Exclusive interview with Aiphone’s John Hemp on innovating communication 

Exclusive-interview-with-John-Hemp-on-innovating-communication 

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International Security Journal hears from John Hemp, Director of Sales – Northeast US for Aiphone 

Can you tell us more about the history of Aiphone? 

With over 70 years of experience in Japan and more than 50 years in North America, we’re proud to be recognised as the most trusted name in security intercom systems.

We’re not a startup trying to make a name for ourselves—we’ve been in this industry long enough to understand what matters.  

What sets us apart is our ability to offer a wide range of access and communication solutions that meet the diverse needs of our customers.

But it’s not just about the products; it’s about the relationships we’ve built with dealers and clients over the years.  

How can intercoms and audio systems enhance security? What advantages do they offer? 

There is no kind of verification like human verification. Badges can be faked, so allowing a person to take presented information and make a decision provides a complete access control solution.  

Security is all about verification. One of the most effective ways to protect a space is to control foot traffic and authenticate who is coming in and who is coming out.

Intercoms add a critical interaction layer to that process by allowing people to safely interact with visitors.

Unlike other forms of access control – where someone uses a badge to enter – intercoms allow people to talk to one another.   

Many people think of intercoms as simply a tool for granting access at the front door, but they offer much more functionality.

Intercoms can broadcast mass notifications during emergencies, alert people about extreme weather events and advise them to seek shelter or disseminate important message to a wider audience.

It’s much more than just perimeter security. 

One of the other key advantages that extends beyond security to impact the broader business is the sense of safety an intercom creates for customers.

When customers see an intercom system in place, it provides a sense that someone is nearby and available to assist, which can be reassuring.

This is why two-way communication is so crucial; it not only allows for immediate interaction but also fosters a feeling of responsiveness and care, making customers feel more secure and valued. 

What wider benefits can intercoms and audio systems provide to a business or organisation? 

The pandemic has significantly transformed the way we interact – intercoms and security solutions have become essential tools in adapting to this new reality.

Since 2020, the rise of remote work and staffing reductions has created a need for innovative ways to control access and facilitate communication, particularly in commercial, educational and government settings. 

For instance, businesses often deal with multiple deliveries or visits from repair technicians in a single day. Intercom systems, integrated with mobile applications, enable staff to manage access remotely, freeing them from being tied to a desk with a telephone all day.

This not only improves operational efficiency but also makes it easier for employees to perform their duties effectively. 

During this same period, there has been a surge in small businesses adopting intercoms for convenience and safety.

These solutions are being leveraged on a smaller scale to achieve similar benefits, enhancing both security and efficiency. 

What industries benefit most from intercoms and audio systems? 

One key market is schools and colleges. Our systems, which include features like blue light towers, help enhance campus security and create a more supportive environment for students and staff.  

We’ve also seen significant growth in the healthcare sector. In this field, intercoms are not only improving communication but are also helping to reduce the need for nurses and doctors to enter wards with infectious patients.

This practice became especially important during the pandemic and continues to be valuable in preventing the spread of other infectious diseases. 

One particularly interesting use case we’ve seen recently is in the fast-food sector. With the rise of delivery apps, many restaurants are now setting up a special pickup window for drivers so that they do not clog up the customer drive-thru window.

Intercoms are being used to communicate with drivers to let them know when orders are ready to collect.

This also means that they do not have to enter the main restaurant, reducing their impact on the experience of sit-down customers.   

How do integrations contribute to the success of an intercom and audio system solution? 

I believe integration plays a pivotal role in creating effective and efficient security solutions. By bringing together the three main components of security – surveillance, access control and intercoms – and enabling them to function seamlessly, users are able to benefit from a single, more intuitive platform.

This integration not only streamlines operations but also helps users save money, both in terms of solution costs and training expenses. 

Unfortunately, intercoms are often still treated as an afterthought. Businesses and organisations typically prioritise access control and surveillance first, with intercoms being considered last.

However, while access control and surveillance systems are one-way, collecting information and sending it to a static endpoint, an intercom enables two-way communication, allowing information to flow in both directions. 

 How will intercoms and audio systems develop in the future? 

 One technology that we will see a lot more of in tangent with intercoms is facial recognition. While this biometric modality has been around for a while, it has not been perfected – once this has been refined it will be a useful feature of intercoms.

For example, if someone arrives at a school saying that they want to collect their child, how do you know that is the child’s parent?

These kinds of software can help to make the identification and authentication of someone more reliable.   

One technology we’re likely to see increasingly integrated with intercoms is facial recognition. While this biometric technology has existed for some time, it hasn’t yet been fully perfected.

Once refined, it could become a valuable feature of intercom systems.  

For instance, if someone arrives at a school claiming they’re there to pick up a child, how can you verify that they are the parent?

In the past, school staff may rely on identification cards, passwords or personal knowledge, but these methods can be prone to errors or manipulation. Facial recognition software, when integrated with the intercom system, could significantly enhance the process. 

 Today, many contemporary buildings are designed as mixed-use developments, integrating retail or hospitality spaces, residential apartments and parking garages within the same campus.

For property management companies responsible for these multifaceted properties, having a unified software platform is essential.

It enables them to efficiently access and manage all the relevant information about tenants, streamlining operations and improving the overall management of the property. 

By entering a single name into the database, the system should display all relevant information, including access control and parking details, for example.

It can then also pull up related data from the intercom system, such as visitor information, ensuring that the property management team only needs to log into one system to access everything they need. 

 Another important development is the integration of cloud technology with intercoms. This allows technicians to address maintenance issues remotely, eliminating the need for an on-site visit.

As a result, it saves time, reduces costs and minimises potential liability. 

A lot of our future plans involve migrating products to the cloud and Aiphone is making huge strides in this area.

We’re releasing our cloud platform and remote programming and system management services in the next quarter and many of our future solutions will involve the cloud.   

 Is there anything else you’d like to add?   

 There’s a growing trend in security toward “as-a-service” products, typically involving a monthly or annual subscription.

I believe that if an end user is paying for this type of model, the product shouldn’t only be used in emergencies – it should be a tool they can rely on daily, not just when something goes wrong. 

With this in mind, one thing I want people to consider is that intercoms are not just all about security.

They are capable of addressing critical everyday business challenges for your clients and end users. It’s not only about handling emergencies.

It’s about creating an environment that supports people in doing their jobs effectively. 

In fact, as integrators and installers become more skilled at addressing real business challenges for end users, these solutions will continue to play a key role in helping to build stronger, long-term relationships, driving the industry forward. 

I’m excited to see the security industry increasingly embrace intercoms and security communication.

Aiphone has understood the value of security communication since 1948 and continues to innovate every day to ensure safety and provide peace of mind.

We’re prepared to meet the needs of this rapidly changing world. 

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