Abstract:
A network-connected server has software executing from a machine-readable medium for providing functionality, a web page with links to one or more further pages providing information or services related to a first enterprise hosting the server, an interface for communicating with a computerized appliance accessing the web page with a web browser; and functionality in the software for adding to the browser display at the computerized appliance an interactive interface not provided on the web page, the interactive interface providing one or more links to specific information or services.

Description:
CROSS-REFERENCE TO RELATED DOCUMENTS 
       [0001]    The present invention is a Non-Provisional application of U.S. Provisional application 61/358,130, filed on Jun. 24, 2010. The disclosure of priority application is incorporated herein at least by reference. 
     
    
     BACKGROUND OF THE INVENTION 
       [0002]    1. Field of the Invention 
         [0003]    The present invention is in the field of telephony, more particularly, contact center services, and pertains particularly to methods and apparatus for enabling realtime interaction between a customer and a business over a communications network. 
         [0004]    2. Discussion of the State of the Art 
         [0005]    In the field of telephone communications, there are contact center service providers who provide customer contact services for business clients who are generally classified as any business selling products or services. In customer relations management (CRM), it is very important that customers have unfettered access to all of the information they need to make a decision whether to buy products or services offered by the particular business with which they are dealing. 
         [0006]    A problem in the art is that important access channels to required information or live assistance are not always immediately available on the welcoming (Home) page of a business website serviced by contact center services, or on another page to which a user might connect. For example, a contact page may be provided for visitors to make contact with contact center agents, service personnel, or knowledge workers including other experts, or with sources of information, however rarely is that page the first page encountered when a visitor logs into the site. Depending on the complexity and organization of the site, for which there seems to be no standardization, a visitor may become confused and frustrated attempting to navigate to a portion of the site where they can get assistance like live chat, for example. 
         [0007]    Therefore, what is clearly needed is a system for enabling realtime contact information and other relevant information to pass directly from the contact center resource into a visitor&#39;s browser application or graphics user interface (GUI) immediately when an enabled website is visited, such that no intermediate navigation is required before establishing a live connection or partaking in other offered services and relevant advertisements provided by the contact center or relevant business entity. 
       SUMMARY OF THE INVENTION 
       [0008]    In an embodiment of the invention a network-connected server is provided, comprising software executing from a machine-readable medium for providing functionality, a web page with links to one or more further pages providing information or services related to a first enterprise hosting the server, an interface for communicating with a computerized appliance accessing the web page with a web browser, and functionality in the software for adding to the browser display at the computerized appliance an interactive interface not provided to all who visit the web page, the interactive interface providing one or more links to specific information or services. 
         [0009]    In one embodiment the links to specific information or services are links to facilities hosted by the server. Also in one embodiment one or more of the links to specific information or services connect the computerized appliance to a different network-connected server. Also in an embodiment one or more of the links to specific information or services launches an IP telephone call to an agent at a call center hosted by a second enterprise acting on behalf of the first enterprise. In another embodiment one or more of the links to specific information or services connects the computerized appliance to a chat session. Still further, one or more of the links to specific information or services connects the computerized appliance to a service at a call center hosted by a second enterprise acting on behalf of the first enterprise, and to a facility for scheduling a call-back to an IP address or a telephone number. And further still, one or more of the links to specific information or services launches an email client at the computerized appliance with a pre-stored send-to address. 
         [0010]    In some embodiments one or more of the links to specific information or services connects the computerized appliance to a service at a call center hosted by a second enterprise acting on behalf of the first enterprise, and to a facility for participating in a co-browsing session with an agent at the call center. Also in some embodiments the interactive interface provided to the browser of a connecting computerized appliance is provided on a selective basis, according to information provided by the connecting appliance, or stored at the server about the appliance or a person associated with the appliance. Further in some embodiments the server or a third party server to which the computerized appliance may be redirected, downloads an advertisement to the computerized appliance, the advertisement enhanced with interactive links providing the person using the appliance access to more granular material about a product or service subject of the advertisement, and an ability to buy the product or service. 
         [0011]    In another aspect of the invention a method for customer interaction with a site hosted by an enterprise is provided, comprising steps of (a) connecting to the site by a computerized appliance executing a browser application; (b) providing to the computerized appliance through the browser application a web page; (c) providing to the browser application an interactive interface having links, not displayed on the web page to every visitor, to specific information or services. 
         [0012]    In one embodiment the links to specific information or services are links to facilities hosted by the server. Also in one embodiment one or more of the links to specific information or services connect the computerized appliance to a different network-connected server. Also in an embodiment one or more of the links to specific information or services launches an IP telephone call to an agent at a call center hosted by a second enterprise acting on behalf of the first enterprise. 
         [0013]    In some embodiments one or more of the links to specific information or services connects the computerized appliance to a chat session. Further in some embodiments one or more of the links to specific information or services connects the computerized appliance to a service at a call center hosted by a second enterprise acting on behalf of the first enterprise, and to a facility for scheduling a call-back to an IP address or a telephone number. In some embodiments one or more of the links to specific information or services launches an email client at the computerized appliance with a pre-stored send-to address. 
         [0014]    Also in some embodiments one or more of the links to specific information or services connects the computerized appliance to a service at a call center hosted by a second enterprise acting on behalf of the first enterprise, and to a facility for participating in a co-browsing session with an agent at the call center. The interactive interface provided to the browser of a connecting computerized appliance may be provided on a selective basis, according to information provided by the connecting appliance, or stored at the server about the appliance or a person associated with the appliance. Further the server or a third party server to which the computerized appliance may be redirected, may download an advertisement to the computerized appliance, the advertisement enhanced with interactive links providing the person using the appliance access to more granular material about a product or service subject of the advertisement, and an ability to buy the product or service. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWING FIGURES 
         [0015]      FIG. 1  is an architectural overview of a communications network supporting dynamic toolbar installation and activation according to an embodiment of the present invention. 
           [0016]      FIG. 2  is a plan view of an option launch container in the form of a browser toolbar according to an embodiment of the present invention. 
           [0017]      FIG. 3  is a process flow chart illustrating steps for enabling dynamic option container installation and information conveyance through toolbar channels according to an embodiment of the present invention. 
           [0018]      FIG. 4  is a plan view of a configuration interface for configuring or updating settings according to an embodiment of the present invention. 
           [0019]      FIG. 5  is a process flow chart illustrating steps for customer interaction with a dynamic option toolbar according to an embodiment of the present invention. 
           [0020]      FIG. 6  is an architectural overview of a communications network supporting dynamic business to user connectivity according to another aspect of the invention. 
           [0021]      FIG. 7  is a plan view of a mobile device displaying an advertisement including a dynamic option load button according to an embodiment of the present invention. 
           [0022]      FIG. 8  is a process flow chart illustrating steps for interacting with mobile advertisements according to an embodiment of the present invention. 
       
    
    
     DETAILED DESCRIPTION 
       [0023]    The inventors provide a unique system for enabling direct interaction with contact and search options for a company providing contact center services to business customers. The system is characterized by a automatic and sometimes temporary toolbar installation followed by an automated connection and download of the information to the toolbar installation. The various aspect of the present invention are described in enabling detail using the following examples, which may describe more than one embodiment of the present invention. 
         [0024]      FIG. 1  is an architectural overview of a communications network  100  supporting dynamic toolbar installation and activation according to an embodiment of the present invention. Communication network  100  includes the well-known Internet network  101  including one or more connected sub-network through which Internet access is typically accomplished. Internet network  101  is further characterized by a network backbone  114 . Backbone  114  represents all of the lines, equipment, and access points that make up the Internet as a whole including connected sub-networks. Therefore, there are no geographic limitations to the practice of the present invention. 
         [0025]    Internet  101  is a carrier network in this example and provides access to a business or enterprise website  115  for customers of that Website. Website  115  represents any business Website maintained as a customer accessible site by an enterprise such as enterprise  107 . Website  115  is installed on and executable from a web server  113  connected to backbone  114 . Web server  113  represents any computing server having a digital medium provided thereon or otherwise accessible thereto adapted to store the software and data required to enable function as a Web server. 
         [0026]    Enterprise  107  has a customer information server  131  connected to a local area network (LAN)  106 . Information server  131  is adapted with a digital medium for storing the software and data required to enable server function as a centralized data server. LAN  106  is connected to network backbone  114  through a data router  130 . A data repository  132  is provided and is adapted as a customer relations management (CRM) repository connected to server  131 . Repository  132  may store customer data and other information about customers of the enterprise such as billing information, contact data, purchase history, contact history, demographics, and any other customer information that might be considered important to the enterprise. Web server  113  may be hosted by enterprise  107  or by a third-party Web hosting business. 
         [0027]    Enterprise  107  represents any business that sells products and/or services. In this example enterprise  107  contracts out some of or all of its customer contact services to a third-party provider such as a contact center  108 . Contact center  108  is under contract with enterprise  107  to service the customers of the enterprise in one both of sales and services. In this respect, contact center  108  has a local area network (LAN)  122  adapted as a sub-network having connection to Internet backbone  114 . Contact center  108  provides full customer contact services on behalf of enterprise  107 . Such services may include but are not limited to answering calls and communicated questions, proactive contact services, chat services, live telephone sales and services, email services, knowledgebase access services, and other like services that may be pursued in the light of helping customers of enterprise  107  fulfill their needs. 
         [0028]    LAN  122  supports a number of agent workstations  129  ( 1 - n ) coupled to LAN  122  within contact center  108 . Contact center  108  may be a single physical contact center or an access point in a federated contact center environment without departing from the spirit and scope of the present invention. Each workstation  122   1 - n  includes a computing device such as a personal computer and a telephone capability. Telephones may be digital IP phones, VoIP headsets, analog telephones sets etc. State-of-art contact center services include voice services, messaging services, live chat, co-browsing, and automated order processing. Workstations  129  ( 1 - n ) may be assumed capable of all types of contact center communications with customers of any contracting business relative to the products and services of those businesses. 
         [0029]    Contact center  108  includes a central office switch  121  adapted for computer telephony integration (CTI) by a connected CTI processor  124 . CTI processor  124  provides a level of intelligence to switch  121  enabling intelligent routing routines and other smart functions. CTI processor  124  is connected to LAN  122  and to switch  121 . Switch  121  may be an automated call distributor (ACD) a private branch exchange (PBX) or some other type of telephony switching facility without departing from the spirit and scope of the present invention. Switch  121  has connection to a PSTN network segment  105  and may have trunk connections to one or more local and remote telephone switching facilities (not illustrated) within the PSTN. Callers accessing switch  121  from the Internet side are routed through a gateway  120  that effectively bridges communication between the telephone and Internet networks. 
         [0030]    Contact center  108  utilizes an interactive voice response (IVR) capability implemented at switch  121  within an IVR system  123 . IVR  123  is used to screen customer calls coming into to center  108  from anywhere outside the center. Contact center  108  has an application server  126  connected to LAN  122 . Server  126  includes a digital medium that contains all of the software and data required to enable function as an application server. Server  126  is adapted to contain and serve customer contact applications used in conjunction with IVR services to interact with callers. Contact center  108  may also employ proactive customer contact such as outbound contact services, proactive chat invitations, email contact services, and so on. 
         [0031]    Contact center  108  includes an Internet Protocol router  125  having LAN connection in this example and connection to gateway  120  in PSTN segment  105 . Digital correspondence such as messaging, VoIP, chat requests, IM requests, and any other interactive communications may come into the center through gateway  120 , which may be a multimedia gateway. Contact center  108  includes a customer information server  128  connected to LAN  122  and to a customer relations management (CRM) repository  127 . Repository  127  is adapted to contain information about clients of the contact center including all of the client businesses it represents and records surrounding all of the customer contacts made in conjunction with servicing those client businesses. Other types of equipment may be represented within contact center  108  without departing from the spirit and scope of the present invention such as a routing server, a workforce management server, an outbound contact server, and like equipment. 
         [0032]    Customers of enterprise  107  are illustrated in this example as a customer  109  (PC), a customer  110  (Cellular Phone), a customer  111  (PDA), and a customer  112  (Laptop). Customer  109  has access through a PSTN segment  102  and an Internet Service Provider (ISP)  117 . Customer  110  has access through a wireless network  103  and a wireless Internet service provider (WISP)  118 . Wireless network  103  may be a Wireless Fidelity network, or a wireless telephone carrier network. Customer  111  may have access to Internet  101  through wireless network  103  as does customer  110 . Customer  112  has access to Internet  101  via a LAN  104  and a router  119 . There are numerous connection methods available and known to the inventors. In general, access to server  113  and Website  115  is browser-based access. The differing computing appliances in this example are all markedly different devices having a slightly differing version of a browser. 
         [0033]    Customer  109  has a browser application  132   a  installed in working order. Browser application  132   a  may be any sort of Web navigation application without departing from the spirit and scope of the present invention. Browser application  132   a  has a toolbar area  133   a  including search options, network navigation address bar, and other typical interactive mechanisms that may come with or may be added to the basic browser application. Customer  110  has a browser application  132   b  with a browser toolbar area  133   b . Customer  111  accesses web server  113  using browser application  132   c  having a toolbar area  133   c . Customer  112  accesses web server  113  using browser application  132   d  with toolbar area  133   d . Each browser application may be different, such as its own version adaptable to the host upon which it runs. The importance of having a toolbar area appear in the browser application is self evident, in that much information is presented at the user&#39;s fingertips and can be accessed through browser navigation controls as is typically the case with all browser-based applications. 
         [0034]    In practice of the present invention, users or potential customers of enterprise  107  including customers  109 - 112  may, during the course of regular business, access enterprise Website  115  running on web server  113 . Website  115  of enterprise  107  running on web server  113  has an application program interface (API)  116  installed and executable thereon. API  116  is adapted to enable Website  115  to host an automated toolbar installation process that installs, under certain conditions, an option launch container (toolbar version) into each browser of a Website visitor such as connected browsers operated by customers  109 - 112 . API  116  is invoked by browser execution of certain code on the site. Invoking API  116  causes the option launch container (not illustrated) to install temporarily while the user is browsing the enterprise Website. To the extent that there may be differing versions of the option launch container for different browsers and/or operating systems and devices, the installation process determines which version will be supported on the destination system. 
         [0035]      FIG. 2  is a plan view of an option launch container in the form of a browser toolbar  133   a  according to an embodiment of the present invention. Option launch container  133   a  is a toolbar extension and may be referred to herein after as toolbar  133   a . Toolbar  133   a  may be installed as a complete toolbar or as an additional row applied to the bottom row of an existing toolbar, or in any of several other versions. In this example, toolbar  133   a  overlays or overwrites the top title bar area of a browser interface. As such it includes the popular forward and backward navigation buttons. If added as an additional row in the toolbar area, no displacement or overwriting of toolbar display may occur. 
         [0036]    Toolbar  133   a  supports the browser navigation bar and the typical browser menu items like File, Edit, View, Favorites, Tools and Help. Toolbar  133   a  has a plurality of interactive contact options. A site search box or field is provided and is adapted to enable people to search for knowledge base (KB) articles, forums, and other digitally stored documents and archive files. A dropdown menu may be provided for a user to select a category from the search option menu. An interactive option  202  is provided for help in finding an answer to a question or to live questions presented during interaction. Other interactive options in this example include an interactive agent chat option  203 , an email send option  204 , a schedule callback option  205 , an interactive talk now button  206 , and a co-browsing option  207 . 
         [0037]    The interactive contact options just described are exemplary only. There may be more or fewer interactive option from which to choose. Each interactive option represents a direct channel that could be established between the user invoking the option and the contact center contracted to help the user. Upon installation of the toolbar, each separate channel that is activated displays some type of information that is relevant to the option invoked. Information that might be displayed may include anchor text describing a good time to call. In other embodiment the displayed information may include some basic availability information for live assistance. 
         [0038]    Invoking the “talk now” option may result in a Web call to a telephone number enabling routing to live agents. Invoking the co-browse option may put the user in a co-browsing queue that allows a live agent to temporarily have control over a navigation sequence using the “follow me” browsing session method. Invoking the schedule call option allows the potential customer to schedule a time when a live person will call the customer back. Invoking the send email button causes the email application used by the potential customer to launch an email for creation and send. In one embodiment the send email button invokes a third-party Instant Message Application Protocol (IMAP) email account set up and personalized for the customer. Invoking agent chat button  203  brings up a chat interface on the computer of the potential customer. Agent chat is a request for a live chat hosted by an agent. In one embodiment a variety of chat configuration preferences could be elected by the potential customer in order to have some control over the nature of the interaction. For example, the potential customer may want to join a chat in progress with other potential customers. In another embodiment the potential customer may just want a single agent chat session. It should be clear to the skilled person that the variety of communication and access options is quite varied, and will be determined by the nature and strategy of the host. 
         [0039]      FIG. 3  is a process flow chart  300  illustrating steps for enabling dynamic option container installation and information conveyance through toolbar channels according to an embodiment of the present invention. At step  301  an enterprise administrator installs the API to the enterprise Website. At step  302  a potential customer visits the Website. At step  303  the toolbar downloads to the end device and in step  304 , the toolbar self extracts and installs into the browser toolbar area of the browser running on the end device used to access the site. 
         [0040]    At step  305  the toolbar opens up one or more channels into the contact center. In one embodiment one channel may be provided over which all toolbar data is propagated. In another embodiment there may be two or more channels dedicated to the type of contact option launching. At step  306  the toolbar receives the information for display and in step  307  the toolbar displays the information. In one embodiment the information display is the estimated waiting time in queue for the talk now option. In one embodiment the displayed information is an indication of which agent will be available for a co-browsing session. In still another embodiment the system displays two or more differing search options in a dropdown menu. Options for searching the site of the contact services provider include but may not be limited to search of knowledge base information, Frequently Asked Questions (FAQs), forum threads, and any other solution-oriented data. 
         [0041]      FIG. 4  is a plan view of a configuration interface  400  for configuring or updating toolbar settings according to an embodiment of the present invention. Interface  400  may be invoked by interacting with the edit settings button  208  on toolbar  133   a  of  FIG. 2 . In one embodiment, the toolbar is personalized to any potential customer where knowledge of the customer&#39;s name is available to the system. Interface  400  has a title bar section  401  that identifies the interface and welcomes the potential customer. In one embodiment a registration option is afforded to the potential customer so that every subsequent visit to the enterprise Website results in toolbar display that is personalized to that repeat visitor. 
         [0042]    Interface  400  includes a section  402  for updating and editing contact channel preferences. For example, a potential customer may edit contact channel display to display only the contact channels preferred by the potential customer. In this example all of the offerings are checked indicating that the potential customer wishes to have all of these options available when visiting the enterprise Website. There may be more or fewer offered contact channels without departing from the spirit and scope of the present invention. 
         [0043]    Interface  400  includes a section  403  for updating and editing site search options offered to the potential customer. In this example, the options News Articles, Knowledge Base Articles, Product/Service Updates, FAQs, and Legal are all checked. There may be more or fewer search options provided without departing from the spirit and scope of the present invention. 
         [0044]      FIG. 5  is a process flow chart  500  illustrating steps for customer interaction with a dynamic option toolbar according to an embodiment of the present invention. At step  501 , a potential customer logs on to an enterprise Website that has the API installed. At step  502 , the option container or toolbar appears automatically in the browser bar area of the customer&#39;s browser. The install process is transparent to the potential customer in one embodiment. In another embodiment installation is a process that includes a configuration and registration step not illustrated in this example. It may be assumed in this example that the potential customer has already configured preferences and has registered to use the toolbar as a convenient way to initiate contact and/or search activities. There may be in various embodiments a variety of conditions under which the toolbar will install at the customer&#39;s browser, or not. For example, use may be focused by the enterprise for certain customers, and activation is by customer ID. Some customers may have a token such that arriving at an enterprise website makes the token visible to the website and activate the download of the toolbar. There are a variety of other conditions that might be controlled. 
         [0045]    At step  503 , the potential customer may decide if she requires live assistance. If the potential customer does not require live assistance at step  503 , then she may decide whether or not she has a question that requires an answer. Steps  503  and  504  are not steps that are critically ordered. These are simply the most natural decisions a customer will make when visiting the enterprise Website. If the potential customer has no questions at the time then at step  505  a delay or wait period may transpire before the potential customer decides whether she requires live assistance or has a question. In one embodiment the customer simply will browse the Website and perhaps place an order using automated assistance whereby offerings available in the option launch container (toolbar) are not selected or interacted with. However, the options are always present should the potential customer need live assistance or has a question that requires an answer. 
         [0046]    At step  503 , if the potential customer decided that live assistance is required, then at step  506  the potential customer selects one of the live options on the toolbar such as live chat, live talk, or co-browse. Chat, Voice, and Co-browse are all live options requiring a live agent. Selection at step  506  results in interaction with a live agent at step  508  over the selected channel. 
         [0047]    If the potential customer does not require live assistance but does have a question at step  504 , then at step  507  the potential customer may select a messaging option like email or posting the question, or a site search option such as search KB articles, for example. At step  509  any information retrieved as a result of keyword, phrase, or types question submission is returned to the customer at step  509 . The search options may respond to both keywords and phrases if not direct questions. 
         [0048]    After the potential customer interacts with the system using live or non-live assistance, the potential customer may make a decision whether additional assistance might be required. If no other assistance is required, the process terminates at step  511 . If the potential customer has another question or requires live-assistance again, the options are always immediately available in the toolbar as long as the customer is logged on to the enterprise Website. In one embodiment the customer may see product offers or service offers in the toolbar and may then select those options through the toolbar in order to further the process of obtaining or learning more about those offers. 
       Proactive Business to Consumer (B2C) Advertising 
       [0049]      FIG. 6  is an architectural overview of a communications network  600  supporting dynamic business to user connectivity according to another aspect of the invention. Communications network  600  includes Internet network  101 , Internet backbone  114 , and web server  113  introduced in  FIG. 1 . Communications network  600  also includes connected sub-networks WN  103 , LAN  104 , PSTN  105  and LAN  106 . An additional LAN  617  is illustrated in this example to complete connectivity for enterprise domains  601  (Enterprise  1 ) and  602  (Enterprise n). There are numerous elements in  FIG. 6  that were introduced in  FIG. 1 , but have not been changed or modified in description. These elements retain the element numbers assigned in  FIG. 1  and shall not be reintroduced to avoid redundancy in the description. 
         [0050]    In this embodiment, enterprises  601  and  602  serve advertisements to Website visitors such as those operating network appliances  110 ,  111 , and  112 , wherein those ads are relevant to information known about the visitor detected by the advertising system or otherwise pre-known to the enterprise and associated with a current visitor. In this example, enterprise  601  maintains an ad server (AS)  603 . AS  603  includes a digital medium coupled thereto or otherwise accessible thereto that is adapted to contain all of the software and data required to function as an advertisement server. AS  603  has a data connection to a data repository  607  adapted to store advertisements for service to visitors over the Internet. AS  603  is connected to Internet backbone  114  through LAN  617  and a data router  614 . Ad server  603  may be maintained by a third-party advertising service instead of the enterprise without departing from the spirit and scope of the present invention. 
         [0051]    Enterprise  601  maintains an ad server  604 . Ad server  604  includes a digital medium coupled thereto or otherwise accessible thereto that is adapted to contain all of the software and data required to function as an advertisement server. Ad server  604  has a data connection to a data repository  608  adapted to store advertisements for service to visitors over the Internet. Ad server  604  is connected to Internet backbone  114  through LAN  106  and a data router  613 . Ad server  604  may be maintained by a third-party advertising service instead of the enterprise without departing from the spirit and scope of the present invention. 
         [0052]    In one embodiment of the present invention enterprise  601  and enterprise  602  upload created advertisements relative to their products and services to application server  126  connected to LAN  122  within contact center  108 . In this embodiment the contact center serves the advertisements to visitors of the enterprise Websites. In this embodiment the enterprises have contracted with the call center to manage sales and service including proactive advertising. Web server  113  hosts an enterprise Website  612 . Website  612  may represent the site of enterprise  601  or of enterprise  602  or any other enterprise practicing the invention. 
         [0053]    Website  612  has a machine readable instruction or code  605  that is parsed by a visitor&#39;s browser application when the visitor first enters the Website. Code  605 , when invoked, initiates download and installation of or server run display of a graphics user interface (GUI)  606 . GUI  606  may be in the form of a toolbar or a pop-up window or interface. GUI  606  may be a browser plug-in, a thin client download, or a standalone application that is downloaded from the Website. The purpose of the GUI is to enable a visitor to receive immediate contact channel connectivity over which realtime and interactive options may be received to help the visitor fully realize and quickly achieve the goal of visiting the site. 
         [0054]    A website visitor operating appliance  110  may download or display a version of GUI  606  as “G”  609 . Smartphone  111  includes a GUI  610  adapted as a downloaded or server-hosted version of GUI  606 . Laptop  112  has a version of GUI  606  displayed as GUI  611 . It is also noted herein that Laptop  112  is connected to LAN  104  and accesses Internet backbone  114  via a data router  618 . Each of the visitors has entered Website  612 , invoked MC  605  to receive their custom versions of GUI  606 . The GUI might be sever-hosted, a plug-in to the visitor browser, or it might be a pop-up interactive window that serves the information and interactive options. In one embodiment ads are served into each visitor&#39;s GUIs while they are visiting the Website. As described further above, the ads might be tailored according to visitor attributes and activity. 
         [0055]    In a preferred example, contact center  108  handles all of the business for enterprises  601  and  602  including sales, service, and advertising. In this regard, all served advertisements come directly from application server  126  in call center  108 . An operator  110  may visit Website  612 , invoke code  605  causing a download and display of GUI  609 . GUI  609  contains all of the available contact channels and interactive options offered by contact center  108 . In one embodiment installation of the GUI in the form of a toolbar or pop-up interactive window is performed only if the visitor agrees to the installation. In another embodiment which may be entirely server-hosted, the GUI in the form of a toolbar or interactive pop-up displays automatically by default each time a visitor access the Website. 
         [0056]    In the example mentioned above, enterprises  601  and  602  may configure advertising and upload those configured ads to ad server  126  within call center  108 . Application server  126  may include an ad repository (not illustrated) for storing advertisements for clients of the center. In another embodiment, contact center  108  may act as an advertising broker and may send out proactive advertising for all member enterprises. Member enterprises such as enterprises  601  and  602  may be located for clients who have asked for competitive offers for products or services from any advertiser that is a member of the service of the present invention. In this case, a client such as one operating communications device  610  may visit a special Website hosted by contact center  108  and might receive a GUI similar to GUI  606  where a search for products and services could be launched to find enterprises whose products or services are more competitive. Such enterprise resources might be located in a directory server  615  maintained by contact center  108 . Directory server  615  includes a digital medium installed therein or otherwise accessible thereto that is adapted to contain all of the software and data required to enable server function as a directory server. 
         [0057]    Competing advertisements from member advertisers may be served to potential customers based on preferences, queries, search activities, or some other criteria such as behavior or activity patterns known about the potential customer&#39;s Web activity or context dissemination without departing from the spirit and scope of the present invention. Advertisements may be served to potential customers that visit any member Website and have downloaded and opened a GUI adapted to receive the ads. In some cases advertisements may be served to customers that are known to contact center  108  but that have not visited any Website enhanced for practicing the invention. In this case when the customer clicks on or otherwise interacts with an advertisement, that potential customer might be redirected to an appropriate member Website where they may download and install or otherwise access the GUI thereby obtaining the immediate contact information to proceed with the advertisement interaction. 
         [0058]      FIG. 7  is a plan view of a mobile device  700  displaying an advertisement including a dynamic option load button according to an embodiment of the present invention. Mobile communications device  700  may be a smartphone, an iPad, a PDA, or some other device capable of accessing and browsing the Internet. The potential customer has a mobile application  701  opened on communications device  700 . During the course of working within the mobile application, presumably connected to the Internet network, an advertisement  702  appears as a pop-up window that depicts a visual and textual advertisement with a connection button labeled iCon for I Connect. 
         [0059]    Once the potential customer has invoked or otherwise interacted with the iCon button, the available contact options assigned to that advertisement appear in an interactive option bar or menu  704 . The potential customer may invoke one or the options from option bar  704  to further the interaction relative to the served advertisement. The contact options might be the same options that would be available if the potential customer had visited the Website of the enterprise that originated the advertisement. In both cases, contact center  108  described in the example of  FIG. 1  and in the example of  FIG. 6  may be the servicing entity for that potential customer. 
         [0060]      FIG. 8  is a process flow chart  800  illustrating steps for interacting with mobile advertisements according to an embodiment of the present invention. At step  801  a potential customer operating a communications device opens a mobile application while connected online. The mobile application may be configured to receive mobile advertisements served by a third-party advertiser. At step  802 , the potential customer determines if a new advertisement has been served into the application GUI. If no advertisement was served, the potential customer might resume interaction at step  803 . If an advertisement was served into the mobile application GUI, the potential customer makes a determination at step  804  to invoke the advertisement or not to invoke the advertisement. 
         [0061]    If the potential customer decides to ignore the served advertisement, then the process may resolve back to step  803  where the potential customer resumes interaction with the mobile application. If the potential customer is interested in the advertisement and selects the advertisement at step  804 , then at step  805  the advertisement displays fully including all of the available interactive options such as those described above with respect to the options bar  704  of  FIG. 7 . It is assumed that the list of available options will include both live assistance channels and self service channels. At step  806 , the potential customer decides whether live assistance is required or not. 
         [0062]    At step  806  if no live assistance is required, then at step  807  the potential customer may select from self help options. In this pathway, at step  809  the potential customer interacts with the service via the selected channel to fulfill the potential customer&#39;s goal. In the same pathway, at step  810  the potential customer determines if they are finished interacting. At step  810  if the potential customer is finished interacting with the service then the process resolves back to step  803  and the potential customer may resume interaction in the mobile application they are working in. If at step  810 , the potential customer is not finished interacting, then the process may loop back to step  809 . It is noted herein that the process may also enable the customer or potential customer to move from self help to live assistance while interacting with the ad service provider such as contact center  108  of  FIG. 1 . 
         [0063]    At step  806 , is the potential customer determines that live assistance is desired, then the potential customer may select from the live contact menu presented at step  808 . The process then moves to step  809  and  810 . It is noted herein that a potential customer working with live assistance may still opt to continue in a self service mode during the interactive session. 
         [0064]    It will be apparent to one with skill in the art that the option launch container system of the invention may be provided using some or all of the mentioned features and components without departing from the spirit and scope of the present invention. It will also be apparent to the skilled artisan that the embodiments described above are specific examples of a single broader invention which may have greater scope than any of the singular descriptions taught. There may be many alterations made in the descriptions without departing from the spirit and scope of the present invention.