New Features Spotlight
IVR Calls For Low-Priority Alarm Signals
Our monitoring center uses Interactive Voice Response Technology, which means you’ll receive an automated call for low-priority alarm signals, such as a low battery alert. At the end of the call you will be asked to press “1” to confirm, if you do not press “1” or get disconnected before the call is finished, the automated call will continue through your emergency contact list. IVR technology allows our operators focus on high-priority alarm events.
If you would like us to remove automated calls from your account, we need to replace those notifications with either text messages to one cell phone number or a daily emailed report to an email address.
New Chat Feature For Alarm Validation
Matson Alarm now offers a beneficial tool that helps to quickly confirm or disregard a signal. We help you create a secure chat group with your trusted contact list so that when our monitoring center receives a signal, members in your group chat can text one another in the chat to figure out what is going on and determine if emergency dispatch in needed.
Americans only answer 48% of their mobile phone calls. Gartner research shows that 98% of people open their text messages and are much more likely to respond to text messages. Using our alarm validation chat service allows your contacts to chat on a secure platform without answering the phone. This results in better communication between contacts for informed decision making, reduces false dispatches, and most importantly, facilitates faster response when needed.
If you prefer not to receive chats or automated calls, we can remove those from your account. If we remove the chat feature, then you will receive an IVR phone call every time there is an alarm at your property.
Extended Customer Service Hours
We are pleased to announce that we have new, extended customer service hours. Our representatives are available to speak with you from 7AM to 8PM Monday-Friday and from 8AM to 5PM on Saturdays and Sundays. We hope to serve you better and lessen on-hold wait times with new hours and additional representatives.
Convenient Phone System
If you need help call us at (800) 697-9800. To cancel an alarm or reach the Central Station, please press “1.” To reach our local office, please press option “2, 3, or 4”. If it is after hours you will automatically be routed to the Central Station.