13. A method for assisting an agent in a contact center in responding to an enquiry of a caller comprising: receiving an incoming voice call from the caller at the contact center; answering the incoming voice call by an interactive voice response unit (“IVR”) of the contact center; place the voice call in a hold queue, playing a first announcement to the caller indicating the incoming voice call is in the hold queue, ascertaining the incoming voice call originated from a wireless telephone number, in response to ascertaining the incoming voice call originated from the wireless telephone number, playing a second announcement to the caller requesting a voice message be left by the caller in expectation of receiving a subsequent communication comprising a short message service (“SMS”) text message responding to the voice message; receiving the voice message from the caller; storing the voice message in a memory store; processing the voice message from the caller to identify one or more keywords in speech from the caller; determining an agent is available to provide the subsequent communication to the caller; presenting the agent with information related to the voice message including a transcript of the voice message; displaying an icon to the agent for playing audio of the voice message; receiving a selection of the icon from the agent for playing the audio of the voice message; in response to receiving the selection of the icon, playing the audio of the voice message to the agent; and presenting information on a monitor of a computer used by the agent, wherein the information relates to the subsequent communication to be conveyed to the caller.
13. A method for assisting an agent in a contact center in responding to an enquiry of a caller comprising: receiving an incoming voice call from the caller at the contact center; answering the incoming voice call by an interactive voice response unit (“IVR”) of the contact center; place the voice call in a hold queue, playing a first announcement to the caller indicating the incoming voice call is in the hold queue, ascertaining the incoming voice call originated from a wireless telephone number, in response to ascertaining the incoming voice call originated from the wireless telephone number, playing a second announcement to the caller requesting a voice message be left by the caller in expectation of receiving a subsequent communication comprising a short message service (“SMS”) text message responding to the voice message; receiving the voice message from the caller; storing the voice message in a memory store; processing the voice message from the caller to identify one or more keywords in speech from the caller; determining an agent is available to provide the subsequent communication to the caller; presenting the agent with information related to the voice message including a transcript of the voice message; displaying an icon to the agent for playing audio of the voice message; receiving a selection of the icon from the agent for playing the audio of the voice message; in response to receiving the selection of the icon, playing the audio of the voice message to the agent; and presenting information on a monitor of a computer used by the agent, wherein the information relates to the subsequent communication to be conveyed to the caller. 18. The method of claim 13 , further comprising: receiving a command from the computer used by the agent to review a resource associated with one or more keywords derived by a speech analytics system processing the voice message.