Networked contact center

摘要

This document discusses, among other things, a networked contact center that includes multiple platforms to host multiple tenants. Example embodiments include receiving a message associated with one of the tenants and identifying one or more of the platforms associated with the message. For some example embodiments, the networked contact center may allow the platform to access a data location that is both associated with the tenant and shared by two or more of the multiple tenants.

主权项

1. A method comprising:
participating in communications, by sending and receiving data, between a networked contact center that includes a plurality of platforms to host a plurality of tenants, and machines operable by respective agents of the plurality of tenants, wherein the participation in the communications includes;
a message associated with a tenant being received by the networked contact center, the tenant being one of the plurality of tenants;the networked contact center identifying the platform associated with the message, the platform being one of the plurality of platforms, and each of the plurality of tenants being associated with at least one of the plurality of platforms; andthe networked contact center allowing the platform access to a data location that is associated with the tenant and shared by two or more of the plurality of tenants; and further participating in communications by sending and receiving data, based on an access to the data location, over a broadband communications network and between a machine operated by an agent associated with the tenant and another entity with which or whom the agent has targeted by a telephone number or other identifier designating the other entity.