The software’s IVR, or interactive voice response and menu, automatically routes inbound customer service calls to agents based on needs so the contact center can deliver fast, accurate service and increase first-call resolution rates. In this case, Bob receives a call from Angela Taylor, a PC4U customer who is looking for a particular store location. "Welcome to PC4U for sale. For sales, please press 1. For support, please press 2. Press # to repeat this message or * to go back to the previous questions. You are in queue; your call will be answered as soon as possible. Please stay on the line.” In the communication desktop, Bob can see that this call has been in queue for 14 seconds. Let’s go ahead and answer this call. Agent: Hello, thank you for calling PC4U. How may I help you? Customer: Hi, I live in the Bay area. Is there any PC4U location near me? Agent: Sure, there is a Bay area location. Would you like me to transfer you? Customer: That would be great! Agent: Okay, I’m transferring you now. Have a great day! Bob now uses a quick-dial to select the Bay Area store and automatically transfers the call to that location.