1. An operating system for managing transactions between internal and external transaction partners in a communication center, comprising; an external media layer for managing media contact between the external transaction partners and the communication center; a workflow layer for processing transactions and routing media events between the transaction partners; an internal media layer for managing media contact between the internal transaction partners; and a data store for storing extracted knowledge from transactions and relationships between transactions; wherein the workflow layer captures at least one transaction, prepares and stores a text version of at least a portion of the transaction, associates the text version with the transaction, mines the text versions for knowledge which is stored in the data store, and uses the extracted knowledge at least for routing media events between transaction partners.