For years, the business of remote surveillance consisted of remotely monitoring and securing property and people from a remote operational centre. The signals received by the operator would come from heterogeneous systems essentially focused on anti-intrusion, installed at diverse customer sites (private premises, shops, banks, museums, etc.). A first revolution took place with the arrival of video verification, which gradually replaced or was used in conjunction with audio.
These days, changes in the market and increased human costs are forcing the profession, either in teams of operators who are present 24/7 or mobile operators, to constantly search for profitability. Remote monitoring has branched out into value-added services within a much broader framework, moving from security to safety. As a result, a need has emerged for tools integrating not only extremely broad anti-intrusion management capabilities, but also fire, access control, people management (isolated workers or subscribers), telephony, lifts, CCTV, geolocation, the IoT, remote assistance for people, telephone concierge services, remote management, etc.
Tools are of critical importance in effectively supporting these operations, while it has gradually become necessary to automate certain repetitive tasks. These days, tool choice is no longer focused solely on the capacity to sequentially automate (if-then-alternatively) actions by sending voice messages, SMS, statistics, etc., but on integrating AI mechanisms which make it possible to predict the reality of an alarm, video scene or audio sequence using "enhanced human operators".
Tool choice must also be based on flexibility and security of use in the context of remote work, part-time work or the remote takeover of local management. Strong interaction with partners, whether they are mobile responders, technicians or law enforcement agencies, is essential. It must be possible to rely on interoperability with third-party systems.
Finally, these tools and offers should also allow remote monitoring operators to refocus on their jobs, no longer needing to worry about the administration and security of computer systems and networks.
The range of SaaS products and services that ESI offers is extremely comprehensive and versatile, covering all of the new needs that will enable the world of remote monitoring to complete its transformation and enter the world of security services.
- From security to safety: new value-added services to be offered
- AI for performance and profitability
- Secure communication with external parties
Video protection is one of the security components that has evolved the most in terms of integrated technologies and interoperability: ESI's V1 solution integrated these developments to enable optimised "human-machine" video surveillance.
- 140 video protocols available in the catalogue
- Local or de-localised monitoring
- Optimisation and automation of video analysis thanks to AI
Thanks to its experience in the key European markets, particularly in the UK where CCTV monitoring is very present, ESI has adapted its V1 video solution to make it a real extension of the human surveillance tasks at sensitive sites. It brings efficiency, safety and competitiveness to the sector. This is particularly thanks to triggered virtual rounds which alternate with physical rounds.
Following a complete overhaul of the products based on thin client technologies, video is now managed in a static or mobile way, making it possible to substantially increase the reaction capacities of the entire intervention chain.
Local video supervision can now be delegated to centralised organisations, such as regional clusters or national centres.
The introduction of AI in the AV1 video analysis engine, developed in partnership with INRIA, provides an interpretation, a meaning, a decision-making aid with respect to what an operator will have to view, thereby considerably improving the relevance of the operator’s work.
Further features may also be implemented remotely: technical verification of cameras and their availability, remote access control, virtual concierge etc.
The ESI range of products and services provides support that is both sustainable and appropriate for this constantly growing activity, allowing secure home support. In a SaaS-type usage mode, telecare assistants are able to concentrate on the purely operational aspects of their job, freeing themselves from the complexity of administering and securing their tools.
- A wider range of services
- Video and geolocation
- Secure communication with partner operators
The increase in life expectancy, the disappearance of inter-generational co-habitation, the saturation and cost of retirement homes make secure home care one of society's major priorities. This security process no longer only concerns the elderly but also active senior citizens, who continue to be mobile on a day-to-day basis.
Telecare therefore offers a real alternative, as long as it evolves and broadens its range of services, so that it is not only limited to just receiving and managing telephone calls or wearable alarms. Indeed, telecare must take into account multimedia means of communication and verification. It must allow the risks and difficulties of subscribers to be anticipated, and it must adapt to their mobility. It must take into account the intrinsic needs of complementary personal services and the medical dimension that telemedicine is beginning to cover.
The choice of tools required for this change poses a major challenge.
It is essential for users to be able to interact securely with any type of system or device, including video or geolocation. Flexibility of use and ergonomics must now, as in the neighbouring world of remote monitoring, be based upon innovative technology that reduces the repetitive tasks of operators, thanks to the introduction of AI.
Tool choice must also be based on flexibility and security of use in the context of remote work, part-time work or the remote takeover of local management. Strong interaction with partners, whether they are mobile responders, technicians, medical staff, families or emergency services, is essential. It must be possible to rely on real-time interoperability with third-party systems.
Public and local authorities are taking on growing responsibilities for the security of public property and people, while some state bodies and police services guarantee this security at national level.
- High-performance, ultra-secure tools
- Combination of local and national platforms
- Trusted third parties
Since 2005, ESI has been entrusted with designing and implementing a national platform for the protection of property and people at the request of the Ministry of the Interior. This platform, R@MSES NG, powered by ESI's security software, enables the centralised monitoring of sensitive sites throughout France (Banque de France, embassies, consulates, national museums, tax offices, forensic police and certain emergency telephone numbers).
Sharing information and delegating certain missions forming part of the Public-Private Security Continuum also bring with them technological requirements. ESI has met these requirements through several innovative projects, thanks to its experience and its position as European leader on the private remote security market.
ESI's wide range of products ensures optimal management of an entire fleet of lifts, right down to the management of technician interventions, with a level of reliability, traceability and safety that is compliant with GDPR regulations.
- Library of more than 40 lift protocols
- Management of duplex intercom systems
- Management of remote alarms and data or technical anomalies
Call centres in charge of monitoring fleets of lifts are particularly faced with the need to integrate protocols specific to the communications and warning equipment installed in a fleet’s cabins. The technology that has been embedded for years in our F1 front end software makes it possible to cover the wide diversity of these "languages" and modes of communication: for example, around 40 lift protocols, using IP and SIP trunk-type media, currently form part of our catalogue.
Duplex intercom management is one of these devices’ main features, making it possible to talk to the people in the lift cabin while also enabling it to be blocked in the event of a lift fault. As it is interconnected with the centre's telephony systems, the routing of the intercom to an operator in charge of monitoring incidents is fully linked to the distribution of alarms. It also enables voice on hold processes that reassure the caller to be managed, with the possibility of making these voice synthesis and voice recognition-based.
Managing remote alarms and data or technical anomalies enables rapid intervention, thanks to site-specific instructions, presented according to an action plan and decision-making support, including a visualisation on a map. By collecting this information, it is possible to have an events database containing the technical history of each piece of equipment, which can then be used to anticipate after-sales service actions or to generate statistical reports.