Call center mobile messaging

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

• identifying a customer service system telephone number;
• provisioning the customer service system telephone number, the provisioning comprising:
• provisioning the customer service system telephone number including routing information into a carrier database directory;
• provisioning the customer service system telephone number into a database directory of an integration hub;
• and
• provisioning the customer service system telephone number into an industry registration directory database;
• establishing an interconnection between the integration hub and one of a message mobile aggregator and a mobile carrier for message routing;
• establishing a secure connection between the integration hub and a call director of the customer service system;
• receiving a customer message directed to the customer service system telephone number routed through a mobile device carrier of the mobile device, through a global Short Message Service (SMS) network and through an external platform to the customer service system;
• determining whether the received customer message is starting a new conversation;
• in response to determining that there is the started new conversation, creating a conversation thread and a corresponding conversation thread token;
• passing the corresponding conversation thread token to the 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 console of the customer service system.

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

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