What Dealers and Integrators Told Us About Practical Video Security

By: Jennifer Hackernburg, Product Marketing Director, Luminys

According to Luminys’ ISC West feedback, customers are prioritizing easier remote management, faster investigations, practical AI, system reliability, support, and flexible deployment.

ISC West always brings new technology to the floor, but some of the most useful conversations happen in the details. Integrators hear what customers are asking for every day. They know which features create interest, which ones create friction, and which vendor promises hold up after installation.

At Luminys, we gathered feedback from ISC West attendees to understand what customers are asking for, what integrators value in a vendor, and where video security still falls short. The findings were practical. AI, cloud, and automation are gaining attention, but integrators are still asking the question that matters most on every project: Will this work in the field?

Here are three takeaways from what dealers and integrators are hearing in the field.

1. Customers want easier management and faster investigations

One of the clearest takeaways from the survey was that customers are looking for systems that are easier to manage and faster to use when something happens. Nearly six in ten respondents said easier remote system management is one of the capabilities customers are asking about most right now. Faster search and investigation tools followed closely behind.

That makes sense. Many customers are managing multiple sites, limited staff, and large volumes of video. They need systems that help teams check status, access footage, search events, and troubleshoot issues without adding more manual work.

This is also where the video usability gap becomes clear. About two-thirds of respondents said more than 75% of video footage goes unwatched unless an incident occurs. Organizations are capturing large volumes of video, but much of that information is only reviewed after something has already happened.

For integrators, this creates an opportunity to help customers get more value from systems they already rely on. A school security team may need to locate a person across multiple cameras. A retail operator may need to review suspicious activity before it turns into a larger loss event. A warehouse or distribution center may need to check movement around restricted areas without spending hours searching manually.

The common thread is usability. Customers want systems that make video easier to manage, search, and act on.

2. AI needs to solve specific problems

AI was one of the most visible topics at ISC West, and attendees expect it to become a larger part of video security. More than half of respondents said they expect AI to become a standard feature in video systems over the next few years, while many also said customers are actively asking for AI-powered analytics.

That distinction matters in the field. A feature that performs well in a demo but creates confusion during deployment will not build confidence. AI has to be easy for integrators to explain, easy for customers to adopt, and useful in daily workflows.

The need is clear when looking at how video is used today. According to the survey, 67% of respondents said more than 75% of video footage goes unwatched unless an incident occurs. Organizations are capturing large volumes of video, but much of that information is reviewed only after something has already happened.

For customers, the value comes from practical improvements: reducing manual review, identifying relevant events faster, and helping teams respond with better context. AI can help make video more useful, but only when it fits into how teams actually work.

3. Reliability, support, and flexibility still drive decisions

Advanced capabilities may start the conversation, but the fundamentals still drive buying decisions. When asked what they look for from a video security manufacturer, respondents put reliability first. Price and support also ranked near the top.

That ranking should matter to every vendor. Integrators put their credibility behind every product they recommend. If a camera fails, a software update causes problems, or technical support is slow to respond, the integrator has to answer for it.

Reliability affects project timelines, customer satisfaction, and long-term account trust. Price matters because integrators need solutions that help them compete without creating compromises that cause problems later. Support matters after the sale, when teams need clear documentation, responsive technical help, and practical guidance for matching the right system to the right application.

Deployment flexibility is part of that same equation.

Cloud remains part of the conversation, but customers are not all moving in one direction. More than half of respondents said customers are showing the most interest in fully on-premises systems, while more than a third pointed to hybrid deployments. Direct-to-cloud interest was much lower.

That reflects what integrators often see in the field. A school district may want local recording with centralized management. A construction site may need fast deployment and remote access. A multi-site business may want cloud visibility while keeping certain storage on-site.

For vendors, flexibility has become essential. Integrators need options that support on-premises, hybrid, and cloud-connected deployments without forcing customers into a single model. They also need systems that can work with existing infrastructure when a full replacement is not practical.

What this means for security vendors

The feedback from ISC West points to a practical message for manufacturers: innovation needs to solve real deployment problems.

Customers want AI that helps them act faster and use video more effectively. They want systems that are reliable, competitively priced, and backed by strong support. They want remote management and deployment options that reflect how their sites actually operate.

For Luminys, these takeaways reinforce the importance of building security solutions around real-world use. Smarter video should help integrators deliver better outcomes across schools, retail environments, warehouses, construction sites, enterprise campuses, and other environments where security teams need dependable tools.

Integrators know what customers are asking for: systems that are practical, dependable, and ready for daily operations.

See how Luminys showcased its full video security ecosystem at ISC West 2026  https://youtu.be/qMqFvEyx0DY?si=utH3AYm5elow_286