non-downloadable application software for proactively engaging and delivering communication opportunities, knowledge resources, promotions and other offers and information to visitors of a website, mobile site, or mobile application; non-downloadable application software for live chat, video chat, co-browse, email and phone communications provided over customer websites, mobile sites, or mobile applications; non-downloadable application software for accessing knowledgebase and web self-service offerings on websites, mobile sites and mobile applications; non-downloadable application software for capturing and analyzing behavior and data of visitors to websites, mobile sites and mobile apps to generate recommendations for communication engagements and displays of information and knowledge resources