10. An apparatus comprising: one or more processors; and logic encoded in one or more tangible media for execution by the one or more processors and when executed are operable to cause the one or more processors to perform operations to: determine, using a call center system, a service call between a caller and a service call center, wherein an end point is associated with the caller in the service call; capture, using a video capture device included in the end point, information for video of the caller, wherein the information for the video is captured during the service call; send, from the end point, the information for the video of the caller to the call center system; responsive to receiving the information for the video of the caller from the end point, analyze, using the call center system, a facial expression of the caller for at least one portion of the service call based on the information for the video of the caller; determine, using the call center system, an indication of a mood of the caller for the at least one portion of the service call based on analyzing the facial expression of the caller by extracting features of the caller's face using the information for the video of the caller; and determine, using the call center system, at least one action to perform based on determining the indication of the mood of the caller for the at least one portion of the service call perform the at least one action in real-time during the service call; and send a message to a user not participating in the service call with information about the mood of the caller.
13. The apparatus of claim 10 , wherein the logic when executed is further operable to: determine information for guiding an agent or interactive voice response system in the service call; and send the information to the agent or interactive voice response system.