This resource hub features the latest articles, product updates, and expert insights on how to build, optimize, and scale a contact center natively integrated with Microsoft Teams. Whether you’re exploring AI-assisted automation, improving call routing, or comparing Teams-native solutions, you’ll find the guidance you need to turn Teams into a high-performing contact center platform.
The July 2026 release brings improvements to user management, quality management, chat, and system integrations. Here is what changed and who benefits. Read on, or watch the video below. User Management Improved SSO Experience Agents and admins no longer need to sign back in every day since the portal now refreshes sessions in the background. Batch User […]
What’s New in Landis Contact Center: July 2026 Read More »
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
Why Contact Center AI Underperforms After the Demo Read More »
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
What Contact Center Reporting Metrics Does Microsoft Teams Track? Read More »
This guide on call recording laws is for informational purposes only and does not constitute legal advice. Consult qualified legal counsel before making compliance decisions for your organization. Multitasking? Listen while you work! Many businesses record calls, but few have read the law or considered the cost of doing it wrongly. For example, We built call recording software
Call Recording Laws: What Every Business Needs to Know (State-by-State Guide) Read More »
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
Call Center Agent Coaching: A Guide for Contact Center Supervisors Read More »
Quality Management Gets a Dedicated Home Supervisors can now access a dedicated Quality Management pane that brings the important interaction details into one place. At a glance, you’ll see sentiment scores, manager notes, agent information, call duration, and more. If a call’s average sentiment score drops below a set threshold, a flag appears next to it. You can also sort your call list by
What’s New in Landis Contact Center: Quality Management, Chat Upgrades, and More Read More »
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
The Overlooked Role of Teams Presence in a Contact Center Read More »
“Prior to our contact center upgrade, I had absolutely no way to measure the total number of calls coming in or abandoned calls or average handling time. Now when someone asks me, I can just pull that data. It’s wonderful.” – Contact Center Manager You’re managing escalations, covering shifts, and troubleshooting issues daily. Meanwhile, leadership keeps asking: “What’s the ROI on
Contact Center Metrics and KPIs: How to Prove ROI to Leadership Read More »
For decades, call center CRM integration meant CTI middleware, vendor coordination, and 3-6 month implementations costing $200K-$500K+. Teams-native contact centers have simplified this. For Teams-first organizations, call center CRM integration doesn’t require CTI middleware or vendor-managed API integrations, since Teams-native contact centers can use Power Platform to connect directly to CRM systems. Multitasking? Listen while you work! How Teams-Native Architecture
Call Center CRM Integration: Why Teams-Native Architecture Eliminates Middleware Read More »
Read on or watch the overview video below. Chat Upgrades (Preview) Contact Center now supports WhatsApp, SMS, and RCS alongside web chat. All channels run through queues in the same way as voice. IVRs now available for chat. Build automated chat workflows using blocks like Play Prompt (text), Business Hours, Holiday Hours, Data Dip, Regex, Multitone, Text to Speech (text),
