Systems and methods for managing multi-tenant callback services

A system for managing multi-tenant callback services for call centers comprising:

• a processor;
• a memory, wherein the memory has stored therein a callback application accessible to a plurality of call center tenants for managing callback to a plurality of customers of the call center tenants, the call back application providing a virtual partition for each of the plurality of tenants, the memory further storing instructions that, when executed by the processor, cause the processor to:
• receive configuration data for each of the plurality of tenants;
• associate the configuration data with the callback application;
• receive requests from the plurality of customers, wherein each of the requests is a request to be connected to an agent resource of a tenant of the plurality of the tenants;
• identify, for callback, a first customer of the plurality of customers transmitting a first one of the requests for a first tenant of the plurality of tenants;
• identify, for callback, a second customer of the plurality of customers transmitting a second one of the requests for a second tenant;
• invoke the callback application for managing callbacks for the first and second tenants according to the corresponding configuration data, wherein the callback application includes a single instance of call management services, and first and second queue instances for respectively the first and second tenants, the first and second queue instances each running in the virtual partition provided for respectively the first and second tenants:
• invoke the single instance of call management services for monitoring position of the first customer in the first queue instance and position of the second customer in the second queue instance;
• and
• invoke a callback to the first customer in response to the monitoring of the position of the first customer in the first queue instance;
• and
• a media device coupled to the processor adapted to establish a connection with a communication device of the first customer in response to the invoked callback.