Call center mobile messaging

1. A computer-implemented method for enabling a call center to communicate with a mobile device via electronic message communication, the method comprising:

establishing a secure connection between a messaging hub and a call center;

identifying an existing call center telephone number used for telephone support;

provisioning the existing call center telephone number for electronic messaging, the provisioning comprising:

registering the existing call center telephone number with the messaging hub having access to a Short Message Service Center (SMSC)/Multimedia Messaging Service Center (MMSC);

registering the existing call center telephone number in a database accessible by an SMSC/MMSC with access to a global SMS/MMS network;

receiving an electronic message from the mobile device directed to the existing call center number, routed through a mobile device carrier of the mobile device, through the global SMS/MMS network and through the messaging hub to the call center; and

providing delivery of the electronic message from the mobile device to a customer service representative (CSR) workstation.

2. The method of claim 1 , wherein identifying an existing call center telephone number includes determining one of a toll free call center telephone number and a non-toll free call center telephone number.

3. The method of claim 1 , wherein provisioning the existing call center telephone number further includes:

provisioning the existing call center telephone number with industry and carrier database directories with appropriate routing information including at least one of:

origin;

destination;

IP address;

network ID; and

entity ID;

provisioning the existing call center telephone number into industry white lists for exception processing of call center characteristic traffic patterns;

provisioning the call center telephone number into the messaging hub database directory and servers to act as host, storage and router of the call center telephone number; and

provisioning the call center telephone number into industry registration directory databases for electronic message traffic with associated entity information.

4. The method of claim 3 further comprising establishing interconnections between messaging hub and global SMS infrastructure for routing of electronic messages.

5. The method of claim 1 , wherein providing an interface between call center operations and the mobile device further comprises:

providing a one of:

a direct to PC application;

a web application; and

a native application;

to send/receive electronic messages.

6. The method of claim 5 further comprising providing a client application on the mobile device to communicate with the call center using electronic messaging wherein the electronic messages are routed via the messaging hub.

7. The method of claim 5 further comprising providing a communications channel to and interfacing with a call center routing switch.

8. The method of claim 7 further comprising:

retaining an electronic message conversation thread for future messages for customer service representative (CSR) continuity; and

displaying an electronic message thread on a CSR screen;

assigning one of:

a call center telephone number;

a call center business name; and

a call center business product name;

on a CSR generated electronic message as an originating telephone number of the CSR generated electronic message.

9. The method of claim 1 , wherein providing an interface between call center operations and the mobile device comprises providing a window on Customer Service Representative (CSR) screen that enables interface to electronic message threads directed through the call center routing switch.

10. A computer-implemented method for enabling a call center to communicate with a customer via electronic message communication, the method comprising:

identifying a call center telephone number;

provisioning the call center telephone number, the provisioning comprising:

provisioning the call center telephone number including routing information into a carrier database directory;

provisioning the call center telephone number into a messaging hub database directory;

provisioning the call center telephone number into an industry registration directory database for electronic messaging;

establishing an interconnection between the messaging hub and one of a message mobile aggregator and a mobile carrier for electronic message routing;

establishing a secure connection between the messaging hub and a call director of the call center;

receiving a customer electronic message directed to the call center number routed through a mobile device carrier of the mobile device, through a global SMS/MMS network and through the messaging hub to the call center;

determining whether the received customer electronic message is starting a new conversation;

in response to determining that there is a new conversation, creating a conversation thread and a corresponding conversation thread token;

passing the corresponding conversation thread token to a call director; and

providing delivery of the electronic message from the mobile device to a customer service representative (CSR) workstation.

11. The computer-implemented method of claim 10 further comprising:

receiving the customer electronic message in a call director;

determining whether there is a no designated customer service representative (CSR);

in response to determining that there is no designated CSR:

designating a CSR to handle the conversation thread;

updating the corresponding conversation thread token; and

routing the customer electronic message to the designated CSR.

12. The computer-implemented method of claim 10 further comprising:

switching the conversation thread to and from voice communication and electronic messaging.

13. The computer-implemented method of claim 10 further comprising:

storing an electronic message, message time data, and token information including the designated CSR for a portion of the conversation thread.

14. The computer-implemented method of claim 10 further comprising:

providing a web page with instructions requesting the customer to return an electronic message to the call center including location information of the customer;

embedding in an electronic message a uniform resource locator (URL) referring to the web page; and

receiving an electronic message with the location information of the customer as entered by the customer.

15. The computer-implemented method of claim 14 further comprising:

processing the received electronic message; and

displaying one of:

the location information of the customer as supplied by the customer; and

directions to the customer location.

16. A computer-implemented method for enabling a call center to communicate with a mobile device via electronic message communication, the method comprising:

provisioning a call center telephone number for electronic messaging, the provisioning comprising:

registering the call center telephone number with the messaging hub having access to a Short Message Service Center (SMSC)/Multimedia Messaging Service Center (MMSC);

registering the call center telephone number in a database accessible by an SMSC/MMSC with access to a global SMS/MMS network;

establishing a secure connection to a messaging hub;

receiving a customer electronic message from a mobile device directed to the call center telephone number, routed through a mobile device carrier of the mobile device, through the global SMS/MMS network and through the messaging hub to the call center;

including a conversation thread token;

determining whether there is a designated customer service representative (CSR);

in response to determining that there is no designated CSR:

designating a CSR to handle a conversation thread;

updating the corresponding conversation thread token; and

routing the customer electronic message to the designated CSR; and

wherein the telephone number is a published operational call center telephone number.

17. The computer-implemented method of claim 16 further comprising:

in response to determining that there is a designated CSR, routing the customer electronic message to the designated CSR.

18. The computer-implemented method of claim 16 further comprising:

switching the conversation thread between:

voice communication;

and

electronic messaging;

as selected by the CSR.

19. The computer-implemented method of claim 16 further comprising:

receiving a voice call;

identifying a previous conversation thread;

updating the conversation thread token to reflect a voice conversation.

20. The computer-implemented method of claim 10 further comprising:

providing a web page with instructions requesting the customer to return an electronic message to the call center including an image to be taken by the customer;

embedding in an electronic message a uniform resource locator (URL) referring to the web page; and

receiving an electronic message with the image taken by the customer.

21. The computer-implemented method of claim 20 further comprising:

processing the received electronic message;

retrieving the image; and

displaying the image taken by the customer.

22. The computer-implemented method of claim 1 further comprising obtaining a Letter of Authorization (LOA) to utilize the existing phone number for an electronic messaging purpose before provisioning the existing telephone number; and

wherein the existing telephone number is a published operational call center telephone number.

23. The computer-implemented method of claim 1 , wherein the messaging hub further comprises a unified messaging service; and further comprising connecting to third party messaging gateways.

24. The computer-implemented method of claim 1 , wherein the electronic message comprises a live-texting message.