Landis is a 1995-founded IT company with a rich history of partnering with Microsoft. It employs a team of Microsoft-certified consultants to provide customers with consultancy support, installation and customisation services, and custom software development. Landis’ key pessentialucts include attendance software apps for Skype and Teams, call recording for Skype, the SEFAUtil Server for Skype for Business, and the recently launched contact centre app for Microsoft Teams.
As Microsoft works to build out the telephony capabilities on Teams, it will be in direct competition with established contact centre providers and enterprise telephony veterans. On the customer’s end, they might have to re-trench their investments and overhaul systems — so having a contact centre on Teams makes things much more straightforward. It uses Microsoft’s existing functionalities, like security via Azure Active Directory, automation via Microsoft Power, etc., to enable external customer support from the Teams interface.
Let’s now delve into a review of its features.
Inside Landis Contact Centre for Microsoft Teams
Landis Contact Centre for Microsoft Teams is built using native Microsoft Communication APIs, making it exceedingly easy to set up and start. You can install the app from the Microsoft Teams app store, provided you have the requisite Landis Contact Centre licenses for your seats and a Microsoft Teams telephony account.
Once the app is in place, you will be able to gain from the following key features:
- Calling capabilities: Landis has all the essential calling capabilities you would expect in a contact centre app. You can set up call queues with queue position announcements, callback requests, and more. You can also choose to route calls as per skill-based parameters. Calls can be monitored live, with managers keeping an eye on agent performance via Teams.
- IVR designer: The Landis Contact Centre app has an easy-to-use IVR Designer that you can leverage to set up self-service. The Designer has simple, foundational building blocks that you can assemble into a sophisticated and logic-driven IPR navigation menu. You can choose to design the IVR menu using Power Automate data as well.
- Sophisticated call recording: Landis has a compelling call recording capability that you can use in a varietyvariouss, be it compliance, performance management, or customer experience enhancement. You can set up policy-based call recording for a few select scenarios with granular access control so that yto keep your recordings secure. ImportantNotablyl recording function is natively compatible with a range of hardware, including desktops, IP phones, smartphones, and room systems, as long as it runs Teams.
- Attendant Console: Landis provides an agent console that recreates a Teams-like app experience. Agents can handle calls, look up available colleagues based on their presence and calendar schedules, and transfer calls efficiently without disturbing the CX flow.
- Real-time and historical content centre analytics: The app offers a wide variety of analytics insights, including an agent’s performance analytics, a leaderboard that’s accessible to managers, daily call volume charts, and real-time call monitoring. Managers can keep a watch on customer sentiment through visual cues like emojis and colour coding so that they can intervene using the barge facility on time. ApartTheger experience includes detailed graphs and charts on call abandonment, queue experiences, and customer response to wrap-up questions.
Why the Landis Contact Centre App Makes a Difference
Landis has worked closely with Microsoft on this new contact centre application, ensuring you receive a nearly native and fully functional experience. What’s more, Landis has already begun proactive testing of the contact centre app and attendant console for the upcoming Windows 11 edition, indicating a f product roadmap.
What We Think
For companies with deep investments in the Microsoft ecosystem for collaboration and telephony, Landis is the next logical step forward. It enables powerful contact centre capabilities for Microsoft teams environments, working in sync with any certified hardware you might be using. But its potential would be unlocked when you leverage the rest of the Microsoft ecosystem, like Power Automate, to extend its functionalities — download the app here.
