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R20 million monitoring upgrade

Chubb Security South Africa has invested R20 million upgrading its monitoring systems. The company is in the final phase of the deployment of the new MASterMind monitoring platform from its current infrastructure which will go live during the first quarter of 2009.

“Chubb Security is the first company in South Africa to implement MASterMind software,” said Stefan Oberholtzer, group managing director of Chubb Security South Africa. “One of the most important features of the MASterMind software is that it offers practically 100% uptime, ensuring customers total peace of mind.

Our Monitoring Centre operators can now deal with our clients’ emergencies faster and more effectively as all the information required to make the best decisions is available on a single screen.”

MASterMind uses a sophisticated operator dispatch system. All events that involve an account are given to a Chubb operator on a dispatch screen which then prompts staff through the entire dispatch sequence. Pertinent information needed to process an alarm is selected from multiple files and is concisely disclosed, which speeds resolution and reduces human errors through misinterpretation.

MASterMind has a Voice Response Terminal (VRT) system which allows touch-tone telephone access to Chubb’s central station database in the Monitoring Centre. “From any touch-tone telephone, our clients can update their personal information such as change of address; changes to the premises; change of passwords; new opening and closing times of their businesses; whether they have acquired new pets etc.

“However access to our new system will be denied unless the caller properly identifies himself with a valid personal identification number (PIN). We will be collecting (PINs) from all existing customers via a Web interface,” said Oberholtzer.

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