11. A computer-implemented method for facilitating agent-caller communication during a call, comprising: assigning an incoming call to an agent; retrieving a script selection from the agent based on a particular problem identified during the call; providing the script to a caller participating in the call; receiving text messages and voice input from the caller; directly forwarding the received text messages to the agent; transcribing the voice input into written text and providing the written text to the agent; receiving text messages from the agent in response to one or more of the voice input and text messages from the caller; transforming the text messages from the agent into synthesized speech utterances; and generating a record of the call by compiling the text messages and transcribed written text from the caller and the text messages from the agent.
11. A computer-implemented method for facilitating agent-caller communication during a call, comprising: assigning an incoming call to an agent; retrieving a script selection from the agent based on a particular problem identified during the call; providing the script to a caller participating in the call; receiving text messages and voice input from the caller; directly forwarding the received text messages to the agent; transcribing the voice input into written text and providing the written text to the agent; receiving text messages from the agent in response to one or more of the voice input and text messages from the caller; transforming the text messages from the agent into synthesized speech utterances; and generating a record of the call by compiling the text messages and transcribed written text from the caller and the text messages from the agent. 15. A method according to claim 11 , further comprising: receiving annotations from the agent for at least one of the transcribed written texts; and storing the annotation in the record with the transcribed written text.