System and method for managing customer interactions in an enterprise

A computer-implemented method for managing customer interactions in an enterprise, the method comprising:

• determining, by a computer system of the enterprise, at least one objective of an incoming call request from a customer of the enterprise;
• establishing, by the computer system of the enterprise, an on-going customer communication session with a plurality of agents of the enterprise based on the determined at least one objective;
• allocating, by the computer system of the enterprise, the plurality of agents to the on-going customer communication session based on the determined at least one objective;
• monitoring, by the computer system of the enterprise, the on-going customer communication session to determine one or more attributes associated with the on-going customer communication session;
• and
• automatically changing, by the computer system of the enterprise, a number of the plurality of agents allocated to the on-going customer communication session based on the determined one or more attributes associated with the on-going customer communication session.