AV: Can you point to another region where the CoE model is working well? What makes it successful, and how does it benefit customers?

Arne Engel: The success lies in the approachability and the ability for both end customers and system integrators to get quick and reliable answers. In our industry, where systems must work together seamlessly, stakeholders often face challenges with integration.

The CoE model offers a single point of contact, avoiding the frustrations of call centres or unclear accountability. Local ownership of resources enables us to provide prompt support for customers and integrators, helping them achieve complete solutions.

Interestingly, about half the inquiries Zenitel receives aren’t directly related to our products. Instead, they’re about making Zenitel systems work with other products and systems. The CoE ensures we have the expertise to handle these integration challenges effectively.

Audio is becoming increasingly crucial. It’s the only medium that adds interactivity to systems. For instance, in a security context, audio allows operators to issue real-time instructions, such as redirecting a lost driver or assisting someone in distress. Without audio, systems are limited to observation and reaction. Our partnership with Amber will help expand this understanding across the Australian and New Zealand markets.

AV: Combining EWIS systems with public address seems to remain stubbornly uncommon. What’s your perspective on this market?

Arne Engel: It’s largely a matter of education and awareness, but we’re seeing rapid progress in the region. We’ve recently launched a unified critical communication platform, the only one of its kind. This has the ability to connect PAVA, Intercom, Radio or any other audio source as well as audio analytics tools with each other. The response has been overwhelmingly positive. It simplifies installation, operation, and maintenance, making it a compelling option for integrators and end users alike.

AV: Zenitel is well known for selling into challenging and large-scale industrial environments. Is that your sweetspot?

Arne Engel: For public address systems, we focus on medium to large projects, particularly multi-zone environments. Our smallest PAVA solution, Integra, can power an entire underground station, like those on the London Underground. We are big in airports, ports, and critical infrastructure across Asia-Pacific.

That said, we also cater to smaller customers who value our audio quality. Features like automatic volume adjustment and noise cancellation make Zenitel ideal for challenging environments.

AV: Now for your obligatory AI-related question: how is Zenitel investing in these areas?

Arne Engel: AI opens exciting possibilities in audio. For instance, AI-powered analytics can detect events like glass breaking or identify hostile language. Operationally, it can monitor customer feedback or optimise workflows. However, we remain mindful of privacy and cybersecurity, especially as a European company committed to strict privacy standards.

AV: Zenitel is increasingly presenting itself as an ecosystem, not just a system provider. Is that fair to say?

Arne Engel: Absolutely. Many end customers and integrators struggle to get the support they need. By ensuring direct, human-centred communication, we provide a much-needed resource. This customer-first approach is integral to the CoE model and distinguishes Zenitel as a trusted partner in the market.