Remote media call center

Details Remote media call center Remote media call center

H - Electricity

04

M

H04M 3/51 (2006.01)

Patent

CA 2538824

The call center processing system disclosed enhances the capabilities of traditional call centers. In particular, the processing system allows a call center to receive, aggregate, and index many different types of media obtained from a wide variety of sources and that relate to many different types of incidents. Thus, for example, the processing system provides a third party with the option of submitting cell phone camera pictures, audio input, video camera footage, and other types of media when reporting an incident to the call center. The call center may be an emergency number (e.g., 911) call center, a service center (e.g., for a home appliance), a news reporting call center, or any other type of interactive information exchange.

L'invention concerne un système de traitement pour centres d'appel améliorant les capacités de centres d'appel classiques. En particulier, ce système de traitement permet à un centre d'appel de recevoir, de rassembler et d'indexer plusieurs types de supports différents provenant d'une grande variété de sources et relatifs à plusieurs types d'incidents différents. Ainsi, par exemple, ce système de traitement offre à un tiers la possibilité de soumettre des photos prises avec un téléphone cellulaire, une entrée audio, une séquence vidéo ou d'autres types de supports lorsque ce tiers signale un incident à un centre d'appel. Ce centre d'appel peut être un centre d'appel d'urgence (p. ex. le 911), un centre de services (p. ex. pour un appareil ménager), un centre d'appel d'information ou tout autre type d'échange interactif d'informations.

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