16. The method of claim 10 , wherein analyzing the real-time communication further comprises comparing, by the processor, a voice of the customer to a voice sample.
10. A method for managing interactions in a contact center, comprising: analyzing, by a processor, a real-time communication with a customer; detecting, by the processor, a topic or an emotional state of the customer or a contact center agent based on the analyzed communication; providing, by the processor, on a graphical user interface accessible to a supervisor of the contact center agent, data relating to the detected topic or emotional state; and receiving, by the processor, in response to interaction by the supervisor with the graphical user interface, selection of an action to be taken in response to the topic or the emotional state, wherein the action includes providing real-time advice to the contact center agent.