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Pros and Cons of 2-Way Voice Communication


If you have anything that needs monitoring, it’s a good idea to consider 2-way voice communication for the job. This type of technology is a communication process that is more efficient than many traditional methods. Here’s what you need to know about 2-way voice communication, including the pros and cons of the technology, to make an informed choice when looking for a home security system. 

What Is 2-Way Voice Communication?

2-way voice communication turns a security or alert system into a live communications control center. Instead of picking up the phone when there is an emergency, the subscriber can call for help using only their voice. It’s an advanced technology that is simple for the subscriber to use. It has many benefits and only a few drawbacks, making it a worthwhile option. 

How 2-Way Voice Communication Works

While 2-way voice communication is similar to an intercom, it offers subscribers much more. A microphone is installed on the system’s control panel, which can pick up the subscriber’s voice from roughly 75 feet away. The subscriber can push a panic button on the control panel to speak with the operator. 

Alternatively, the operator might come on the line if an alarm has been activated. Their voice will come through the system, asking if there is an emergency and how they can provide assistance. If there is a serious situation or they do not receive a response, the operator will usually have the authority to dispatch emergency personnel to the scene. 

Types of 2-Way Voice Communication

There are two different types of two-way voice communication: toggle and full-duplex. A toggle 2-way voice communication system requires that the operator in a central station “toggle” a microphone” off and on to hear the other person speaking. While this sounds inefficient, this system can boost volume in an area that requires this feature. 

A full-duplex system is a more mobile 2-way communication system and the most standard device used today. Subscribers don’t have to toggle anything but can just speak into a device from across a room if necessary. 

Pros of 2-Way Voice Communication

This type of communication offers subscribers a wide range of benefits, including the following.

  • Convenience
  • Fast resolution
  • Assistance with medical issues
  • Reduction of false alarms
  • Assistance to authorities
  • Peace of mind


These types of systems are incredibly convenient. If there is a triggered alarm or an emergency, the subscriber doesn’t need to look for their cell phone. The voice system is already available to provide the appropriate assistance. 

Fast Resolution

Operators can contact the local authorities faster than someone who has a cell phone or landline. This is particularly the case if there is an emergency and the subscriber isn’t sure where their phone is or can’t get to it. This service is one of the best ways to get a fast response and resolution to an emergency.

Assistance With Medical Issues

For subscribers with medical issues, 2-way voice communication can be invaluable. A representative on the other end can confirm what is happening and follow the appropriate protocol, such as telling the person to remain calm and letting them know help is on the way. This is an excellent service for family members who can’t provide around-the-clock care. 

Reduction of False Alarms

False alarms happen with just about any alert system. But, with voice communication, you can quickly communicate with the voice on the other end to determine whether or not the event is a genuine emergency or a false alarm. This can save an unnecessary trip by the authorities and even possible expense. In some cities, there are charges for responding to false alarms

Assistance to Authorities

When there is a real emergency, a 2-way voice communication system can provide the dispatcher with the critical information they can use to provide to authorities. A dispatcher may be able to hear a crime taking place, a person having a medical emergency or some other vital information. Even after the immediate situation is resolved, those records can be used to hold responsible parties accountable for criminal activity. 

Peace of Mind

No one is ever certain how they will react in a situation like a medical emergency, a fire, or a break-in. The subscriber may not be able to get to a phone or might be too occupied to dial 9-1-1. Knowing there is a service standing by that can provide assistance can give a person, their loved ones, and a business peace of mind. This is one of the primary benefits of 2-way voice communication

Cons of 2-Way Voice Communication

There aren’t many downsides to this type of communication. The first potential con lies in the time and effort you will have to invest in getting your process up and running. However, this will always require less investment than you would need if you decided to handle everything in-house. 

The other downsides can be found in the different systems you select. For example, a toggle system can have a slight delay or even fluster subscribers in an emergency situation because the extra step of pushing a button is required. A full-duplex system may be simpler but can have volume issues if a person is far away from the console or hard of hearing. 

Finally, if a subscriber isn’t near the panel when an alarm is triggered, the dispatcher won’t be able to confirm whether or not the event is truly an emergency. This will cause them to move on to the next step in their procedure, involving contacting the local authorities. 

2-way voice communication is a superior method of monitoring systems that can save property and lives. The benefits of the technology far outweigh any downsides, making it an ideal option for any type of around-the-clock, real-time communication your business or its clients might require.

Quick Response Helps Your Business Stand Apart

Quick Response’s monitoring solutions help you differentiate your security business from the rest. Our central station alarm monitoring services provide your customers with an additional layer of security by immediately notifying the proper authorities whenever their alarms activate.

If you’re interested in learning more about our comprehensive monitoring services and maintaining your company’s reputation, contact us today. We can help you give your customers the level of service they not only expect but also deserve.

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