1. A system for providing a multi-modal communications infrastructure for automated call center operation, comprising: a telephony interface configured to accept a multi-modal call from a caller; a messaging server configured to automatically assign the multi-modal call through a session manager to a session under operation of a live agent; a speech recognition module configured to convert incoming speech from the caller into transcribed text; a text message processor configured to match incoming text messaging originating from the caller simultaneously with the incoming speech, with the transcribed text during the session that is on-going; and an agent console configured to progressively process 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.
1. A system for providing a multi-modal communications infrastructure for automated call center operation, comprising: a telephony interface configured to accept a multi-modal call from a caller; a messaging server configured to automatically assign the multi-modal call through a session manager to a session under operation of a live agent; a speech recognition module configured to convert incoming speech from the caller into transcribed text; a text message processor configured to match incoming text messaging originating from the caller simultaneously with the incoming speech, with the transcribed text during the session that is on-going; and an agent console configured to progressively process 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. 7. A system according to claim 1 , wherein the live agent processes the incoming speech by listening to the multi-modal call and by performing an action comprising at least one of annotating and manually transcribing the incoming speech.