8. The non-transitory computer readable medium of claim 7 storing further instructions that when executed by the processor cause the processor to: generate a draft SMS text message; and transmit the draft SMS text message for display on the monitor of the computer used by the agent, wherein the input from the agent providing the text message comprises editing the draft SMS text message.
7. A non-transitory computer readable medium storing instructions that when executed by a processor cause the processor to: receive a voice call from a caller, wherein the voice call originates from a wireless device; place the voice call in a hold queue, play a first announcement to the caller indicating the voice call is in the hold queue; ascertain the voice call originated from a wireless telephone number; in response to ascertaining the voice call originated from the wireless telephone number, play a second announcement to the caller requesting a voice message be left by the caller in order to subsequently receive a response comprising a short message service (“SMS”) text message; receive the voice message; receive a transcript from a speech analytics system generated from the speech analytics system processing the voice message left by a caller after originating the voice call to a contact center; select an agent from a plurality of agents of the contact center to receive the transcript; transmit the transcript for display on a monitor of a computer used by the agent; retrieve account information of an account associated with the wireless telephone number used by the caller; transmit the account information for display on a monitor of a computer used by the agent; display an icon to the agent for playing audio of the voice message; receive a selection of the icon from the agent for playing the audio of the voice message; in response to receiving the selection of the icon, play the audio of the voice message to the agent, wherein the audio is played prior to receiving an input from the agent used to generate the SMS text message; receive the input received from the computer used by the agent providing text to be sent in the SMS text message to the wireless telephone number; and process a command received from the computer used by the agent to cause the SMS text message to be sent to the wireless telephone number.