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.
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. 10. The apparatus of claim 1 , wherein the program instructions further include providing configurable modes for keyword recognition and continuous speech recognition.