Unified cross channel communications

A method for unified cross-channel communication, comprising the steps of:

• connecting a virtual communication interceptor to a plurality of communication channels between user devices and call center agents;
• sending, from the plurality of communication channels, a first communication of a first type using a first communication channel to a first computing device, wherein the first computing device is adapted to receive communications of the first type and receives the first communication from a first user device;
• providing interaction information pertaining to the first communication to the virtual communication interceptor, wherein the interaction information includes at least one identifier associated with a user of the first user device, and wherein the virtual communication interceptor stores at least some of the received interaction information;
• transmitting at least some of the stored interaction information to a second computing device, wherein the second computing device is adapted to process a second communication of a second type in a second communication channel;
• wherein the second computing device is associated with a call center agent;
• monitoring the plurality of communication channels for changes in the interaction information associated to the user of the first user device;
• storing any changes in the interaction information associated with the user of the first user device;
• and
• transmitting any changes in the interaction information associated with the user of the first user device to the second computing device.