19. The apparatus of claim 18 wherein the extraction engine is at least one item selected from the group consisting of: a speech to text engine, a word spotting engine, a phonetic search engine, an acoustic extraction engine, and an external feature extraction engine.
20. The apparatus of claim 19 wherein the external feature extraction engine extracts information from at least one item selected from the group consisting of: a Computer Telephony Integration system, a Customer Relationship Management system, and a Business Intelligence system.