Abstract: A conventional call center includes a contact center (CC) and a customer relationship manager (CRM). The CC receives a communication and handles the initial voice communication tasks, which enables the CC to route the call to an appropriate agent. The CRM includes a data repository for the organization, including all the information relating to each client and their interactions with the organization. The CRM may also include an interface software for displaying the information from the data repository relevant to the caller on the agent's screen, and for enabling data entry and removal. To eliminate the need for the CC, an improved CRM system provides initial voice communication tasks with an automated chat session to establish call context, solve initial problems, and then route the call to a human agent, if necessary, based on information garnered.

Abstract: Systems and methods to bind a client with a server are provided. A particular method includes establishing a connection between a server and a client. A list of best-fit server IP addresses is received at the client via the connection. A determination is made whether the server is identified in the list of best-fit server IP addresses. When the server is not identified in the list of best-fit server IP addresses, the connection to the server is terminated.