Omni channel customer care system and method

A system, comprising:

• a processing system including a processor;
• and
• a memory that stores executable instructions that, when executed by the processing system, facilitate performance of operations, comprising:
• detecting a request to access customer care service;
• facilitating a first interactive customer service session via a data network responsive to the request, wherein customer equipment accesses the first interactive customer service session via a first communication mode of a plurality of communication modes;
• associating a first customer contact resource with the first interactive customer service session responsive to the facilitating of the first interactive customer service session, wherein the first customer contact resource participates in an interactive communication exchange with the customer equipment via the first interactive customer service session and according to the first communication mode of the plurality of communication modes;
• receiving a customer inquiry via the first interactive customer service session;
• analyzing the customer inquiry to obtain an analysis of the customer inquiry;
• and
• associating a second customer contact resource with the first interactive customer service session based on the analysis of the customer inquiry, wherein the second customer contact resource participates in the interactive communication exchange via the first interactive customer service session and according to a second communication mode of the plurality of communication modes.

A machine-readable storage medium, comprising executable instructions that, when executed by a processing system including a processor, facilitate performance of operations, comprising:

• determining a customer care service request;
• facilitating a first customer service session via a network responsive to the request, wherein customer equipment accesses the first customer service session via a first contact mode of a plurality of contact modes;
• associating a first customer contact resource with the first customer service session responsive to the facilitating of the first customer service session, wherein the first customer contact resource participates in a communication exchange with the customer equipment via the first customer service session and according to the first contact mode of the plurality of contact modes;
• determining a customer inquiry via the first customer service session;
• analyzing the customer inquiry to obtain an analysis of the customer inquiry;
• and
• associating a second customer contact resource with the first customer service session based on the analysis of the customer inquiry, wherein the second customer contact resource participates in the communication exchange via the first customer service session and according to a second contact mode of the plurality of contact modes.