Computer software for analyzing interactions and communications between entities, namely, software for analyzing text and speech based forms of interactions and communications between business or corporate or governmental entities and their customers; computer software for use in analyzing audio and non-audio interactions across multiple channels of communication, namely, software for converting and analyzing audio and non-audio data for use in providing insight about interactions between business or corporate or governmental entities and their customers; computer software for monitoring, managing, and analyzing communication activities and performance, namely, software for monitoring, managing, and analyzing text and speech based forms of communication and performance to uncover trends in interactions between business or corporate or governmental entities and their customers