1. An apparatus for managing interactions in a contact center, comprising: a processor; and a memory coupled to the processor and having program instructions stored therein, the processor being configured to execute the program instructions, the program instructions including: monitoring and analyzing a communication with a customer; verifying an identity of the customer based on the analyzed communication; detecting a topic or an emotional state of the customer or contact center agent based on the analyzed communication; and providing real-time advice to the contact center agent based on the detected topic or emotional state in response to the identity of the customer being verified.
2. The apparatus of claim 1 , wherein analyzing the communication further comprises comparing a voice of the customer to a voice sample.