Abstract: In a system, at least one web server provides an interface to a web-enabled application to a first computing device, with the web-enabled application and the at least one web server belonging to a first domain. An interaction routing module routes a contact event to the first computing device. At least one application server receives and responds to an Hypertext Transfer Protocol (HTTP) request for requested information related to the contact event. The HTTP request is generated by the web-enabled application. An integration module receives the HTTP request from the at least one application server and translates the HTTP request to an application programming interface call to interface with a second computing device storing the requested information in a second domain. A messaging module provides the requested data to the web-enabled application.

Abstract: Embodiments of multilayer provisioning of networked contact centers comprise providing a support service, via a distributor, to a tenant, responsive to receiving a request from the tenant to modify the support provisioning the modified support service to the tenant.

Abstract: 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.

Abstract: Embodiments of systems for selecting a communication path related to a networked contact center comprise a communication module configurable to receive data indicating that a customer of a tenant is seeking to initiate a communication with the tenant, and a path selection module configurable to register a first location, the first location being a geographical location of an agent associated with the tenant, determine a second location, the second location being a geographical location of the customer of the tenant, and based on the first location and the second location, establish the communication between the agent and the customer using a communication path having low communication latency.

Abstract: This document discusses, among other things, limiting contact to a networked contact center that is a host to multiple tenants. In an example embodiment, a communication is received by a networked contact center. In determining whether to allow the communication to reach contact center resources, a contact rate value may be examined. The contact rate value may represent an allowable quantity of contact within a time interval. For some example embodiments, a determination of whether the network contact center is to accept or reject the communication is made based on the contact rate value.

Abstract: Embodiments of computer-implemented methods and systems for information streaming to a user interface include receiving, at a networked contact center, a Hypertext Transfer Protocol (HTTP) request to stream information to a user interface, establishing a persistent HTTP connection to the user interface, receiving the information, the information including one or more events associated with the networked contact center, and sending the one or more events via the persistent HTTP connection, the one or more events resulting in a change in the user interface without further HTTP requests from the user interface.

Abstract: This document discusses, among other things, a system and methods for a networked contact center user interface. In an example embodiment, a user interface associated with a networked contact center includes a frame to present information in a selectable format. Based on a selection associated with the information, the frame is to present further information in an un-selectable format.

Abstract: A method including determining a current rate of satisfying a service level agreement constraint, wherein the service level agreement constraint is associated to selected ones of each incoming contact within a contact center, comparing the current rate to a target rate associated with the service level agreement constraint to calculate a satisfaction value, measuring a size of a queue associated with the service level agreement constraint, and calculating a potential value associated with the service level agreement constraint based on the satisfaction value, the queue size and a weighted priority level associated with the service level agreement constraint.