IM TO PHONE ESCALATION FOR CUSTOMER SUPPORT

System and method to change a mode of communication used by an agent at a contact center for customer service, the method including: receiving, from a customer, a customer contact via a first mode of communication; establishing a first communication link, using the first mode of communication, between the customer and the agent; communicating by use of the first mode of communication between the customer and the agent; receiving an instruction, via an instant message, to change the mode of communication to a second mode of customer service; interpreting, by the contact center, the instruction from the agent; establishing a second communication link, using the second mode of communication, between the customer and the agent; and communicating by use of the second mode of communication between the customer and the agent.