Inside Asian Gaming

inside asian gaming November 2015 24 Tech Talk Observation Deck Security and surveillance suppliers from around the world provide their views on how casinos can better and more efficiently protect and serve both operations and players. CASE STUDY 1 SECURITY WITH SERVICE Hollywood Casino Aurora’s desire to be a customer service leader extends to its surveillance systems. I llinois-based Hollywood Casino Aurora has upgraded its surveillance system with an integrated solution from Synectics – a decision driven as much by customer service as by security requirements. Powered by Synectics’ Synergy command and control platform, the new system will provide 24/7 surveillance for the 53,000-square-foot Penn Gaming casino located in the Chicago suburbs. With over 1,100 slots, almost 40 tables, including a live poker room to monitor – in addition to the property’s restaurants and hospitality areas – detecting and investigating theft, fraud and security threats is a priority for the surveillance team. But for Rob Saucedo, Director of Surveillance for Hollywood Casino Aurora, one of the biggest reasons for upgrading the current system is being able to support repeat business growth by enhancing customer experience. “On average, around 3,000 guests come through our doors every day, the majority of which live locally – we are not what you might term a vacation destination casino,” Saucedo said. “Repeat business is key and that means doing everything we can to offer a high-quality customer experience in every aspect of our operations. There are several ways the new surveillance system is helping us do this.” Utilizing Synectics’ e1600 H.264 encoders, high quality footage from the site’s 500 plus analogue cameras is converted to digital video. With Synergy, operators can then ‘live view,’ control, record and review this footage on the IP monitor walls in the surveillance