In call centers, real-time speech analytics is an innovative way to empower agents to add more value during customer interactions. During a live phone call, technology from NICE can analyze the spoken interaction and generate customized actions for the agent to prevent churn, up-sell, etc. This is a huge improvement from rigid scripts that leave customers feeling like they are talking to a machine. But, let’s remember that the context is important. Financial services firms, for instance, will require that certain interactions follow a script to comply with laws and regulations.