Landis Contact Center Articles

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 […]

“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

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

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),

An on-premise PBX may look inexpensive once the equipment’s paid for. But ongoing expenses like power consumption, cooling, floor space, maintenance contracts, and hardware refreshes can add thousands annually. Here are five infrastructure expenses you’re probably paying for that cloud contact centers eliminate.  Multitasking? Listen while you work! The Cost of “Owned” Infrastructure  On-prem PBX costs more than just the phone bill. Here are some other expenses that can go unnoticed at first.