WHAT SHOULD YOU KNOW ABOUT VIDEO MONITORING AND REMOTE SURVEILLANCE SERVICES?

[The following information has been primarily prepared for company executives to serve as a compass in the labyrinth of different types of video remote surveillance services.]

Video monitoring and remote surveillance services operate based on event notifications received from digital network video recorders (NVRs). The quality of the service is fundamentally determined by video management and incident handling. However, in order to understand their practical significance, one must be familiar with the capabilities of digital network video recorders and the technical readiness and technological preparedness of companies providing remote surveillance services.

WHAT CAN A DIGITAL NETWORK VIDEO RECORDER DO?

Digital network video recorders (e.g., Hikvision, Techson) record and store images from connected IP cameras. Their client software enables remote access to cameras, continuous live view monitoring, playback, and configuration.

WHAT CAN A DIGITAL NETWORK VIDEO RECORDER NOT DO?

Most digital network video recorders do not have client software suitable for video management or interactive incident handling. Video management involves parallel access and servicing of multiple sites’ video recorders of different types and brands. Incident handling supports professional assessment of incoming alarm video images by operators, as well as documented execution of related tasks, interventions, and notifications.

VIDEO MANAGEMENT and INCIDENT HANDLING have become essential parts of dispatcher-based video monitoring services. Therefore, remote surveillance service providers must ensure their systems are capable of:

• Receiving alarm signals from different types of video systems on a unified software platform (multi-domain handling),
• Displaying alarms uniformly,
• Assessing incident-related video according to predefined protocols,
• Initiating remote, local interventions (e.g., issuing verbal warnings via outdoor loudspeakers),
• Manually (call) or automatically (SMS, email, push notification) notifying clients, patrol units, authorities, or maintenance personnel,
• Documenting interventions professionally (linked with video evidence),
• Professionally managing related tasks (e.g., reporting and generating statistics).

TRADITIONAL, REACTIVE VIDEO MONITORING AND REMOTE SURVEILLANCE SERVICES

The emergence of digital network video recorders led to the birth of video-based security remote monitoring services. By replacing manned guarding, clients can achieve significant cost savings. Remote surveillance providers saw new market opportunities in these video security services. However, most providers still lack the technical background necessary for simultaneously receiving camera images from different video systems and managing and documenting video alarms professionally.

This challenge stems primarily from functional deficiencies in existing remote surveillance software, which typically is not prepared to handle various video systems and manage their interactive incidents. As a result: Operators are forced to monitor the live images of multiple video recorders 24/7 using manufacturer-provided client software via broadband internet. Because the software originates from different manufacturers, their operation occurs separately ("island mode"). Surveillance rooms are lined with video walls composed of monitors displaying hundreds of live camera feeds to avoid connection delays during alarms.

However, this operational approach introduces significant risks: Managing various client software simultaneously complicates dispatchers’ work, Video client software is not designed to document video alarm assessments, forcing operators to use separate software, increasing the chance of human error and compromising service quality.

Alarm handling in this traditional setup follows a reactive methodology similar to alarm system monitoring: Upon receiving an alarm, the dispatcher immediately deploys a patrol unit, which investigates on-site. This service is referred to as traditional reactive video monitoring and remote surveillance service.

ADVANTAGES OF TRADITIONAL SERVICE

IMMEDIATE START-UP

The service is based on the digital video recorder’s factory client software; it can start right after client software installation.

FAVORABLE COST

Pricing matches the traditional alarm system monitoring service, both in quality and cost.

DISADVANTAGES OF TRADITIONAL SERVICE

MODERN, PREVENTIVE INTERVENTION-BASED VIDEO MONITORING AND ONLINE GATEKEEPER SERVICES

Learning from the disadvantages and risks of traditional reactive services, a modern, artificial intelligence-based, preventive intervention video monitoring and online gatekeeper service was developed. In contrast to reactive services, the dispatcher in preventive services: Can actively intervene in real-time via remote control, Significantly improving protection and security levels.

In reactive video monitoring, no interaction occurs between the dispatcher and an on-site offender, so crimes cannot be prevented — only reacted to after occurrence. However, in preventive service: The dispatcher remotely activates floodlights installed along the perimeter, Issues a live verbal warning via an outdoor loudspeaker, If necessary, dispatches patrol units if verbal warnings are ignored.

The live verbal intervention has proven to be highly effective, drastically reducing intrusion attempts and the need for on-site interventions.

Thus, artificial intelligence-based, preventive intervention video monitoring services substantially increase property security by: Targeted observation by artificial intelligence, Remote control of lighting, Direct live communication, outperforming traditional on-site security guards in effectiveness.

ADVANTAGES OF THE SERVICE

INTEGRATION WITH ARTIFICIAL INTELLIGENCE-BASED VIDEO SYSTEMS

The remote surveillance incident management system can seamlessly integrate with an artificial intelligence-based network video recording system (e.g., Luxriot, AxxonSoft, HikCentral), which uses different types of cameras and sensors. This integration enables the remote surveillance system to instantly receive data and alerts from the video network monitored by artificial intelligence.

REAL-TIME ALERT MANAGEMENT

The remote surveillance system can automatically manage alerts when artificial intelligence detects unusual events, such as intrusions, fires, or equipment failures. Alerts are immediately forwarded to dispatchers, who respond quickly to the situation. Alerts include:

• The type of the event
• The exact location of the event
• Related video recordings and data
• Client-specific details about equipment or the site

CLIENT-SPECIFIC PARAMETERS

Since the dispatch center serves multiple clients, the remote surveillance system provides the ability to create customized settings for each client. This includes:

• Client-specific alert protocols and event handling procedures
• Management of alert thresholds and priorities related to various technical devices
• Clients’ preferences regarding response times and handling methods

AUTOMATED AND MANUAL INCIDENT HANDLING PROCESSES

The remote surveillance system flexibly supports both automated and manual interventions. Automated interventions may include:

• Automatic notifications to the client or on-site security personnel
• Forwarding alerts to technical teams or external service providers
  Additionally, dispatchers can manually intervene upon receiving an alert, such as:
• Controlling cameras and devices for further investigation
• Remotely controlling floodlights
• Remote intervention through the public address system and gate intercom system

CENTRAL EVENT LOGGING AND AUDITING

The remote surveillance system keeps a detailed event log for each alert and incident, including:

• The time, source, and type of the alert
• The timeline of dispatcher interventions
• Recording all related communications and actions
• Logging client notifications and feedback
  This ensures auditability and helps resolve potential legal or technical disputes, while also improving service quality.

SCALABILITY AND MULTI-TENANCY SUPPORT

Thanks to the scalability of the remote surveillance system, it can handle multiple clients and sites simultaneously without compromising the speed or efficiency of incident handling. With multi-tenancy, each client has isolated data and settings within the remote surveillance system.

COMMUNICATION AND REPORTING

The remote surveillance system is equipped with built-in communication features, enabling dispatchers to easily connect and interact with on-site personnel or individuals preparing to commit criminal acts via the outdoor public address system. It also has automatic reporting capabilities to generate regular reports for clients regarding alerts and their handling.

ARTIFICIAL INTELLIGENCE-SUPPORTED ANALYTICS AND PREDICTIONS

The remote surveillance system is capable of collecting and analyzing data generated by artificial intelligence. This helps identify trends and long-term patterns, allowing future issues to be prevented and overall security to be optimized.

MOBILE AND WEB-BASED ACCESS

The system provides dispatchers and patrol units access from anywhere, making mobile and web-based accessibility a key feature. This enhances efficiency and responsiveness.

FLEXIBILITY IN HANDLING VARIOUS INDUSTRIAL STANDARDS AND PROTOCOLS

The remote surveillance system is compatible with industrial standards used by various technical devices and systems (e.g., Video Management APIs, SCADA, IoT devices). Thus, it can adapt to client-specific solutions based on different technologies.

DISADVANTAGES OF THE SERVICE

REQUIRES EQUIPMENT PROCUREMENT

The implementation of modern, preventive intervention-based video surveillance requires the procurement and installation of an artificial intelligence-based digital network video recorder (e.g., https://www.luxriot.com/), outdoor loudspeakers (e.g., https://www.axis.com/products/axis-c1310-e-mk-ii), and floodlights or spotlights (e.g., https://www.ledcenter.hu/kategoriak/led-fenyvetok-led-reflektorok).
The implementation of the online gatekeeper service requires the procurement and on-site installation of a GSM-based infocommunication terminal (e.g., https://www.mohanet.hu/imachine-classic).

HIGHER SERVICE FEE

Compared to the remote surveillance of alarm systems, the service fee is significantly higher.
By introducing the modern, artificial intelligence-based, preventive intervention video surveillance service, the client substantially increases operational efficiency and security. A dispatcher is constantly available for the facility, monitors its varying needs and technological environment, and proactively prevents the development of adverse incidents through interactive interventions when necessary.
The service represents a much higher added value compared to the remote surveillance of alarm systems, and therefore its fee is also higher. However, it still costs only about one-third of traditional manned guarding, while providing significantly superior security, quality, and efficiency.

When introducing a video surveillance remote monitoring service, it is always recommended that the client verify whether the selected remote surveillance provider's technical readiness and system are capable of fully meeting and supporting the above requirements.
This can be done through in-depth interviews by asking technical questions and by reviewing the dispatcher center’s software, where the provider can demonstrate the full process of dispatcher interventions in practice, enabling the client to validate the answers received from the service provider.

DISPATCHER INTERVENTION PROCESS IN CASE OF ARTIFICIAL INTELLIGENCE-BASED VIDEO SURVEILLANCE

1. An alarm is received from an artificial intelligence-based network video recorder into the MONITORINGBOOK remote surveillance software.

2. The dispatcher opens the incident action worksheet associated with the alarm in the MONITORINGBOOK remote surveillance software and begins evaluating the alarm according to the prescribed tasks and instructions.

3. The dispatcher remotely plays back the recorded camera footage of the alarm event saved by the artificial intelligence-based video recorder (left camera image) to visually check and validate the event that triggered the alarm, while simultaneously monitoring the live feed of the same camera (right camera image).

4. After evaluating the alarm event, the dispatcher immediately begins the professional management of the incident.
That is, by pressing a button within the MONITORINGBOOK remote surveillance software, the dispatcher establishes a voice connection with the outdoor loudspeaker installed at the site and issues a live verbal warning instructing the intruder to immediately leave the premises.
Since the offender has already entered the property, the dispatcher, according to protocol, must also notify the patrol service, which upon arrival inspects the site and reports the results back to the dispatcher, who then records it on the worksheet and closes the case.