DEVICE, PROGRAM AND SYSTEM OF SUPPORTING ANSWER TO USER FOR CALL CENTER, AND METHOD OF PROVIDING SUPPORT THEREOF

PROBLEM TO BE SOLVED: To provide a device of supporting an answer to a user inexperienced in using a personal computer.SOLUTION: A device of supporting an answer to a user for a call center has: recording means, in response to IP telephone connection between a user terminal and the call center, recording a correspondence between a user terminal address and an operator terminal address of an operator answering a user in the call center in a destination management database; screen video data relay means receiving screen video data displayed on the operator terminal from the operator terminal after the telephone connection, generating video data broadcast data for the screen video data, and transmitting the video data broadcast data to the user terminal address recorded in the destination management database via an IP network; and character data relay means receiving character data on a region corresponding to a cursor position in a screen video displayed on the operator terminal from the operator terminal after the telephone connection, generating character data broadcast data for the character data, and transmitting the character data broadcast data to the user terminal address via the IP network.