Enhancing Enterprise Scalability with New Intercom Software Features

Every day, Verkada’s intercoms facilitate over 100,000 calls for thousands of customers around the globe. Using Command, customers can configure when and how calls are taken, manage intercom deployments, and review call history. To facilitate larger-scale implementations, we’re excited to announce new software features designed to help organizations gain better visibility and control over their devices and sites. 

Intercom Dashboard

Organizations with dozens or even hundreds of intercoms need a quick way to better understand fleet health and usage. Our new Dashboard feature gives admins a snapshot view of devices and sites to provide insights into system condition and ongoing activity. Organizations can use the dashboard to determine if any devices are offline and see a breakdown of answered calls, missed calls, and door unlocks by device or receiver. The usage chart displays these metrics in a weekly summary.

Furthermore, the dashboard lists the most active intercoms and receivers, most frequent call responders, and average times for call responders to pick up a call. This will not only help organizations ensure that intercoms are answered in a timely manner, but also provide more information on when intercoms are in heavy use to make better staffing decisions. For instance, persistent missed calls or slow response times can be addressed by adjusting call flow structure or by adding more users as receivers.

Events Reporting

Some organizations may have compliance and workflow requirements that necessitate reporting on when and how intercoms are used, such as recording visitor and delivery timestamps, tracking movement into restricted buildings, and preparing for audits. We’ve made it easy to create a report of all events across intercoms and sites, and export them to a CSV. 

More Control over Call Flows

Expanding upon prior enhancements that make it simpler to configure intercoms at any scale, we’ve improved call flow functionality to allow admins even more control over how intercom calls are received. 

We’ve updated the call flows interface, making it easier for users to locate calling logic and view the intercoms that are linked to a call flow. We’ve also made it possible to designate receiver types for individual users, allowing the choice of taking a call through the Verkada Pass App, phone number, and/or Command. 

Many customers have also requested the ability to provision different levels of access for users in order to maintain more control over who can alter call flows. Within the Call Flows page, users with edit permissions can add receivers to call lists, configure calling groups, and modify schedules, while users with view-only capability can see who the intercom calls and when.

Finally, admins can easily link an intercom to an existing call flow directly from the Receivers page, instantly updating calling logic without needing to create duplicate call flows. 

Intercom Alerts 

Verkada alerts via push notifications, SMS, and email help our customers shorten the time needed to respond to critical events. Alerts for the majority of our products are also found on the Alerts page within Command. With this latest release, we are introducing the ability to configure intercom alerts: it is now possible to create alerts for four events (call triggered call missed, door unlocked, and SIP error) as well as designate who, when, and how a user is notified of these events. In addition, intercom alerts will be consolidated into the Alerts page for a more centralized view across an organization, further enhancing security and proactive monitoring.

AI-Powered Transcription Search

Call transcripts have been instrumental in helping customers quickly review what was said during intercom calls. To enhance this capability, we’re bringing LLM search to call transcripts. By leveraging state-of-the-art large language models and augmenting them with context-specific attributes, we’re able to utilize our AI-powered search functionality to search call transcripts at scale. 

Users can enter freeform text searches in natural language and surface all instances where a query term was mentioned during a call. For example, users can type “delivery” and get a list of all events where “delivery” or related phrases like “package” were discussed on an intercom call. Each event is accompanied by a synopsis which summarizes the transcript and explains why the result is relevant. This will increase efficiency in pinpointing pertinent events, especially for organizations with many devices across many sites and geographies.

Availability

These new features will be available on August 15, 2024. To learn more, join our upcoming What’s New Webinar or contact [email protected].