Multi-channel customer engagement platform

A method comprising:

• identifying a first communication between a first one of a plurality of agents and a first one of a plurality of customers on a first communication channel provided using a first communication protocol;
• processing a customer identifier associated with the first communication, the customer identifier identifying the first customer;
• processing an agent identifier associated with the first communication, the agent identifier identifying the first agent;
• providing a unique multi-channel identifier using a database of a database system, the unique multi-channel identifier linking the customer identifier and the agent identifier to uniquely link the first customer with the first agent from among the customers and agents;
• and
• providing the unique multi-channel identifier for access to initiate a second communication between the first agent and the first customer on a second communication channel different from the first communication channel, the second communication channel provided using a second communication protocol different from the first communication protocol.

A computer program product comprising computer-readable program code capable of being executed by one or more processors when retrieved from a non-transitory computer-readable medium, the program code comprising instructions configurable to cause:

• identifying a first communication between a first one of a plurality of agents and a first one of a plurality of customers on a first communication channel provided using a first communication protocol;
• processing a customer identifier associated with the first communication, the customer identifier identifying the first customer;
• processing an agent identifier associated with the first communication, the agent identifier identifying the first agent;
• retrieving a unique multi-channel identifier using a database of a database system, the unique multi-channel identifier linking the customer identifier and the agent identifier to uniquely link the first customer with the first agent from among the customers and agents;
• and
• providing the unique multi-channel identifier to initiate a second communication between the first agent and the first customer on a second communication channel different from the first communication channel, the second communication channel provided using a second communication protocol different from the first communication protocol.