1. A method performed by a processor for forecasting future communication transaction traffic from a customer comprising the steps of: a) collecting communication channel data of communication channel selections by the customer for at least first and second communication channels, each communication channel using a different communication method, and communication each communication channel available to be chosen by the customer for communications; b) performing a numeric transformation to the data; c) calculating a discrete choice probability of communication channel selection by the customer for each communication channel available to be chosen by the customer using discrete choice modeling; and d) forecasting future channel selection trends of communication channel selections to be made by the customer on at least one of the communication channels based on the discrete choice probabilities.