Method and system for managing interactive communications campaigns

Apparatus, comprising:

• a set of machines that comprise a service provider infrastructure, each machine comprising a processor, and computer memory holding program instructions that are executed by the processor, the service provider infrastructure being shared by a plurality of business entities that create distinct interactive communications campaigns;
• one or more web servers executing on the machines and through which first and second business entities each creates and manages an interactive communications campaign, each campaign including a set of one more rules that may be triggered during the campaign;
• a telephony server executing on one of the machines to initiate outbound calls to recipients over a plurality of voice connections during the campaign for a respective one of the business entities, wherein a recipient of an outbound call initiated by the telephony server is afforded an option to connect, via a voice connection through the telephony server, to a third party contact center having an automatic call distributor (ACD);
• and
• an application server executing on one of the machines (i) to monitor the voice connections through the telephony server as the campaign for a respective one of the business entities is executed to infer a content center performance metric, (ii) to evaluate the content center performance metric to determine whether a rule from the set of one or more rules has been triggered, (iii) to take a given action if the rule has been triggered, and (iv) to provide information identifying the rule, together with a status of the given campaign;
• at least one of the web servers being further adapted to serve a web page to the respective business entity, the web page identifying the status of campaign as determined by the application server.