President
Harkness Group is a video monitoring consulting firm that specializes in optimizing operational processes that drive sustainable growth, improve quality, response time, and labor utilization.
International Monitoring
YSG Security Solutions
Randburg, Gauteng
South Africa
+27837785543
sales@ysg.co.za ysg.co.za
YSG Security Solutions is a leading provider of remote offsite monitoring services since 2016. We also provide outsourced monitoring services to international monitoring businesses. Founded with a focus on integrating cutting-edge technology and proactive risk management strategies, YSG ensures the safety and success of its monitoring partners worldwide. With round-the-clock support and tailored solutions, YSG safeguards assets and mitigates threats in a dynamic security environment. Due to South Africa’s high
crime levels, we are experts in dealing with a variety of illicit activities. South Africa’s offshore call centre industry has experienced steady growth, driven by the country’s English-speaking workforce, cultural affinity with Western countries, and government support for business process outsourcing (BPO) initiatives. Locally we develop bespoke solutions to our client’s specific problems and have the best record of crime prevention actions on the continent.
Congratulate TMA’s 2024 Five Diamond Designees
The monitoring centers listed below are designated TMA Five Diamond through April 2025. This designation marks a commitment to the highest industry standards. Visit TMA.us for the most up-to-date listing of certificants.
Audeamus DBA Sebastian CorpKerman, CA www.audeamus.net
Full Service Monitoring Designated since 1/2024
a.p.i. Alarm Inc. Denver, CO
www.apialarm.com
Full Service Monitoring Designated since 01/2023
a.p.i. Alarm Inc. Toronto, ON www.apialarm.com
Full Service Monitoring Designated since 01/2023
Acadian Monitoring Services, LLC
Lafayette, LA
www.acadianmonitoringservices.com
Wholesale Monitoring Designated since 01/2005
ADT
Knoxville, TN
www.adt.com/local/tn/knoxville
Full Service Monitoring Designated since 04/2024
ADT by Telus Calgary AB www.telus.com
Full-service and Wholesale Designated since 12/2020
ADT by Telus Saint Leonard QC www.telus.com
Full Service and Wholesale MonitoringDesignated since 12/2023 New in 2023!
ADT Commercial LLC (formerly Protection One)
Irving, TX
www.adt.com
Full Service Monitoring Designated since 10/2014
Affiliated Monitoring Union, NJ
www.affiliated.com
Wholesale Monitoring Designated since 09/2005
Affiliated Monitoring Houston, TX
www.affiliated.com
Wholesale Monitoring Designated since 05/2022
Alarm Detection Systems, Inc. Aurora, IL
www.adsalarm.com
Full Service Monitoring Designated since 08/2003
Alarm Detection Systems, Inc. (formerly Safe Systems) Louisville, CO www.adsalarm.com
Go to TMATraining.org to preview TMA’s extensive catalog of online training. While we’re best known for our online Operator Levels 1 & 2, we offer a whole lot more!
