ThinkVoice, a company that wants to talk to customers and leads rather than just have them leave a message, has revamped their phone system and customer service using Twilio Queue. The new system uses a pull-based model instead of the traditional push-based model, where calls are routed to the right person by the agent themselves, reducing the complexity and cost of call center technology. The system allows customers to be redirected to a queue while waiting for an available agent, with options to take the call or send it to voicemail via SMS. If the customer chooses not to take the call, they can leave a message that will be recorded and stored by Twilio.