1. A method for managing and routing multimedia transactions between internal and external transaction partners in a communication center, comprising; (a) receiving, from an external transaction partner, a multi-media transaction having voice data included in any one of video mail, IP calls, COST voice calls, and voice mails at the communication center; (b) preparing and storing a text version of at least a portion of the voice data of the multi-media transaction; (c) extracting knowledge from the stored text version of step (b); and (d) routing at least a notification of the received multi-media transaction along with the stored text version to one or both of the transaction partners based on the extracted knowledge.