1. A virtual customer sales and service center, comprising: customer access resources with which customers can directly interact; a computer telephony system for gathering interaction data associated with the customer contact; a rule based routing system, operatively coupled to the customer access resources and the computer telephony system, for identifying a customer access resource best suited to handle the contact; a switch, operatively coupled to the rule based routing system, for routing a voice call to the identified resource; and comprising a quality center for integrating and aiding in management of a plurality of physical resource locations as a single virtual resource center; wherein the quality center manages virtual customer sales and service center operations to define an escalation process for handling the customer contact during the customer contact.