1. A method for intelligently routing customer communications to an agent, comprising: receiving a customer's request to initiate communications; identifying a modality of the requested communications; obtaining a profile of the customer; selecting one of a plurality of agent models for each of a plurality of agents, based upon the identified modality; comparing the profile with the selected model for each of the plurality of agents to determine a best match, and establishing a communications connection between the customer and the best matched agent.