Patent ID: 8767945

Claim:
A method to change a mode of communication used by an agent at a contact center for customer service, comprising: receiving, from a customer, a customer contact via a first mode of communication; establishing a first communication link, using the first mode of communication, between the customer and the agent; communicating by use of the first mode of communication between the customer and the agent; receiving an instruction, via an instant message, to change the mode of communication to a second mode of customer service, wherein the instruction comprises a textual command embedded in a message portion of the instant message; suppressing display of the instruction to the customer; interpreting, by the contact center, the instruction from the agent; establishing a second communication link, using the second mode of communication, between the customer and the agent; and communicating by use of the second mode of communication between the customer and the agent, wherein: the first mode of communication is a telephone call and the second mode of communication is instant messaging; and the instruction to change the mode of communication is received only from the agent.