Systems and methods for transitioning multi-channel call center customer experience via user interfaces

A communications system comprising:

• one or more processors;
• and
• a non-transitory computer-readable medium coupled to the one or more processors and storing instructions thereon that, when executed by the one or more processors, cause the communications system to:
• obtain, by a communications server, contact information of a contact,
• establish, by the communications server, a first connection between a contact and an agent terminal over a first communication channel,
• establish, by the communications server, a second connection between the contact and the agent terminal over a second communication channel,
• send a first communication to the contact from the agent terminal across the second communication channel,
• receive, at the agent terminal, a second communication from the contact across the second communication channel, and
• display, in a communication panel of a graphical user interface (GUI) of the agent terminal, the first communication with a first visual indicator and the second communication with a second visual indicator, wherein the first visual indicator and the second visual indicator indicate communication channels across which the first communication and the second communication are respectively transmitted.

A tangible, non-transitory computer-readable medium storing instructions that, when executed by one or more processors of a computing device, cause the computing device to:

• obtain contact information of a contact;
• establish a first connection between a contact and an agent terminal over a first communication channel;
• establish a second connection between the contact and the agent terminal over a second communication channel;
• send a first communication to the contact from the agent terminal across the second communication channel;
• receive a second communication from the contact across the second communication channel;
• and
• display, in a communication panel of a graphical user interface (GUI) of the agent terminal, the first communication with a first visual indicator and the second communication with a second visual indicator, wherein the first visual indicator and the second visual indicator indicate communication channels across which the first communication and the second communication are respectively transmitted.