Networked contact center

1. A method comprising:

participating in communications, by sending and receiving data, between a networked contact center that includes a plurality of platforms to host a plurality of tenants, and machines operable by respective agents of the plurality of tenants, wherein the participation in the communications includes;

a message associated with a tenant being received by the networked contact center, the tenant being one of the plurality of tenants;

the networked contact center identifying the platform associated with the message, the platform being one of the plurality of platforms, and each of the plurality of tenants being associated with at least one of the plurality of platforms; and

the networked contact center allowing the platform access to a data location that is associated with the tenant and shared by two or more of the plurality of tenants; and

further participating in communications by sending and receiving data, based on an access to the data location, over a broadband communications network and between a machine operated by an agent associated with the tenant and another entity with which or whom the agent has targeted by a telephone number or other identifier designating the other entity.

2. The method of claim 1 , wherein the broadband communications network includes at least one of an Internet network and a public switched telephone system network, and wherein the message being received includes receiving the message via the broadband communications network, and the identifying of the platform associated with the message includes accessing a database that associates the message with the platform.

3. The method of claim 1 , wherein the broadband communications network includes at least one of an Internet network and a public switched telephone system network, and wherein the message is further associated with an interaction between a customer of the tenant and an agent of the tenant.

4. The method of claim 1 , wherein the broadband communications network includes at least one of an Internet network and a public switched telephone system network, and wherein the message is further associated with an interaction between an agent of the tenant and the networked contact center.

5. The method of claim 1 , wherein the tenant is associated with a set of instructions to be executed by a machine within the platform, and the method further comprises:

routing the message to the set of instructions; and

receiving a request for data based on executing the set of instructions.

6. The method of claim 1 , wherein the tenant is associated with a set of instructions to be executed by a machine within the platform, and the method further comprises routing the message to the set of instructions, and receiving a request for data based on executing the set of instructions; and wherein allowing the platform access to the data location includes accessing a database to obtain the data location associated with the tenant, and providing the data location to allow the set of instructions to receive the data, based on the request for the data.

7. The method of claim 1 , further comprising:

determining that the platform is unavailable;

selecting a further platform from one or more further platforms associated with the tenant, the plurality of platforms including the one or more further platforms; and

allowing the further platform to access the data location that is associated with the tenant and shared by the two or more of the plurality of tenants.

8. The method of claim 1 , further comprising:

determining that the platform is unavailable due to a failover event;

selecting a further platform from one or more further platforms associated with the tenant, the plurality of platforms including the one or more further platforms; and

allowing the further platform to access the data location that is associated with the tenant and shared by the two or more of the plurality of tenants.

9. The method of claim 1 , further comprising:

determining that the platform is unavailable;

selecting a further platform from one or more further platforms associated with the tenant, the plurality of platforms including the one or more further platforms;

allowing the further platform to access the data location that is associated with the tenant and shared by the two or more of the plurality of tenants; and

updating a database to vary a classification for the tenant of the further platform as an inactive platform to an active platform.

10. The method of claim 1 , further comprising:

receiving configuration data associated with the tenant;

varying at least one of the data location and a further data location, based on receiving the configuration data; and

updating a database with at least one of a new data location and the further data location, based on the varying of the at least one of the data location and the further data location.

11. An apparatus comprising:

a communications device (VoIP-enabled) configured and arranged for participating in communications including data representing voice and other data, by sending and receiving data, between a networked contact center that includes a plurality of platforms to host a plurality of tenants, and machines operable by respective agents of the plurality of tenants, wherein the participation in the communications includes;

a message associated with a tenant being received by the networked contact center, the tenant being one of the plurality of tenants;

the networked contact center identifies the platform associated with the message, the platform being one of the plurality of platforms, and each of the plurality of tenants being associated with at least one of the plurality of platforms; and

the networked contact center allows the platform access to a data location that is associated with the tenant and shared by two or more of the plurality of tenants; and

an interface circuit configured and arranged in or as part of the communications device for further participating in communications by sending and receiving data, based on an access to the data location, over a broadband communications network and between a machine operated by an agent associated with the tenant and another entity with which or whom the agent has targeted by a telephone number or other identifier designating the other entity.

12. The apparatus of claim 11 , wherein the communications device is a VoIP-enabled device.

13. The apparatus of claim 11 , wherein the communications device is a cellular telephone.

14. The apparatus of claim 11 , wherein the communications device is at least one of a server computer, a PC, a tablet PC, a set-top box (STB), and a Personal Digital Assistant (PDA) device.

15. An apparatus comprising:

means, including a communications circuit, configured and arranged for participating in communications including data representing voice and other data, by sending and receiving data between a networked contact center that includes a plurality of platforms to host a plurality of tenants and machines operable by respective agents of the plurality of tenants, wherein the participation in the communications includes;

a message associated with a tenant being received by the networked contact center, the tenant being one of the plurality of tenants;

the networked contact center identifies the platform associated with the message, the platform being one of the plurality of platforms, and each of the plurality of tenants being associated with at least one of the plurality of platforms; and

the networked contact center allows the platform access to a data location that is associated with the tenant and shared by two or more of the plurality of tenants; and

means, including circuitry, configured and arranged in or as part of the communications circuit for further participating in communications by sending and receiving data, based on an access to the data location, over a broadband communications network and between a machine operated by an agent associated with the tenant and another entity with which or whom the agent has targeted by a telephone number or other identifier designating the other entity.