Multitenancy

With multitenancy, you can set up multiple virtually independent tenants provisioned from the same underlying infrastructure. Each tenant operates as a complete, independent contact center environment possessing its own configurations, agents, teams, customers, and interactions.

Key Features and Benefit

Expertflow CX multi-tenant design ensures tenants remain separate through logical partitioning: It provides the following operational and economic benefits to both CCaaS providers (Partners) and customers (tenants).

Following is the multi-tenancy architecture.

Benefits	Partner (CCaaS provider) Benefit	Business Value to Customer (tenant)
Shared Resource Pool	Reduces hardware, maintenance, and software licensing costs by sharing infrastructure across all tenants.	Subscription-based pricing model, making advanced CX features accessible.
Simplified Maintenance	A single, central application instance means you only update and patch once.	Customers immediately benefit from new features and security fixes with zero downtime.
Logical Data Isolation	Each tenant has its own databases. Data, configurations, and user settings for each tenant are stored logically segregated and invisible to others.	Each tenant maintains its own set of customers, agents, routing configurations, and conversation flows.
Security and Compliance	Guarantees security and data privacy compliance (e.g., GDPR, HIPAA, PCI-DSS) even in a shared environment.
Rapid Provisioning	New contact center tenants can be activated in hours, not weeks.
Tenant-Level Customization	Each tenant can use its own branding and 3rd party integrations without affecting other tenants.
Reporting	Reporting data is virtually stored separately. Tenant A cannot access performance metrics or conversation transcripts belonging to Tenant B.

Deployment Flexibility

The platform provides the following deployment models.

Deployment Model	Use Case
Partner Private Cloud / On-Premise	Allows the partner to host the single multi-tenant instance entirely within their environment
Expertflow Cloud (Managed CCaaS)	Partners can leverage the existing Expertflow managed instance to quickly co-brand and resell CCaaS, minimizing their operational overhead.

Key Considerations

While multitenancy offers immense value for CCaaS, partners should be aware of standard considerations inherent to this architecture:

Consideration	Details
“Noisy Neighbor" Effect	Resources (CPU, memory, database) are shared. A heavy load spike from one large tenant could, in rare cases, impact others. Mitigation is achieved through sophisticated resource management and load balancing.
Customization Depth	Extensive tenant-level customization (branding, routing logic, field names) is supported. Deep, core code modifications for a single customer are not possible, as this would affect all other tenants.
Dependency on the Provider	All tenants rely on the provider (or hosting partner) for maintenance, security patches, and platform uptime. A global issue with the shared platform affects all tenants simultaneously.
Complex Migration	Migrating a single tenant to a dedicated environment is more complex than with traditional, isolated applications.

Limitations

A unique subdomain must be created for each tenant before DNS registration (e.g., <http://tenant1.expertflow.com,> tenant1.vrs.expertflow.com).
Some platform components do not support multitenancy. Separate instances must be provisioned for each tenant for the following:
- Conversation Studio (including Control Flow, Outbound Flow, and IVR Flow)
- Reporting Connector (refer to the deployment guide for each new tenant)
The Rasa bot is not integrated into the solution; a dedicated Rasa instance is required per tenant.
The Data platform Configmap must be updated every time a new tenant is provisioned.
Certain configurations, such as WRAP_UP (enabled/disabled), are defined as core-level common settings and therefore apply globally to all tenants.
Only MySQL is supported as the historical database in a multi-tenant environment.

Not Available

Voicebot, Transcription, and Translation are not available
Multiple deployments per tenant for the components which are not multi-tenant aware yet
Apisix authentication is not available in multitenancy, but is available on-prem
Integration with Cisco is available for a single tenant only.
Eleveo Middleware is available for a single tenant (on-prem) deployment only.

How to Configure

For details and onboarding instructions, visit Tenant Onboarding – 5.0.