A method for providing communication interaction visibility, comprising: detecting an incoming voice call communication from a calling device (120 205) to a communication system comprising a business system and a contact center system (130 255), the contact center system (130 255) being arranged to communicate with the caller, via the calling device (120 205), on behalf of the business system but not comprising access to the business system; determining (330 340) an identifier of a caller initiating the voice call (120 205) communication; characterised in that, the method further comprises either the steps of: providing a shared messaging gateway (170 260), said shared messaging gateway being shared co-operatively with the business system and the contact center system (130 255); retrieving a communication history, comprising messaging communications exchanged between the calling device (120 205) and the business system or between the calling device (120 205) and the contact center system (130 255), routed through the shared messaging gateway (170 260), said communication history being related to the identifier and being retrieved from the shared messaging gateway (170 260); and, providing the communication history to an agent terminal (180 240) of the communication system by means of the shared messaging gateway (170 260), or the steps of of allowing the contact center system (130 255) to comprise a communication sharing module that is configured to: determine the identifier of the caller initiating the voice call (120 205) communication; retrieve the communication history, comprising messaging communications exchanged between the calling device (120 205) and the business system or the contact center system (130 255) arranged as routed through the shared messaging gateway (170 260), said communication history being related to the identifier being retrieved from the shared messaging gateway (170 260); and provide the communication history to an agent terminal (180 240) of the communication system. detecting an incoming voice call communication from a calling device (120 205) to a communication system comprising a business system and a contact center system (130 255), the contact center system (130 255) being arranged to communicate with the caller, via the calling device (120 205), on behalf of the business system but not comprising access to the business system; determining (330 340) an identifier of a caller initiating the voice call (120 205) communication; characterised in that, the method further comprises either the steps of: providing a shared messaging gateway (170 260), said shared messaging gateway being shared co-operatively with the business system and the contact center system (130 255); retrieving a communication history, comprising messaging communications exchanged between the calling device (120 205) and the business system or between the calling device (120 205) and the contact center system (130 255), routed through the shared messaging gateway (170 260), said communication history being related to the identifier and being retrieved from the shared messaging gateway (170 260); and, providing the communication history to an agent terminal (180 240) of the communication system by means of the shared messaging gateway (170 260), or the steps of of allowing the contact center system (130 255) to comprise a communication sharing module that is configured to: determine the identifier of the caller initiating the voice call (120 205) communication; retrieve the communication history, comprising messaging communications exchanged between the calling device (120 205) and the business system or the contact center system (130 255) arranged as routed through the shared messaging gateway (170 260), said communication history being related to the identifier being retrieved from the shared messaging gateway (170 260); and provide the communication history to an agent terminal (180 240) of the communication system.