EmpfangoAI phone assistant for security services
At night a guard calls in sick, in the morning the client asks about the patrol, at noon an applicant rings. Empfango answers every call, captures the request in a structured way and reports it to your dispatcher or operations manager. Alarm and emergency calls are transferred straight to your control room.
An AI phone assistant for security services answers routine calls around the clock, captures shift call-outs, client enquiries and applicants in a structured way and reports them to operations, while alarm and emergency calls stay with a human. For security companies with 10 to 250 staff in static guarding and mobile patrols, the phone is dispatch, HR and sales on one line. Whoever is on call in the evening also gets the payroll question. Empfango separates the two: routine is answered and documented, urgent matters are transferred, nothing gets lost. You keep your phone number, your phone system and your control room.
The security industry in numbers
As of: 10/2026
What Empfango handles for your security company
Take night-shift call-outs
When an employee calls at 11:50 pm because he cannot start the night shift, Empfango captures name, site, shift start, expected duration and callback number. The report goes to the dispatcher via WhatsApp right after the call. Who covers the shift is still decided by your on-call manager.
Give clients information
When the property manager asks whether the patrol was completed, Empfango answers from your knowledge base or from LiteLog patrol data. Questions that need a decision are logged as a case with site and callback number. Your operations manager is only interrupted when it is necessary.
Transfer alarm and emergency calls immediately
If a caller reports a break-in, a triggered alarm or a danger at a site, Empfango transfers the call straight to your control room or on-call team. If nobody picks up, Empfango records site and callback number and alerts the on-call team via WhatsApp and email.
A day on the phone at a security company
Five typical calls that today end up with the dispatcher, operations manager or managing director. For each: what Empfango does, what is recorded, who is notified.
- 05:40Employee, early shift static guardingCalling in sick, cannot start the 6 am shift
- 09:10Client, property management"Was last night's patrol completed?"
- 11:30Prospect, business parkQuote for static guarding and night patrols
- 14:00Sales call, two-way radio supplier"I'd like a quick word with the managing director."
- 23:50Tenant at a guarded siteForced door in the rear yard, alarm system triggered
| Call | What Empfango does | Record | Notification |
|---|---|---|---|
| 05:40 · Employee, early shift static guarding | Empfango takes name, site, shift start, expected duration and callback number. Empfango does not ask for the reason. | Case "Early shift absence" with transcript and timestamp in the dashboard | WhatsApp to the dispatcher, email to operations |
| 09:10 · Client, property management | Empfango answers from the knowledge base or from LiteLog patrol data. Open questions are logged with site and callback number. | Answer logged; for open questions a case "Client query" | Summary in the dashboard; callback task by email to the site manager |
| 11:30 · Prospect, business park | Empfango captures site type, scope, requested period and contact details and books an appointment with sales. On request, Empfango transfers live. | Contact with request and proposed appointment | Calendar entry and email to sales |
| 14:00 · Sales call, two-way radio supplier | Empfango does not put the call through, takes company, request and callback number and ends the call politely. | Note "Sales call" with low priority | Dashboard only, no notification |
| 23:50 · Tenant at a guarded site | Empfango recognises the request as an alarm and transfers immediately to the control room. If nobody picks up, Empfango records site and callback number. | Incident "Alarm at site" with timestamp and transcript | WhatsApp and email to all configured on-call channels |
Why security companies choose Empfango
The control room does control-room work again
Payroll questions, holiday requests, applicants and suppliers no longer reach your control room or your operations manager by phone. The line stays free for alarms, deployments and customers.
24/7 availability you can prove
Every call produces a transcript, a summary and a timestamp. That lets you show in tenders and to clients that your availability around the clock is real.
Fixed price instead of per-minute billing
Empfango starts at 99 € per month, a fixed price with no top-ups, cancellable monthly. A human 24/7 answering service bills every minute on top. All plans are on the pricing page.
Connecting to your systems
Empfango reports every call to where your team works. You connect the channels yourself in the dashboard.
LiteLog portal
Reports from the call land directly in the LiteLog portal. Empfango gives clients information about patrols from LiteLog data.
Absence and incident reports go to the dispatcher or on-call team via WhatsApp right after the call, to several recipients if you wish.
Webhook
Every completed call triggers a webhook with summary, transcript and extracted fields. Use it to hand cases over to rostering or guard-log software that offers an interface.
Calendar
Appointments for site inspections, sales meetings or job interviews are booked by Empfango directly in Google Calendar, Outlook, Calendly or Cal.com.
Summaries and callback tasks go by email to operations or the office. Payroll and holiday questions are pointed to your email channel by Empfango.
Works without LiteLog too: Empfango runs on its own with call forwarding, WhatsApp, email and webhooks.
“My phone used to be the unofficial HR department. Now the AI triages every request – and when it rings, I know there's a customer on the line.”
— Managing Director, Sekuris Dienstleistungen GmbH & Co. KG · Read the case study
A switchboard for guarding companies: routine out, alarms stay with people
A switchboard for a guarding company has to separate two things: routine that can be documented, and alarms that need a human immediately. Empfango handles the first part completely and transfers the second without delay. You define what counts as an alarm: break-in, fire, robbery, an alarm triggered at a site. Empfango recognises these requests in the conversation and connects the caller to your control room or on-call team. Everything else is captured in a structured way.
At Sekuris Dienstleistungen GmbH & Co. KG, most calls did not come from customers but from inside the company: salary questions, holiday requests, applicants. The managing director's line was permanently busy. Today Empfango points employee matters to the email channel, applicants to the careers page and puts only customer enquiries through live. Management is now only interrupted when a customer is on the line.
The most expensive call in a security company is the one at 11:50 pm. If the only night guard drops out and nobody picks up, the colleague from the previous shift stays on site and works a second shift. With Empfango the report reaches the on-call manager via WhatsApp right after the call, with name, site and shift start. The dispatcher no longer has to answer every number on his private mobile.
Clients and property managers want to know whether the patrol took place and whether yesterday's incident was documented. Empfango answers such questions from your knowledge base and, if you use LiteLog, from patrol data. Many tenders require availability around the clock. With Empfango you prove it with a log, not with a claim.
Guard rosters, access codes, alarm codes and site details are never disclosed by Empfango, not even to clever questioning. You define in the knowledge base which information Empfango may give out. For everything else, Empfango offers a callback from operations and records the caller's number.
Empfango works with your existing phone number via call forwarding: permanently, at night only, when busy or after a set ring time. Phone system and control room stay as they are; you maintain sites, contacts and rules yourself in the dashboard.
Data protection for security companies: health data, recording, confidentiality
A sick report contains health data under Art. 9 GDPR. Empfango therefore only records that an employee is absent and for how long, not why. Diagnoses are not requested. The language model and speech recognition run in the EU (Azure OpenAI EU region, Deepgram EU); speech output via ElevenLabs is bound by a data processing agreement. The full list of sub-processors is in the privacy policy. Transcripts can be deleted at any time.
Every call starts with a fixed notice that an AI assistant is speaking (EU AI Act Art. 50). If audio is recorded, Empfango announces that as well (Section 201 German Criminal Code, Art. 13 GDPR). By default Empfango does not store audio permanently; recordings that are switched on are deleted automatically after 30 days.
Access codes, alarm codes, guard rosters and shift staffing are never disclosed by Empfango, not even to callers claiming to be employees or clients. You define in the knowledge base what Empfango may say; everything else is answered with a callback offer. A data processing agreement is included in every plan.
Price comparison: AI phone assistant or 24/7 answering service
Empfango starts at 99 € per month, a fixed price with no top-ups. A human answering service with a 24/7 package bills a base fee plus a per-minute rate.
| Provider | Base price / month | Per-minute price | Included minutes |
|---|---|---|---|
| Die Telefonhelden, 24/7 package | from 199 € / month | 0.99 € / min | – |
| Empfango Solo | 99 € | €0 (flat rate) | 1.000 min. included |
| Empfango Start | 249 € | €0 (flat rate) | 2.500 min. included |
| Empfango Pro | 449 € | €0 (flat rate) | 5.000 min. included |
| Empfango Verbund | from 899 € | €0 (flat rate) | unlimited |
Worked example: at 300 call minutes per month, the reference provider comes to around 500 € (199 € + 300 × 0.99 €). Prices according to the provider's website, retrieved 14 October 2026, net; 3-month minimum term according to the provider. All Empfango plans are on the pricing page. All plans in detail
Set up in three steps
1. Enter sites, contacts and rules
You enter sites, clients, on-call numbers and the rules for alarms and routine in the knowledge base. You also define what Empfango must not disclose.
2. Connect notifications
You connect WhatsApp, email, webhooks, calendar and, if you wish, LiteLog in the dashboard. You decide who receives which report.
3. Activate call forwarding
You forward your existing number to Empfango: permanently, at night only, when busy or after a set ring time. Control room and phone system stay as they are.
Common questions from security companies
No. Empfango does not replace an alarm receiving centre (ARC) or any alarm monitoring connection. Empfango answers routine calls and transfers alarm and emergency calls to the control room or on-call team you specify. Decisions about deployments stay with people.
Empfango captures name, site, shift, expected duration and callback number and reports the absence to the on-call manager via WhatsApp or email right after the call. Cover is still organised by your dispatcher; Empfango does not reschedule shifts.
You set the rules: which requests count as an alarm, where calls are transferred to and what happens if nobody picks up. Empfango transfers with a ring timeout. If nobody answers, Empfango records site and callback number and notifies all configured channels.
No. Empfango only gives out information you release in the knowledge base. Guard rosters, access and alarm codes, site addresses and shift staffing are not part of it, whoever asks. For such questions Empfango offers a callback from operations.
No. Empfango works on its own with call forwarding, WhatsApp, email and webhooks. If you use LiteLog, reports land directly in the LiteLog portal, and Empfango can give clients information about patrols from LiteLog data.
Every call produces a transcript, a summary and a timestamp in the dashboard. That lets you show clients and tender panels that every call was answered, at night and at weekends too.
Empfango starts at 99 € per month as a fixed price with no top-ups, cancellable monthly. A human 24/7 answering service starts at around 199 € per month plus a per-minute rate. All plans are on the pricing page.
No. You forward your existing number to Empfango: permanently, at night only, when busy or after a set ring time. Phone system and control room stay unchanged.
Yes. Empfango only asks about the absence and its expected duration, not about the reason or a diagnosis. Processing runs in the EU, every call starts with a fixed notice that an AI assistant is speaking, and audio is not stored permanently by default. A data processing agreement is included in every plan.
