Patent ID: 8842820

Claim:
A method for routing communications at a communications center, comprising: servicing a first communication and concurrently receiving a second communication, different from the first communication, at the communications center; determining, using a tangible first processor, whether a sender of the first communication and a sender of the second communication are associated with a common account; and routing the second communication to an agent based on the determining, wherein the second communication is routed to the agent servicing the first communication when the agent services a first type of service channel and a second type of service channel corresponding to the first communication and second communication, respectively; wherein the first type of service channel comprises at least one of: voice service channel and a web-enabled service channel, and wherein the second type of service channel, different from the first type of service channel, comprises at least one of: voice service channel and a web-enabled service channel; wherein the sender of the first communication and the sender of the second communication are members of a common entity for the common account, and wherein the common entity comprises at least one of: an organization, a business, a family and a school.