7. The method of claim 6 , wherein the processing step further comprises: following processing of the work item via the first IVR resource, updating the work assignment information and the customer information for the processed work item.
9. The method of claim 7 , further comprising: analyzing, via the work assignment engine, the processed work item for updated work assignment information and updated customer information; detecting, via the work assignment engine, that the updated work assignment information includes the customer information to assign the work item to the resource of the contact center other than the IVR resource; and routing the processed work item to resource of the contact center, wherein the resource of the contact center is a human agent.