Global routing in multi-tenant cloud based contact center

A computerized-method comprising:

• obtaining, by a first contact service instance associated with a first region of a contact service, a contact request associated with a contact requestor located with the first region, the contact request comprising a set of attributes that define the request;
• upon selecting, by the first contact service instance, an agent associated with a second contact service instance associated with a second region to process the contact request based on the attributes of the contact request, sending a request to the second contact service instance to release the agent to process the request;
• obtaining, by the first contact service instance, an indication from the second contact service instance that the agent associated with the second region is approved to process the contact request;
• and
• causing, by the first contact service instance, a communication channel to be established between the contact requestor in the first region and the agent in the second region to process the contact request, wherein data accessed to process the contact request is not stored outside of the first region to comply with a data sovereignty policy.

One or more non-transitory computer-readable storage media storing thereon executable instructions that, as a result of being executed by one or more processors of a computer system, cause the computer system to at least:

• obtain, by a first contact service instance associated with a first region of a contact service, a contact request associated with a contact requestor located with the first region, the contact request comprising a set of attributes that define the request;
• based on obtaining, by an agent management proxy service associated with the first region, a selection of an agent for processing the contact request, the agent associated with a second contact service instance associated with a second region and based on the attributes of the contact request, send a request to the second contact service instance to release the agent to process the request;
• obtain, by agent management proxy service, an indication from the second contact service instance that the agent associated with the second region is approved to process the contact request;
• and
• cause, by the first contact service instance, a communication channel to be established between the contact requestor in the first region and the agent in the second region to process the contact request, wherein data accessed to process the contact request is not stored outside of the first region to comply with a data sovereignty policy.