System and method for client interaction application integration

1. A system for integration of client interaction technologies, comprising:

a plurality of resource managers, each comprising at least a software service operating and stored on a first network-connected computing device;

a plurality of resources, each comprising at least a second network-connected computing device;

a monitoring service, comprising at least a software service operating and stored on a third network-connected computing device; and

a callback cloud configured to provide voice callback services on demand;

wherein a resource manager receives an interaction from a communications device via a communications network;

wherein at least some of the plurality of resources regularly report their status to the monitoring service via data communications across a data network;

wherein the monitoring service determines a current status and an expected availability of resources based at least in part on status reports received by the monitoring service from the plurality of resources;

wherein a first resource manager sends an interactive indicia comprising at least information sufficient to enable callback requests to be made in response to the received interaction via the communications network, the information based at least in part on the current status and the expected availability of resources determined by the monitoring service;

wherein the callback cloud receives a first callback request based at least in part on information sent by the first resource manager in the interactive indicia; and

further wherein the callback cloud generates a callback via a telephone network in response to the first callback request;

wherein the callback cloud comprises:

an application server software module operating on a fourth network-attached computer and operated by a callback cloud service provider;

a media server accessible via the data network by the application server;

a session management server operating on a fifth network-attached computer and coupled to the media server;

an interaction manager software module operating on the session management server;

an intent analysis engine software module operating on the session management server; and

a callback cloud database operating on a sixth network-attached computer;

wherein the application server is configured to receive registrations from participating callback providers unaffiliated with the callback service provider, the registrations providing at least a plurality of channels and endpoints from which callbacks may be placed and a plurality of rules regarding when callbacks may be made;

wherein the application server is configured to receive a callback request from a first user, the callback request comprising at least an indicia of a specific callback provider from whom a callback is requested, an indicia of when a requested callback should be made, and an indicia of allowable media types for a requested callback;

further wherein, upon receiving a callback request, the application server directs the callback request to the interaction manager, and the interaction manager sends at least a first plurality of data elements pertaining to the callback request to the intent analysis engine and receives from the intent analysis engine a second plurality of data elements pertaining to the callback request, the second plurality of data elements being determined based at least on an analysis of the intent of the callback request; and

wherein the interaction manager directs the session management server to initiate a first callback at a specific time and using a specific channel and resource based at least on the second plurality of data elements, and the session management server provides signaling to the media server to conduct the first callback using the specific channel and resource specified by the interaction manager.

2. The system of claim 1 , wherein a resource manager manages resources across a plurality of contact centers, each comprising at least a plurality of contact agents.