System and method for managing concurrent communications in a contact center

A method for managing concurrent communication sessions in a contact center comprising:

• determining that a communication session has been established with the contact center, wherein the communication session comprises a first concurrent communication session in a first communication medium with a user and a second concurrent communication session in a second communication medium with the user, and wherein the first communication medium and the second communication medium are in different communication mediums;
• identifying a first task that needs to be accomplished in the communication session;
• determining if the first communication medium is an optimal communication medium for the first task, wherein the first communication medium is determined to be the optimal communication medium for the first task based on a size and/or type of information to send, receive, and/or present to the user;
• and
• in response to determining that the first communication medium is the optimal communication medium for the first task, implementing the first task in the first concurrent communication session.

A system for managing concurrent communication sessions in a contact center comprising:

• a user input processor that receives input from a user for a plurality of tasks and determines that each of the plurality of tasks requires different contact center agent skills to perform the plurality of tasks;
• a task manager that determines an optimal communication medium for each of the plurality of tasks in response to determining that each of the plurality of tasks requires different contact center agent skills to perform the plurality of tasks;
• and
• a communication manager that initiates a plurality of concurrent communication sessions to and/or from the contact center to perform the plurality of tasks, wherein the plurality of concurrent communication sessions are in the optimal communication mediums and wherein at least one of the plurality of concurrent communication sessions in the optimal communication medium for a first task of the plurality of tasks based on a size and/or type of information to send, receive, and/or present to the user.