Mobility bonding network

A method for providing a mobility bonded network service, the method comprising:

• receiving, by a server executing a redirection service, a setup message for a voice call from a device on a mobile network operator network;
• determining, by the server executing the redirection service, whether to redirect the device to a mobile web or forward the received setup message for the voice call to a contact center;
• in response to determining to redirect the device to the mobile web, orchestrating, by the server executing the redirection service, a redirection of the device to the mobile web and terminating the voice call;
• and
• in response to determining to forward the received setup message for the voice call to the contact center, enhancing, by the server executing the redirection service, the setup message with auxiliary customer information and forwarding the enhanced set up message from the redirection service to the contact center, wherein enhancing the setup message with auxiliary customer information and forwarding the enhanced set up message to the contact center comprises:
• retrieving the auxiliary information from a repository of customer data, the auxiliary information providing a context for the voice call;
• attaching the retrieved auxiliary information to the received set up message to form the enhanced message;
• determining a number indicated by an entity operating the contact center;
• forwarding the enhanced message with the attached auxiliary information to the number indicated by the entity operating the contact center;
• and
• launching a mobile call continuity service.

A system comprising a mobility bonded network service, the mobility bonded network service comprising:

• a processor;
• and
• a memory coupled with the processor and comprising a set of instruction stored therein which, when executed by the processor, causes the processor to provide a redirection service by:
• receiving a setup message for a voice call from a device on a mobile network operator or mobile virtual network operator network,
• determining whether to redirect the device to a mobile web or forward the received setup message for the voice call to a contact center,
• in response to determining to redirect the device to the mobile web, orchestrating a redirection of the device to the mobile web and terminating the voice call, and
• in response to determining to forward the received setup message for the voice call to the contact center, enhancing the setup message with auxiliary customer information and forwarding the enhanced setup message to the contact center, wherein enhancing the setup message with auxiliary customer information and forwarding the enhanced set up message to the contact center comprises:
• retrieving the auxiliary information from a repository of customer data, the auxiliary information providing a context for the voice call;
• attaching the retrieved auxiliary information to the received set up message to form the enhanced message;
• determining a number indicated by an entity operating the contact center;
• and
• forwarding the enhanced message with the attached auxiliary information to the number indicated by the entity operating the contact center.

A non-transitory computer readable medium comprising a set of instructions stored therein which, when executed by a processor, causes the processor to provide a mobility bonded network by:

• receiving, by a server executing a redirection service, a setup message for a voice call from a device on a mobile network operator or mobile virtual network operator network;
• determining, by the server executing the redirection service, whether to redirect the device to a mobile web or forward the received setup message for the voice call to a contact center;
• in response to determining to redirect the device to the mobile web, orchestrating, by the server executing the redirection service, a redirection of the device to the mobile web and terminating the voice call;
• in response to determining to forward the received setup message for the voice call to the contact center, enhancing, by the server executing the redirection service, the setup message with auxiliary customer information and forwarding the enhanced setup message from the redirection service to the contact center, wherein the enhanced setup message is forwarded to the contact center via a communication network other than a toll-free network;
• receiving, by an agent bonding service from the device, a request for a voice call connection with an agent of the contact center, the request received after the device has been redirected to the mobile web and including parameters defining a context of the request;
• querying, by the agent bonding service, the contact center for an available agent based on the parameters defining the context of the request;
• receiving, by the agent bonding service from the contact center, an indication of an available agent or an estimated wait time until an agent is available;
• in response to receiving the indication of the available agent, initiating, by the agent bonding service, a voice call between the device and the available agent and launching, by the agent bonding service, a mobile call continuity service;
• and
• in response to receiving the estimated wait time until the agent is available, providing, by the agent bonding service to the device, the received estimated wait time.