Having worked with Phone Systems for call centers and financial services for more than a decade I found this very useful.<p>Interesting uses:
You want to use sentiment analysis to automatically pinpoint calls with angry customers and bridge in a supervisor.<p>You want to detect the language of inbound messages to route them to a person who can respond quickly in native tongue.<p>You want to identify demographics of an inbound sales call so you can prioritize people with the best buying profile.<p>You want to use spam or fraud scoring on inbound calls and messages so you can drop them on the floor before they distract your staff.