2. A method for providing a multi-modal communications infrastructure for automated call center operation, comprising: accepting a multi-modal call from a caller through a telephony interface and automatically assigning the multi-modal call through a session manager to a session under operation of a live agent; receiving voice communications and text messages that simultaneously originate from the caller; converting incoming speech from the voice communications in the multi-modal call into transcribed text; matching at least one of the text messages from the caller with the transcribed text of the incoming speech during the session that is on-going; and progressively processing the transcribed text and the incoming text messaging during the session through an agent application by performing a customer support scenario interactively monitored and controlled by the live agent.
2. A method for providing a multi-modal communications infrastructure for automated call center operation, comprising: accepting a multi-modal call from a caller through a telephony interface and automatically assigning the multi-modal call through a session manager to a session under operation of a live agent; receiving voice communications and text messages that simultaneously originate from the caller; converting incoming speech from the voice communications in the multi-modal call into transcribed text; matching at least one of the text messages from the caller with the transcribed text of the incoming speech during the session that is on-going; and progressively processing the transcribed text and the incoming text messaging during the session through an agent application by performing a customer support scenario interactively monitored and controlled by the live agent. 12. A method according to claim 2 , further comprising: processing, by the live agent, the incoming speech by listening to the multi-modal call; and performing an action comprising at least one of annotating and manually transcribing the incoming speech.