A response center workstation displays the customer s profile information and plots the caller s location and heading on a map and a response specialist communicates by voice with the caller. The response specialist immediately notifies the appropriate emergency response agency in the vicinity of the caller, directs emergency responders to the caller s location and can maintain periodic, direct voice contact with the caller until help arrives. All of this occurs without the driver ever having to dial a number. In fact, they don t even need to know where they are. With any emergency response, ATX response specialists can notify third parties, such as a family member or friend, that a wireless user has been involved in an emergency.
Wireless users designate third-party contacts upon enrollment.
ATX response specialists can then work with the customer s or their carrier s existing roadside assistance provider to enhance their response time with location information. Response specialists can also maintain periodic, direct voice contact to update the caller on the progress of the responding tow truck or other types of service providers. When faced with trouble, ATX can append the wireless customer s profile and location with mapping details. The information voice call is then routed directly to the roadside assistance provider, alleviating the need for intervention by an ATX response specialist, on-line transfers or extended holding times. This feature makes for more efficient customer service and greater operational effectiveness.