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Control Rooms and Security Operations Centres

The Value of Time

Overview

What happens when something happens?

Routine Request

When someone realizes they've lost their parking ticket and presses the help button, their request enters a support queue where it's sorted by issue type and urgency. Once the request is pulled from the queue, customer support assesses the situation to understand the problem and determine the appropriate response needed. The control room staff then assists the person with instructions, ultimately resolving the issue by opening the barrier or issuing a replacement ticket.

Providing excellent customer service

SOCs and contact centres must meet strict response times while ensuring quality support. This requires skilled agents, the right technology, and clear communication, since barriers like poor audio or language gaps can cause delays and frustration.

Managing information overload

Technology will ease operator strain by routing calls, reducing errors, and handling routine tasks. With clear dashboards, AI support, and real-time alerts, staff can focus on critical issues, boosting efficiency and customer satisfaction.

Overcoming staff shortages

Staff shortages and high stress make control room roles hard to fill. Automation, virtual assistants, data-driven staffing, and remote tools help manage workloads, improve efficiency, and attract and retain skilled personnel.

Data-driven decision making

Data integration and AI empower SOC operators with real-time insights, anomaly detection, and decision support. This boosts efficiency, safety, and service quality while enabling smarter, faster, and more informed operational decisions.

Solutions for more efficiency

Ivy Virtual Assistant

Ivy can handle routine inquiries, filter out empty or malicious calls, and provide immediate 24/7 responses that reduce call loads and free staff for critical issues. It also supports smarter decision-making, ensuring optimised resources, consistent service quality, and improved emergency response.

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AI Cleans Voice from Noise

In noisy, high-stakes environments like manufacturing facilities, AI-driven speech enhancement ensures crystal-clear communication by separating voices from background noise and echoes in real time, preventing dangerous misunderstandings. By delivering face-to-face conversation quality, boosting productivity, and reducing errors, this technology shows why perfect speech intelligibility isn't just a luxury but a necessity.

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Monitoring

Ivy Live Translation

Real-time speech translation enables seamless communication across language barriers by instantly converting spoken input into natural-sounding voice output and live text displays, allowing individuals to converse in their preferred language. This technology is especially critical in high-pressure, multilingual environments, ensuring clarity, efficiency, and trusted communication where every word and second matter.

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Audio Analysis

Audio analysis enhances safety and efficiency by distinguishing normal sound levels from abnormal events like accidents, unrest, or perimeter damage. When anomalies are detected, the system triggers alerts and enables targeted surveillance and interventions, improving response times while preserving privacy.

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Commend Whitepaper

Learn how to increase efficiency in control rooms and security operations centres by downloading this insightful whitepaper for free!

September 17–18 in Brussels, BE

Meet us at the EPA Conference!

The 21st EPA Conference and Exhibition, organised by the European Parking Association, will take place on September 17–18 in Brussels and serves as the flagship biennial event for smart parking and urban mobility professionals. Visit our local experts at booth A17 to experience how Ivy Live Translation can enhance your parking operations! More information