Industry reacts to Apple, other possible PERS threats

In last week's Monitoring Matters blog, I discussed the Apple Watch's new SOS feature, and its similarities and differences between PERS functions. A few security professionals took me up on the opportunity to respond.

Daniel Oppenheim, VP of Affiliated Monitoring, said that the heightened consumer awareness of personal emergency features could grow the market, instead of cannibalize it, and that the demographics are different. “I think the Apple Watch, specifically, is for a more mobile, more active, more tech-savvy person who would not yet be an mPERS or PERS customer.” Affiliated hosted a PERS-focused conference in May.

He pointed to Amazon, and its Echo product, as another possible entrant. “In its current iteration, the Amazon Echo is not competition, but it is a harbinger of things to come, which is the realization that consumer products now have the ability to replicate or even improve on the current technology offerings of our industry.”

Oppenheim said that neither are large concerns, but something the industry should keep an eye on. “I don't view either [Amazon Echo's virtual assistant] Alexa or the Apple Watch as a near-term threat to the PERS industry—I think it's something that we need to be focused on.”

Brock Winzeler, GM of mPERS manufacturer Freeus, didn't see much threat in the announced Apple SOS feature. “I don't think the impact would be significant,” he said. “The reason is: It is very, very difficult to replace the services that we offer. … Our devices call a monitoring center that is specifically built to handle PERS phone calls and PERS emergencies.”

Oppenheim shared a similar sentiment on the value of a monitoring center. “That crucial decision making process, by which an operator can have a conversation and identify whether or not help is needed—and stay on the line with the customer as help is on its way, for those that do need it—I do not see that being replaced by technology.”

Speaking more generally on voice interaction, Oppenheim said that the technology could become more prevalent in the future. “It seems complex now, but in a short period of time, the concept of voice interaction with a virtual assistant will become commonplace.”

Winzeler also said there is a technology barrier for the traditional PERS demographics. “I think you'll have a really tough time getting the senior demographic to adopt this type of technology. I think it's just a little more challenging.”

Rich Darling, CEO of Instant Care, an OEM PERS manufacturer, also said that PERS and Apple Watch feature differ due to their target users' abilities. “It is our belief that the Apple watch is a fantastic device for the tech savvy user. However, as a … PERS OEM we have found that the most successful products targeting the PERS market are designed to require very little from the user, and perform as required when the need arises.”