Call Center Solutions

Contact Center Workforce Management: Staffing Your Team for Peak Performance

Call Center Solutions, Landis Contact Center Articles

Forecasting call center staffing can be difficult because it requires striking a fine balance. Not enough agents can lead to long hold times and agent burnout, but too many agents can create idle time and drain your budget. Our guide and free contact center staffing calculator are workforce management tools that will help you determine

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Landis Achieves Microsoft Unify Contact Center Certification

Call Center Solutions, Landis & Microsoft News, Landis Contact Center Articles

Landis is proud to announce that we have achieved certification with Microsoft’s newest Teams integration model for contact centers! Watch Matt Landis’ comments on benefits and use cases of the new integration model. The Unify integration model opens the door to various benefits. As one of only a few certified Unify partners globally, we offer

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Natural Voice Routing, Call Back Upgrades, Wallboard Action Rules, Facebook Integration, and Much More – Take a look at Landis Contact Center August 2025 Update

Call Center Solutions

The August 2025 update for Landis Contact Center has quite a list of new features and improvements. We are excited to see how you will use these to improve your customer service. Read on, or watch the video below. Get Callers to the Right Place Faster with Natural Language Routing Callers can now speak naturally

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Tot 6 CCaaS Features to Drive Contact Center ROI

Top 6 CCaaS Features that Drive Contact Center ROI

Call Center Solutions, Landis Contact Center Articles

One-third of IT budgets are estimated to be wasted, which means that choosing CCaaS features that actually improve contact center ROI is incredibly important. But with hundreds of features competing for your attention and budget, which ones actually matter? This guide focuses on the six most important ones. Each section shows how that feature delivers

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Landis Releases the First Ever Microsoft Teams Unify Model Contact Center

Call Center Solutions, Landis & Microsoft News

Landis Contact Center for Microsoft Teams (Unify) is now the first released Microsoft Teams Unify model contact center, launching several weeks ahead of Microsoft’s public preview and showing clear innovation leadership in the Teams ecosystem. Breaking Ground with First Teams Unify Contact Center Release Microsoft has recently released the new Unify Contact Center Integration Model a

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How to Reduce Call Abandonment: 6 Strategies That Work

Call Center Solutions

Every abandoned call report in the contact center is frustrating, but behind that is an even more frustrated caller who has a growing dissatisfaction with your business. In this post, we’ll look at some tips for reducing call abandonment. What is Call Abandonment Rate? Call abandonment rate measures the percentage of callers who hang up

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5 Intelligent Call Routing Strategies that Improve Customer Experience

Call Center Solutions

Every customer call represents an opportunity to build meaningful connections and solve problems quickly. But when callers face long wait times or multiple transfers, these opportunities vanish. For IT leaders, intelligent call routing is the perfect solution for modernizing infrastructure and improving service metrics. What is Intelligent Call Routing? Intelligent call routing directs each call

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Using Call Whisper to Improve Contact Center Performance

Call Center Solutions

Multitasking? Listen while you work! Call center whisper is a supervisory feature that is especially helpful when training or onboarding new agents. This guide explains how it works, its benefits, and how Landis Technologies offers this feature within Microsoft Teams. What Is “Call Whisper”? Definition: Call whisper (or call whispering) is a supervisory feature that

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What Is Teams Calling & How to Make and Receive Calls in Microsoft Teams

Call Center Solutions

Microsoft Teams calling can be a useful communication tool internally as well as externally. It’s useful to start with a good understanding of Teams calling and its capabilities and decide from there what is likely to be the best solution for you, whether it’s Microsoft Teams or a native solution like Landis Contact Center for

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Benefits and Disadvantages of AI in Customer Service vs Human Agents

Call Center Solutions

Automation in customer service isn’t new. Basic IVRs and AI chatbots have handled simple inquiries for years, but the technology has been limited, making the choice between humans vs AI for customer service relatively easy. But with the growing use of large language models, (LLMs) that line is blurring. AI can now understand, respond to,

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