Call center mobile messaging

A computer-implemented method for enabling a customer service system to communicate with a customer via electronic message communication, the method comprising:

• identifying a customer service system support telephone number;
• and
• provisioning the customer service system support telephone number, the provisioning comprising:
• provisioning the customer service system support telephone number including routing information into a carrier database directory;
• provisioning the customer service support telephone number into a messaging service database directory;
• provisioning the customer service system support telephone number into an industry registration directory database for electronic messaging;
• establishing an interconnection between the messaging service and one of a message mobile aggregator and a mobile carrier for electronic message routing;
• establishing a secure connection between the messaging service and a call director of the customer service system;
• receiving a customer electronic message directed to the customer service system telephone support number routed through a mobile device carrier of the mobile device, through a global SMS network and through the messaging service to the customer service system;
• determining whether the received customer electronic message is starting a new conversation;
• in response to determining that there is the new conversation, creating a conversation thread and a corresponding conversation thread token;
• passing the corresponding conversation thread token to a call director of the customer service system;
• and
• providing delivery of the electronic message from the mobile device to a customer service representative (CSR) agent dashboard of the customer service system.

A computer-implemented method for enabling a customer service system to communicate with a mobile device via electronic message communication, the method comprising:

• provisioning a customer service system support telephone number for electronic messaging, the provisioning comprising:
• registering the customer service system support telephone number with a messaging service having access to a Short Message Service Center (SMSC);
• registering the customer service system support telephone number in a database accessible by the SMSC with access to a global SMS network;
• establishing a secure connection to the messaging service;
• receiving a customer electronic message including a conversation thread token from a mobile device directed to the customer service system support telephone number, routed through a mobile device carrier of the mobile device, through the global SMS network and through the messaging service to the customer service system;
• determining there is no designated customer service representative (CSR) agent dashboard for the received customer electronic message, and in response, designating a CSR agent dashboard to handle a conversation thread token;
• updating a corresponding conversation thread token with the designated CSR agent dashboard;
• and
• routing the customer electronic message to the designated CSR agent dashboard,
• wherein the telephone number is a published operational customer service system support telephone number.