Systems and methods for triaging and routing of emergency services communications sessions

A method for routing of communications sessions with a contact center, comprising:

• receiving a first message comprising multimedia content from a user equipment (UE), wherein the first message is received via a first communications protocol;
• parsing content of the first message to determine pertinent data comprising data that is pertinent to service coordination or provision by the contact center, wherein parsing the content comprises:
• forwarding the multimedia content of the first message to a multimedia content knowledgebase for matching one or more multimedia features in the multimedia content knowledgebase to corresponding one or more multimedia features of the multimedia content of the first message;
• and
• based on the matching, determining the pertinent data within the first message;
• in response to determining the pertinent data, applying a policy for routing the first message to a service provider based on the content of the pertinent data;
• and
• transmitting a second message to the service provider according to the applied policy, wherein the second message is transmitted via a second communications protocol, and wherein the second message includes at least a portion of the pertinent data determined from the first message.

A system for routing of communications sessions with a contact center, comprising:

• one or more processors;
• and
• a non-transitory computer-readable medium having processor-executable instructions stored thereon, the processor-executable instructions, when executed by the one or more processors, facilitate:
• receiving a first message comprising multimedia content from a user equipment (UE), wherein the first message is received via a first communications protocol;
• parsing content of the first message to determine pertinent data comprising data that is pertinent to service coordination or provision by the contact center, wherein parsing the content comprises:
• forwarding the multimedia content of the first message to a multimedia content knowledgebase for matching one or more multimedia features in the multimedia content knowledgebase to corresponding one or more multimedia features of the multimedia content of the first message;
• and
• based on the matching, determining the pertinent data within the first message;
• in response to determining the pertinent data, applying a policy for routing the first message to a service provider based on the content of the pertinent data;
• and
• transmitting a second message to the service provider according to the applied policy, wherein the second message is transmitted via a second communications protocol, and wherein the second message includes at least a portion of the pertinent data determined from the first message.

A non-transitory computer-readable medium having processor-executable instructions stored thereon for routing of communications sessions with a contact center, the processor-executable instructions, when executed, facilitate:

• receiving a first message comprising multimedia content from a user equipment (UE), wherein the first message is received via a first communications protocol;
• parsing content of the first message to determine pertinent data comprising data that is pertinent to service coordination or provision by the contact center, wherein parsing the content comprises:
• forwarding the multimedia content of the first message to a multimedia content knowledgebase for matching one or more multimedia features in the multimedia content knowledgebase to corresponding one or more multimedia features of the multimedia content of the first message;
• and
• based on the matching, determining the pertinent data within the first message;
• in response to determining the pertinent data, applying a policy for routing the first message to a service provider based on the content of the pertinent data;
• and
• transmitting a second message to the service provider according to the applied policy, wherein the second message is transmitted via a second communications protocol, and wherein the second message includes at least a portion of the pertinent data determined from the first message.