Call Center Solutions

Landis Contact Center vs Luware Nimbus: Which Microsoft Teams Contact Center Is Best?

By Dominic Kent Dominic Kent is an independent writer who specializes in unified communications and contact center technology. He runs UC Marketing Ltd, a consultancy dedicated to helping technology companies translate complex technology products into compelling stories and educational content. His projects often involve well-researched guides that speaks to IT leaders and business stakeholders alike.

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Landis Contact Center vs 8×8 Contact Center: Which Microsoft Teams Contact Center Is Better?

Call Center Solutions

Landis Contact Center vs 8×8 Contact Center: Which Microsoft Teams Contact Center Is Better? Read More »

How to Plan for Number Porting Success in a Microsoft Teams Contact Center Migration

Call Center Solutions

Many things about moving your contact center from a legacy PBX to Microsoft Teams are, more or less, predictable. Licensing can be modeled, SBC configuration follows documented patterns, and queue setup has a process. Number porting is the exception. It often stretches timelines, causes cutover failures, and generates the most post-migration support tickets. Here’s how to plan for number

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Landis Contact Center vs Five9: Which Microsoft Teams Contact Center Is Better?

Call Center Solutions

Landis Contact Center vs Five9: Which Microsoft Teams Contact Center Is Better? Read More »

Why Contact Center AI Underperforms After the Demo

Call Center Solutions, Landis Contact Center Articles

Contact center AI has moved well past the pilot phase. Calabrio’s 2025 State of the Contact Center report found that 98% of contact centers are now using AI. Back in 2022, Gartner predicted that conversational AI would reduce contact center agent labor costs by $80 billion by 2026; a number that seemed ambitious at the time, but doesn’t anymore. Now instead of asking whether

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What Contact Center Reporting Metrics Does Microsoft Teams Track?

Call Center Solutions, Landis Contact Center Articles

Some businesses with very light contact center workloads choose to use Microsoft Teams call queues; however, the contact center reporting metrics provided by Teams is worth understanding before going this route. Here, we’ll walk through exactly what metrics native Teams offers and what is necessary to create a complete reporting setup. What call reporting does Microsoft Teams include out of the box? Microsoft Teams includes several built-in reporting tools, designed

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Call Center Agent Coaching: A Guide for Contact Center Supervisors

Call Center Solutions, Landis Contact Center Articles

Even though call center agent coaching is the part of a contact center manager’s job that most directly improves their team, it’s often the part that’s cancelled first when the queue gets busy. This guide is written for contact center supervisors and operations managers using Microsoft Teams. Multitasking? Listen while you work! What Is Call Center Agent Coaching, and How Is It Different from

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Why Microsoft Teams Call Queues Stop Working for Growing Organizations

Call Center Solutions

Microsoft Teams handles meetings, chat, file sharing, and internal calls well. It fits cleanly into your Microsoft environment. But somewhere along the way, a lot of businesses find that the teams call queue becomes a pain point in the stack. Callers wait too long. Agents don’t know what’s coming. Managers ask for reports you can’t pull. And you’re fielding complaints about a system you don’t have great answers

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teams presence in a contact center for routing

The Overlooked Role of Teams Presence in a Contact Center

Call Center Solutions, Landis Contact Center Articles

What is “presence-based routing”? Most Microsoft Teams users know what “presence” is. The colored dot next to a contact’s name, showing green for available, yellow for away, or red for busy. It’s self-explanatory and convenient as a visual indicator before transferring a call or sending a message. But presence can do a lot more than show whether someone is at their desk. In a contact center context, Teams presence can be used

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Conversational IVR Benefits & ROI: Building Your Business Case for Contact Center Automation

Call Center Solutions, Landis Contact Center Articles

Your quarterly report shows 18% call abandonment during peak periods. Average handle time hasn’t improved in two years. Your team handles the same routine questions that could be automated. Here’s how conversational IVR can change those numbers and how to prove it to your leadership. What is Conversational IVR? Conversational IVR uses AI, natural language

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