the web customer contact system is based on distributed execution of service logic programs that can be dynamically altered based on changing business needs . the distributed and dynamic program modification makes the web customer contact system scalable and customization to the most demanding business operation needs . for example , existing workflow based gui programming tool , which only support centralized specification , down load and execution of routing rules for incoming calls in a contact center . the new system wcc system can allow user to specify a set of service logic program can be dynamically attached to any distributed “ addressable entities ” in the wcc system . the addressable entities can be a user , an agent , an email box , a work group , ivr system , or a department web site . the addressable entities can be located anywhere that can be reached by internet address . the slp associated with the addressable entities can be dynamically downloaded from the “ home ” location of the slp . the slp allows a business to define the way of handling customer &# 39 ; s messages such as call , chat and email in a flexible and programmable way using an open specification interface such as , xml technology .