System and method for managing multi-modal communication sessions

A computer-implemented method for managing a multi-modal communication session, the method comprising:

• monitoring, by a server of a contact center, one or more activities associated with the multi-modal communication session between a customer and an agent, wherein the customer and the agent communicate over a first communication modality;
• analyzing, by the server of the contact center, the one or more activities to initiate communication between the customer and the agent over a second communication modality within the multi-modal communication session, wherein the communication over the second communication modality operates along with the communication over the first communication modality;
• generating, by the server of the contact center, one or more notifications for notifying information associated with the first communication modality, the second communication modality, or a combination thereof, to a supervisor;
• determining, by the server of the contact center, a bandwidth capability of a device associated with the supervisor monitoring the multi-modal communication session;
• and
• transmitting the one or more notifications to the device associated with the supervisor at one of a plurality of selectable bandwidths, based on the determined bandwidth capability of the device.

A computer-implemented method for managing a multi-modal communication session in an enterprise, the method comprising:

• monitoring, by a server of a contact center, one or more activities associated with the multi-modal communication session between a customer and an agent, wherein the customer and the agent communicate over a first communication modality;
• storing, by the server of the contact center, the one or more activities in at least one database;
• analyzing, by the server of the contact center, the one or more activities to initiate communication between the customer and the agent over a second communication modality within the multi-modal communication session, wherein the communication over the second communication modality operates along with the communication over the first communication modality;
• generating, by the server of the contact center, one or more notifications for notifying information associated with the first communication modality, the second communication modality, or a combination thereof, to a supervisor monitoring the multi-modal communication session;
• determining, by the server of the contact center, a bandwidth capability of a device associated with the supervisor monitoring the multi-modal communication session;
• transmitting the one or more notifications to the device associated with the supervisor at one of a plurality of selectable bandwidths, based on the determined bandwidth capability of the device;
• receiving, by the server of the contact center, a request from the supervisor to join the multi-modal communication session;
• and
• enabling, by the server of the contact center, the supervisor to join the multi-modal communication session.