ADT, or the American Digital Tracking, is a firm that provides residential security systems and monitors. Since its founding in the 1970s, ADT has expanded its offerings to include remote vehicle tracking systems and several other digital security products. Today, it is one of the largest suppliers of residential security products.
The traditional alarm company model is on the decline, and ADT is leading the way in embracing the changes brought about by the pandemic. The company now has a significant portion of its residential security sales happening over the phone, rather than in-person. This, coupled with the fact that more people are working remotely, means that a lot more of ADT’s interactions are happening over the phone.
Despite the growing role of its SaaS (Software as a Service) products, ADT still heavily relies on its traditional residential security alarm service for generating revenue. In fact, the vast majority of ADT’s revenue (over $2.2 billion, according to the company’s most recent annual report) comes from its residential security business. This could make ADT a somewhat risky company to buy, as its residential security operation is essentially its largest and most profitable business segment.
So what is ADT’s 2-Way Voice and how does it work? ADT’s 2-Way Voice is its proprietary product for communicating with customers who have installed its traditional residential security alarm system. Like many other companies, ADT recognized the value of providing multiple methods of communication in order to remain accessible to its customers.
What sets ADT’s 2-Way Voice apart from other security alarm systems is its innovative design. Rather than having just one form of communication available, ADT makes use of two-way voice technology, allowing its customers to communicate with the company via both phone and internet. Two-way voice technology is still relatively uncommon in the security alarm industry, even though it has been around for decades. It was originally developed for telephone networks and then later adapted for computer modems, and it has also been used to establish communication between online trading platforms and their customers.
ADT’s 2-Way Voice creates a hybrid communication model that provides its customers with both flexibility and enhanced security. Its customers can log into the company’s web portal and perform various tasks such as viewing their home or business security system’s activity map, checking the status of their account, and reviewing their order history. From the portal, customers can then call the national ADT customer support number and speak with a live agent. A live agent will then help guide the customer through the setup process and answer any questions about the system.
Like many other large security alarm system providers, ADT generally sends an initial team to the customer’s home to perform an installation. After the initial team has been dispatched and set up the equipment, a follow-up team will visit the customer to walk them through the setup process and train them on the use of their new security alarm system. The entire process, from initial contact to finished product, can take several days to weeks.
In addition to the installation team, ADT also has a small remote support team that can provide additional help as needed. While some customers may need only a simple phone call to have their questions answered, others may require more extensive remote support, depending on what specific issues they are experiencing. Customers who require extensive support may find it more convenient to meet with an agent in person rather than over the phone.
Traditional alarm systems provide many benefits to customers, and, as a result, have become very popular over the years. Not only do they make customers feel safer and more comfortable, but they can also help reduce emergency response times and the amount of damage property might experience in the event of a break-in.
If a customer lives alone, chances are they will feel safer with a security alarm system than without one. It may not be the most comfortable feeling walking into a stranger’s house, but it’s a heck of a lot more convenient than ever before to have a security alarm system. Customers can arm and disarm their system from anywhere and at any time they want using the app or website, rather than having to walk to the door and ring the doorbell.
Some customers may find it more convenient to keep their system on all the time, even when they are not at home. This can be useful if they are traveling abroad or if they have a late-night babysitter they trust. Some systems provide two-way video so that the customer can monitor their home even when they are away. This can be extremely convenient if the customer has a long layover at the airport or on a layover from one flight to the next.
Like any other product or service, security alarm systems also have their challenges. One of the biggest issues for customers relates to the equipment itself. Many consumers have reported experiencing difficulty in setting up their security alarm system, especially if they are using the internet to connect to their home network. This can be a time-consuming process and something that can really frustrate customers if they are not tech-savvy enough to handle themselves (or if they are just plain old and get frustrated because it’s so much work). In these situations, it might be easier to hire a professional to set up the alarm system for you.
Another challenge for traditional alarm systems relates to the amount of internet connection needed to operate them. In the past, customers would need a dial-up connection to access the internet, which meant they could only do so while on the phone with an internet service provider. Nowadays, more customers are using WiFI or other wireless internet connections, which means they can access the internet even when they are not physically at their computer. However, in doing so, they have taken away the ability for the alarm system to operate without being physically connected to a computer (via a cable).
While some companies are still trying to figure out how to make effective use of two-way voice technology in the residential security alarm industry, others are looking towards the future and what emerging technologies might mean for the home security industry.
Thanks to the pandemic, more people than ever are staying at home, and this trend is likely to continue. The ability to connect with your home, check on its status, and monitor your security system remotely could become a valuable tool for customers who are unable to leave their homes.
Additionally, as more people work remotely, the need for face-to-face contact between employees and customers decreases. This could pave the way for companies like ADT to provide even more value to their customers by making their information and resources available whenever and wherever needed. Some customers might not want to or be able to physically visit a security alarm company’s office to have their questions answered, so companies like ADT that can provide this remote assistance could become significantly more valuable.
It’s important to note that while some companies, like ADT, have recognized the importance of emerging technologies, not all have adapted their businesses to suit them. Some companies have even gone as far as closing their doors, unable to adapt to the changing times.