Networked contact center user interface approach

1. An apparatus comprising:

a circuit device, including logic circuitry, configured and arranged to:

facilitate communicative coupling of a customer in a networked contact center and an agent of a tenant, wherein the customer is a customer of the tenant and the customer is associated with a communication directed to the tenant;

access information from the networked contact center, the information associated with the communication from the customer and defined by the customer in a viewable frame including a toggle switch that is defined according to a selectable area, the selectable area being selectable via user-input and configured and arranged to display graphical information for identifying a function of the communication;

transmit information associated with the communication to the networked contact center to facilitate access to data of the tenant via the agent, based on a displayed graphical user interface including the viewable frame;

in response to the selectable area being selected, transmit to the networked contact center further graphical information for display in the selectable area within the frame, the further graphical information depicting a status of the communication with the agent; and

transmit a response to the customer via the networked contact center, from the data of the agent, wherein the response is associated with the communication.

2. The apparatus of claim 1 , wherein the tenant includes:

a server configured and arranged to function corresponding to the functions of the networked contact center.

3. The apparatus of claim 2 , wherein the server facilitates communication with the networked contact center.

4. The apparatus of claim 2 , wherein the server is configured and arranged to execute the function to establish the communication between the customer and the agent, wherein the communication includes at least one of a voice communication, a chat communication and an email communication.

5. The apparatus of claim 1 , wherein the circuit device is configured and arranged to facilitate communicative coupling of a second customer of the tenant and a second agent of the tenant, the second customer associated with a different communication directed to the tenant.

6. The apparatus of claim 5 , wherein the tenant includes:

a server configured and arranged to communicate with the agent and the second agent corresponding to the functions of the networked contact center.

7. The apparatus of claim 6 , wherein the server facilitates communication with the networked contact center.

8. A method comprising:

operating a circuit device, including logic circuitry, configured and arranged to:

facilitate communicative coupling of a customer in a networked contact center and an agent of a tenant, wherein the customer is a customer of the tenant and the customer is associated with a communication directed to the tenant;

access a platform among a plurality of platforms in the networked contact center, the plurality of platforms associated with the tenant;

access information from the networked contact center via the platform, the information associated with the communication from the customer and defined by the customer in a viewable frame including a toggle switch that is defined according to a selectable area, the selectable area being selectable via user-input and configured and arranged to display graphical information for identifying a function of the communication;

transmit information associated with the communication to the platform to facilitate access to data of the tenant via the agent, based on a displayed graphical user interface including the viewable frame;

in response to the selectable area being selected, transmit to the platform further graphical information for display in the selectable area within the frame, the further graphical information depicting a status of the communication with the agent; and

transmit a response to the customer via the platform, from the data of the agent, wherein the response is associated with the communication.

9. The method of claim 8 , wherein the circuit device includes a tenant server configured and arranged to function corresponding to the functions of the networked contact center, the tenant server configured and arranged to direct incoming calls from customers to a particular platform among the plurality of platforms.

10. The method of claim 9 , including operating the tenant server to direct incoming calls from customers to a different platform among the plurality of platforms when the particular platform is unavailable.

11. The method of claim 10 , including operating the tenant server to direct incoming calls from customers to the particular platform when the particular platform is available.

12. The method of claim 9 , including operating the tenant server to function corresponding to the functions of the networked contact center, the tenant server configured and arranged to direct incoming calls from customers to a particular platform among the plurality of platforms.

13. The method of claim 9 , including operating the tenant server to facilitate communicative coupling of the customer and the agent via the plurality of platforms.

14. The method of claim 13 , including operating the tenant server to facilitate communicative coupling of a second customer of the tenant and a second agent of the tenant via the plurality of platforms.

15. The method of claim 9 , including operating the tenant server to facilitate communicative coupling of a second customer of the tenant and a second agent of the tenant via the plurality of platforms.

16. The method of claim 15 , including operating the tenant server to direct incoming calls from the customer and the second customer to a different platform among the plurality of platforms when the particular platform is unavailable.

17. The method of claim 16 , including operating the tenant server to direct incoming calls from the customer and the second customer to the particular platform when the particular platform is available.

18. An apparatus comprising:

a networked contact center including communications circuits, configured to facilitate incoming calls from customers to a plurality of tenants of the networked contact center; and

a circuit device, including logic circuitry, configured and arranged to:

display a toggle switch that is defined according to a selectable area within a viewable frame, which is selectable via user-input and configured and arranged to display graphical information for identifying a function that is responsive to a selection of the selectable area;

determine one of the plurality of tenants to which a communication of the networked contact center is directed and a platform within the networked contact center associated with the tenant, based on an identifier associated with the communication;

in response to the selectable area being selected, display further graphical information in the selectable area within the frame, the further graphical information depicting a status of the communication of the networked contact center; and

in response to determining the one of the plurality of tenants to which the communication of the networked contact center is directed, retrieve a response to provide to one of the customers from data of the tenant via the platform.

19. The apparatus of claim 18 , wherein the circuit device is further configured and arranged to:

in response to determining the one of the plurality of tenants to which the communication is directed, retrieving from a database identification of the platform and a data storage location associated with the tenant based on the identifier; and

retrieve the data for the response to the customer from the data storage location.

20. The apparatus of claim 18 , wherein the circuit device is further configured and arranged to:

reject initiation of the communication using the platform based on resources of the platform; and

in response to rejecting initiation of the communication, initiate the communication using a different platform within the networked contact center that is associated with the tenant.