System and method for callback management with alternate site routing and callback pacing

A system for callback management with alternate site routing and callback pacing, comprising:

• a callback cloud service comprising a first computing device comprising a memory and a processor, and a first plurality of programming instructions stored in the memory and operating on the processor of the first computing device, which causes the first computing device to:
• maintain relevant agent and client data from an on-premise callback system;
• interface with one or more alternate sites comprising of an on-premise callback system;
• execute callback fulfillment requests;
• an on-premise callback system operating at a preferred contact site comprising a second computing device comprising a memory and a processor, and a second plurality of programming instructions stored in the memory and operating on the processor of the second computing device, which causes the second computing device to:
• send data related to callback objects and agents to the callback cloud service;
• receive a call to an agent from a caller;
• create a callback object upon the caller's request for a callback;
• receive a callback time from a pacing algorithm;
• and
• execute a callback to the caller at the callback time;
• and
• wherein the pacing algorithm comprises a third plurality of programming instructions stored in the memory and operating on the processor of the second computing device, which causes the second computing device to:
• receive the callback objects from the callback cloud service;
• determine times when the caller and the agent are both likely to be available;
• predict a likelihood that the caller will answer at each determined time;
• select the callback time from the determined times with the greatest predicted likelihood;
• and
• send the callback time to the on-premise callback system.