PROVO, Utah — Vivint, formerly APX Alarm, will convert more than 500,000 accounts to the stagesTM monitoring platform by Secure Global Solutions (SGS). The advanced software solution will be deployed at Vivint’s monitoring stations in Provo, Utah, and St. Paul, Minn.
“The solution simplifies the job of our dispatchers, allowing them to focus on providing exceptional service,” Vivint Vice President of Operations Lindsay Grauling tells SSI.
Vivint’s monitoring stations provide response for burglary, fire and medical dispatch. With its previous system, the company relied on extensive training to maintain its quality standards, says Grauling. The stages system automates complex processes that Grauling describes as a “structured, decision-tree approach,” guiding operators through vital response steps. The software controls whom to call and what operators can do if they reach an answering machine.
“SGS really looked into our processes to help us create changes to dispatch procedures without pulling agents off the phones for long, intense trainings,” says Grauling.
SGS will participate in the software installation process, SGS Vice President Hank Goldberg tells SSI. Once completed, system data will be converted and integrated into other Vivint applications and hardware.
“Vivint has actually written its own application for customer service,” Goldberg says. “We have an application product interface [API] that allows end users to rapidly increase integration with their own solutions.”
During the 90-day installation, roughly 200 operators will receive training from SGS. Both the old system and the stages system will run parallel to each other until the job is completed sometime in April. The conversion will be transparent to customers, Grauling adds.
Goldberg notes that what makes stages different from other software platforms is that it really fits the needs of its customers. “Our whole idea is not really selling in volume,” he says. “It’s about creating solutions for our customers, not just replacing software. We really are changing a lot of the technology and how things are done.”