System and method for a cloud call back platform

Abstract

A system and method for a cloud callback platform, comprising at least a profile manager, callback manager, interaction manager, media server, context analysis engine, and context aggregator mechanism, allowing user to call business, agents in contact centers, or other users who are connected a cloud callback platform, and, failing to connect to the individual they called, or by request, allow for an automatic callback object to be created, whereby the two users may be automatically called and bridged together at a time when both users are available, and a context summary report is sent to one or more user.

What is claimed is: 
     
         1 . A system for a cloud callback platform, comprising:
 a computing device comprising a memory and a processor;   a callback manager comprising a first plurality of programming instructions stored in the memory and operating on the processor, wherein the first plurality of programming instructions, cause the computing device to:
 at a communications session, receive a request for a callback to a callback recipient from a callback requester; 
 instantiate a callback object; and 
 execute callback requests; 
   an operations analyzer comprising a second plurality of programming instructions stored in the memory and operating on the processor, wherein the second plurality of programming instructions, cause the computing device to:
 determine an appropriate communications channel to execute the callback between the callback requester and the callback recipient; 
 monitor for points of failure in the cloud callback platform; and 
 bridge the callback requester and the callback recipient using an alternate communication channel when a callback attempt fails as a result of a monitored failure in the cloud callback platform. 
   
     
     
         2 . A method for managing callbacks using a cloud callback platform, comprising the steps of:
 receiving, from a communications session, a request for a callback to a callback recipient from a callback requester;   instantiating a callback object;   determining an appropriate communications channel to execute the callback between a callback requester and a callback recipient;   executing a callback from the callback requester to the callback recipient;   monitoring for points of failure in the cloud callback platform; and   bridging the callback requester and the callback recipient using an alternate communication channel when a callback attempt fails as a result of a monitored failure in the cloud callback platform.