1. A customer contact center system for facilitating live voice interaction between a customer and a contact center agent, comprising: a telephony-enabled device configured to receive voice calls from customers; a voice recognition engine connected to the telephony-enabled device and configured to monitor a voice channel; a library of scripts which represent offers for a product or service; a customer relations management server comprising customer information for a plurality of customers; and an application server connected to the voice recognition engine and the customer relations management server, said application server comprising an offer engine; wherein the offer engine is configured to select a script representing an offer for a product or service from said library based upon customer information provided by said customer relations management server in combination with a detection of one or more of keywords, phrases, tones or combinations thereof on the voice channel, deliver the selected script to the agent such that the agent may read the script to the customer, and upon detection by the voice recognition engine on the voice channel of one or more keywords, phrases, voice tones or combination thereof indicative of the customer's reaction to the offer represented by the script, modify the script or select and deliver a new script such that the modified or new script may be read by the agent, wherein the modified or new script represents a new offer for a product or service.
1. A customer contact center system for facilitating live voice interaction between a customer and a contact center agent, comprising: a telephony-enabled device configured to receive voice calls from customers; a voice recognition engine connected to the telephony-enabled device and configured to monitor a voice channel; a library of scripts which represent offers for a product or service; a customer relations management server comprising customer information for a plurality of customers; and an application server connected to the voice recognition engine and the customer relations management server, said application server comprising an offer engine; wherein the offer engine is configured to select a script representing an offer for a product or service from said library based upon customer information provided by said customer relations management server in combination with a detection of one or more of keywords, phrases, tones or combinations thereof on the voice channel, deliver the selected script to the agent such that the agent may read the script to the customer, and upon detection by the voice recognition engine on the voice channel of one or more keywords, phrases, voice tones or combination thereof indicative of the customer's reaction to the offer represented by the script, modify the script or select and deliver a new script such that the modified or new script may be read by the agent, wherein the modified or new script represents a new offer for a product or service. 2. The customer contact center system of claim 1 , further comprising a rules database wherein the offer engine is configured to consult the rules database in order to determine whether or not to select and deliver to an agent a script from said library of scripts, said rules database defining when a script should be selected, which script should be selected for delivery to an agent, and when a script should be modified or a new script selected.