Landis Contact Center

This feature turns Microsoft Teams into a full contact center by offering skills-based routing and live interaction with callers. Managers gain real-time insight into queue statuses while callers receive advanced options like courtesy callbacks. This optimization ensures high-value interactions are prioritized and abandonment rates are minimized during peak volume periods.

This feature optimizes customer journeys by utilizing various distribution methods, including longest idle agent and round robin algorithms. It supports requested callbacks, allowing users to exit queues while maintaining their position. These intelligent methods ensure efficient workload balancing across all teams while reducing the average time callers spend waiting.

The solution offers comprehensive recording modes such as mandatory always-on or flexible agent-initiated options. It incorporates AI-powered transcription for everyone involved, supporting speech recognition in fifty languages. Secure data management is facilitated by default ninety-day storage or indefinite Azure blob configurations to meet strict organizational compliance and auditing requirements.

Administrators access extensive historical metrics through specialized summaries for queues, agents, and IVR paths. These out-of-the-box reports highlight abandoned calls and average handle times to identify optimization opportunities. Scheduled reports ensure stakeholders receive critical performance data via automated email deliveries on hourly, daily, or weekly intervals for better decision-making.