A method for communicating with a call center can include receiving a
telephony contact from a caller. A discoursive input including free-form
speech can thereafter be received. The discoursive input can be converted
into a textual transcription. At least a portion of the textual
transcription can be presented upon a display screen of a service agent
computer system. The telephony contact can be routed to a telephony
device associated with the service agent computer system.