1. A system for responding to an enquiry from a caller, comprising: a call handler configured to: receive a voice call from the caller, wherein the voice call originates from a wireless device, answer the voice call, place the voice call in a hold queue, play a first announcement to the caller indicating the voice call is in the hold queue, ascertain the voice call originated from a wireless telephone number, in response to ascertaining the voice call originated from the wireless telephone number, play a second announcement to the caller requesting a voice message be left by the caller in order to subsequently receive a response comprising a short message service (“SMS”) text message, and receive the voice message; a speech analytics subsystem configured to: process the voice message to generate a transcript of the voice message; and a caller enquiry agent assisting module configured to: select an agent of a contact center to receive information about the voice message, present the transcript on a display of a computer used by the agent selected to receive the information about the voice message, display an icon to the agent on the display of the computer for playing audio of the voice message, receive a selection of the icon from the computer for playing the audio of the voice message, in response to receiving the selection of the icon, cause the audio of the voice message to be played to the agent, receive input from the computer after the audio of the voice message is played to the agent, wherein the input is used to produce the SMS text message, receive a command from the computer in response to the agent requesting to send the SMS text message to the caller as the response, and cause the SMS text message to be sent to the wireless telephone number.
1. A system for responding to an enquiry from a caller, comprising: a call handler configured to: receive a voice call from the caller, wherein the voice call originates from a wireless device, answer the voice call, place the voice call in a hold queue, play a first announcement to the caller indicating the voice call is in the hold queue, ascertain the voice call originated from a wireless telephone number, in response to ascertaining the voice call originated from the wireless telephone number, play a second announcement to the caller requesting a voice message be left by the caller in order to subsequently receive a response comprising a short message service (“SMS”) text message, and receive the voice message; a speech analytics subsystem configured to: process the voice message to generate a transcript of the voice message; and a caller enquiry agent assisting module configured to: select an agent of a contact center to receive information about the voice message, present the transcript on a display of a computer used by the agent selected to receive the information about the voice message, display an icon to the agent on the display of the computer for playing audio of the voice message, receive a selection of the icon from the computer for playing the audio of the voice message, in response to receiving the selection of the icon, cause the audio of the voice message to be played to the agent, receive input from the computer after the audio of the voice message is played to the agent, wherein the input is used to produce the SMS text message, receive a command from the computer in response to the agent requesting to send the SMS text message to the caller as the response, and cause the SMS text message to be sent to the wireless telephone number. 6. The system of claim 1 , wherein the caller enquiry agent assisting module is further configured to: receive account information associated with an account associated with the wireless telephone number; and present at least a subset of the account information on the display of a computer used by the agent selected to receive the information about the voice message.